OKOHOKO™ FASHIONReviews of okohoko.com

Response from OKOHOKO™ FASHIONMay 9, 2025

We sincerely apologize for the frustration and disappointment you've experienced with your recent purchase. We always strive to provide our customers with trendy fashion products and a positive shopping experience. Regarding the sizing of the shoes, we understand this has been a significant issue for you. As clearly outlined in our policy on our website, we strongly advise all customers to consult the specific size chart provided on each product page before placing an order. For footwear, this means measuring your foot length and comparing it with the dimensions listed in our size chart to ensure the exact size for your shoes. This helps prevent discrepancies between your usual size and the product's fit, as sizing can vary between brands and product types. Our return policy states that we do not accept returns due to a change of mind or general sizing issues unless the product is indeed faulty. A manufacturing fault would refer to a product that deviates significantly from the measurements specified in our own size chart for the size ordered, rather than a difference from a customer's usual size in other brands. The partial refund offered would have been in consideration of this distinction and as a step towards a resolution. We also regret to hear about your concerns regarding the quality of the shoes. We aim to offer products that meet our customers' expectations. If the provided photos specifically demonstrated a defect that would be considered a manufacturing fault beyond just sizing, we would review the situation in line with our policy for damaged or defective items. We are committed to resolving customer concerns. If you can provide specific measurements of the shoes you received in comparison to the size chart displayed on the product page at the time of your purchase, we would be happy to review your case again. Our support team is available through Live Chat on our website should you wish to discuss this further. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 6, 2025

Thank you for your communication. We have carefully considered your concerns and wish to address them thoughtfully and transparently. Regarding the website pop-up you described displaying personal information: This is not a known or intended feature of our store, www.okohoko.com. We are genuinely concerned by your report of this experience, as we take matters of customer experience and website integrity very seriously. If you recall any other specific details about this occurrence, that information could be helpful. It is also truly disheartening for us to learn of your dissatisfaction and any impression that our business practices are not straightforward. Please be assured, the entire OKOHOKO team is wholly committed to operating with integrity, honesty, and transparency. We work hard on our project with passion, striving to provide a positive and trustworthy experience for all our customers. To specifically address the possibility of an order connected to your concerns, we have diligently searched our customer database. We have looked for records using details that may have been previously provided or associated with your inquiry (such as the name "Rich Farr" or a particular email address). To date, these searches have not enabled us to locate a matching order or customer account. Often, minor discrepancies in names, email addresses, or dates can make locating an order challenging. To ensure we can thoroughly investigate your report about a missing order confirmation, or any other issue you've encountered, we would be very grateful if you could provide us with the following specific information: The exact email address used at the time of your attempted purchase. The full name provided for the order. The date of the transaction or attempted purchase. Any order number or transaction ID you might have noted, even if the order wasn't fully confirmed. Our primary goal here is to clarify this situation for you and address any legitimate concerns. Your cooperation in providing these details will greatly assist us in looking into this matter more effectively and finding a resolution if an error has occurred on our end. We appreciate your patience and understanding. Sincerely, OKOHOKO Customer Care

Response from OKOHOKO™ FASHIONMay 5, 2025

Thank you for sharing your feedback. We are concerned to hear about your disappointment with the dress and your experience with communication. We must clarify the situation regarding contacting us. We have checked thoroughly and we have never received any emails from you at our support address. The only communication we received was your message via PayPal, to which we replied within just a few minutes of receiving it. Regarding the quality of the dress, we are concerned to hear you describe it as "like paper." Our policy states that if an item arrives damaged, defective, or incorrect, we require clear photo evidence within 14 days of delivery. Once the issue is verified, we offer a free replacement or a full refund. However, we need to emphasize that we have never received any photos or videos from you related to this problem. Providing clear photo or video evidence of the alleged defect is a requirement as clearly stated in our Return and Refund Policy. This policy is prominently displayed on our website and is presumed to be accepted by the customer before placing an order. Without this evidence, we cannot verify a claim of defectiveness or proceed with a resolution such as a refund or replacement. Please send us the required photos or videos clearly showing the issue. Once received, we will review your case promptly according to the policy procedures you agreed to upon purchase. Sincerely, OKOHOKO CUSTOMER CARE

Response from OKOHOKO™ FASHIONMay 5, 2025

Thank you for your feedback. We are genuinely sorry to hear that the coat you received was too big and understand your disappointment regarding an exchange. Our policies regarding sizing are outlined clearly on our website. To help ensure the best fit and avoid issues like this, we strongly advise all customers to carefully review the specific size chart available on each product page before placing an order. Furthermore, if there is any doubt about which size to choose, we encourage contacting our support team via Live Chat or email before purchasing, so an agent can help suggest the right size. While adhering to our policy means we unfortunately cannot process a refund for an item where the incorrect size was selected by mistake, we absolutely want to help find a positive outcome for you. We are always available and willing to discuss finding a solution for a replacement. Please reach out to our customer support team directly via Live Chat on our website. Provide your order details, and let us know you're contacting us following this review. We will then look into the options available to assist you with a replacement. We appreciate your understanding and hope to find a suitable solution for you soon. Sincerely, OKOHOKO CUSTOMER CARE

Response from OKOHOKO™ FASHIONMay 5, 2025

Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and concern caused by the delay in your delivery and the tracking information. We understand your disappointment, especially regarding the tracking status showing your parcel at the sorting office for an extended period. Please know that while we process orders within 1-2 business days, standard shipping typically takes 6-12 business days after that (as stated in our shipping policy on our store). Sometimes, carrier tracking updates can be delayed, and unfortunately, once the parcel is with the courier, the transit times are beyond our direct control. We noticed you mentioned paying for express delivery. We have attempted to contact you multiple times via the email address associated with your order. Our emails were sent to apologize for the delay you're experiencing with what you understood to be an express shipment, and to offer you a refund or discuss alternative solutions, but it seems we haven't received a response. Please check your inbox, including any spam or junk folders, for our messages. We assure you that OKOHOKO is a legitimate business, and we are committed to ensuring our customers receive their orders. We truly want to resolve this for you. Please contact our support team directly via Live Chat on our website (the fastest way). Provide your order number, and we will investigate the status of your parcel immediately and discuss the resolution options we previously offered. We appreciate your patience and look forward to assisting you. Sincerely, OKOHOKO CUSTOMER CARE

Response from OKOHOKO™ FASHIONMay 5, 2025

Thank you for taking the time to leave your review and bringing this matter to our attention. We are truly sorry to hear about your disappointing experience with the cowboy boots you received and the subsequent communication regarding your refund request. We sincerely apologize that the boots did not match the advertised product in terms of material and colour, and that you encountered issues with the fit due to the design. We understand your frustration completely. We also want to apologize for the way your refund request was handled and any impression that your emails are being ignored – that is certainly not our intention. According to our policy, if an item arrives incorrect or defective, customers are entitled to a free replacement or a full refund upon verification with photo evidence. We aim to resolve such issues swiftly and satisfactorily. We are committed to making this right. Please contact our support team again directly via Live Chat on our website (the fastest way) with your order details. Kindly mention your previous communication so we can quickly access your case history. We want to ensure your case is reviewed properly according to our policy and a fair resolution is reached promptly. We appreciate your patience and look forward to resolving this for you. Sincerely, OKOHOKO CUSTOMER CARE

Response from OKOHOKO™ FASHIONMay 5, 2025

Thank you for sharing your feedback. We are very concerned to hear about your experience and your perception of our company. We want to assure you that OKOHOKO is a legitimate online retailer offering trendy fashion products, and we sincerely apologize that your experience has led you to feel otherwise. We understand your frustration regarding the tracking of your order. Tracking updates can sometimes experience delays depending on the carrier's processes once the package is in their hands. We provide tracking information and a link directly via email as soon as your order is shipped. Additionally, we have our own dedicated tracking page on our website here: https://okohoko.com/apps/trackorder where you can follow your parcel's journey. While our primary tracking is provided via email and our website tool, sometimes customers or even our support team might use third-party tracking aggregators (like 17track.net, which consolidates information from various carriers) purely as an additional check for the customer's convenience and transparency. However, the timing and detail of updates ultimately depend on the courier handling the shipment. The tracking numbers are genuine, but delays in scanning by the carrier can unfortunately occur. We see that you are trying to resolve this through your credit card company. We respect your decision, but we would still appreciate the opportunity to investigate your specific order and address your concerns directly. We are committed to ensuring our customers receive their products. Please contact our support team with your order details via Live Chat on our website. We want to understand what happened and find a resolution. Sincerely, OKOHOKO CUSTOMER CARE