Refunds and Returns
At ASAKE-OGE, every piece is made to order with care and intention. We want you to love what you receive. If something is not right, this policy explains everything you need to know about returns, refunds, exchanges, and undelivered shipments.
Important: Please Read Before Initiating a Return
The following conditions apply to all returns and exchanges without exception:
All items must be unworn, unwashed, and in their original condition with tags still attached. Items that do not meet these conditions will not be accepted for return or exchange.
The customer is responsible for the cost of return shipping. ASAKE-OGE does not cover return postage unless the item is damaged, defective, or incorrect.
Returns sent to our address without first completing the return portal will automatically be issued store credit. No exceptions.
We do not refund original shipping costs under any circumstances.
Non-Returnable Items
The following items cannot be returned, exchanged, or refunded under any circumstances:
- Swimwear
- Earrings
- Face masks and filters
- Altered or customized items
- Clearance items (eligible for exchange or store credit only; refunds are not permitted on clearance purchases)
If you have a question about whether your specific item qualifies for a return before purchasing, contact us before placing your order.
Returns
We accept returns on eligible unworn and unwashed items within 10 days of the delivery date.
To be accepted, all returned items must:
- Be unworn and unwashed
- Be in original condition
- Have all original tags still attached
- Be initiated through our return portal before being sent back
Returns received at our address without prior portal submission will be issued store credit automatically, regardless of the reason for return.
If the returned package does not reach us safely, we will not be able to process your refund. We strongly recommend using a trackable shipping service and retaining proof of postage. ASAKE-OGE is not responsible for return packages lost in transit.
Returns will not be accepted after 10 days from the delivery date.
Refunds
We want you to be completely satisfied with your purchase. If you are unhappy for any reason, refunds are available on eligible items returned within 10 days of the delivery date.
Once your return is received and inspected at our facility, please allow 2 to 3 business days for us to process your return. After processing, please allow a further 5 to 10 business days for the refund to be reflected in your original payment account, depending on your bank or card provider.
Please note:
- Original shipping costs are non-refundable
- Clearance items are not eligible for refunds; store credit or exchange only
- Refunds will not be issued after the 10-day return window has closed
- Refunds cannot be processed if the return package does not reach us; always use tracked shipping
Exchanges
We accept exchanges on eligible items within 15 days of the delivery date.
Please note the following exchange conditions:
- Each item on your original order may be exchanged once only
- If you wish to return an item that has already been exchanged, store credit will be issued; a refund will not be available
- All exchange items must meet the same condition requirements as returns: unworn, unwashed, with original tags attached
- Exchanges must be initiated through the return portal before items are sent back
Because every ASAKE-OGE piece is made to order, your exchange item will go through the standard production period before shipping. We appreciate your patience.
Undelivered Shipments
If your tracking information shows your package as delivered but you have not received your order, please contact us as soon as possible
Once a package is handed to the carrier, the carrier assumes liability for safe delivery. In cases of non-delivery, we will open a formal investigation with the carrier on your behalf. Please allow up to 2 weeks for the investigation to be completed.
If your order is confirmed undelivered at the conclusion of the investigation, we will offer you one of the following resolutions:
- Reshipment of your order, or
- Store credit to the value of your order
A refund will not be issued for undelivered shipments. This policy reflects carrier liability terms and applies to all orders regardless of destination.
How to Initiate a Return or Exchange
Step 1: Complete the return portal on our website within the applicable return or exchange window (10 days for returns, 15 days for exchanges). Do not send items back before completing the portal.
Step 2: Pack your item securely in its original condition with all tags attached.
Step 3: Ship your return using a trackable shipping method and retain your proof of postage. Return shipping costs are the responsibility of the customer.
Step 4: Once your return is received, allow 2 to 3 business days for processing. You will receive an email confirmation once your refund or exchange has been actioned.
Contact Us
If you are unable to process a return or exchange through the portal, or if you have any questions about this policy, contact our team directly:
Customer service hours:
Monday to Saturday: 9:00am to 6:00pm
Sunday: Closed
Please allow 2 to 3 business days for a response. For the fastest resolution, include your order number and, where applicable, clear photographs of the item in your message.
This policy applies to all purchases made at asakeogewoman.com. ASAKE-OGE reserves the right to update this policy at any time. The policy in effect at the time of your purchase applies to your order.