FAQ
Ordering
How do I place an order?
Shop directly on okenhem.com. Create an account to save your details for next time, or check out as a guest if you'd rather keep it quick. Either way, only the information tied to your order is stored.
What payment methods do you accept?
All major credit cards, plus Shop Pay, Apple Pay, and Google Pay at checkout.
Can I order by phone or in person?
Yes. Call us at 435-228-5106, or visit the showroom at 51 North Main Street, St. George, UT 84770.
Is my information secure?
Yes. Our site has full PCI compliance and encrypted checkout. We never store your payment details.
Can I cancel or change my order?
Contact us as soon as possible at shop@okenhem.com or 435-228-5106. We'll do what we can before your order processes, but once it's processed, we're not able to make changes.
How can I track my order?
You'll get a confirmation email when you order, then a second email with tracking once it ships. Log into your account and check Order History any time to see where things stand.
What if the item I want isn't available?
We try our best to keep our site up to date with current stock availability. However, sometimes mistakes in our listings can happen. If something in your order is out of stock, we'll reach out within 2 business days with an updated timeline. If you'd rather not wait, just reply to that email and we'll issue a full refund.
What is a special order?
A special order is a product made or sourced to order. Special orders are non-returnable and non-refundable. Lead times run 8 to 16 weeks depending on the piece and manufacturer, and we'll confirm the timeline with you once the order is placed.
These timelines are estimates based on what the manufacturer tells us, not a guarantee. Production and freight delays happen, especially with pieces coming from overseas, and they're outside our control. We'll keep you updated if a timeline shifts, but a delay on its own isn't grounds for cancellation or refund once the order is placed. If you'd rather not commit to an open-ended timeline, ask us before ordering and we'll give you our best estimate up front.
What if I forgot my password?
On the login page, click "Forgot Your Password." The reset link is valid for 24 hours.
Will tariffs affect my order?
Some products may be subject to tariffs that shift with trade policy. Since these can change without much notice, we're not always able to update pricing in real time across our full catalog. If your order is affected, we'll reach out after you place it, and you'll have the choice to move forward or cancel.
Shipping
How do I qualify for free shipping?
Orders over $150 ship free on small goods. This doesn't extend to furniture, lighting, or other bulky items, which are priced by weight or by freight class instead.
What are your shipping rates?
- Small goods under $150: flat $15
- Oversized/bulky items, by weight: 1–24 lb $35, 25–50 lb $45, 51–100 lb $65, 101–199 lb $100
- Freight items (most furniture and large lighting): Threshold Delivery runs 15% of the order total, capped at $399. In-Home Delivery runs 25%, capped at $699.
How long will my order take to ship?
Orders process within 2 business days, then ship. Standard shipping runs 5–6 business days from there. Special order and freight items run longer, generally 8 to 16 weeks depending on the piece and its manufacturer. Delivery estimates don't account for weather, customs, or other delays outside our control.
What about partial shipments?
If your order has multiple items, they may ship separately depending on stock. You'll get a separate tracking number for each shipment, and shipping charges won't change because of it.
Which carriers do you use?
USPS, UPS, and FedEx, depending on your location and shipping option.
Where do you ship?
Anywhere in the lower 48 states. Alaska and Hawaii are possible at an additional cost. We are happy to ship internationally but different international rates will apply. If you're outside the contiguous US and interested in a piece, reach out and we'll see what we can do.
Are there any shipping restrictions?
We can't ship to PO boxes or APO/FPO addresses, so a physical address is required. Certain products may also carry shipping restrictions based on size, weight, or regulation. Those are noted on the product page when they apply.
How do I track my order?
You'll get a confirmation email once your order's placed, then a shipping confirmation with tracking once it ships. Log into your account and check Order History any time to see where things stand.
What if my package is lost or arrives damaged?
If it's lost in transit, contact us at shop@okenhem.com and we'll work with the carrier to locate it or arrange a replacement. If it arrives damaged, photograph the item and packaging and reach out right away. We'll help file the claim and get you a replacement or refund.
Can I change my shipping address after placing an order?
Contact us as soon as possible and we'll do what we can. Once an order has processed, we're not able to guarantee changes to the address or shipping method.
Returns & Exchanges
What's your return policy?
You have 7 days from delivery to start a return. Items must be unused, in the same condition you received them, and in their original packaging. Items that are damaged, worn, or altered aren't eligible.
What can't be returned?
Returns are never accepted on the following:
- Perishables. Anything with a shelf life can't be resold once it's left our hands.
- Body care products. Lotions, soaps, oils, and similar items are final sale once opened, for hygiene reasons.
- Textiles. Bedding, and blankets.
- Assembled goods. Once an item is out of the box and assembly has begun, it is no longer eligible for return.
- Custom or made-to-order pieces. These are built or sourced specifically for you and can't go back into general inventory.
- Final sale and clearance items. Marked-down pricing means the sale is final, no exceptions.
- Gift cards. These aren't returnable or redeemable for cash.
- Furniture and lighting, unless it arrived damaged. Given the size and cost of freight on these pieces, returns aren't accepted outside of a damage claim.
How do I start a return?
Email shop@okenhem.com with your order number and the reason for the return. We'll send you a Return Merchandise Authorization (RMA) number and instructions. Pack the item securely with the RMA number included, and ship it back using a trackable method. We recommend insuring the shipment, since we're not responsible for items lost or damaged on the way back to us.
Can I exchange an item instead of returning it?
Certain items can be exchanged if in a new, unopened state. Reach out to us and we'll do our best to help, though we can't guarantee availability of a replacement at the time of exchange.
When will I get my refund?
Once we receive and inspect your return, we'll let you know whether it's approved. If approved, the refund goes to your original payment method within 10 business days.
Can I get a partial refund?
In some cases, yes. Items returned outside the original condition, or beyond the 7-day window, may only qualify for a partial refund.
Who pays for return shipping?
You do, unless the return is due to our error or a defect. Original shipping costs aren't refundable, and where a refund applies, return shipping is deducted from it.
What if I refuse a delivery?
Orders refused after they've shipped carry a 50% restocking fee, plus any shipping costs already incurred.
What if my item arrives damaged or defective?
Contact us right away at shop@okenhem.com with your order number and photos of the damage. We'll work with you on a replacement or a full refund.
Trade & Contract Program
Do you work with designers and industry professionals?
Yes. Ökenhem's trade & contract program supports designers, architects, and other industry professionals sourcing Scandinavian pieces for their clients. Visit our trade page or reach out directly to get started.
Privacy & Security
What information do you collect, and how is it used?
We collect what's needed to fulfill your order and support your account: contact details, order and shipping information, and basic usage data. Full detail lives in our Privacy Policy.
Do you sell or share my information?
We don't sell or share your personal information for marketing purposes without your consent. Full detail, including your rights under applicable privacy law, is in our Privacy Policy.
How do I reach Ökenhem with a privacy question or request?
Email shop@okenhem.com, or write to us at 51 North Main Street, St. George, UT 84770.
For our full Privacy Policy and Terms of Service, visit okenhem.com/policies.