Contact, Complaints & Dispute Resolution

Love, OkiiShii

At Love, OkiiShii, we value the trust our customers place in us and believe that every concern deserves to be handled with care, professionalism and respect.

We are committed to providing clear communication, reviewing customer concerns fairly and working towards appropriate resolutions whenever an issue arises.

Whether your enquiry concerns an order request, payment, product quality, personalization, courier delivery or another aspect of your experience, we encourage you to contact us so that we have an opportunity to understand and address the matter.

This policy explains how customers may contact Love, OkiiShii, submit complaints, provide supporting information and seek appropriate assistance.

1. Contacting Love, OkiiShii

Customers may contact Love, OkiiShii through our approved communication channels.

Email: info@loveokiishii.com

Website: loveokiishii.com

WhatsApp: Through the official contact information provided on our website or during the ordering process.

Customers may also use our website contact form where available.

For new orders and quotation requests, customers should complete the Start Your Order form on our website.

When contacting us about an existing order, please include:

• Your full name
• Order number or reference, where available
• Event date, where relevant
• A clear description of your enquiry or concern
• Relevant photographs, videos or screenshots
• Any other information that may reasonably assist us

Providing complete information helps us identify your order and respond more efficiently.

For your security, please never share online banking passwords, PINs, one-time authentication codes or other confidential banking credentials.

2. How to Submit a Complaint

If you believe there is a problem with your order, product or customer experience, please contact Love, OkiiShii as soon as reasonably possible after discovering the issue.

Complaints may concern:

• Incorrect products or quantities
• Missing items
• Visible damage or breakage
• Incorrect personalization, where applicable
• Products that differ materially from the confirmed order
• Payment discrepancies
• Unexpected processing delays
• Courier transportation or collection concerns
• Product quality or safety
• Customer-service issues
• Other matters relating to an order

Depending on the circumstances, we may request supporting information, including:

• Clear photographs or videos of the affected products
• Photographs of the parcel and packaging
• The order confirmation or quotation
• An approved design proof, where applicable
• Relevant payment information
• Courier shipment or collection details
• The quantity of products affected
• Relevant written communications

Customers are encouraged to describe the concern as clearly as possible.

For visible damage, shortages or incorrect personalization, please notify us within 48 hours of collecting your parcel from Knutsford Express, where reasonably possible.

Prompt reporting can make it easier to investigate product condition, courier damage and other time-sensitive concerns.

This reporting guidance does not remove or limit any rights available under applicable consumer protection laws.

3. Complaint Acknowledgement & Response Times

Love, OkiiShii aims to handle complaints promptly and fairly.

Our standard complaint-handling targets are to:

• Acknowledge complaints within 2 business days.
• Provide a substantive response or meaningful update within 7 business days.

These are service targets rather than guarantees that every investigation will be completed within the stated period.

Certain matters may require additional time, particularly where we need to:

• Review order records and written confirmations
• Verify a bank transfer
• Review photographs or other evidence
• Investigate a production or personalization issue
• Contact a supplier or manufacturer
• Communicate with Knutsford Express
• Assess a damaged or defective product
• Request additional information from the customer

If additional time is reasonably required, we will aim to keep the customer informed of the investigation's progress.

We encourage customers to respond promptly to reasonable requests for information so that their concerns can be assessed efficiently.

4. How Complaints Are Reviewed

Each complaint will be assessed according to its individual circumstances, the agreed order details and the applicable Love, OkiiShii policies.

Relevant considerations may include:

• The confirmed product description and quantity
• The agreed design or personalization, where applicable
• Any approved design proof
• The condition of the products when dispatched
• Available quality-control records
• The condition of the parcel during or after courier delivery
• Whether the issue occurred during production, transportation or subsequent handling
• Whether relevant care or storage instructions were followed
• The number of products affected
• The nature and seriousness of the concern
• Applicable consumer protection requirements

Not all complaints will result in the same outcome.

Love, OkiiShii will make reasonable efforts to assess concerns fairly and distinguish between production errors, courier-related issues, customer handling concerns and reasonable handmade variations.

5. Possible Complaint Resolutions

Where a complaint is substantiated, an appropriate resolution will be considered based on the circumstances and applicable legal rights.

Depending on the issue, possible resolutions may include:

• Correction of an error
• Repair or adjustment, where appropriate
• Replacement of an affected product
• Partial replacement
• Reproduction or remake of an affected item
• Partial refund
• Refund
• Store credit, where voluntarily agreed
• Another reasonable solution agreed with the customer

The appropriate remedy will depend on the nature of the problem, the condition of the products and the customer's applicable rights.

A full refund or complete remake will not automatically be appropriate for every concern.

However, Love, OkiiShii will not use this policy to deny a remedy that a customer is legally entitled to receive.

Any agreed resolution will be communicated to the customer through an approved written communication channel.

6. Customer Cooperation & Supporting Evidence

Customers are encouraged to retain relevant information while a complaint is being reviewed.

Where reasonably possible, please keep:

• The affected product
• Original packaging
• Protective wrapping or cushioning
• Product labels
• Courier shipment information
• Photographs of the condition in which the order was received
• Written order confirmations
• Other relevant records

Where safe and practical, customers should avoid discarding, altering or further damaging disputed products before we have had a reasonable opportunity to review the reported concern.

Products that appear unsafe, contaminated or otherwise unsuitable for use should not be consumed or used.

Nothing in this section requires customers to retain unsafe products in a manner that creates a health or safety risk.

We may ask reasonable questions or request additional photographs to help determine the nature and extent of an issue.

Customer cooperation assists the investigation but does not remove statutory consumer rights.

7. Concerns Identified During Knutsford Express Collection

Love, OkiiShii currently dispatches accepted, eligible orders through Knutsford Express Courier Services to supported courier collection locations within Jamaica.

We do not offer direct customer pickup from Love, OkiiShii, home delivery or international shipping.

Customers are encouraged to inspect their parcels and products as soon as reasonably practical after collection.

Where visible damage is identified, customers should document the condition promptly.

Examples include:

• Broken or cracked containers
• Significant leakage
• Incorrect quantities
• Missing products
• Incorrect items
• Damaged packaging
• Visibly damaged decorative components
• Incorrect personalization, where applicable

If damage is apparent when collecting a parcel, customers should bring the matter to the attention of Knutsford Express where reasonably possible and contact Love, OkiiShii promptly.

Please retain the original packaging and provide clear photographs or videos of the damage.

Visible damage, shortages and incorrect personalization should be reported within 48 hours of parcel collection, where reasonably possible.

Issues that could not reasonably have been identified during initial inspection may still be reported after discovery, subject to applicable rights and circumstances.

8. Damage During Courier Transportation

Although Love, OkiiShii carefully prepares orders for dispatch, unexpected issues may sometimes occur during transportation.

Where a customer believes that an order was damaged while being transported by Knutsford Express, they should contact Love, OkiiShii as soon as reasonably possible.

Customers may be asked to provide:

• The relevant order number
• Courier shipment details
• Photographs of the parcel's exterior
• Photographs of the internal packaging
• Photographs of the affected products
• A description of the damage
• Information about the condition of the parcel at collection

Where necessary, Love, OkiiShii may communicate with Knutsford Express to assist in reviewing the circumstances.

Courier-related damage will be assessed separately from damage caused by improper customer handling after collection.

The use of a third-party courier does not automatically remove any responsibility Love, OkiiShii may have under applicable law.

Where a product arrives damaged, defective or otherwise fails to meet applicable legal requirements, an appropriate remedy will be considered in accordance with our Returns, Refunds & Exchanges Policy and relevant consumer rights.

Customers should also follow any applicable Knutsford Express procedures for reporting damaged parcels.

9. Damage or Deterioration After Collection

After collecting an order from Knutsford Express, customers are responsible for taking reasonable care of the products during transportation, storage, handling and distribution.

Depending on the product, damage or deterioration may result from:

• Dropping or crushing
• Excessive heat
• Direct sunlight
• Moisture or humidity
• Improper refrigeration, where required
• Inappropriate storage
• Rough handling
• Failure to follow product-specific instructions
• Other unsuitable conditions after collection

Damage caused solely by improper customer handling or storage after collection will generally not be considered a production defect.

Certain edible, fragrance-sensitive, fragile or temperature-sensitive favours may require particular care.

Customers should collect parcels promptly and follow any applicable manufacturer or product-specific instructions.

However, damage occurring after collection does not automatically establish that the customer caused the problem.

Concerns relating to defects, incorrect products or other issues that existed before collection may still be considered.

Please refer to our Product Care, Safety & Allergen Information Policy for additional guidance.

10. Personalized Products & Approved Designs

Not all Love, OkiiShii products are customizable.

Some favours are offered exclusively in their existing designs, while selected products may include approved personalization options.

Where a design proof forms part of an order, customers are responsible for carefully reviewing the information shown before approval.

This may include:

• Names and initials
• Event dates
• Wording and spelling
• Colour selections
• Layout and decorative placement
• Logos or approved artwork

If a customer approves a proof containing a clearly visible error, a complimentary remake will not normally be available solely to correct that approved information.

Where time and materials permit, a paid correction or remake may be discussed.

However, if Love, OkiiShii produces an item differently from the correctly approved proof or confirmed order because of our error, the customer may contact us for an appropriate review and remedy.

Reasonable handmade variations in ribbon placement, bows, decorative arrangements or finishing are not automatically considered defects.

Material defects, missing items and significant differences from the agreed order may still be reported.

These matters are governed by our Custom Orders & Design Approval Policy and Returns, Refunds & Exchanges Policy.

11. Processing Delays & Event-Deadline Concerns

Love, OkiiShii operates with one standard estimated processing period of 7–14 calendar days, including weekends.

We do not offer rush orders, expedited production or priority processing.

The processing period begins only after the applicable order-start requirements have been satisfied.

These include order acceptance, payment clearance, complete information and any required design approval.

Knutsford Express courier transportation time is separate from the 7–14-calendar-day processing period.

Customers should allow sufficient time for:

• Order confirmation
• Processing and preparation
• Courier dispatch
• Courier transportation
• Parcel collection
• Event preparation

An event date provided during the ordering process does not automatically constitute a guaranteed delivery or collection date.

If a significant delay affects a confirmed order, customers may contact Love, OkiiShii for clarification.

Where a delay is caused by circumstances within our control or we are unable to fulfil the order as agreed, appropriate remedies will be considered under our applicable policies and consumer protection requirements.

Please refer to our Turnaround & Event Deadlines Policy and Shipping Policy for further information.

12. Payment Disputes

Love, OkiiShii currently accepts payments by bank transfer only.

Payments are not processed directly through loveokiishii.com.

If a customer believes there has been an error concerning a payment, deposit, outstanding balance or transaction, they should contact us with relevant information.

This may include:

• Transfer date
• Amount transferred
• Transaction reference
• Name associated with the transfer
• Relevant bank-transfer confirmation
• The quotation or invoice concerned

A payment screenshot or transfer receipt may assist us in identifying a transaction.

However, payment is considered received only when the funds have cleared and are visible in the designated Love, OkiiShii bank account.

Where a payment cannot immediately be verified, we may request additional information or ask the customer to confirm its status with their financial institution.

Customers should never provide banking passwords, PINs or authentication codes as part of a payment investigation.

Payment disputes, refunds and deposit arrangements will be reviewed in accordance with our Payments, Deposits & Cancellations Policy and applicable law.

13. Informal Resolution & Good-Faith Communication

Love, OkiiShii encourages customers to contact us directly when a concern arises.

We believe that respectful communication and a clear understanding of the circumstances can often help resolve misunderstandings efficiently.

Where appropriate, informal resolution may involve:

• Clarifying the agreed order terms
• Reviewing written confirmations
• Examining relevant evidence
• Correcting an administrative error
• Discussing an appropriate remedy
• Agreeing on reasonable next steps

Both Love, OkiiShii and the customer are encouraged to communicate respectfully and make reasonable efforts to resolve concerns in good faith.

However, customers are not required to surrender any statutory rights or legal remedies as a condition of communicating with us.

Nothing in this policy prevents a customer from contacting a competent regulatory authority or pursuing a legal remedy where permitted by law.

14. Consumer Complaints & External Assistance

Where a consumer complaint cannot be resolved satisfactorily through direct communication with Love, OkiiShii, customers may seek assistance from an appropriate consumer protection authority.

In Jamaica, the Consumer Affairs Commission (CAC) provides information and assistance concerning consumer complaints and disputes.

Customers are generally encouraged to raise their concerns with the business first and allow a reasonable opportunity for resolution.

Where the matter remains unresolved, customers may submit a complaint through the Commission's official channels.

Consumer Affairs Commission: https://www.cac.gov.jm/

File a complaint: https://www.cac.gov.jm/portal/index.php/component/visforms/?id=1&view=visforms

Customers may also seek independent legal advice or pursue another available legal or regulatory remedy where appropriate.

Nothing in this policy excludes, restricts or overrides consumer rights that cannot lawfully be waived.

15. Privacy Complaints & Personal Information

Love, OkiiShii takes concerns about personal information and customer privacy seriously.

Customers who have questions or complaints about how their personal information has been collected, used, retained or shared should contact us through our official communication channels.

Privacy concerns may include:

• Incorrect personal information
• Unauthorized disclosure
• Use of customer information for an unexpected purpose
• Requests to correct personal information
• Unwanted marketing communications
• Concerns about the handling of photographs or customer-supplied content
• Other matters relating to personal information

We will review such requests in accordance with our Privacy Policy and applicable data-protection requirements.

Where relevant, individuals may also have the right to submit a complaint to Jamaica's Office of the Information Commissioner (OIC).

Office of the Information Commissioner: https://oic.gov.jm/

Data Subject Complaint Form: https://oic.gov.jm/form/data-subject-complaint

Privacy complaints will be handled separately from ordinary product complaints where appropriate.

Please refer to our Privacy Policy for further information.

16. Governing Law & Consumer Rights

Unless applicable law requires otherwise, orders, agreements and disputes involving Love, OkiiShii are governed by the laws of Jamaica.

This policy is intended to provide a fair and transparent framework for handling customer concerns.

Nothing in this policy is intended to:

• Exclude liability that cannot lawfully be excluded
• Remove mandatory consumer protection rights
• Prevent customers from seeking assistance from an appropriate authority
• Restrict legally available remedies
• Override applicable statutory obligations

Where a provision of this policy conflicts with a mandatory requirement of applicable law, the legal requirement will prevail.

Any dispute requiring formal legal determination will be subject to the appropriate legal procedures and jurisdiction.

17. Records & Written Communication

Love, OkiiShii may retain relevant records where reasonably necessary and lawful for:

• Order administration
• Payment verification
• Production documentation
• Quality-control records
• Courier dispatch and delivery matters
• Complaint investigation
• Dispute resolution
• Legal and regulatory compliance
• Appropriate business recordkeeping

Customers are encouraged to retain their own records, including:

• Quotations and invoices
• Payment confirmations
• Order confirmations
• Approved design proofs, where applicable
• Product specifications
• Written communications
• Courier shipment information
• Knutsford Express collection confirmations
• Photographs of affected products or packaging

Where a disagreement concerns the instructions provided for an order, the latest applicable written confirmation accepted by both parties may be considered when reviewing the matter.

Personal information collected or retained during complaint handling will be managed in accordance with our Privacy Policy.

18. Policy Updates

Love, OkiiShii may update this policy periodically to reflect changes in:

• Our products and services
• Ordering procedures
• Payment arrangements
• Courier delivery operations
• Complaint-handling practices
• Applicable legal or regulatory requirements
• Business processes or technology

The current version will be published on loveokiishii.com.

Updates will generally apply prospectively and will not be used to remove rights that have already arisen under a confirmed order or applicable law.

Where a material change affects an existing order, we will assess the matter according to the terms applicable when that order was confirmed and any mandatory legal requirements.

19. Relationship to Other Policies

This policy should be read together with the following Love, OkiiShii policies:

• Terms & Conditions
• Returns, Refunds & Exchanges Policy
• Payments, Deposits & Cancellations Policy
• Custom Orders & Design Approval Policy
• Turnaround & Event Deadlines Policy
• Shipping Policy
• Product Care, Safety & Allergen Information Policy
• Photo, Reviews & Social Media Policy
• Privacy Policy

These policies provide additional information about orders, payments, product care, personalization, courier delivery, returns, privacy and customer responsibilities.

Our Commitment

At Love, OkiiShii, we believe that excellent customer service should extend beyond the moment an order is placed.

We understand that our favours are often intended for meaningful celebrations, and we recognize the importance of clear communication, thoughtful preparation and fair resolutions when concerns arise.

Every enquiry and complaint will be approached with professionalism, respect and a commitment to reviewing the circumstances carefully.

Beautiful Moments, Thoughtfully Made.

For enquiries, complaints or assistance with an existing order, please contact:

Email: info@loveokiishii.com

Website: loveokiishii.com

Love, OkiiShii

At Love, OkiiShii, we value the trust our customers place in us and believe that every concern deserves to be handled with care, professionalism and respect.

We are committed to providing clear communication, reviewing customer concerns fairly and working towards appropriate resolutions whenever an issue arises.

Whether your enquiry concerns an order request, payment, product quality, personalization, courier delivery or another aspect of your experience, we encourage you to contact us so that we have an opportunity to understand and address the matter.

This policy explains how customers may contact Love, OkiiShii, submit complaints, provide supporting information and seek appropriate assistance.

1. Contacting Love, OkiiShii

Customers may contact Love, OkiiShii through our approved communication channels.

Email: info@loveokiishii.com

Website: loveokiishii.com

WhatsApp: Through the official contact information provided on our website or during the ordering process.

Customers may also use our website contact form where available.

For new orders and quotation requests, customers should complete the Start Your Order form on our website.

When contacting us about an existing order, please include:

• Your full name
• Order number or reference, where available
• Event date, where relevant
• A clear description of your enquiry or concern
• Relevant photographs, videos or screenshots
• Any other information that may reasonably assist us

Providing complete information helps us identify your order and respond more efficiently.

For your security, please never share online banking passwords, PINs, one-time authentication codes or other confidential banking credentials.

2. How to Submit a Complaint

If you believe there is a problem with your order, product or customer experience, please contact Love, OkiiShii as soon as reasonably possible after discovering the issue.

Complaints may concern:

• Incorrect products or quantities
• Missing items
• Visible damage or breakage
• Incorrect personalization, where applicable
• Products that differ materially from the confirmed order
• Payment discrepancies
• Unexpected processing delays
• Courier transportation or collection concerns
• Product quality or safety
• Customer-service issues
• Other matters relating to an order

Depending on the circumstances, we may request supporting information, including:

• Clear photographs or videos of the affected products
• Photographs of the parcel and packaging
• The order confirmation or quotation
• An approved design proof, where applicable
• Relevant payment information
• Courier shipment or collection details
• The quantity of products affected
• Relevant written communications

Customers are encouraged to describe the concern as clearly as possible.

For visible damage, shortages or incorrect personalization, please notify us within 48 hours of collecting your parcel from Knutsford Express, where reasonably possible.

Prompt reporting can make it easier to investigate product condition, courier damage and other time-sensitive concerns.

This reporting guidance does not remove or limit any rights available under applicable consumer protection laws.

3. Complaint Acknowledgement & Response Times

Love, OkiiShii aims to handle complaints promptly and fairly.

Our standard complaint-handling targets are to:

• Acknowledge complaints within 2 business days.
• Provide a substantive response or meaningful update within 7 business days.

These are service targets rather than guarantees that every investigation will be completed within the stated period.

Certain matters may require additional time, particularly where we need to:

• Review order records and written confirmations
• Verify a bank transfer
• Review photographs or other evidence
• Investigate a production or personalization issue
• Contact a supplier or manufacturer
• Communicate with Knutsford Express
• Assess a damaged or defective product
• Request additional information from the customer

If additional time is reasonably required, we will aim to keep the customer informed of the investigation's progress.

We encourage customers to respond promptly to reasonable requests for information so that their concerns can be assessed efficiently.

4. How Complaints Are Reviewed

Each complaint will be assessed according to its individual circumstances, the agreed order details and the applicable Love, OkiiShii policies.

Relevant considerations may include:

• The confirmed product description and quantity
• The agreed design or personalization, where applicable
• Any approved design proof
• The condition of the products when dispatched
• Available quality-control records
• The condition of the parcel during or after courier delivery
• Whether the issue occurred during production, transportation or subsequent handling
• Whether relevant care or storage instructions were followed
• The number of products affected
• The nature and seriousness of the concern
• Applicable consumer protection requirements

Not all complaints will result in the same outcome.

Love, OkiiShii will make reasonable efforts to assess concerns fairly and distinguish between production errors, courier-related issues, customer handling concerns and reasonable handmade variations.

5. Possible Complaint Resolutions

Where a complaint is substantiated, an appropriate resolution will be considered based on the circumstances and applicable legal rights.

Depending on the issue, possible resolutions may include:

• Correction of an error
• Repair or adjustment, where appropriate
• Replacement of an affected product
• Partial replacement
• Reproduction or remake of an affected item
• Partial refund
• Refund
• Store credit, where voluntarily agreed
• Another reasonable solution agreed with the customer

The appropriate remedy will depend on the nature of the problem, the condition of the products and the customer's applicable rights.

A full refund or complete remake will not automatically be appropriate for every concern.

However, Love, OkiiShii will not use this policy to deny a remedy that a customer is legally entitled to receive.

Any agreed resolution will be communicated to the customer through an approved written communication channel.

6. Customer Cooperation & Supporting Evidence

Customers are encouraged to retain relevant information while a complaint is being reviewed.

Where reasonably possible, please keep:

• The affected product
• Original packaging
• Protective wrapping or cushioning
• Product labels
• Courier shipment information
• Photographs of the condition in which the order was received
• Written order confirmations
• Other relevant records

Where safe and practical, customers should avoid discarding, altering or further damaging disputed products before we have had a reasonable opportunity to review the reported concern.

Products that appear unsafe, contaminated or otherwise unsuitable for use should not be consumed or used.

Nothing in this section requires customers to retain unsafe products in a manner that creates a health or safety risk.

We may ask reasonable questions or request additional photographs to help determine the nature and extent of an issue.

Customer cooperation assists the investigation but does not remove statutory consumer rights.

7. Concerns Identified During Knutsford Express Collection

Love, OkiiShii currently dispatches accepted, eligible orders through Knutsford Express Courier Services to supported courier collection locations within Jamaica.

We do not offer direct customer pickup from Love, OkiiShii, home delivery or international shipping.

Customers are encouraged to inspect their parcels and products as soon as reasonably practical after collection.

Where visible damage is identified, customers should document the condition promptly.

Examples include:

• Broken or cracked containers
• Significant leakage
• Incorrect quantities
• Missing products
• Incorrect items
• Damaged packaging
• Visibly damaged decorative components
• Incorrect personalization, where applicable

If damage is apparent when collecting a parcel, customers should bring the matter to the attention of Knutsford Express where reasonably possible and contact Love, OkiiShii promptly.

Please retain the original packaging and provide clear photographs or videos of the damage.

Visible damage, shortages and incorrect personalization should be reported within 48 hours of parcel collection, where reasonably possible.

Issues that could not reasonably have been identified during initial inspection may still be reported after discovery, subject to applicable rights and circumstances.

8. Damage During Courier Transportation

Although Love, OkiiShii carefully prepares orders for dispatch, unexpected issues may sometimes occur during transportation.

Where a customer believes that an order was damaged while being transported by Knutsford Express, they should contact Love, OkiiShii as soon as reasonably possible.

Customers may be asked to provide:

• The relevant order number
• Courier shipment details
• Photographs of the parcel's exterior
• Photographs of the internal packaging
• Photographs of the affected products
• A description of the damage
• Information about the condition of the parcel at collection

Where necessary, Love, OkiiShii may communicate with Knutsford Express to assist in reviewing the circumstances.

Courier-related damage will be assessed separately from damage caused by improper customer handling after collection.

The use of a third-party courier does not automatically remove any responsibility Love, OkiiShii may have under applicable law.

Where a product arrives damaged, defective or otherwise fails to meet applicable legal requirements, an appropriate remedy will be considered in accordance with our Returns, Refunds & Exchanges Policy and relevant consumer rights.

Customers should also follow any applicable Knutsford Express procedures for reporting damaged parcels.

9. Damage or Deterioration After Collection

After collecting an order from Knutsford Express, customers are responsible for taking reasonable care of the products during transportation, storage, handling and distribution.

Depending on the product, damage or deterioration may result from:

• Dropping or crushing
• Excessive heat
• Direct sunlight
• Moisture or humidity
• Improper refrigeration, where required
• Inappropriate storage
• Rough handling
• Failure to follow product-specific instructions
• Other unsuitable conditions after collection

Damage caused solely by improper customer handling or storage after collection will generally not be considered a production defect.

Certain edible, fragrance-sensitive, fragile or temperature-sensitive favours may require particular care.

Customers should collect parcels promptly and follow any applicable manufacturer or product-specific instructions.

However, damage occurring after collection does not automatically establish that the customer caused the problem.

Concerns relating to defects, incorrect products or other issues that existed before collection may still be considered.

Please refer to our Product Care, Safety & Allergen Information Policy for additional guidance.

10. Personalized Products & Approved Designs

Not all Love, OkiiShii products are customizable.

Some favours are offered exclusively in their existing designs, while selected products may include approved personalization options.

Where a design proof forms part of an order, customers are responsible for carefully reviewing the information shown before approval.

This may include:

• Names and initials
• Event dates
• Wording and spelling
• Colour selections
• Layout and decorative placement
• Logos or approved artwork

If a customer approves a proof containing a clearly visible error, a complimentary remake will not normally be available solely to correct that approved information.

Where time and materials permit, a paid correction or remake may be discussed.

However, if Love, OkiiShii produces an item differently from the correctly approved proof or confirmed order because of our error, the customer may contact us for an appropriate review and remedy.

Reasonable handmade variations in ribbon placement, bows, decorative arrangements or finishing are not automatically considered defects.

Material defects, missing items and significant differences from the agreed order may still be reported.

These matters are governed by our Custom Orders & Design Approval Policy and Returns, Refunds & Exchanges Policy.

11. Processing Delays & Event-Deadline Concerns

Love, OkiiShii operates with one standard estimated processing period of 7–14 calendar days, including weekends.

We do not offer rush orders, expedited production or priority processing.

The processing period begins only after the applicable order-start requirements have been satisfied.

These include order acceptance, payment clearance, complete information and any required design approval.

Knutsford Express courier transportation time is separate from the 7–14-calendar-day processing period.

Customers should allow sufficient time for:

• Order confirmation
• Processing and preparation
• Courier dispatch
• Courier transportation
• Parcel collection
• Event preparation

An event date provided during the ordering process does not automatically constitute a guaranteed delivery or collection date.

If a significant delay affects a confirmed order, customers may contact Love, OkiiShii for clarification.

Where a delay is caused by circumstances within our control or we are unable to fulfil the order as agreed, appropriate remedies will be considered under our applicable policies and consumer protection requirements.

Please refer to our Turnaround & Event Deadlines Policy and Shipping Policy for further information.

12. Payment Disputes

Love, OkiiShii currently accepts payments by bank transfer only.

Payments are not processed directly through loveokiishii.com.

If a customer believes there has been an error concerning a payment, deposit, outstanding balance or transaction, they should contact us with relevant information.

This may include:

• Transfer date
• Amount transferred
• Transaction reference
• Name associated with the transfer
• Relevant bank-transfer confirmation
• The quotation or invoice concerned

A payment screenshot or transfer receipt may assist us in identifying a transaction.

However, payment is considered received only when the funds have cleared and are visible in the designated Love, OkiiShii bank account.

Where a payment cannot immediately be verified, we may request additional information or ask the customer to confirm its status with their financial institution.

Customers should never provide banking passwords, PINs or authentication codes as part of a payment investigation.

Payment disputes, refunds and deposit arrangements will be reviewed in accordance with our Payments, Deposits & Cancellations Policy and applicable law.

13. Informal Resolution & Good-Faith Communication

Love, OkiiShii encourages customers to contact us directly when a concern arises.

We believe that respectful communication and a clear understanding of the circumstances can often help resolve misunderstandings efficiently.

Where appropriate, informal resolution may involve:

• Clarifying the agreed order terms
• Reviewing written confirmations
• Examining relevant evidence
• Correcting an administrative error
• Discussing an appropriate remedy
• Agreeing on reasonable next steps

Both Love, OkiiShii and the customer are encouraged to communicate respectfully and make reasonable efforts to resolve concerns in good faith.

However, customers are not required to surrender any statutory rights or legal remedies as a condition of communicating with us.

Nothing in this policy prevents a customer from contacting a competent regulatory authority or pursuing a legal remedy where permitted by law.

14. Consumer Complaints & External Assistance

Where a consumer complaint cannot be resolved satisfactorily through direct communication with Love, OkiiShii, customers may seek assistance from an appropriate consumer protection authority.

In Jamaica, the Consumer Affairs Commission (CAC) provides information and assistance concerning consumer complaints and disputes.

Customers are generally encouraged to raise their concerns with the business first and allow a reasonable opportunity for resolution.

Where the matter remains unresolved, customers may submit a complaint through the Commission's official channels.

Consumer Affairs Commission: https://www.cac.gov.jm/

File a complaint: https://www.cac.gov.jm/portal/index.php/component/visforms/?id=1&view=visforms

Customers may also seek independent legal advice or pursue another available legal or regulatory remedy where appropriate.

Nothing in this policy excludes, restricts or overrides consumer rights that cannot lawfully be waived.

15. Privacy Complaints & Personal Information

Love, OkiiShii takes concerns about personal information and customer privacy seriously.

Customers who have questions or complaints about how their personal information has been collected, used, retained or shared should contact us through our official communication channels.

Privacy concerns may include:

• Incorrect personal information
• Unauthorized disclosure
• Use of customer information for an unexpected purpose
• Requests to correct personal information
• Unwanted marketing communications
• Concerns about the handling of photographs or customer-supplied content
• Other matters relating to personal information

We will review such requests in accordance with our Privacy Policy and applicable data-protection requirements.

Where relevant, individuals may also have the right to submit a complaint to Jamaica's Office of the Information Commissioner (OIC).

Office of the Information Commissioner: https://oic.gov.jm/

Data Subject Complaint Form: https://oic.gov.jm/form/data-subject-complaint

Privacy complaints will be handled separately from ordinary product complaints where appropriate.

Please refer to our Privacy Policy for further information.

16. Governing Law & Consumer Rights

Unless applicable law requires otherwise, orders, agreements and disputes involving Love, OkiiShii are governed by the laws of Jamaica.

This policy is intended to provide a fair and transparent framework for handling customer concerns.

Nothing in this policy is intended to:

• Exclude liability that cannot lawfully be excluded
• Remove mandatory consumer protection rights
• Prevent customers from seeking assistance from an appropriate authority
• Restrict legally available remedies
• Override applicable statutory obligations

Where a provision of this policy conflicts with a mandatory requirement of applicable law, the legal requirement will prevail.

Any dispute requiring formal legal determination will be subject to the appropriate legal procedures and jurisdiction.

17. Records & Written Communication

Love, OkiiShii may retain relevant records where reasonably necessary and lawful for:

• Order administration
• Payment verification
• Production documentation
• Quality-control records
• Courier dispatch and delivery matters
• Complaint investigation
• Dispute resolution
• Legal and regulatory compliance
• Appropriate business recordkeeping

Customers are encouraged to retain their own records, including:

• Quotations and invoices
• Payment confirmations
• Order confirmations
• Approved design proofs, where applicable
• Product specifications
• Written communications
• Courier shipment information
• Knutsford Express collection confirmations
• Photographs of affected products or packaging

Where a disagreement concerns the instructions provided for an order, the latest applicable written confirmation accepted by both parties may be considered when reviewing the matter.

Personal information collected or retained during complaint handling will be managed in accordance with our Privacy Policy.

18. Policy Updates

Love, OkiiShii may update this policy periodically to reflect changes in:

• Our products and services
• Ordering procedures
• Payment arrangements
• Courier delivery operations
• Complaint-handling practices
• Applicable legal or regulatory requirements
• Business processes or technology

The current version will be published on loveokiishii.com.

Updates will generally apply prospectively and will not be used to remove rights that have already arisen under a confirmed order or applicable law.

Where a material change affects an existing order, we will assess the matter according to the terms applicable when that order was confirmed and any mandatory legal requirements.

19. Relationship to Other Policies

This policy should be read together with the following Love, OkiiShii policies:

• Terms & Conditions
• Returns, Refunds & Exchanges Policy
• Payments, Deposits & Cancellations Policy
• Custom Orders & Design Approval Policy
• Turnaround & Event Deadlines Policy
• Shipping Policy
• Product Care, Safety & Allergen Information Policy
• Photo, Reviews & Social Media Policy
• Privacy Policy

These policies provide additional information about orders, payments, product care, personalization, courier delivery, returns, privacy and customer responsibilities.

Our Commitment

At Love, OkiiShii, we believe that excellent customer service should extend beyond the moment an order is placed.

We understand that our favours are often intended for meaningful celebrations, and we recognize the importance of clear communication, thoughtful preparation and fair resolutions when concerns arise.

Every enquiry and complaint will be approached with professionalism, respect and a commitment to reviewing the circumstances carefully.

Beautiful Moments, Thoughtfully Made.

For enquiries, complaints or assistance with an existing order, please contact:

Email: info@loveokiishii.com

Website: loveokiishii.com