FAQ

 

Got a question about ordering from Ock Pop Tok ?

Find answers to some of the questions that are frequently asked about the ordering process.

If your question is not answered below – please Contact us.

 

SHIPPING

> How do we calculate our shipping costs ?

Standard method of shipping is DHL. We use a weight based shipping method. this means we calculate the shipping costs based on total weight of the ordered products.

Please see more information about that in our Shipping section.

 

PAYMENT

> How can I pay for my orders ?

Ock Pop Tok uses PayPal for all transactions. PayPal stores and safeguards your card and bank details. PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet. We do not store any of your credit card details on our website.

 

PAYPAL

> Can I pay by PayPal if I do not have a PayPal account ?

Yes – you can chose your way to pay by Credit Card without having an own PayPal account.

 

RETURNS AND REFUNDS

> Can I return my products and get my money paid back ?

No  – all sales are final. See also our section Quality Guarantee.

 

QUALITY GUARANTEE

> How do you guarantee the quality of my product ?

Every product is handmade using skills and traditions passed down from one generation to the next. We guarantee finest quality and craftmanship. Before packing our products are beeing verified.

We do however want to make sure you are happy with your purchase. If for any reason the item is damaged, or defective please email usto sales@ockpoptok.com at once to discuss the next steps. Please note that if you do return the item you will be responsible for shipping costs. If you need to exchange and item, you will be responsible for all shipping costs.

 

PRODUCT AVAILABILITY

> Are all products always on stock – ready to be shipped out ?

If the product (s) you ordered are in stock, they will be shipped out as soon as payment is confirmed. You will be emailed a confirmation of payment and a tracking number.

If we are out of stock on a certain style, size or color that you ordered, we will email you right away. Everything is handmade and so the delay could be up to two weeks as we are setting the looms and dyeing the colors. We will stay in contact and let you know when it is finished and if you would like to wait for the item to be made, we will process the order as complete.

If the product (s) you ordered are no longer available or can not be made anymore, we will notify you right away. We do our best to keep our site up to date with product sizes, colors and styles currently in stock.

I you do not wish to wait – we will refund full amount back to you.

 

VARIATIONS of COLOURS and PATTERNS

> Can an ordered product be different to the one I see on the webshop ? 

Our high quality scarves & shawls are hand-woven, hand-dyed using traditional Laos techniques. Due to the hand-made nature of our products, each item is unique and may have slight colour variations that what is depicted in the catalogue. Each color is prepared for each scarf production. We do our best to photograph and represent our colors as true as possible, but each item, if the same, may differ slightly.

 

CARING FOR YOUR TEXTILE

> How can I take care best of my precious textiles ? 

Our high quality products are natural products, hand-woven and hand-dyed. Please follow our instructions for washing and cleaning of your textiles.