Frequently Asked Questions (FAQs)

Ordering

When Will My Order Ship?
At OkapiGlow, we aim to pack and ship your order within 1-2 business days. For larger items, please allow 3-4 business days for processing. Orders placed after 1:00 pm AWST on Fridays or over the weekend will be processed and shipped on the next business day.

Where Do You Ship To?
Currently, OkapiGlow ships exclusively within Australia, ensuring timely delivery to your location. We are working on expanding our delivery zones in the future.

I Have a Question About My Order. Who Can I Talk To?
Your satisfaction is our top priority. If you have any questions or concerns about your order, please contact our customer support team via email at care@okapiglow.com.au or by phone during business hours. We’re always here to assist you.

Product

How Are the Product Materials Sourced?
At OkapiGlow, we prioritize using safe, eco-friendly, and baby-friendly materials. Our trusted suppliers undergo strict quality checks to ensure every product meets the highest safety standards, giving you peace of mind when shopping for your little ones.

How Accurate Are the Colours Shown in Your Photos?
We make every effort to represent the colours of our products accurately in photos. However, slight variations may occur due to display settings and lighting conditions. If you have any questions about a product’s colour, feel free to contact our customer support team for assistance.

Returns

What Is Your Return Policy?
We want you to love your purchase! If you’re not satisfied, we accept returns within 14 days of delivery. Please ensure items are in their original packaging and condition. For full details, check our Returns & Exchanges page.

My Item Arrived Damaged. What Should I Do?
We’re sorry for any inconvenience caused. If your item arrives damaged:

  1. Contact our customer support team at care@okapiglow.com.au.
  2. Include photos of the damaged product and packaging.

We’ll guide you through the process to ensure a quick resolution, whether it’s a replacement or refund.

Payment

Do You Offer Cash on Delivery?
At OkapiGlow, we do not currently offer Cash on Delivery (COD). We provide secure online payment options, including credit/debit cards, PayPal, and other trusted methods.

Can I Use Afterpay for My Purchase?
Yes! OkapiGlow proudly offers Afterpay as a flexible payment option for our Australian customers. With Afterpay, you can shop now and pay in four interest-free installments. Simply select Afterpay at checkout for a seamless payment experience.

 

Ordering

When Will My Order Ship?

Our team needs 1–3 business days to pack and ship your order. Orders placed after 1:00 pm AWST on Fridays, or over the weekend, will be processed on the next business day.

Where Do You Ship To?

We currently ship Australia-wide. Standard and Express shipping options are available at checkout where applicable. Free standard shipping is available on orders over $75.

Who Can I Contact About My Order?

If you have a question about your order, please contact us through our Contact page. Include your order number and a brief description of your enquiry so we can assist you as quickly as possible.

Product

What Materials Are Used in Your Products?

Product materials vary depending on the item. Please refer to the individual product description for material and care information. Where available, we include relevant product details provided by our suppliers so you can make an informed choice before purchasing.

How Accurate Are the Colours Shown in Product Photos?

We make every effort to represent product colours as accurately as possible. However, colours may appear slightly different depending on your screen settings and lighting conditions. Please refer to the individual product description for additional colour and material details.

Returns

What Is Your Return Policy?

If an item is eligible for return, please contact us within 7 days of receiving your order. OkapiGlow does not accept returns for change of mind, and certain hygiene-sensitive products are excluded from return. Approved refunds are processed within 5–7 business days. Please see our Returns & Refunds Policy for full details. This does not affect your rights under Australian Consumer Law.

My Item Arrived Damaged. What Should I Do?

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible through our Contact page. Include your order number and clear photos of the item and packaging so we can assess the issue. We will work with you to arrange an appropriate solution in accordance with Australian Consumer Law.

Payment

Do You Offer Cash on Delivery?

No, OkapiGlow does not offer Cash on Delivery (COD). We accept secure online payment methods available at checkout, including major debit and credit cards and PayPal.