Order delivery
The estimated delivery time for an order depends on the specific product, its availability, and the selected delivery method. After placing the order, we will notify you of the estimated delivery time in the order confirmation or delivery information.
If the delivery time should change or if there is a delay in fulfilling the order, we will notify you whenever possible.
If you would like more detailed information about your order's delivery, write to us at support@okzone.ee and include your order number.
If the order has not arrived by the estimated delivery time, first check the order confirmation and, if possible, the shipment tracking information.
If there is no tracking information for the order or if the delivery is significantly delayed, contact us at support@okzone.ee and include your order number. We will check the status of the order and delivery and let you know when you can expect your order.
If there is a significant delay in fulfilling the order, we will notify the customer as soon as possible.
If a shipment is stuck in customs, it may be due to the need to provide additional information or documents or to undergo a customs inspection.
If customs or the carrier contacts you, follow their instructions and provide the required information or documents as soon as possible.
If you do not know why the shipment is stuck in customs or if you need our help, write to support@okzone.ee and include the order number and, if possible, the shipment tracking number. We will help clarify the situation and check the status of the shipment.
If a specific order may involve customs duties, VAT, or other import-related costs, we will notify the customer in accordance with the law and the terms of the order.
If the order arrives with visibly damaged packaging or products, please take photos of the package and the damage before using the product if possible, and contact us as soon as possible at support@okzone.ee.
Include the order number, a description of the damage, and photos or videos in your inquiry. If the damage occurred during transport, photos will help us quickly clarify the situation with the carrier and other parties involved.
If the product is damaged or does not match the order, we will treat the inquiry as a complaint and resolve it according to applicable consumer rights.
If the order has arrived but a product, accessory, or other part that should have been included is missing from the package, please contact us as soon as possible at support@okzone.ee.
Include the order number in your inquiry and describe which product or part is missing. If possible, also include a photo of the package contents and the packaging.
We will check the order details and determine whether the missing part was left out during packing or if a problem occurred during delivery. We will then notify you of the further solution.
Ordering and Payment
To place an order, select the desired product, add it to the shopping cart, and open the cart. Check the selected products and quantities and proceed to checkout.
Enter your contact and delivery information at checkout, choose a suitable delivery and payment method, and verify that the order details are correct before paying.
After confirming the order and successfully completing the payment, we will send an order confirmation to your email address.
OK ZONE offers secure payment options through Montonio:
• bank payment – pay directly from your bank;
• card payment – with a credit or debit card;
• MobilePay;
• Pay later – Inbank payment solution;
• installment plan – the option to pay for the purchase over a longer period.
The specific payment methods available for your order will be displayed to you at checkout during the ordering process.
Card payments are processed through the secure Montonio payment solution. OK ZONE does not receive or store your card details.
When making a payment, you will be redirected to Montonio's secure payment environment if necessary, where the payment is confirmed according to your bank's or card service's security requirements.
If a card payment fails or if problems arise with the payment, contact us at support@okzone.ee and include your order number.
If you wish to change or cancel your order after it has been placed, contact us as soon as possible at support@okzone.ee and include the order number.
If the order has not yet been sent for processing or delivery, we will try to change or cancel the order if possible. If order fulfillment has already begun or the goods have been shipped, it may no longer be possible to make changes.
If the goods have already been received, the consumer may have the right to use the statutory 14-day right of withdrawal, unless a legal exception applies to the specific goods.
After successfully placing an order, we will send an order confirmation to the email address you entered at checkout.
The order confirmation includes, among other things, the order number, information on the ordered products and quantities, the cost, and delivery and payment details.
If you cannot find the order confirmation in your inbox, also check your spam or promotions folder. If the email is still missing, contact us at support@okzone.ee and include your name and order number if possible.
After Purchase
After confirming the order, we will send an order confirmation via email. If a tracking number is available for the order, we will provide it to the customer along with the corresponding tracking information.
If you have questions about the order status or delivery, contact us at support@okzone.ee and include your order number.
If the product does not meet expectations but has no defects, the consumer may use the statutory 14-day right of withdrawal, unless a legal exception applies to the specific goods.
The goods must be returned according to our return instructions. The consumer has the right to use the goods before returning them only to the extent necessary to verify their nature, characteristics, and functioning. If the goods have been used more than necessary for such familiarization, it may result in compensation for the diminished value of the goods.
If the product has a defect or does not match the ordered product, please let us know as soon as possible. In such a case, we will treat the inquiry as a complaint in accordance with applicable consumer rights.
If a defect appears in the product, stop using it if possible and notify us as soon as possible by email at support@okzone.ee. Include the order number, describe the defect, and if possible, add photos or videos to help assess the problem.
The consumer has the right to file a complaint regarding a product defect within two years from the receipt of the goods. The defect must be reported no later than two months after its discovery.
In the case of defective goods, the consumer first has the right to demand free repair or replacement of the goods. If repair or replacement is not possible, fails, or causes unreasonable inconvenience to the consumer, or if the defect is not eliminated within a reasonable time, other legal remedies may apply, including a price reduction or withdrawal from the contract.
OK ZONE will respond to a written complaint no later than within 15 days.
To file a complaint, write to us at support@okzone.ee. Include your name and contact details, the order or purchase number, the date of purchase, a description of the defect or problem, and if possible, photos or other evidence. Also describe what solution you would like.
We will respond to a written complaint no later than within 15 days. If necessary, we will ask for additional information or arrange for an additional inspection of the product.
If it is not possible to resolve the complaint by agreement with OK ZONE, the consumer has the right to turn to the Consumer Disputes Committee operating under the Consumer Protection and Technical Regulatory Authority.
If you need help with an order, delivery, return, or product-related question, write to us at support@okzone.ee. Please include the order number if possible so we can respond to your question faster.
If the question concerns a defective product or a complaint, also include a description of the defect and photos or other necessary information if possible.
We strive to respond to all inquiries as soon as possible. We will respond to a written complaint no later than within 15 days.
Returns
If you wish to cancel an order based on the 14-day right of withdrawal, notify us in writing by email at support@okzone.ee. Withdrawal must be notified within 14 days of receiving the goods. After notifying of the withdrawal, the goods must be returned immediately, but no later than within 14 days.
The goods must be returned complete and, if possible, in the original packaging along with all included accessories, documents, and other parts. Use of the goods is permitted only to the extent necessary to verify their nature, characteristics, and functioning. If the goods have been used more than necessary for such familiarization, it may result in a decrease in the value of the goods and liability for it.
To make a return, contact us by email at support@okzone.ee and include your order number and your wish to withdraw from the contract. We will provide you with the necessary instructions for returning the goods.
The goods must be returned no later than 14 days after notifying of the withdrawal. Please follow the return instructions received and return the goods complete with all included accessories, documents, and other parts.
When using the standard 14-day right of withdrawal, the direct costs related to returning the goods are borne by the consumer, unless otherwise provided by law or if OK ZONE has stated otherwise before concluding the contract.
If the goods are returned because they are defective, damaged, wrong, or do not match the order, the costs related to the return are borne by OK ZONE.
The costs paid by the consumer for the delivery of the goods will be refunded in the event of withdrawal to the extent provided by law.
The refund will be made immediately, but no later than 14 days after receiving the withdrawal notice. We will refund the amount paid for the goods to the consumer and, to the extent provided by law, the cost of delivering the goods.
OK ZONE has the right to delay the refund until we have received the returned goods or until the consumer has provided proof that the goods have been sent back, whichever occurs earlier.
The refund is generally made using the same payment method used to pay for the original purchase, unless otherwise agreed with the consumer.
If the value of the returned goods has decreased due to excessive use by the consumer, damage, incomplete set, or other circumstances within the consumer's responsibility, OK ZONE may make a deduction from the refund to the extent of the justified and verifiable decrease in value.
The 14-day right of withdrawal does not apply in cases provided by law. This includes, among other things, goods made to order or according to the consumer's personal needs, perishable goods or goods with expiring properties, and goods in sealed packaging that cannot be returned for health protection or hygiene reasons after the packaging has been opened.
Likewise, the right of withdrawal does not apply to sealed audio and video recordings and computer software after the packaging has been opened. For digital content not delivered on a physical medium, the right of withdrawal does not apply if its delivery has begun with the consumer's prior consent and the consumer has been informed of the loss of the right of withdrawal.
If an exception to the right of withdrawal may apply to a product or service, we will inform the consumer before concluding the contract.