Customer Services

Welcome to our customer services portal - below are some FAQs to answer most problems.

If you have any additional questions, concerns or comments please contact our customer services department at enquiries@oki-ni.com or via telephone +44(0)20 7608 9186 - the phones are open monday-friday 9:30am - 5pm GMT

• delivery
• How much does shipping cost ?
• How long does delivery take ?
• Where do you ship to?
• When will I know my order has been shipped ?
• Can can I track my order ?
• Can I have a different delivery address to my payment address ?
• Do you deliver to PO BOX addresses?
• ordering
• I am having difficulty placing my order ?
• Can I order over the phone ?
• Can I change my order once placed ?

• payment
• What payment methods do you accept?
• What currency will I be charged in ?
• Do I have to pay customs and import charges ?
• I have paid using Paypal but cannot see my order history in my account ?
• My country's customs department have requested more information ?
• returns
• Free UK returns with Collect+
• International Returns Policy
• What if my order is not correct ?

delivery details

UK

£6.95 for express delivery by DHL.

£4.95 for standard delivery by DHL in 2-4 working days

US

£16.95 for express delivery by DHL in 2-5 days

Japan

We offer free shipping to Japan on all full-price items. The shipping cost for sale shipping is as follows:

£16.95 for express delivery by DHL in 2-5 days

EU

£16.95 for express delivery by DHL in 1-2 days

£12.95 for standard delivery by DPD in 3-6 days

CANADA

£16.95 for express delivery by DHL in 2-5 days

SOUTH AMERICA

£16.95 for express delivery by DHL in 2-5 days

RUSSIA

Due to factors outside of our control we can no longer ship to Russian addresses. We apologise and hope that the situation is resolved soon.

REST OF WORLD

£16.95 for express delivery by DHL in 2-5 days

* Please note that orders need to be placed before 12noon GMT to ensure next day UK delivery.

What currency will I be charged in ?

The final price is fixed and will be charged in £ Sterling. All other prices are calculated from the current exchange rates and are approximate only and should be used only as a guide.

The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. Please note that rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.

Can I order over the phone ?

Due to a change in customer service policy we are unfortunately unable to take orders over the phone at the moment.

I having difficulty placing an order ?

We are sorry to hear you are having trouble placing an order. The easiest solution is to contact our customers service team at enquiries@oki-ni.com or via telephone on +44(0)20 7608 9186 between 9-5GMT and we will be happy to help deal directly with your issue.

Can I change my order once placed ?

Once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items.

Do I have to pay customs and import charges ?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

When will I know my order has been shipped ?

As soon as you have received your 'Dispatch Confirmation' email from us with your DHL or UPS tracking number, you will know it has left our warehouse on this date.

Please note, all shipments are collected around 6pm UK time, so the tracking number will not show any movement before this time (6pm GMT) as the orders would not have been scanned out of our warehouse and into first location on route to you.

What payment types do oki-ni accept?

oki-ni accepets a wide range of payment types, the two lists below clearly illustrate which methods we currently accept

• accepted
• Visa
• Visa Electron
• MasterCard
• Delta
• Solo
• Maestro
• American Express
• JCB
• PayPal

• not accepeted
• ELV (Elektronisches Lastschriftverfahren) (Germany)
• Dankort (Denmark)
• Discover card (US)
• Laser card (Ireland)
• Cash on delivery (Germany)
• Off-line Bank Transfer

Can I track my order ?

All orders are shipped using DHL, with the exception of Happy Socks and Quikon singular orders, for which we use Royal Mail Recorded Delivery.

For all DHL orders, you can follow the progress online at www.dhl.co.uk

Please note, once we have emailed you the tracking reference, we recommend you track from this point online as we are not able to track each order once it has left our warehouse.

I have paid using Paypal but cannot see my order history in my account ?

For all Paypal orders, you will not be able to view the order within your account. Part of the Paypal Express terms is that we are not able to capture this data, so please keep your Order Confirmation email safe as this will be your only proof of order. You will still receive your Dispatch Confirmation email as normal when the order is shipped.

Can I have a different delivery address to my payment address ?

You can only specify a different delivery address from your billing address, if it is your place of work. Just fill in your office address details at the checkout when prompted. We cannot change the delivery address of a parcel once your order has been placed.

DHL have contacted me for further information for my country customs department ?

Each country will have their own goods import procedures and these can vary across countries. From our experience US customs do require at times further details of a high value order, such as manufacturer details/IRS number at times. If you have an order in customs, please contact customer services at enquiries@oki-ni.com, or on +44(0)207 608 9186 quoting your order no and we can help you resolve the matter as fast as possible.

Do you deliver to PO BOX addresses ?

Sorry but we do not deliver to PO BOX addresses for security reasons.

Free UK Returns with Collect+

We are happy to refund any purchases within 14 working days from receipt.

To return an item you can use the Collect+ slip contained within your parcel, simply for the steps below.

1.Go to collectplus.co.uk/oki-ni to find your nearest store and check opening times.
2.Use the Collect+ label provided in your parcel or follow the instructions online to print off a returns label.
3.Attach the label to your parcel covering any delivery label and ensure your dispatch note is inside.
4.Drop off your parcel at ANY Collect+-affiliated store, 7 days a week. There are over 4,000 of these across the UK.
5.Track your parcel at www.collectplus.co.uk

Collect+ services are delivered securely by PayPoint and the Home Delivery Network. You'll receive proof of postage, insurance and an online tracking code so that you can follow your parcel's progress back to us.

Any questions please contact customer services at enquiries@oki-ni.com.

What if my order is not correct ?

Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on +44 (0)20 7608 9186 or email us at enquiries@oki-ni.com, and we will look into it. Please include your order reference at all times when e-mailing customer services.

How do I return an item or an order ?

We are happy to refund any purchases within 14 working days from receipt. To return an item you must contact customer services to obtain a Returns Number which must be including with your return. All returns must be sent via registered mail in their original condition, to the address below.

Please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund any sums that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, others will be returned to the customers at their own cost.

oki-ni Returns
Alpi UK
Unit 2
Miles Gray Road
Basildon
Essex
SS14 3HJ