Our Stand Behind What We Sell
At Oolok.com, we understand that buying sunglasses and swimwear online requires confidence. You cannot try on the frames to see how they contour your face, nor can you feel the swimsuit fabric against your skin before clicking purchase. That is why we have built a return framework that respects your need for flexibility while maintaining fairness for our business.
The Window for Returns
You have 30 days from the date of delivery to initiate a return. This applies to all sunglasses, swimwear, bikinis, one-piece suits, cover-ups, and related accessories sold on our platform. The 30-day period gives you ample time to unbox your order, assess the fit and style in the comfort of your home, and decide whether the item truly belongs in your summer rotation.
Condition Requirements for Returned Items
To be eligible for a refund or exchange, items must remain in pristine, unworn condition. Sunglasses must have no fingerprints on the lenses, no scratches on the frames, and all original protective film intact. Swimwear must have the hygiene liner undisturbed, all tags attached, and no contact with lotions, sunscreens, or pool water. Items that show evidence of wear, washing, or outdoor use will be rejected and returned to you at your expense. We conduct thorough inspections upon receipt because the nature of our products demands strict hygiene and quality standards.
How to Begin the Return Process
Send an email to support@oolok.com with your order number, the specific item you wish to return, and the reason for your dissatisfaction. Our returns team will respond within 1 to 2 business days with a return merchandise authorization number and detailed shipping instructions. Write this authorization number clearly on the exterior of your return package. Returns sent without this number will be refused at our Hong Kong facility and shipped back to you without refund or exchange.
Cost of Sending Items Back
Return shipping costs are borne by you, the customer, in all cases except where we shipped the wrong item, the wrong color or size, or a defective product. If you received a pair of sunglasses with cracked lenses, a swimsuit with a broken zipper, or an item entirely different from what you ordered, we will email you a prepaid return label and absorb all associated costs. For all other returns, we recommend selecting a shipping method that includes tracking and insurance, as Oolok.com cannot assume responsibility for parcels lost during the return journey.
What Happens After We Receive Your Return
Once your package arrives at our Hong Kong warehouse, our quality assurance team examines it within 3 to 5 business days. If the item passes inspection and meets our condition criteria, we process your refund to the original payment method. Credit card refunds typically reflect within 5 to 10 business days, though your card issuer may require additional processing time. Digital wallet refunds usually appear faster. We do not refund the original shipping cost unless the return stems from our error.
Exchanging for a Different Look
If the cat-eye frames you chose feel too bold, or the high-waisted bikini bottoms sit differently than expected, we welcome exchanges. The process mirrors our return procedure. Request an exchange authorization via support@oolok.com, return the unwanted item, and place a new order for your preferred replacement. This parallel approach ensures the style, size, or color you want remains reserved while your return is in transit. If the replacement item sells out before your return reaches us, we issue a refund and notify you when the item restocks.
Defective or Incorrect Shipments
Mistakes happen, despite our best efforts. If you open your package to find sunglasses with misaligned hinges, swimwear with fabric flaws, or an item you never ordered, contact us within 7 days of delivery. Attach photographs that clearly illustrate the defect or discrepancy, including the product itself and the packing slip. We will verify the issue and offer a replacement, exchange, or full refund, including reimbursement for any return shipping you may have already paid.
Items That Cannot Be Returned
Certain categories are final sale and ineligible for return or refund. These include items marked as clearance, limited edition, or final sale on the product page. Additionally, any product that has been personalized, altered, or customized at your request cannot be returned. We clearly label these exclusions before purchase to ensure transparency.