Frequently Asked Questions

ORDERS & SHIPPING

1. How long are shipping times?

Your product will ship within 10 to 15 business days of you placing your order. Each product at OSSIA  has an estimated delivery time that you can find in the product description.

Order place in weekends, holidays and special promotions such as Black Friday/Cyber Monday may take additional processing time due to increased order volume. Please allow 1-2 extra days for order processing. 

 2. Why is my order not being delivered within the time estimated?

Shipping estimates are provided by third party carriers. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience and your patience is greatly appreciated.

 3. How does international shipping works?

We use UPS/DHL Express for all international shipments. Average total transit time is - 1-7 Business days. However, delays can occur in transit or due to holds at your local customs office, so it may take longer for an order to be delivered.

Taxes, duties and international processing will be assessed and collected at checkout.

Please ensure to provide a shipping address that UPS/DHL Express is capable of delivering to. We will not be liable if UPS/DHL is unable to make delivery to the shipping address provided.

4. Why am I being charged taxes or fees at checkout?

Our product prices do not include taxes and duties. VAT or other applicable taxes based on the country you are shopping from/shipping to are added once you enter your address at checkout.  

5. How do I know that my order has been shipped?

Once your order has been shipped, we will send you an email with your tracking number where you can track your shipment.

6. Can I make a change to color or size of what I ordered?

Your order goes immediately to processing once you have successfully submitted the order. Please contact us immediately to cancel the order as at this point any changes may not be possible.

7. Can I make a change to shipping address?

You may change your shipping address by calling us immediately. Typically you can only do this the same day an order was placed. If the item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to reviews and can be declined following a security screening.

8. Do you ship to PO Boxes?

Not at this time. 

 

RETURNS & EXCHANGES

9. What's your return policy?

OSSIA gladly accepts unworn, unwashed, unaltered and unused products in sell-able condition with their original tags for a full refund within 30 days of purchase. 

10. When will I receive my refund?

Please allow 2-6 days for us to process your refund after merchandise. We will refund the price including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. For international orders, we are unable to issue refunds for any customs, duties or any additional fees that may apply to your order.

 

PRODUCT & INVENTORY

11. When OSSIA restock the out of stock items

If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item.