Reporting a Damaged or Defective Item

First, we're sorry. Opening a package you've been looking forward to and finding damage is a genuine letdown, and it's not the welcome we want your Okura piece to get. The good news is this is quick to resolve, and it starts with you.

Tell us within 48 hours

Please report any damage or defect within 48 hours of delivery. That short window helps us act fast and sort things out cleanly, so let us know as soon as you spot a problem rather than setting the box aside for later.

When you contact us, include:

• Your order number.
• A short description of what's wrong.
• Clear photos showing the damage or defect.

Photos do the heavy lifting

Good photos let us confirm the issue and act on it right away — no lengthy back-and-forth. Show the damage clearly and, where it helps, the packaging it arrived in. Natural light and a steady hand are plenty; one wider shot of the whole piece plus a close-up of the damage gives us everything we need in a single message. You won't need to send the item back before we get moving; if a return is needed, we send a prepaid label and cover the shipping, since this wasn't your fault.

What happens next

Our approach is replacement-first: we'll arrange a replacement or, if you'd prefer, a refund. For damaged, defective, or incorrect items we handle the return shipping and send you a prepaid label for the affected piece. You can read the resolution options in Replacements, Swaps, and Store Credit.

Received the wrong item?

Same drill, same 48-hour window. Let us know with your order number, what you ordered, what you actually received, and a photo of the item in the box, and we'll get the right one to you.

If the issue is a manufacturing fault that shows up later rather than shipping damage, that falls under your coverage instead — see How to Make a Warranty Claim.