Return Policy
RETURNS, REFUNDS & EXCHANGES
CONTACT US FIRST
Before sending anything back, email withlove@okova.shop with your order number. We'll confirm the return address and guide you through it. Items sent back without contacting us first may not be processed.
CHANGED YOUR MIND
We sell intimate products, so what you can return depends on the item.
Intimate items - plugs and anything that comes into contact with the body - can only be returned within 14 days if they are completely unused and returned in their original packaging. For hygiene reasons we cannot accept an intimate item that has been used, even once. Please check the size and colour on the product page before ordering.
Everything else - ears, headbands and accessories that don't touch the body - can be returned within 14 days if unused and in the original packaging.
Return shipping is paid by the customer. Once we receive the item and confirm its condition, we refund the price of the item within 5-10 business days to your original payment method. Original shipping costs are refunded where required by law in your country.
FAULTY, WRONG OR DAMAGED ITEMS
Email us within 14 days of delivery, with photos, if:
- you received the wrong item
- you received the wrong colour
- the item arrived faulty or damaged
Each case is reviewed individually. If we confirm the issue, OKOVA covers all costs - return shipping and taxes - and you choose a full refund or a replacement. This policy does not affect your statutory rights.
WHAT WE CANNOT ACCEPT BACK
- Items that have been used or worn
- Intimate items that have been used, for hygiene reasons, even if used only once
- Customized items and items with engraving
- Requests made more than 14 days after delivery
If you ordered several items and only one is faulty or wrong, we refund or replace that item only.
EXCHANGES
Wrong size or colour because of our mistake - email us within 14 days with photos and send the item back. We cover all costs and remake it in the correct size or colour.
Wrong size ordered by you - we're happy to exchange within 14 days, with shipping both ways paid by the customer. If it's a fit problem, tell us first: we can often adjust the item instead of remaking it.
Exchanges are not possible for used items, customized orders, engraved products, or for intimate items once they have been used.