Refund policy

Love, OkiiShii

At Love, OkiiShii, we want every customer to receive the products they ordered, in good condition and consistent with the agreed product description or approved personalization.

Our collection includes carefully curated favours available in their existing designs, as well as selected products that may be personalised for special occasions.

Because our products may contain handmade details, edible contents, fragrances, glass, delicate materials or customer-specific elements, eligibility for a return, refund, exchange or replacement depends on the nature of the product, the circumstances of the request and applicable consumer rights.

This policy explains how we handle change-of-mind requests, incorrect products, production errors, damaged parcels and other concerns relating to completed orders.

1. Customizable & Non-Customizable Products

Not all Love, OkiiShii products are customizable.

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

Personalization may include names, initials, event dates, messages, colour selections, artwork, logos or other approved details, depending on the product.

Customized Products

Customized or personalized products are generally not eligible for change-of-mind returns or exchanges once production has begun.

Because such products may be prepared specifically for an individual customer or event, they may have limited or no resale value.

Non-Customisable Products

Products sold in their existing designs are subject to the applicable order terms and consumer protection requirements.

Requests involving non-customizable products will be reviewed according to the condition of the products, the reason for the request and the terms agreed upon when the order was confirmed.

The fact that a product is non-customizable does not automatically guarantee eligibility for a change-of-mind return or exchange.

Nothing in this policy removes a customer's legal rights concerning defective, incorrectly supplied or otherwise non-conforming products.

2. Change-of-Mind Requests

Love, OkiiShii does not generally accept change-of-mind returns or exchanges for customized products once production has begun.

Examples of change-of-mind requests include circumstances where a customer:

  • No longer wants the product
  • Changes their event theme
  • Decides they prefer another colour or style
  • Changes their event date
  • No longer requires the order
  • Wishes to replace an approved design with another concept
  • Changes their preference after the agreed product has been correctly prepared

For non-customizable products, requests will be assessed according to the applicable written order terms and consumer rights.

Customers who wish to cancel or change a confirmed order should contact us in writing as soon as possible.

Any applicable cancellation terms, deposits or additional charges will be handled in accordance with our Payments, Deposits & Cancellations Policy.

3. Edible, Fragrance & Hygiene-Sensitive Products

Some Love, OkiiShii favours may contain edible items, fragrances, refillable fragrance containers or other products requiring careful handling.

For health, hygiene and product-integrity reasons, certain items may not be suitable for return after they have been opened, used, consumed, contaminated or otherwise compromised.

These may include:

  • Edible favours
  • Opened food products
  • Fragrance products that have been opened or used
  • Personal-care products, where applicable
  • Products with broken hygiene seals
  • Other items that cannot safely be resold after use or opening

These restrictions do not remove any applicable legal rights where a product is defective, incorrectly supplied or otherwise fails to meet the agreed order requirements.

Customers should review available ingredient, allergen, storage and safety information before use.

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

4. Incorrect, Defective or Incomplete Orders

Customers should contact Love, OkiiShii if their order contains a significant problem, including:

  • Products materially different from those confirmed
  • Incorrect products or styles
  • Incorrect quantities
  • Missing items or agreed components
  • Significant production defects
  • Incorrect personalization caused by Love, OkiiShii
  • Products that differ materially from a correctly approved design
  • Damage caused by inadequate preparation or packaging
  • Other circumstances where the products fail to meet the agreed order requirements

Each concern will be reviewed according to the available information and applicable legal rights.

Where a problem is confirmed, Love, OkiiShii will consider an appropriate remedy based on the nature and extent of the issue.

Customers are not required to accept defective or materially incorrect products simply because an order is personalised or handmade.

5. Reporting a Problem With Your Order

Customers are encouraged to inspect their products promptly after collecting them from Knutsford Express.

For visible damage, shortages or incorrect personalisation, please contact Love, OkiiShii within 48 hours of parcel collection, where reasonably possible.

When reporting a concern, please provide:

  • Your full name
  • Order number or reference
  • Description of the issue
  • Photographs or video of the affected products
  • Photographs of the parcel and packaging, where relevant
  • The quantity of products affected
  • The approved design proof, where applicable
  • Relevant courier information, where appropriate

Customers should retain the affected products and packaging where safe and reasonably practical while the concern is being reviewed.

The 48-hour reporting period is intended to support prompt investigation and does not automatically eliminate rights available under applicable consumer protection laws.

Issues that could not reasonably have been discovered during initial inspection may still be reported after discovery.

6. Damage During Knutsford Express Transportation

Love, OkiiShii currently provides complimentary standard shipping through Knutsford Express Courier Services for accepted, eligible orders delivered to supported courier collection locations within Jamaica.

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

Although we make reasonable efforts to package products appropriately, damage may occasionally occur during transportation.

If a parcel appears damaged upon arrival, customers should:

  • Inspect the visible condition of the parcel where practical.
  • Take clear photographs of the exterior packaging.
  • Photograph any damaged products or internal packaging.
  • Retain the original packaging where reasonably possible.
  • Notify Knutsford Express of visible damage, where appropriate.
  • Contact Love, OkiiShii promptly with the relevant order and shipment information.

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

Damage occurring during courier transportation will be assessed separately from damage caused by 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 an appropriate remedy is required, we will review the available options in accordance with this policy and the customer's applicable rights.

7. Approved Design Proofs & Personalization Errors

Design proofs are provided only where they form part of the agreed personalization service.

Customers who receive a proof are responsible for carefully reviewing applicable details before approval.

These may include:

  • Names and initials
  • Spelling and punctuation
  • Event dates
  • Wording and messages
  • Colour selections
  • Logos and artwork
  • Layout and placement

Where a customer approves a final proof containing a clearly visible error, a complimentary correction, remake or refund will not normally be available solely because of that approved error.

Where practical, Love, OkiiShii may offer a paid correction or remake, depending on time and material availability.

However, if Love, OkiiShii produces the item differently from the correctly approved proof or agreed order because of our own error, the concern will be reviewed as a production issue.

Please refer to our Custom Orders & Design Approval Policy.

8. Handmade & Decorative Variations

Many Love, OkiiShii favours are assembled, decorated or finished by hand.

Minor natural variations may occur in:

  • Ribbon placement and bows
  • Decorative arrangements
  • Spacing and alignment
  • Container finishes
  • Filling levels
  • Material textures
  • Colour shades
  • Decorative embellishments
  • Other hand-assembled details

These variations are part of the nature of handmade and hand-finished products.

Reasonable variations are not automatically considered defects where the overall product remains consistent with the agreed description or approved design.

However, customers may still report significant differences, missing components, poor workmanship or material defects for review.

Handmade character does not remove our responsibility to supply products that reasonably conform to the agreed order.

9. Colour & Material Differences

Colours and materials may appear slightly different depending on:

  • Digital screens
  • Lighting conditions
  • Printing methods
  • Ribbon and fabric batches
  • Containers and packaging
  • Supplier manufacturing variations
  • Decorative materials

Love, OkiiShii will make reasonable efforts to maintain consistency with the agreed product description and approved design.

Exact colour matching cannot always be guaranteed, particularly where materials are obtained from different supplier batches.

Minor differences in colour, texture or finish are not normally considered defects unless the completed product differs materially from the agreed specifications.

10. Damage or Deterioration After Collection

After collecting their parcel from Knutsford Express, customers are responsible for taking reasonable care of their products during transportation, handling and storage.

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

  • Dropping or crushing
  • Improper transportation
  • Excessive heat
  • Direct sunlight
  • Moisture or humidity
  • Unsuitable refrigeration or temperature control
  • Rough handling
  • Improper storage
  • Failure to follow product-specific care instructions

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

However, damage discovered after collection does not automatically mean that the customer caused the problem.

Defects or other issues that existed before collection may still be reported for review.

Customers are encouraged to follow all relevant instructions in our Product Care, Safety & Allergen Information Policy.

11. Available Remedies

Where Love, OkiiShii confirms that a product is defective, materially incorrect, incomplete or otherwise requires a remedy, an appropriate solution will be considered.

Depending on the circumstances, possible remedies may include:

  • Correction of the affected item
  • Repair or adjustment, where practical
  • Replacement
  • Partial replacement
  • Remake or reproduction
  • Partial refund
  • Full refund
  • Store credit, where voluntarily agreed
  • Another reasonable solution agreed with the customer

The appropriate remedy will depend on factors including:

  • The nature of the problem
  • The quantity of products affected
  • The extent of the defect or error
  • Whether a correction or replacement is practical
  • Material availability
  • The time remaining before the customer's event
  • Applicable consumer protection requirements

Not every complaint will automatically result in a full refund or replacement of the entire order.

However, customers will not be required to accept a remedy that unlawfully limits their statutory rights.

12. Partial & Full Refunds

Where only a portion of an order is affected, an approved refund may relate to the affected products or portion of the order.

For example, where a limited number of favours are defective but the remaining items conform to the agreed order, an appropriate remedy may concern only the affected items.

A full-order refund may be considered where:

  • The problem materially affects the entire order.
  • The order cannot reasonably be corrected or replaced.
  • Love, OkiiShii is unable to fulfil the agreed order and no acceptable alternative is available.
  • Another outcome is required by applicable law.

Refund eligibility and amounts will be assessed according to the circumstances of the order.

Any legally required refund will be provided in accordance with applicable consumer rights.

13. Refund Method

Love, OkiiShii currently accepts customer payments through bank transfer only.

Where a refund is approved, it will normally be issued by bank transfer or another appropriate method agreed with the customer.

Customers may be asked to provide the information reasonably necessary to process the refund securely.

Love, OkiiShii will never request:

  • Online banking passwords
  • Banking PINs
  • One-time authentication codes
  • Other confidential banking access credentials

Customers should verify that any refund-related communication comes from an approved Love, OkiiShii contact channel.

14. Refund Processing Times

Once a refund has been approved and the necessary payment information has been confirmed, Love, OkiiShii will aim to initiate the refund within a reasonable period.

The time required for funds to appear in the customer's account may depend on the financial institutions and banking systems involved.

Where an unexpected delay occurs, we will make reasonable efforts to provide an update.

Refunds required by law will be handled in accordance with applicable legal requirements.

15. Exchanges & Replacement Products

Because many Love, OkiiShii products are prepared specifically for an individual order or event, traditional exchanges may not always be available.

Customized products generally cannot be exchanged simply because a customer later wishes to change:

  • A name or date
  • An approved message
  • A colour or theme
  • An agreed design
  • A decorative preference
  • A fragrance or product selection

For products sold in their existing designs, exchange requests will be assessed according to the agreed order terms, product condition and applicable consumer rights.

Where an exchange or replacement is appropriate, Love, OkiiShii will discuss the available arrangements with the customer.

Any necessary return, replacement or courier arrangements will be confirmed in writing before the relevant action is taken.

16. Event Dates, Delays & Missed Celebrations

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

We do not offer rush orders or expedited production.

Processing begins only after all applicable order-start requirements have been met.

Knutsford Express courier transit time and customer collection time are separate from the processing period.

Customers are responsible for allowing adequate time for processing, courier delivery and collection before their scheduled event.

The fact that an event date has passed does not automatically determine whether a refund or replacement is available.

Where Love, OkiiShii has made a verified production error, supplied defective products or failed to fulfil an order as agreed, the matter will be reviewed according to the circumstances and applicable rights.

Customer-caused delays, late collection or approved-proof errors may affect the remedies reasonably available.

However, supplier or courier delays will not automatically remove any responsibility Love, OkiiShii has under applicable law.

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

17. Deposits & Order Cancellations

Customized orders normally require a 50% non-refundable deposit, unless the written quotation or agreement states otherwise.

The deposit contributes towards design preparation, administrative work, reserved production capacity, sourcing and order-specific materials.

For products sold in their existing designs, any applicable initial payment or deposit requirements will be stated in the quotation.

Customers wishing to cancel a confirmed order should contact Love, OkiiShii in writing as soon as possible.

Cancellation eligibility depends on the product, stage of production, agreed payment terms and applicable law.

Where Love, OkiiShii cannot fulfil an accepted order for reasons within our control and no agreed alternative is available, we will refund the amount paid for the portion that cannot be fulfilled.

Nothing in this section makes a deposit non-refundable in circumstances where applicable law requires a refund.

For full cancellation and deposit terms, please consult our Payments, Deposits & Cancellations Policy.

18. How to Request a Refund, Return or Exchange Review

Customers who believe they are entitled to a refund, replacement, exchange or other remedy should contact Love, OkiiShii through an approved communication channel.

Email: info@loveokiishii.com

Website: loveokiishii.com

Please include your order reference, a clear description of the concern and any relevant photographs or supporting information.

Love, OkiiShii aims to:

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

Some investigations may require additional time, particularly where suppliers, courier records or other evidence must be reviewed.

Where more time is reasonably needed, we will aim to keep the customer informed.

Customers should not send products back or arrange a return shipment without first contacting us to confirm the appropriate arrangements, except where applicable law provides otherwise.

Any dispute or complaint will be reviewed in accordance with our Contact, Complaints & Dispute Resolution Policy.

19. Consumer Rights

Love, OkiiShii is committed to handling customer concerns fairly and in accordance with applicable consumer protection requirements.

Nothing in this policy is intended to:

  • Remove mandatory consumer rights
  • Exclude liability that cannot legally be excluded
  • Prevent customers from reporting defective products
  • Deny legally required refunds or other remedies
  • Restrict access to relevant consumer protection authorities

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

Unless applicable law requires otherwise, the policy is interpreted under the laws of Jamaica.

20. Relationship to Other Policies

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

  • Custom Orders & Design Approval Policy
  • Payments, Deposits & Cancellations Policy
  • Shipping Policy
  • Turnaround & Event Deadlines Policy
  • Product Care, Safety & Allergen Information Policy
  • Contact, Complaints & Dispute Resolution Policy
  • Terms & Conditions

These policies provide additional information about order confirmation, personalisation, product care, courier delivery, cancellations, payments and customer rights.

Our Commitment

At Love, OkiiShii, we believe that our responsibility to customers extends beyond preparing beautiful favours.

We aim to provide clear expectations, careful preparation, reliable communication and fair consideration when concerns arise.

Our goal is for every customer to feel confident that their order has been prepared with care and that genuine problems will be reviewed responsibly.

Beautiful Moments, Thoughtfully Made.

For questions regarding returns, refunds, exchanges or an existing order, please contact info@loveokiishii.com.