Shipping policy

Where we ship
We currently ship to the United States.

Shipping cost
Standard shipping within the US is free on every order.

Processing time
Orders are processed and dispatched within 1-3 business days (Monday to Friday, excluding public holidays). Orders placed on weekends or holidays are processed the next business day.

Delivery time
Once dispatched, orders usually arrive within 1-2 weeks. Delivery times are estimates, not guarantees, and can occasionally be longer during busy periods or because of carrier delays.

Tracking
When your order ships, you'll receive an email with your tracking details. Tracking can take 24-48 hours to update after dispatch.

Multiple items
Larger orders may occasionally arrive in more than one parcel. You'll receive tracking for each.

Packaging
Your balm arrives in the original manufacturer's packaging.

Address accuracy
Please check your shipping address at checkout. We can't replace or refund orders sent to an incorrect or incomplete address entered at checkout. If you notice a mistake, email us straight away and we'll try to update it before dispatch.

Lost or delayed parcels
If your order hasn't arrived within 30 days of dispatch, or tracking hasn't updated for 10 days, email us at support@okaylia.store with your order number. We'll investigate with the carrier and, if the parcel is confirmed lost, send a replacement or refund you.
If tracking shows your parcel as delivered but you can't find it, please check with neighbours and your local post office first, then contact us and we'll help you raise it with the carrier. We're unable to replace orders that the carrier confirms as delivered to the address provided.

Damaged parcels
If your order arrives damaged, email us within 14 days of delivery with photos, and see our Return and Refund Policy.

Contact
support@okaylia.store