Customer Help
Our owayki team is always here to assist.
Common purchase queries answered
Orders and Shipping
- ≤10KG 7-15 workdays
- ≥10KG15-30 workdays.
Upon completing the checkout process or after a successful payment, our system will automatically initiate a series of account procedures to ensure your order information is processed accurately and that you can seamlessly access the relevant services. Additionally, you can navigate to the “My Account” option in the menu to subscribe with your email or manage your account details. We are committed to providing you with a smooth and convenient experience, ensuring you stay informed about your account activities and enjoy personalised customer service.
Due to system limitations, we are unable to modify the contents or shipping method of your order.
If your order hasn’t shipped yet, we can cancel and refund it, which takes about 5-10 business days to process. You can then place a new order on our website.
However, once your order has been shipped, we cannot cancel it.
In either case, please reach out to us, and we’ll assist you further.
To check the status of your pre-order, simply log into your account to view your order details. If you haven’t registered an account yet, you can create one by clicking here.
If your pre-ordered item hasn’t shipped, its status will show as “unfulfilled.” Once your order ships, you’ll receive a shipping confirmation email along with a tracking number to follow your shipment’s progress!
We understand the importance of security and privacy when it comes to your payment information. For your safety and peace of mind, we do not store your full credit card details on our servers. When you make a purchase or set up a recurring payment with us, we use trusted third-party payment processors, such as Stripe or PayPal, which are PCI DSS (Payment Card Industry Data Security Standard) compliant. These services handle all sensitive card data securely, ensuring that your financial information is protected at all times.
If you choose to save payment methods for faster checkout in the future, only a token or identifier is stored on our system, which cannot be used to reconstruct your full card number. This allows you to have a convenient shopping experience without compromising your security.
Should you have any concerns regarding the security of your payment information or need further clarification, please do not hesitate to contact our customer support team.
Our prices include both applicable sales tax and import duties, ensuring there are no hidden costs at checkout. The total amount you see listed for each item or service already incorporates these charges based on current regulations and the location to which the goods will be delivered.
For customers within [Your Country/State], the displayed price includes the relevant sales tax as required by law. For international customers, we have pre-calculated and included any applicable import duties in the price you see, so there should be no additional customs-related fees upon receipt of your shipment. However, please note that local taxes or other charges may still apply depending on the regulations of the destination country.
It’s important to understand that while we strive to accurately calculate all potential charges, changes in tariff rates or unforeseen customs policies could occasionally lead to additional fees. In such rare cases, these would be outside of our control and responsibility.
If you have any questions regarding the taxes and duties included in our pricing or other charges that may apply to your order, please feel free to contact our customer service team for further assistance.
We currently offer shipping to a wide range of international destinations, including [List of Countries or Regions if Limited]. To check if we ship to your specific country, please enter your delivery address during the checkout process. Our system will automatically verify whether shipping is available to that location.
If your country is supported, you will be provided with shipping options and associated costs at checkout. Please note that shipping times and rates may vary depending on your destination and selected service.
For customers in countries not listed or where shipping is not automatically confirmed, please contact our customer service team. We can provide more information about potential shipping solutions, including estimated costs and delivery times.
We are continually expanding our shipping services to reach more customers worldwide. If you have any questions regarding shipping availability, options, or need assistance with placing an order, feel free to reach out to us for support.
We strive to ship all items from a single order together whenever possible. However, this depends on several factors, including product availability and shipping location.
In-stock Items: If all items in your order are available and in stock, we will typically ship them together in one package to minimize shipping costs and reduce delivery time.
Pre-order or Backorder Items: If your order contains items that are on pre-order or backorder, we may choose to ship these items separately once they become available, to ensure you receive the in-stock items as soon as possible.
Different Warehouses: In some cases, items within a single order might be stored in different warehouses or fulfillment centers. Depending on our logistics process, this could result in separate shipments for efficiency.
If you have a preference for how your items are shipped or if you need all items to arrive together, please contact our customer service team before placing your order. We will do our best to accommodate your request and provide you with the most convenient shipping arrangement.
For more detailed information about our shipping policies or to inquire about a specific order, feel free to reach out to us at any time.
If you need to swap an item
Returns and Exchanges
At OWAYKI, we are committed to ensuring your satisfaction with every purchase. We provide a straightforward returns policy designed to make the process as easy and hassle-free as possible.
General Returns Policy
- Eligibility: Items must be returned within 7 days of delivery in their original condition, unused, and in the original packaging, including all tags and labels attached.
- Refund Processing: Once we receive and inspect your returned item(s), we will process a refund to your original method of payment. Please allow 10 business days for the refund to be processed.
- Exchanges: If you wish to exchange an item for a different size, color, or product, please follow our return process, and place a new order for the desired item. Upon receipt of the returned item, we will issue a refund for the original purchase.
Special Conditions
- Custom/Personalized Items: Due to the personalized nature of these items, they are not eligible for returns or exchanges unless they arrive damaged or defective.
- Clearance/Sale Items: Sale items may have different return policies or may be final sale. Please check the product page for specific details.
- Damaged Items: If you receive an item that is damaged or defective, please contact our customer service team within 3 days of receiving your order. We will arrange for a replacement or refund as appropriate.
How to Return an Item
- Initiate Return: Contact our customer service team to start the return process.
- Print Label: You will receive a prepaid shipping label (if applicable) to affix to your package.
- Ship Item: Send the item back to us using the provided shipping label or your preferred carrier.
- Track Your Return: Use the tracking number provided to monitor the status of your return.
Contact Us
If you have any questions about our returns policy or need assistance with a return, please feel free to contact us via email at owayki.official@outlook.com or call us at +64 21 026 92832. We are here to help and ensure you are satisfied with our service.
We sincerely apologize for the inconvenience caused by the incorrect item you received. At OWAYKI, we strive to ensure that every order is fulfilled accurately, and we regret that this has occurred. Please follow the steps below to resolve this issue as quickly as possible:
Steps to Resolve
Contact Us: Please contact our customer service team immediately at owayki.official@outlook.com or call us at +64 21 026 92832. Have your order number and a description of the incorrect item ready.
Provide Details: In your communication, please include details about the discrepancy, such as:
- A description of the item you received
- The item you were expecting
- Any photos of the received item (if available)
Return Process: Once we have reviewed your case, we will guide you through the return process. You will receive a prepaid shipping label (if applicable) to send the incorrect item back to us.
Replacement or Refund: We will either send out the correct item as soon as possible or process a refund for the incorrect item based on your preference.
Additional Support
- Expedited Handling: If you are in urgent need of the correct item, please let us know, and we will do our best to expedite the replacement process.
- Compensation: Depending on the circumstances, we may offer compensation for the inconvenience caused.
We appreciate your understanding and patience as we work to rectify this situation. Our goal is to make this process as smooth as possible for you. If you have any further questions or concerns, please don’t hesitate to reach out to us.
Thank you for bringing this to our attention, and we look forward to resolving this matter promptly.
Best regards,
The OWAYKI Customer Service Team
At OWAYKI, we strive to ensure that all items reach our customers in perfect condition, and we regret that this has occurred. Please accept our sincere apologies for the inconvenience caused.
Steps to Resolve
Contact Us: Please contact our customer service team at owayki.official@outlook.com or call us at +64 21 026 92832 as soon as possible. Have your order number and a description of the damage ready.
Provide Details: In your communication, please include:
- A detailed description of the damage.
- Photos of both the damaged item and its packaging (if available). These will help us investigate the issue and prevent similar occurrences in the future.
Return Process: Once we have reviewed your case, we will guide you through the return process. You will receive a prepaid shipping label (if applicable) to send the damaged item back to us.
Replacement or Refund: We will promptly arrange for a replacement to be sent out or process a refund for the damaged item based on your preference.
Additional Support
- Expedited Handling: If you need the replacement urgently, please let us know, and we will do our best to expedite the process.
- Compensation: Depending on the circumstances, we may offer additional compensation for the inconvenience caused.
We appreciate your understanding and patience as we work to resolve this situation. Our goal is to make this process as smooth and hassle-free as possible for you. If you have any further questions or concerns, please don’t hesitate to reach out to us.
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Steps to Correct Your Shipping Address
Contact Us Immediately: If you’ve realized the shipping address is incorrect before your order has been dispatched, please contact our customer service team immediately at owayki.official@outlook.com or call us at +64 21 026 92832. Have your order number ready so we can locate your order quickly.
Provide Correct Information: In your communication, please provide the correct shipping address details, including:
- Full name
- Street address (including apartment, suite, unit, etc.)
- City, State/Province, ZIP/Postal Code
- Country
- Phone number (optional but helpful)
Order Status Check: If your order has already been shipped, unfortunately, we may not be able to change the shipping address. However, we can assist you in tracking your package and provide guidance on how to redirect it once it arrives at the incorrect address.
Additional Support
Redirection Options: Depending on the carrier and the stage of shipment, some carriers offer redirection services. We can help you explore these options.
Refund or Reshipment: If the package cannot be redirected and ends up undeliverable, we will work with you to arrange a refund or reshipment of your order. Please note that reshipment fees may apply based on our policy.
Thank you for contacting OWAYKI. To change or cancel your order:
- Before Processing: Contact us immediately at owayki.official@outlook.com or call +64 21 026 92832 with your order number. Changes are usually possible before the order is processed.
- After Dispatch: If your order has already been shipped, changes or cancellations cannot be made. You can return the items following our returns policy.
For faster assistance, please provide your order number and details of the changes you need.
Best regards,
The OWAYKI Customer Service Team
Thank you for your interest in our product. If an item is listed as sold out, we currently do not offer pre-order options. However, we recommend the following steps:
- Sign Up for Restock Alerts: You can sign up for restock alerts on the product page to be notified when the item becomes available again.
- Follow Us on Social Media: Keep an eye on our social media channels for updates and announcements about restocked or new arrivals.
We appreciate your patience and understanding. If you have any other questions or need assistance, please don’t hesitate to contact us.
Best regards,
The OWAYKI Customer Service Team.