FREQUENTLY ASKED QUESTIONS

WHERE ARE YOUR PRODUCTS FROM?
We take pride in sourcing our products. Unless otherwise stated, all of our products are imported or air-flown directly from various parts of Japan.

 

WHAT ARE YOUR PAYMENT OPTIONS?
All prices are charged in Singapore dollars (SGD)

During check out, you will be directed to select either payment through a direct bank transfer or via Credit Card Stripe, our payment gateway where you can directly make payment via Visa, Mastercard, American Express, etc.

For overseas customers: Payment can be made by a unique URL sent by us, by bank transfer or PayPal in Singapore dollars. Customer shall bear all bank charges/paypal fees/handling fees required by the financial institutions when transferring payment from overseas.

 

DO YOU DELIVER?

Yes, we deliver to you via our Singapore Post or Courier service. (Only for Singapore mainland). There is a delivery/shipping fee from S$5.00, depending on how many products you checkout.

For self-collection, our current meet up point is at Tampines Central or Tampines MRT (East-West or DownTown Line). Please email us prior to confirm the date & time.

For overseas / international shipping – Please enquire with us at ask@okaimono.sg and we’ll help to check for you!

 

HOW LONG DOES THE DELIVERY TAKE?
We ship out your parcel within 1 – 2 working days (exc. Sat, Sun and public holidays) upon receipt of your orders and payment under normal operation standards. Courier or Singapost delivery is estimated to further take another 2 – 5 working days. Any delay due to unforeseen circumstances will be notified via email.
*Covid-19 notice: There is an increase in the volume of deliveries worldwide. We have been advised by our courier companies that there will likely be some delays (between 1-3 days for local deliveries and up to 14 days for overseas deliveries) for all deliveries. We seek your kind understanding during this difficult time.

 

MY PARCEL DID NOT ARRIVE POST THE ESTIMATED DELIVERY DATE. WHAT SHOULD I DO?
If your delivery address is to a private condominium, apartment or an office, first, check with your concierge or reception in case the parcel has been delivered to them. Otherwise, email us with your order number and we’ll sort it out.

 

DO YOU SHIP TO OTHER COUNTRIES?
We currently ship within Singapore mainland only. For customers residing out of Singapore or deliveries to offshore islands and restricted zones, please email us at ask@okaimono.sg and we will check to see if we’re able to deliver to you.

 

WHEN WILL I RECEIVE MY ORDER?
4 – 7 working days (exc. Sat, Sun and public holidays).

We will ship out your order within 1 – 2 working days, and Singpost or our courier company’s delivery is estimated to further take another 3 – 5 working days. Any delay due to unforeseen circumstances will be notified via email.

*Covid-19 notice: There is an increase in the volume of deliveries worldwide. We have been advised by our courier companies that there will likely be some delays (between 1-3 days for local deliveries and up to 14 days for overseas deliveries) for all deliveries. We seek your kind understanding during this difficult time.

WHAT IS YOUR EXCHANGE POLICY?
You may exchange your item only if the product is damaged upon receipt, defective from its original intended use, or incorrect, all costs of re-sending and returning will be borne by us. Items must be returned in their original packaging.

WHAT ABOUT REFUNDS, RETURNS, AND CANCELLATIONS?
We charge a S$5 surcharge for cancellations made before the goods are dispatched and a S$10 surcharge for any change-of-mind returns per order. The total refund will be the item price paid, minus any discount applied, and minus the $5 or $10 surcharge depending on whether it is a cancellation or a return.

Overseas Customers (Any country besides Singapore):
We do not accept cancellations, refunds, or returns from overseas customers after the goods have been sent out. If the customer should choose to return the goods, they shall bear all international shipping charges, a S$10 surcharge, and any bank charges or handling fees from financial institutions.

In the event of a cancellation or a refund being requested by the customer before the goods have been dispatched, customers will be imposed a S$5 fee and shall bear all bank charges/PayPal fees/handling fees required by financial institutions

All Refunds may take between 7-10 working days to process.

 

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