Frequently Asked Questions
Find quick answers about products, personalization, sizing, shipping, returns and order support.
Products & Personalization
Where is OOAKB based?
OOAKB is an online brand operated by HOPQUEST PTE. LTD., a company registered in Singapore. We serve customers in the countries and regions available at checkout.
What types of products do you offer?
We offer jewelry, birthstone- and zodiac-inspired pieces, personalized anniversary gifts and handcrafted keepsakes. Check each product page for its materials, dimensions, available options and production details.
How do I submit personalization details?
Enter the requested names, dates, text, photos, sizes or other details on the product page before adding the item to your cart. Review everything carefully before checkout. If you notice an error after ordering, email support@ooakb.com immediately; changes cannot be guaranteed once production has begun.
Will handmade or natural-material products look exactly like the photos?
Small differences in color, texture, shape, grain, glaze, gemstone pattern or handcrafted finish can occur. Screens and lighting may also affect how colors appear. These variations are normal when the product otherwise matches its description and the confirmed order.
Sizing
How do I choose the right ring size?
Measure the inner diameter of a ring that already fits, or measure your finger circumference with a non-stretch strip of paper. Measure at room temperature and check that the chosen size will pass over your knuckle. Compare your result with our Ring Sizing Guide and the product’s own size options.
How do I choose a necklace length?
Compare the listed chain length with a necklace you already wear, then consider the pendant, neckline and layering style. Use our Necklace Sizing Guide to see where common lengths generally sit; the exact position varies by person.
How do I choose a bracelet size?
Measure your wrist where the bracelet will sit, then follow the fit notes on the product page because chains, bangles, cuffs and stretch bracelets fit differently. Our Bracelet Sizing Guide explains how to measure and choose a comfortable allowance.
Shipping & Delivery
Do you offer free shipping?
Yes. Standard shipping is free on orders of US$69 or more to countries and regions available at checkout.
How long will my order take?
Orders are normally processed within 5 business days. Standard shipping transit is generally estimated at 5–8 business days after dispatch, so most eligible orders are estimated to arrive in about 10–13 business days after payment. These are estimates, not guaranteed delivery dates; check the product page and checkout for any more specific timing.
How can I track my order?
After dispatch, we will email the available tracking number and tracking link. Tracking may take several business days to update after the carrier receives the package. Please also check your spam or promotions folder.
Will I have to pay customs duties, import taxes or VAT?
Customs duties, import taxes, VAT and brokerage fees are the recipient’s responsibility and are not collected by OOAKB at checkout. Charges and customs processing vary by destination; contact your local customs authority for details.
Returns, Exchanges & Order Changes
Can I return or exchange an item?
Eligible non-personalized products may be returned or exchanged within 14 calendar days after delivery. They must meet the conditions in our Return, Exchange & Refund Policy, and you must contact us for authorization before sending anything back.
Can I return a personalized or made-to-order item?
Personalized, engraved, customized and made-to-order products are Final Sale for change-of-mind requests. This does not apply when an item arrives damaged, defective, incorrect, materially misdescribed or incorrectly personalized because of an OOAKB error.
Who pays return shipping?
Customers pay return shipping for eligible change-of-mind returns. For a confirmed damaged, defective, incorrect or materially misdescribed product, OOAKB will cover or reimburse reasonable standard return shipping costs approved in advance.
Do you charge a restocking fee?
No. OOAKB does not charge a restocking fee for eligible returns. Where permitted by law, a deduction may apply only if excessive handling, damage or missing components have reduced the item’s value.
Can I change or cancel my order?
Email support@ooakb.com within 24 hours after purchase and before production begins, whichever comes first. Include your order number and requested change. Changes or cancellations cannot be guaranteed after production begins, and shipped orders cannot be changed or canceled.
What should I do if my order arrives damaged, defective or incorrect?
Contact support@ooakb.com as soon as reasonably possible. Include your order number, a description of the issue, clear product and packaging photos, and a photo of the shipping label. Keep the item and packaging until the review is complete.
Customer Support
How can I contact OOAKB?
Email support@ooakb.com or use our Contact Us page. Phone / WhatsApp: +86 188 6661 8197. Support hours are Monday–Friday, 9:00 AM–6:00 PM Singapore Time (SGT, UTC+8), with a normal response time of within two business days.