Terms & Conditions

Here are answers to some of the most frequently asked questions related to our online shop.

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

Payment

When paying with credit card on or online shop, your payment information will be processed and analysed by CyberSource, an internationally acclaimed payment processing and fraud detection company. When entering your credit card details, no information will be stored on Ock Pop Tok servers.

Ock Pop Tok uses MasterCard SecureCode and Verified by Visa for all transactions. MasterCard SecureCode and Verified by Visa stores and safeguards your card and bank details. MasterCard SecureCode and Verified by Visa takes the payment from your card or bank directly, and your payment details are never shared on the internet. Payments are made inside the checkout process.

Product Availability

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.

Color Variations

Please remember that each scarf is handmade. Each color is prepared for each scarf. We do our best to photograph and represent our colors as true as possible, but each item, if the same, may differ slightly.

Shipping

We ship using DHL Worldwide, which is the most reliable and quickest way to ship from Laos.

Standard shipping takes 5-14 business days to anywhere in the world and a tracking number will be provided.

We use a weight based shipping method, which means we calculate the shipping costs based on total weight of the ordered products. Once you fill out your shipping address, your shipping rates will calculate.

The system does not calculate the shipping for remote areas automatically. Please check the remote areas list here. And email us on [email protected] for a shipping estimate. If you still go ahead and place your order, once we receive the order, if your address falls into one of the remote areas listed by DHL, we’ll send you a payment link for the updated shipping price.

Orders that are shipped overseas may be subject to custom duties. Customs policies vary widely from country to country. If you’d like any further information, you should contact your local customs office.

We are not responsible for any loss or damage to the product due to customs or areas outside of our control, once it has been shipped from our office in Luang Prabang.

Returns and Refunds

All Sales are final and all items are non-refundable.

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 us 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 an item, you will be responsible for all shipping costs.

Variations:
All of our products are made by hand. No two items will be exactly the same.

Wrong or Missing items

If you receive the wrong items, or items you purchased are missing from your shipment, please notify us at once and provide us with the order number, product name and product codes.

Sales Tax and Duties

Ock Pop Tok cannot be held responsible for any imposed customs duties prior to delivery as it is at the discretion of the countries customs to impose import duties according to local customs laws.

It is the responsibility of the customer to pay all import duties. It is your responsibility to verify procedures and customs in your country.

Copyright

All content on our website, such as text, graphics, products and images is the property of this site’s owner and protected by international copyright laws.