FAQ

FREQUENTLY ASKED QUESTIONS

How do I return an item?

If it's an item from our clothing range, we are happy to exchange for another size or colour, or for a store credit.

Other than our clothes, we certainly offer a store credit (no refunds, sorry) if what you've bought isn't suitable for some reason.

First thing to do is email us orders@oku.com.au  setting out the problem and the reason for the return.

We'll approve the return by phone or email, and get you to post the item back to us (in a trackable parcel) to:

RETURNS at Oku Den,

260A High Street,

Northcote  Vic  3070.

Do you have gift certificates?

Certainly. Physical gift certificates are available at either of our two Melbourne retail outlets in Hurstbridge and Northcote. Gift certificates will also soon be available at Oku Den online.

Do you cater for larger sizes?

Our range of women's clothing is available in sizes 8 to 16, or XS to XL.

The item I want is out of stock. What now?

Contact us right away at orders@oku.com.au

Some of our more popular items do sell out pretty fast sometimes. Email us at the above address or call (during business hours) on 03 9718 2929. We would love to help you find alternative options.

What is your Lay-by policy?

The Oku Den lay-by period is four weeks, maximum.

A deposit must be at least 20% of the total purchase price.

Our minimum lay-by sale is $50.

You agree to the purchase price on the date of your lay-by.

Our lay-by cancellation charge is 20% of the total purchase price. 

Unless goods are faulty, we cannot offer returns or exchanges on lay-by items. This does not, however, negate your legislated rights.  

Both the customer and the store have the right to cancel a lay-by.  

If the customer cancels the lay-by within four weeks, the customer has the right to a refund of the payments made, less the lay-by cancellation charge.  

If the store cancels the lay-by within four weeks, the customer will be given seven days' notice and will be entitled to a full refund of all payments made.  

We will phone you re any lay-by that remains not completed by the due date. After that due date, the lay-by will be cancelled and you will be given a refund for your payments made, less the cancellation charge.     

The cancellation fee applies in order to cover our sale, admin and storage overheads.

It's not possible to alter any lay-by order until it's paid in full, and similarly, customers cannot collect their purchases until full payment has been made.

Approaching the end of season, we regret that we're unable to offer lay-by . Pre-existing lay-bys are not affected, but your committed purchase price remains the same.

 I need personal assistance with my order. Who can I contact?

We'll gladly help you. Phone our Hurstbridge store on 03 9718 2929 or email orders@oku.com.au

What payment types do you accept?

Oku Den offers these payment methods:

Paypal.   Visa.   MasterCard.   Afterpay.   Cash (in our two retail stores).

Are your prices in Australian Dollars (AUD)?

Yes.