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FAQs

HOW DO I MAKE A PURCHASE?

Browse the product pages by clicking on the Bags, Accessories or Materials links.
Once you have found an item click on the 'ADD TO BASKET’ button on the product page.
Review the items in your basket by clicking the ‘BASKET’ link at the top of the page.
To remove an item, go to My Basket and click 'Remove' next to the product you wish to remove.
Click on 'Proceed to Checkout' to complete your order

If you are logged into your account, items will be saved in your shopping bag to view when you next log in. We may send you an email reminding you there are items remaining in your shopping bag.

WHAT CURRENCIES CAN I PAY IN?

Prices on the UK site are charged in GBP (£) and prices on the South African site are charged in ZAR (R).

The UK site provides a currency conversion tool which allows you to see the prices in EUR and USD. However, this conversion only provides an approximate EUR or USD price. The currency of the transaction and billing will remain in GBP. You will be notified of the GBP amount to be charged to your card at the payment stage of the checkout process.

If you are a customer from outside of the UK whose credit / debit card is not denominated in Sterling (GBP), the final price will be calculated in accordance with the applicable exchange rate applied by you card issuer to process the transaction.

The ZAR currency selection is only available to customers who have a billing and delivery address in South Africa. All other customers should order through our UK/GBP site.

CAN I MAKE MY PURCHASE IN US DOLLARS OR EURO?

The EUR and USD prices that you see on the website are only approximate EUR or USD prices as calculated by a currency conversion tool. The currency of the transaction and the amount that will be charged to your credit card will be a GBP amount. You will be notified of the GBP at the payment stage of the checkout process.

If you are a customer from outside of the UK whose credit / debit card is not denominated in Sterling (GBP), the final price will be calculated in accordance with the applicable exchange rate applied by you card issuer to process the transaction.

You will be notified of the GBP amount to be charged to your card at the payment stage of the checkout process.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard, Visa Debit, Visa Delta and Electron cards.

All payments are processed through a secure checkout system provided by CardSave (a member of WorldPay). Your card details will not be stored by Okapi.

We have also introduced MasterCard® SecureCode and Verified by Visa to give you even more confidence in shopping at Okapi. This service protects your existing card against unauthorised use by prompting you for a private password each time you shop with us.

To use this service, simply register with your bank first or other organisation that issued your card.

DO I NEED TO SET UP AN ONLINE ACCOUNT TO PLACE AN ORDER?

You can shop at Okapi without creating an account by selecting the guest checkout option.

However, by registering an account with us you will be able to enjoy the following benefits:
- The ability to track all orders
- Review past purchases.
- Save multiple address details
- Save and share items to your Okapi wish list
This allows all future orders to be processed more quickly next time .
To create an account, simply click on “Register” in the top right hand corner of the screen and proceed through the simple steps.

I’VE FORGOTTEN MY PASSWORD – WHAT SHOULD I DO?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

WHAT COUNTRIES DO YOU SHIP TO?

We ship to mainland United Kingdom, Ireland, Northern Ireland, France, Italy, Germany and South Africa. South African customers are serviced by the South African online store.

We plan to add further shipping destinations soon.

Delivery to destinations outside of the countries listed above may be facilitated by specific request. Delivery costs and timelines will be determined on a case by case basis.

Please refer to Shipping and Deliveries for full details.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH DOES IT COST?

Please refer to Shipping and Deliveries page for full details of timelines and costs of delivery.

DO YOU OFFER A NEXT DAY SERVICE?

Unfortunately we do not offer a next day service at this stage.

DO ANY DUTY AND TAXES PAYMENTS APPLY?

Customers in the UK, EU and South Africa will be charged VAT on their purchases.

If you order goods from our site for delivery to an international destination outside of the EU, you will not be charged VAT but your order may be subject to import duties and taxes which are applied when the delivery reaches that international destination. Please note that we have no control over these charges and we cannot predict their amount.

You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information prior to placing an order.

You must comply with all applicable laws and regulations of the International Delivery Destination. We will not be liable if you breach any such law.

Okapi advises that import and customs charges and local sales taxes are not refundable to non-EU customers wishing to return items.

HOW CAN I TRACK MY ORDER?

You can check the current status of your shipment by following the instructions on your dispatch email which will include a link to the DPD or Fedex website. You will be directed to the relevant website where if you enter the tracking number of your shipment you will see its status.  Please wait four hours from receipt of your dispatch email and using the tracking tool.

Please refer to Shipping and Deliveries page for full detail.

IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR DELIVERY?

Okapi insures each purchase during the time it is in transit until it is delivered to your specified delivery address.

We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Okapi, and transfer of responsibility in the same way.

Delivery will be completed when we deliver the goods to the address that you provide us.

DOES OKAPI SHIP TO MULTIPLE ADDRESSES?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

CAN I CHANGE OR AMEND AN ORDER ONCE IT HAS BEEN PLACED?

Before your order has been prepared for despatch, it may be possible to cancel an item. Please note, we are unable to change or edit the billing and shipping details, change items, combine orders or add items to an existing order once it has been placed.

CAN I RETURN AN ITEM?

Should you be unhappy with your Okapi purchase, items can be returned to us for a full refund provided you let us know within 14 days of receiving your purchase. Please refer to the Returns page for full information of how to make a return.

CAN I EXCHANGE AN ITEM?

We do not facilitate exchanges, however should you wish to swop your purchase for a different product you are most welcome to return you original purchase by following our Returns process and then making a purchase of the item that you would prefer.

SHOULD I ORDER FROM THE SOUTH AFRICA OR UNITED KINGDOM STORE?

South African based customers should order from the South Africa store. You should see the words “South Africa” in the top left hand corner of your screen. If not, please select “South Africa” from the dropdown menu.

All other customers should order through our UK/ GBP currency site by selecting “United Kingdom” in the top left hand corner of the page.

We currently ship to mainland United Kingdom, Ireland, Northern Ireland, France, Italy, Germany and South Africa and plan to add further shipping destinations soon.

UK and international orders are shipped from London.
South African orders are shipped from Cape Town.

Please refer to Shipping and Deliveries page for full detail.

HOW DO I CARE FOR MY OKAPI PRODUCT?

Please refer to the Product Care details in the FAQ section or to the product care card included in the packaging of each product.

HOW DO I CONTACT OKAPI?

Please refer to the Contact Us page.

HOW DO I CONTACT YOUR PR / MARKETING DEPARTMENT?

Please send an email to pr@okapi.com for all PR, events, advertising and marketing queries.

WHO DO I CONTACT ABOUT BECOMING A STOCKIST OF OKAPI PRODUCTS?

Please send an email to info@okapi.com with “Stockist proposal” together with the name of your store and the country in which your store is based in the subject line.