OKOHOKO™ FASHIONReviews of okohoko.com

Response from OKOHOKO™ FASHIONJun 9, 2025

We are very sorry to hear that you are disappointed with your recent purchase and for the frustration this has caused. We sincerely apologize that the product's quality did not meet your expectations. We are committed to resolving this for you. Our goal is always to ensure our customers are satisfied. If a product is defective, damaged, or not as described, we offer a choice between a free replacement or a full 100% refund at no extra cost to you. If the return is for subjective reasons, we offer two solutions. One is a partial refund, which is a convenient option if you prefer to keep the product without the time and hassle of a return. Alternatively, you can receive a full refund. To do so, you must ship the product back to our warehouse at your own expense, as specified in our policy. Once the item is received and evaluated by our team, we will process the full refund. To proceed, could you please contact our support team with your order number and a few photos of the item you received? This will allow us to understand the issue and provide you with the best solution. Best regards, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 31, 2025

Thank you for sharing your feedback about the jacket you received. We are truly sorry to hear that the item did not meet your expectations regarding its material and fit. We strive to provide comprehensive details for all our products. The materials used for each item are thoroughly described on the product page in our store, aiming to ensure clarity for our customers. Regarding sizing, we include a specific size chart on every product page. We always recommend checking these charts carefully before placing an order to select the most appropriate size. If you believe the item you received is damaged, defective, or significantly different from its description on our website, please contact us within 14 days of delivery. Kindly provide clear photo evidence of the issue. Once verified, we are happy to offer a free replacement or a full refund. We value your business and aim to assist you. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 31, 2025

We are very sorry to hear about the issues you've experienced with your recent order and the frustration this has caused. We understand your disappointment with receiving items that were not as expected and the difficulties you've faced trying to contact us. Regarding the shipping time, we have checked our records and can confirm that your items were delivered within our standard timeframe of 14 business days, as outlined in our shipping policy. We sincerely apologize if the items you received were not correct in terms of fabric, color, or size. This is not the standard we aim for. We have been attempting to reach you to obtain clear details about your order and the specific issues with the items, but unfortunately, we have not yet received the necessary information to proceed with a resolution. To help us rectify this situation for you, please contact us directly on Live Chat of the store with your order number and photographs of the items you received, highlighting the issues (e.g., incorrect color, size label, fabric). This will allow us to investigate the matter thoroughly. If there has been an error on our part, we are committed to resolving it. As per our policy for incorrect items, you are entitled to a replacement or a full refund. We hope to hear from you soon so we can address your concerns properly. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 31, 2025

We are deeply sorry to hear about your extremely disappointing experience with the pair of shoes you ordered. This is certainly not the standard of quality we aim to provide at OKOHOKO, and we understand your frustration that the shoes are not fit for purpose. We want to make this right for you. As per our policy for faulty items, we are happy to help you find a solution. Please contact our support team via the Live Chat on our website, which is the fastest way to reach us. If you could also provide our team with photos that clearly show the issues you've described with the shoes, this will allow us to assess the situation promptly and arrange a suitable resolution, such as a replacement or a full refund. We appreciate you bringing this to our attention and look forward to assisting you. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 25, 2025

We are sorry to hear about your dissatisfaction with the orthopedic sandals and the resolution offered so far. We understand your frustration and apologize for any inconvenience this has caused. Our aim is to provide quality products and excellent service, and we regret that your experience has not met these standards. Regarding the options provided, we would like to clarify our return policy. In line with European regulations, if you wish to return an item due to a change of mind or if the product is not faulty, the return shipping cost is borne by the customer. However, if an item is damaged, defective, or incorrect due to an error on our part, we will cover the return shipping costs or offer a free replacement/refund upon verification with photo evidence. We can confirm that all customers acknowledge and agree to our policies, including the return policy, prior to completing a purchase. We are here to find a more satisfactory solution for you. You can contact us directly through our Live Chat on the website. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 23, 2025

We sincerely apologize for any confusion and for the delay in resolving your issue. We understand you're still waiting for a reply to your initial inquiry from April 30th. We did respond to your original emails, as shown in the screenshot you provided. Our records indicate that we haven't received any further updates or information from your end since then, which has prevented us from moving forward with your request. To help us assist you, could you please reply us in the Live Chat with the necessary information to proceed? We're here to help and look forward to hearing from you!

Response from OKOHOKO™ FASHIONMay 23, 2025

We're truly sorry to hear you've had trouble reaching us. We did attempt to contact you from our support team, as shown in the attached screenshot, but unfortunately, we haven't received any updates from your end since then. We've thoroughly checked our records, but we haven't found an order associated with the email address you provided. To help us locate your purchase, could you please double-check if you used a different email address when you placed your order? We're absolutely ready to assist you in resolving this, but we'll need further information from your side to proceed. Please provide any additional details that might help us find your order, such as a different email address. thanks

Response from OKOHOKO™ FASHIONMay 12, 2025

Dear Johanna, Thank you for reaching out and sharing your feedback. We are sorry to hear that you were not completely satisfied with the quality of your purchase. We understand you were inquiring about a refund. As per our Return and Refund Policy, customers are welcome to return items to one of our warehouses if the product is eligible for a return. The return shipping costs are the customer's responsibility. Once the item is received and evaluated by our team, and the return is approved, a refund is then issued. You can find the full details of our policy here: https://okohoko.com/policies/refund-policy. In your specific case, as you did not wish to cover the cost of return shipping according to our standard procedure, we offered an alternative solution of a partial refund, allowing you to keep the product without needing to send it back. We always aim to work towards a satisfactory resolution for our customers within the guidelines of our policies. If you have any further questions, please feel free to ask. Sincerely, OKOHOKO CUSTOMER CARE