Shipping
Thank you for shopping with OurKase! Once you've successfully placed your order, you will receive an order confirmation email. This email will include your order number, a summary of the items purchased, and your shipping address. Please keep this email for reference.
If you have any questions or concerns about your order, our dedicated customer support team is here to assist you. You can reach out to us via email and we'll be happy to provide you with any additional information you may need.
All orders (excluding customised products) will be shipped out within 3-5 business days. Customised products will be shipped out within 5-15 business days.
Free standard shipping is provided by OurKase for all orders above HK$450. For orders below HK$450, shipping fee will be charged.
Return
We accept returns within 14 days, starting from the day your order was delivered, but only if the item is unused, in its original packaging, and in sellable condition.
If you want to return the item, please contact us within 3 days of receiving the order at cs@ourkase.com. If you have discovered our fault, please take pictures of the defected, or wrong item sent to you and attach them to the initial email with an explanation.
WARNING: Personalized products are one of a kind and has been manufactured only for you. Therefore we can not exchange or refund any customized products under any circumstances unless the product has a manufacturer's defect.
We do not issue refunds if you do not provide a reason for returning the item or send it back without contacting us first.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. We will refund the value of the goods returned but will not refund the value of any shipping paid.
Please consider that all the shipping expenses for returning the item remain the responsibility of the customer.
Please write “RETURNED ITEM” on the packaging so that certain misunderstandings could be avoided.
If you still have additional questions about returning the item, feel free to contact us at cs@ourKase.com.
