I’ve received a faulty item
We’re really sorry if you’ve received a faulty item and we’d like to sort this out for you. Please get in touch with our customer support team who will be happy to help you further.

Please note that we are unable to send replacements for faulty items. All items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

I’m missing a product from my order. What do I do?
We’re very sorry that you’re missing an item from your order and we’d like to help you.

Before you contact us, it’s worth checking the following:

• The item(s) you ordered may be out of stock. Please check your email to see if we’ve sent you a message about this. It’s worth checking your junk / spam folder too!

• If you’ve placed multiple orders within a few days of each other and they’re all being shipped to the same address, it might be that these orders have been split into separate deliveries and will be arriving on different days. Please check your account to see if your orders have different tracking numbers.

If you’ve checked all of the above and you’re still sure you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll try our best to help you.

I’ve received an incorrect item, what do I do?
We’re very sorry that this has happened and we’d like to make sure this is resolved quickly.

Please reach out to our customer support team and we will arrange for the incorrect item to be returned back to us. A refund will be processed back to your account and if you still want the order and your desired items are still in stock, please order them through our website as normal.

• It can take up to 10 days for your incorrect order to reach the warehouse and be processed.

• Refunds can take up to 10 working days to show on your account.

We’re no longer offering exchanges to our customers. All returned items will be refunded once they’ve been inspected by our warehouse team. If you need a different product, size or colour of an item, then you’ll need to place a new order. 

• You have 30 days from the date you receive your order to return it for a refund.

• It can take up to 10 days for your order to reach the warehouse and be processed.

• Refunds can take up to 10 working days to show on your account.

Track your order
All you need to do, is log in to your ‘Account‘ and select the order you wish to track. If your order does not have a tracking number, please contact one of our agents who will be able to help you.

I’m still waiting for my order
If your estimated delivery date has not elapsed, please allow a few extra days for your order to be delivered. This is especially important during busier periods like Christmas and seasonal sales. Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.

How do I return a product I’ve changed my mind about?
Please contact us and we’ll issue you with a return number and a return address. You’ll need to include this number with your order. It is your responsibility to ensure that the parcel reaches our warehouse, so it’s important that you use a tracked method wherever possible. If a parcel doesn’t arrive at our warehouse, we regret that we won’t be able to process a refund.

Do I have to pay for my return?
At present, we regret that we are unable to offer free returns unless a product has a manufacturer’s fault or has arrived damaged.

How long do I have to return?
You have 30 days from the date your order was delivered to return it for a refund. *All returns are subject to our original condition and fair use policies set out in our return policy.

Packaging your return
If you have items from more than one order that you’d like to return, you can send them back in the same parcel. Just make sure to let us know when you are requesting a return and we will issue you with the appropriate return number.
Please make sure that all items you have selected to return fit in one parcel. If all of the items don’t fit into one parcel, you’ll need to request a separate return and return your items in more than one parcel.

Please remember to package your order securely so that it is not damaged in transit. It’s important to use the correct packaging for different products, for example, heavier notebooks must be sent back in a box while pens can be returned in a padded envelope.

Have you received my return?
If you’re returning items from the UK, it can take up to 10 days (excluding public holidays) for your order to reach the warehouse and be processed. We’ll send you an email as soon as we’ve completed your return.

How long does a refund take?
Refunds can take up to 10 working days to show on your account, depending on your payment provider. We will automatically issue your refund to the payment method you used to purchase your original order.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ohkitty.shop.If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ohkitty.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
At this time, we do not offer product exchange. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.