Refund policy

1. Replacement Policy

We have a 14-day replacement policy, which means you have 14 days after receiving your item to request a replacement.

To be eligible for a replacement, your item must be:

•      In the same condition that you received it

•      Unworn or unused, with original tags attached

•      In its original packaging

•      Accompanied by a receipt or proof of purchase

2. HOW TO REQUEST A REPLACEMENT

To start a replacement request, contact us via:

📧  Email: info@okapi-lifestyle.com

💬  WhatsApp: +971 58 580 0541

Please send us clear photos of the item before we proceed, so we can assess the condition and approve your request.

⚠  Once approved, our delivery partner will arrange a pickup from your address — the same way your order was delivered. You do not need to drop off the item anywhere. Our courier will come to you, collect the original item, and deliver your replacement.

3. Damages & Wrong Items

Please inspect your order upon reception and contact us immediately if the item is:

•      Defective or damaged

•      Incorrect (wrong item sent)

•      Missing parts or accessories

⚠  Contact us within 24 hours of delivery with clear photos as proof via email or WhatsApp.

4. Hygiene Policy — Undergarments & Swimwear

Due to hygiene reasons, the following items are strictly non-returnable and non-replaceable:

•      Underwear / Basewear

•      Panties

•      Lingerie

•      Bodysuits

•      Swimwear

•      Adhesive & Invisible Bras

•      Strapless & Backless Bras

These items are final sale once delivered, regardless of condition. No exceptions.

⚠  Exception: If you receive a wrong item or a manufacturing defect is found, contact us within 24 hours of delivery with clear photos as proof.

5. Non-Replaceable Items

The following items cannot be replaced under any circumstances:

•      Items that have been worn, washed, or damaged after delivery

•      Items without original tags and packaging

•      Custom or personalized items

•      Sale items

•      Gift cards

•      All undergarments and swimwear (see Section 4 above)

6. No Cash Refunds

OKAPI does not offer cash refunds under any circumstances. All approved claims will be resolved through product replacement only.

7. Exchanges

If you would like a different size or color, the fastest way is to request a replacement for the correct variant. Contact us via email or WhatsApp and we will guide you through the process.

Note: Exchanges are subject to stock availability.

8. Contact Us

For any questions regarding your order or this policy:

📧  Email: info@okapi-lifestyle.com

💬  WhatsApp: +971 58 580 0541

🕐  Response Time: 12–24 hours

📅  Operating Hours: Monday–Saturday  |  9:00 AM – 7:00 PM UAE time

📍  Address: Flat 307, Building 53, Street 4, Discovery Garden, Dubai, UAE