Matilda

Order Information

• If you have a discount code/promotion code, please input the code before checking out your order for discount to be valid. 
• All orders will be automatically cancelled if payment is not made within the stated time frame.
• Please note that by carting the item(s) does not mean you have successfully secure the item(s). Item(s) will only be secured upon successful submission and acceptance of your payment.
• Once an order is placed, you should receive an invoice immediately from us. If you did not receive an invoice within 10 minutes, please email us at hello@loveokab.com.
• We hold the rights to accept or reject any order(s).

Payment

• We accept payment via i-banking, credit cards and Paypal accounts. ATM transfer, cash deposits and cash on delivery are strictly not accepted.
• Our bank account is DBS Autosave Account: 166-002354-2

Please note that the above delivery time refers to delivery days. Additional 1-2 days will be required prior to verify, process and dispatch your order.

Standard Courier:

• Delivery Time: 3-5 working days after parcel is picked up
• Charges: $3.50 Flat Rate
• Additional charge of $3.00 is applicable for time slot delivery
• Delivery Hours: Next day anytime from 9am to 10pm
• A charge of $6 will be applicable for standard re-delivery
• Kindly provide an active mobile number upon check out for delivery purpose

Self Collection Points:

• Delivery Time: 3 - 5 working days after parcel is dropped off
• Charges: $3.50 Flat Rate 
• A charge of $3.00 will be applicable for re-delivery if not collected within time stipulated
• Please read here if you have opted for this delivery option

Other Important Matters:

• We will take 1-2 working days (excluding weekends and public holidays) to verify, process and dispatch your order.
• If you have an urgent need for the item(s), you may email to hello@loveokab.com to enquire before placing your order. We will TRY our best to make special arrangement.
• In case of refunds and exchanges, please read here.
• Self-collection from our premise is strictly not allowed.

Exchange of size

• All local online orders from loveokab.com come with one-time exchange in size only for the exact design and colour at no cost. Purchase made during pop-up, at retail shops or fairs are not eligible for such exchange.
• Sale items are strictly not eligible for any exchange.
• International orders are not valid for exchange in size unless customers bear all return and re-delivery fees.
• Size exchange is subjected to availability and is only valid for products with the same retail value. If you are exchanging to another design or colour, please refer to “Exchange due to change of Design/Colour” for more.
• Please be assured that items are checked for zero defects before dispatch are made. In the unlikely event that defective/ incorrect item or incorrect size is received, we will be glad to do an exchange for you at no cost.

Exchange of Design/ Colour

• Only applicable for online purchases from loveokab.com. In the event you would like to change to another design/color, an exchange is possible at a nominal delivery fee below. A top-up would be required for exchange to another pair of higher retail value.
• Purchase made during pop-up, at retail shops or fairs are not eligible for such exchange.
• Sale items are strictly not eligible for any exchange.
• International orders are not valid for exchange unless customers bear all return and re-delivery fees.
• Please refer the steps below on how to exchange:

All request for exchange must be emailed to and received by Love Oka-B at hello@loveokab.com within 5 calendar days from date of receiving your items, with the following details:

- Subject: Exchange/ Defect for Order #XXX
- Email Content: 
- Item(s) to exchange from: Eg. Aspen-Dove Size 36
- Item(s) to exchange to: Eg. Aspen-Dove Size 37

Please include a few clear snapshots of the item (under sole/ inner sole/ defected area) for the exchange in the email and wait for our approval on the request. Once approved, the item(s) would have to be sent back to us within 3 calendar days from the day of approval. We offer/ accept the below delivery options:

Returns & Refunds

• Only applicable for online purchases from loveokab.com. If you have not been 100% satisfied with your purchase, you may return the product and get a one-time cash refund per order.
• Initial paid delivery fee will not be refunded.
• Customer is also required to backpay the initial delivery fee at prevalent rate if the order was entitled to free delivery. 
• Purchase made during pop-up, at retail shops or fairs are not eligible for refunds.
• Sale items are strictly not eligible for any refund.
• International orders are not valid for refunds unless customers bear all return fees.
• Please refer the steps below:

All request for refund must be emailed to and received by Love Oka-B at hello@loveokab.com within 5 calendar days from date of receiving your items with the following details:

Subject: Return and Refund for Order #XXX
Email Content in include:
Item(s) to return: Eg. Aspen-Dove Size 39
Account Number/ Paynow number to refund to: Eg. POSB Savings XXX-XXXXX-X / PayNow Number

Please include a few clear snapshots of the item (under sole/ inner sole etc) for the refund in the email and wait for our approval for the request.

Once approved, the item(s) would have to be sent back to us within 3 calendar days from the day of approval via any form of delivery with parcel tracking. The tracking number will have to be provided to us and we will not be liable for any lost parcel in transit.

Upon receipt of the item(s) and where the condition of the item(s) are deemed satisfactory, we will then proceed to do a cash refund processed via bank transfer/ PayNow to your designated account within 5 working days. Please check and ensure that your account details provided to us is correct as we will not be responsible if you have provided us with an incorrect account number. Customers will be informed via email when the refund is completed.

How will I get refunded?

• Payment by i-banking during purchase;
  A cash refund of the net purchase amount (to less another $3.50 delivery fee if order was entitled to free delivery) will be made via bank transfer/PayNow to your account.

Example: You have purchased the item for S$92.50 (including S$3.50 delivery fee) and have paid via bank transfer. You will receive S$89 (excluding the delivery fee) for the refund.

• Payment by Credit Cards, Paypal during purchase:
  An administrative fee of 4% of the net purchase amount (to less another $3.50 delivery fee if order was entitled to free delivery) will be retained by us and the balance will be made via bank transfer/PayNow to your account.

Example: You have purchased the item at S$80.10 with free shipping via credit card (after 10% promo code was applied). Refunded amount would be S$73.26 (purchase price S$80.10 - delivery fee $3.50 - 4% administrative fee of S$3.34).

Other important matter

• Exchanges & Refunds are only valid one-time per order (excluding international order unless otherwise stated).
• We will not be responsible for any parcel lost in transit that are arranged by customers for the exchange & refunds.
• Defects which are caused/ appeared to be caused by deliberate damage of the item(s) in order to make it/them eligible for exchange/ return will not be considered.
• All items returned for exchange & returns must be unused and unworn, in its original condition and packaging. Items which do not fulfil these criteria will be duly rejected.
• We reserve the right to reject any request for exchange that does not abide to conditions listed above and to amend the terms from time to time without prior notice.
• Exchanges and refunds are only applicable for product purchased online from loveokab.com with a valid order number.