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About

Shipping policy

Shipping Policy

This Shipping Policy describes how Ostera London processes and ships orders worldwide.

Processing Time

Orders are processed within 1 to 3 business days (Monday to Friday, excluding public holidays) after payment confirmation. You will receive a confirmation email with tracking information once your order has been dispatched.

Delivery Times

Estimated delivery times after dispatch:

  • United Kingdom: 3 to 7 business days
  • Europe: 7 to 14 business days
  • United States & Canada: 8 to 15 business days
  • Australia & New Zealand: 10 to 18 business days
  • Rest of the world: 12 to 25 business days

Delivery times are estimates only and may vary depending on customs clearance, public holidays, weather conditions, or other unforeseen events outside our control.

Shipping Costs

Shipping costs are calculated automatically at checkout based on the destination, weight and dimensions of your order. We may run periodic free-shipping promotions, which will be applied automatically when applicable.

Tracking

Once your order ships, you will receive an email with a tracking number and a link to track your shipment. Tracking information may take 24 to 48 hours to update after dispatch.

Customs, Duties & Taxes

For international orders, customs duties, import taxes, or VAT may be applied by the destination country. These charges are the responsibility of the customer and are not included in the price displayed at checkout.

Lost, Damaged, or Delayed Packages

If your tracking shows that your package has been delivered but you have not received it, please first check with your neighbours or local post office. If you still cannot locate your package, contact us at team@osteralondon.com within 14 days of the recorded delivery date so we can investigate.

If your package arrives damaged, please contact us within 48 hours of delivery with photos of the damage. We will arrange a free replacement or refund.

Incorrect Address

Please double-check your shipping address before placing an order. We are not responsible for orders shipped to addresses provided incorrectly by the customer. If a package is returned to us due to an incorrect address, we will contact you to arrange re-shipment, with additional shipping fees payable by the customer.

Contact

For any shipping-related questions, please contact us at team@osteralondon.com.