Refund policy
REFUND & RETURN POLICY
We want you to love your Osteni jewelry. If you have any issues with your order, please contact us and we’ll be happy to help.
RETURNS
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached if applicable, and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at info.ostenijewels@gmail.com. Please do not send an item back without contacting us first, as unauthorized returns may not be accepted.
If your return is approved, we will provide you with instructions on where to send your item. Unless the item is defective, damaged, or the wrong item was received, return shipping costs are the responsibility of the customer.
REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow 5 to 10 business days for your refund to appear, depending on your bank or credit card company.
If more than 10 business days have passed since your refund was issued and you have not received it, please contact us at info.ostenijewels@gmail.com so we can help look into it.
Original shipping costs are generally non-refundable unless the return is due to an error on our part, such as receiving the wrong item or receiving an item that arrived damaged or defective.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when you receive it and contact us as soon as possible if your item arrives damaged, defective, or if you receive the wrong item.
Please email us at info.ostenijewels@gmail.com and include a photo of the item and a brief description of the issue so we can evaluate it and determine the best way to help.
Depending on the circumstances, we may provide a free replacement rather than require you to return the original item.
REPLACEMENTS
In certain situations, we may offer a one-time complimentary replacement when an order is confirmed or reasonably believed to have been lost, damaged, or otherwise affected during transit.
Replacement eligibility is determined on a case-by-case basis and may depend on the circumstances of the order, shipping method, delivery status, and information provided by the customer.
A replacement may not be available when an issue is caused by an incorrect or incomplete shipping address provided at checkout.
If you believe your order may qualify for a replacement, please contact us at info.ostenijewels@gmail.com and we’ll be happy to review the situation.
EXCHANGES
If you would like to exchange your item for a different size, style, or product, please contact us at info.ostenijewels@gmail.com within 30 days of receiving your order.
Exchanges are subject to the same condition requirements as returns. Items must be unworn or unused and returned in their original condition and packaging.
Depending on the circumstances, we may provide instructions for returning the original item before sending the replacement.
ORDERS NOT RECEIVED
If your order has not arrived within the estimated delivery timeframe listed in our Shipping Policy, please contact us at info.ostenijewels@gmail.com so we can help determine the best next step.
Delivery times can vary depending on the customer's location, postal service conditions, holidays, weekends, and other circumstances outside of our control.
Orders that are delayed or not received due to an incorrect, incomplete, or inaccurate shipping address provided by the customer are not eligible for a refund.
If an order is returned to us because of an incorrect or incomplete address and the customer would like the order shipped again, additional shipping costs may apply.
Depending on the circumstances, we may offer a one-time complimentary replacement for an order that is reasonably believed to have been lost or damaged during transit.
NON-RETURNABLE ITEMS
We do not accept returns for:
- Items that have been worn or used
- Gift cards
- Items purchased outside of the 30-day return period
- Sale or clearance items, unless the item arrived damaged, defective, or incorrect
If you have a question about whether your order qualifies for a return, exchange, refund, or replacement, please contact us at info.ostenijewels@gmail.com before sending anything back.
ADDRESS ACCURACY
Customers are responsible for providing a complete and accurate shipping address at checkout.
Osteni is not responsible for orders that cannot be delivered or are returned because of an incorrect, incomplete, or inaccurate address provided by the customer.
If you notice an error in your shipping address after placing your order, please contact us as soon as possible. While we will do our best to help, we cannot guarantee that an address can be changed after an order has been processed or shipped.
CONTACT US
If you have any questions about our Refund & Return Policy, or if you need help with an order, please contact us at:
We’re always happy to help and want to make sure you have a great experience with Osteni. ❤️