Returns & Exchanges

Effective Date: 25 February 2026

At OkapiGlow, we take pride in the quality of our products. Please read our policy carefully before making a purchase.

This policy operates in accordance with Australian Consumer Law (ACL).

1️⃣ Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, provided that:

• The item is unused
• The item is unworn
• The item is unwashed
• All original tags remain attached
• The item is returned in original packaging

Items that show signs of wear, washing, damage, makeup marks, perfume, or odour will not be accepted.

Customers are responsible for all return shipping costs.

Original shipping fees are non-refundable.

2️⃣ Items Not Eligible for Return

We do not accept returns or exchanges on:

• Sale or clearance items
• Made-to-order items
• Gift cards
• Items returned outside the 14-day period
• Items not in original condition

Due to hygiene reasons, worn baby clothing cannot be returned.

3️⃣ Exchanges

We do not offer automatic exchanges.

If you require a different size, you must return the original item (if eligible) and place a new order.

All exchange requests are subject to stock availability.

4️⃣ Faulty or Damaged Items (Australian Consumer Law)

Under Australian Consumer Law, customers are entitled to a remedy if a product:

• Has a major fault
• Is significantly different from the description
• Is unsafe or not fit for purpose

If your item arrives faulty or damaged:

  1. Email care@okapiglow.com.au within 48 hours of delivery

  2. Include your order number

  3. Provide clear photos of the issue

If a fault is confirmed, we will offer a repair, replacement, or refund in accordance with ACL.

OkapiGlow will cover return shipping costs for approved faulty items.

5️⃣ How to Request a Return

To request a return:

  1. Email care@okapiglow.com.au

  2. Include your order number

  3. Wait for written return approval and instructions

Returns sent without prior approval may not be accepted.

6️⃣ Refund Processing

Once your return is received and inspected:

• Approved refunds will be processed within 3–5 business days
• Refunds are issued to the original payment method
• Bank processing times may vary

7️⃣ Important Notice

We recommend carefully reviewing product descriptions and size guides before purchasing, especially for special occasion outfits.