Refund Policy
Shipping Address & Responsibility
Orders placed on OKDERMO.com are shipped only to the shipping address provided by the customer at checkout. It is the customer’s sole responsibility to ensure the address and recipient details are accurate and complete. We are not liable for delivery errors due to incorrect information.
Order Issues & Complaints
If you encounter any issues with your order, please contact us via email with:
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Your order number
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A detailed description of the issue
We partner with third-party shipping services (e.g., EMS Express, Global Express) and will assist you to the best of our ability.
Non-Delivery & Reshipments
If your order has not arrived within 5 weeks of payment and you’ve contacted us, we will reship your order free of charge. This applies only when our shipping conditions are met.
Refunds & Returns
Products are non-returnable, so please choose carefully. However, we offer refunds or reshipments in the following cases:
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Severely damaged products due to transit (with photo proof)
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Incorrect item received
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Lost order (must be reported within 8 weeks)
Return Resolution Options:
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Reshipment – If damage or error is confirmed, a replacement will be sent with a new tracking number.
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Refund – If reshipment isn’t possible, a refund will be processed to your original payment method within 1–4 weeks.
Order Cancellations
You may cancel your order only if it has not yet been shipped. Contact us promptly via email to request cancellation. Note: transaction/banking fees will be deducted from your refund, which will be processed within 5 business days.
Changing Orders
Orders cannot be modified after payment. If you wish to order additional items, please place a new order, which will be shipped separately.
Chargebacks
We aim to resolve all issues cooperatively. However, if a customer files a chargeback:
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The issue will be addressed immediately
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The customer will be banned and blacklisted from our site and other associated platforms
Shipping Damage
If your parcel arrives visibly damaged, do not accept it. Immediately report it to the courier and contact OKDERMO. Ask the delivery agent for a damage declaration. Once accepted, damaged parcels are no longer the courier’s responsibility.
Unclaimed Packages
Packages unclaimed within 14 days at your local post office will be returned to our warehouse. We do not offer refunds for unclaimed or refused packages and may charge a handling fee to cover return shipping and administrative costs.
Customs & Import Delays
As we ship from Asia, your order is treated as an import by your local customs. Delays may occur, ranging from a few days to up to 3 weeks. Please order in advance to avoid inconvenience. Note: we cannot issue refunds for parcels held by customs.
Delivery Timeframes
Most orders are shipped within 48 hours of cleared payment. Delivery time depends on the courier and customs. If your order is delayed:
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Wait 7 additional days beyond the standard delivery window before contacting us
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Customs delays may add 3–21 days if import duties are pending
Lost Orders
We will reship or refund orders lost in transit, under these conditions:
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The issue is reported within 8 weeks of the ship date
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The shipping address provided was correct
If you provided an incorrect address, reshipment will be at your expense. If the original parcel is returned to us, we’ll process a refund—but this may take several months due to unpaid return postage.
Missed Deliveries
If you miss your delivery, contact your local post office immediately. Unclaimed parcels will be returned after 14 days. We are not responsible for unclaimed packages and cannot intervene with your local postal services. Shipping costs are non-refundable.
Product Quality Guarantee
We guarantee that:
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Products are as described and from the listed manufacturers
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Items arrive in good condition, factory-sealed, and with a valid shelf life
If not, we will either replace or refund the item.
Order Cancellations After Dispatch
If you wish to cancel an order that has already been sent to our shipping department, cancellation may not be possible. Returns will be handled according to the policies above.
Customer Support
For any questions or assistance, please contact us via email at any time. We’re here to help!