Refund policy

Your Satisfaction Comes First

At Ostrani, we want you to love what you've ordered. If it's not quite right when it arrives, we've made returning or exchanging it as easy and painless as possible — here's how it works.

If Your Order Arrives Faulty, Damaged, or Wrong

If an item turns up faulty, damaged in transit, or simply isn't what you ordered, please reach out within 30 days of delivery at contact@ostrani.com. Include your order number along with clear photos of the issue.

For these situations we'll gladly sort out a replacement, store credit, or a full refund — the choice is yours — and we'll cover the original shipping cost too. There are no restocking fees. Return shipping is only your responsibility when an item goes back for a reason other than a fault or an error on our part.

Returning an Unwanted Item (Within 30 Days)

Had a change of heart? Eligible items can be returned within 30 days of receipt, so long as they are:

Unworn and unused
In their original condition
Sent back in their original packaging

Please note your order number clearly on the outside of the return parcel. For standard returns, you'll cover the return shipping, and the original shipping fee isn't refundable. For delivery details, see our Shipping Policy.

Once your item is back with us and has been checked, refunds are generally processed within 7 business days — though your bank or card provider may take a little longer to display the funds.

Swapping an Item

Want a different size, colour, or product instead? Reach out to our customer service team and we'll guide you through the exchange from start to finish.

No Restocking Fees, Ever

We never charge restocking fees. Return an eligible item and you'll get back the full amount you paid for it.

When We Can't Accept a Return

A return can't be processed in these cases:

The parcel doesn't include a valid order reference number
The item isn't in the returnable condition set out above

Getting Your Return Underway

Please contact us at contact@ostrani.com before sending anything back, so we can provide return authorisation and instructions. This helps us keep track of your parcel and get your refund moving faster.

When You'll See Your Refund

After your return arrives and has been inspected, we'll let you know whether it's approved. Approved refunds go back to your original payment method within 7 business days, with the exact timing depending on your financial institution.