Customer Complaint Procedure

  1. How do I make a complaint?

    We are sorry you did not get the service you would expect from Orokii. To make a complaint, please send us an email and include:

    • the email address you use to register with Orokii
    • the payment order number(s) if your complaint is about a specific payment
    • what your complaint is about
    • what you would like us to do to fix it
  2. What happens after I make a complaint?

    Orokii will:

    • email you that we got your complaint
    • ask for any extra information if we need it
    • investigate your case and your concerns, referring to the Terms and Conditions
    • email you to explain what actions we took and why

    We will investigate your case as quickly as possible and will send you a final response within the timeframe listed for your region.
    Your region is based on the address you have on your Orokii account:

    • US: We will inform you if we cannot send a final response within ten working days. Sometimes, it can take up to 90 days to check your case.
  3. What if I am not happy with the response?

    If you are unhappy with our final response, you can forward your complaint to the dispute body in your region.

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