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Returns & Refund Policy
Return & Refund Policy
At osterland, we are committed to ensuring your complete satisfaction with every purchase. If you meet the following requirements, you may request a return or exchange within the specified period. Please read the details of our return policy below:
Conditions for Return
1.We accept return(s) if:
-You receive a product different from your order;
-Or，You receive a defective product.
2. Requirement for Return:
- Items must be returned within 7 days from the date of delivery.
- Products must be unused, unwashed, and in the original packaging with all tags attached.
- Your order number, name, user ID, and proof of purchase (receipt or order confirmation) are required.
3. We do not accept return(s) if:
- You return the items just because you changed your mind (on size, colour, etc.)
- You are returning shoes, bags, or any other accessories.
- The products are damaged due to your mishandling.
- Your return request is not approved by our staff.
The following items are not considered defective:
* Items that are originally manufactured without tags or labels
* Items with creases that may have been made while shipping
* Items with unsatisfactory/incomplete finish due to mass production
Return Process
1. Initiating a Return:
- Contact our Customer Service team at osterland.vip@gmail.com to initiate a return.
- Provide your order number, name, user ID, item details, and reason for return.
*Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
*Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
*Please include all contents of the original package and free gifts (if applicable) in your return packaging.
* Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return. The shipping fee will be refunded once the returned item has arrived.
Refund Method
After receiving the returned goods and checking that they are correct, we will refund the money to your payment account.
Exchanges
The fastest way to ensure you get what you want is to exchange the item you have. You can contact us within seven days of the item's delivery to request an exchange. Please note that exchanges are only supported for different sizes and colours of the same item. If you wish to exchange for a different item, please contact our customer service for further details and the price difference.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Contact Us
For any questions or concerns about our refund and return policy, please contact our Customer Service team at:
- Email:osterland.vip@gmail.com
- Phone:+86 18016529091
We appreciate your understanding and cooperation.
Thank you for shopping with Montysean