Refund policy

Refund & Return Policy

At Ostera London, your satisfaction is our priority. If you are not completely happy with your purchase, you may return it for a refund or exchange under the conditions below.

Return Window

You have 14 days from the date you receive your order to request a return. To be eligible, the item must be unused, in its original packaging, with all tags attached, and in the same condition that you received it.

How to Start a Return

To initiate a return, please email us at team@osteralondon.com with your order number and the reason for the return. We will respond within 24 hours with return instructions and the return address.

Items returned without prior authorisation will not be accepted.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item received was defective, damaged, or incorrect. We strongly recommend using a trackable shipping service or purchasing shipping insurance — we cannot guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed automatically to the original payment method within 5 to 10 business days. Please note that your bank or card issuer may require additional time to post the credit to your account.

Exchanges

If you need a different size or colour, the fastest way is to return the original item for a refund and place a new order for the desired item.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at team@osteralondon.com with photos of the issue. We will arrange a free replacement or full refund, including original shipping costs.

Non-Returnable Items

• Items marked as "Final Sale" at the time of purchase
• Gift cards
• Underwear, swimwear or other intimate items, for hygiene reasons
• Items that have been worn, washed, or altered

Late or Missing Refunds

If you have not received a refund within 10 business days of approval, please first check with your bank or credit card company, as processing times may vary. If you still have not received your refund, please contact us at team@osteralondon.com.

Questions

For any questions related to refunds or returns, please contact us at team@osteralondon.com.