When Things Don’t Go as Planned

We want your plush experience to be delightful from click to cuddle. But sometimes, things go sideways a mix-up in the mail, a squish that doesn’t feel quite right, or a surprise you didn’t expect. This page explains how we handle returns and refunds, with honesty and a little fluff.

What You Can Return

If you’ve received a product that’s damaged, incorrect, or not what you ordered, we’re here to help. You can request a return within 7 days of receiving your item. Just make sure the plush is unused, in its original packaging, and hasn’t been adopted by pets or toddlers yet.

We don’t accept returns for items that were purchased on clearance or marked as final sale. Custom or personalized plushies are also non-returnable unless there’s a clear issue with the product itself.

How to Start a Return

To begin, send us an email at info@okabbi.com with your order number, a brief description of the issue, and a photo if possible. We’ll review your request and reply with next steps. If your return is approved, we’ll provide instructions on how to send the item back to us.

Return shipping costs are typically your responsibility unless the item arrived damaged or incorrect. We recommend using a trackable service so your plush doesn’t get lost in transit.

Refunds and Processing

Once we receive your returned item and inspect it, we’ll let you know if the refund is approved. If everything checks out, we’ll issue the refund to your original payment method. Processing times may vary depending on your bank or payment provider, but we’ll do our part promptly.

We don’t offer exchanges at this time. If you’d like a different plush, you’re welcome to place a new order once your refund is complete.

What Happens If Something’s Missing

If your order arrived incomplete or something’s gone missing in transit, email us at info@okabbi.com and we’ll investigate. We may ask for photos or packaging details to help sort things out. Our goal is to make sure you get what you ordered, even if it takes a few extra steps.

Personal Data and Privacy

When you request a return or refund, we may collect information like your name, email, shipping address, and order details. We handle this data in accordance with Hong Kong’s Personal Data (Privacy) Ordinance (PDPO). We only use it to process your request and won’t share it with anyone unless necessary to complete the return.

You have the right to access, correct, or request deletion of your personal data. Just email us if you’d like to make a request.

Questions or Concerns?

We’re real people behind the plush curtain, and we’re here to help. If you’re unsure about something, or just want to check before sending anything back, reach out to info@okabbi.com. We’ll reply with clarity, kindness, and maybe a few emojis.

Thanks for being part of the Okabbi universe. We hope your plush journey is full of joy even when a return is part of the story.