Shipping and Returns
Shipping & Returns
OOSTOR.com is an online marketplace for independent brands from around the world, however with one checkout process, which means you can buy from multiple brands but only pay once for those items at checkout.
All orders are shipped directly by the brand that designed and created it.
So, here’s how it works!
Once you’ve placed an order you will receive an order notification letting you know we have received your order. An email notification of your order is also sent to the individual Seller(s).
When an item is ready to ship, your order will be confirmed by email. As a guide, your order will normally be confirmed within 24 hours.
Once your order has been shipped, you will receive a notification confirming your item is on its way to you.
Please note that shipping rates & delivery times vary from brand to brand. If you are ordering a pre-order product, please see the brand’s product page for estimated shipping date.
If for whatever reason you’re not fully happy with your purchase and you want to return something, you must tell us within 28 days of receiving the items (beginning on the day after your order is received). You have another 14 days to return the goods once you've told us. As the customer you take the responsibility of returning the goods to the seller.
For a clothing item you can return using the Collect+ service. You will be required to pay £4.99 but in the event of a genuine return we will refund this amount to you.
To submit a Collect+ return please go here: returns.oostor.com
For a non-clothing item send a message directly to us at firstname.lastname@example.org, quoting your order number that is on your order confirmation email.
Important: please don’t destroy or throw away any product before you’ve contacted us and have heard back from us.
We will process the refund directly to you in no more than:
- 28 days after the day the product is received by the Seller; or
- if earlier, 28 days after the date you provide evidence that you have returned the product to the Seller.
If you are not using Collect+ we recommend using a tracked postage service and for you to hang onto your receipt until your returned funds have cleared. OOSTOR.com are not responsible for any returns parcels lost in transit. The cost of postage to return the item is not included in your refund.
All items must be returned, unused, unworn and in their original, undamaged packaging with tags attached.
When trying on clothing please check that you’re not wearing any deodorant, makeup, tan or perfume that may leave a mark or scent.
Don’t forget that swimwear should be tried on over underwear and that the protective hygiene strip should be left intact if you wish to return it.
Please try shoes on indoors taking care not to mark the soles. Shoes must be returned in their original, unmarked shoebox.
Should a refund be made, you will receive confirmation of your refund via email.
Please note that refunds can only be issued back to your original payment method.
If you need any help give us a shout at email@example.com
The following items are non-refundable:
- Intimates including shapewear, bras, undies, tights, socks.
- Perishable products (like food)
- Free gifts.
- Taxes and duties on international orders
- Instances where you notify us outside the returns period that you wish to return your order.
Returns received in damaged or worn condition.
You have a legal obligation to take reasonable care of the items while in your possession. If you fail to comply with this obligation, we and/or the brand have a right to deduct the cost of any deterioration (for example, due to your having used the items).
All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). If you order items for delivery outside the United Kingdom, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
All our brands comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at firstname.lastname@example.org
Shipping and Returns FAQ
WHERE IS MY ORDER?
You can follow up your order and request any tracking information that will help locate your order by contacting us on email@example.com
MY ITEM WAS RETURNED, BUT I HAVE NOT BEEN REFUNDED
If the item you ordered was returned using a ‘sign for’ service, please check the item has reached its destination. If the item has been delivered or you’re unable to check, please contact us directly at firstname.lastname@example.org. Then follow up on the progress of your refund or exchange. If you don’t receive a response after a reasonable period of time, then escalate the matter. The method of escalation will depend on the type of payment.
HOW LONG WILL IT TAKE TO DELIVER MY ITEM?
This varies based on the stock levels and delivery method the seller will provide or that you have chosen. Where the item is being delivered from or to will have an impact on this. Deliveries within your country will usually be quicker than international deliveries, depending on the shipping method chosen. Some sellers use shipping services that will allow you to track the delivery. If you require more information, contact us on email@example.com
WHAT SHIPPING METHODS CAN I CHOOSE?
You can select a number of shipping methods depending on what the seller can offer. If a shipping method you would like is not available, contact us on firstname.lastname@example.org and we can ask ask if they would be prepared to offer the alternative shipping method and add it to their listing.
WHY CAN'T I SELECT A SHIPPING OPTION?
If the seller hasn't included a shipping option to your region, then there may be no option. Message us on email@example.com and we can ask them if they dispatch to your destination or if they would be happy to make an exception.
HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?
Log into your OOSTOR.COM account where you can edit your existing address or opt to add an address.
MY ITEM HASN'T BEEN DELIVERED, WHAT SHOULD I DO?
Contact us on firstname.lastname@example.org with your order information and we will help you to resolve the issue.
ARE THERE CHARGES ON ITEMS FROM UK SELLERS?
If you are buying from outside the UK, you may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be covered by you as we have no control over these charges and can’t predict what they may be.
Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please note when ordering from a seller at OOSTOR.COM, you are the importer of the item and must comply with all laws and regulations of the country in which the goods will be received.