Frequently Asked Questions

Shipping & Delivery

How long does shipping take?

Orders are generally processed within 1–2 business days. Once it's on its way, delivery usually takes 5–10 business days depending on where you are in Australia — so around 6–12 business days in total. Everything is set out in our Shipping Policy.

Do you offer free shipping?

Yes — we offer free standard shipping on all Australian orders, with no minimum spend required.

Do you ship internationally?

At the moment, Ostrani delivers within Australia only. International shipping isn't available yet.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive a confirmation email with a tracking number and a link to follow your parcel from dispatch to delivery.

Returns & Refunds

What is your return policy?

You can return eligible items within 30 days of delivery, provided they are:

Unworn and unused
In their original condition
Returned in their original packaging

See our Refund Policy for the full details.

What if my item arrives damaged or defective?

If your item arrives damaged, faulty, or incorrect, email us at contact@ostrani.com with:

Your order number
Clear photos of the item and its packaging

We'll review it and offer a replacement, store credit, or refund — and we'll cover the shipping costs in these cases.

When will I receive my refund?

Once your return has been received and approved, refunds are processed within 7 business days. Please note that your bank or payment provider may take a little longer to post the funds to your account.

Do you charge restocking fees?

No — we don't charge restocking fees on any return.

Exchanges & Order Changes

Can I exchange an item?

Yes — exchanges are available for a different size, colour, or product. Contact our support team to get started, and note that the original item must be returned before the replacement is sent.

Can I cancel my order?

Orders can be cancelled any time before they're dispatched. Once an order has shipped, it can no longer be cancelled and you'll need to follow our return process instead.

Can I change my order after placing it?

Changes can only be made before dispatch. If you need to update your order, please contact us as soon as possible at contact@ostrani.com. Once shipped, changes are no longer possible.

Payments & Security

What payment methods do you accept?

You can pay with Shop Pay, Google Pay, or Apple Pay, or with Visa, Mastercard, American Express, and UnionPay. The options available to you appear at checkout. Full details are in our Payment Policy.

Is my payment information secure?

Yes. All transactions are protected with SSL encryption and comply with PCI DSS security standards, and your full card details are never stored on our servers.

Products & Sizing

How do I choose the right size?

If you're unsure about sizing, please contact our support team before ordering and we'll help you find the right fit.

What if an item is out of stock?

Out-of-stock items are clearly marked on the site. Where available, you can sign up for restock notifications on the product page to be alerted when the item is back.