EXCHANGE POLICY
At Osalu Couture, your satisfaction is our priority. We take great care in ensuring every product meets our quality standards before shipping. If you encounter any issues, please contact us immediately at sales@osalucouture.com so we can resolve the matter promptly. Below are the details of our Exchange and Return Policy:
GENERAL GUIDELINES
- All customers are advised to read our policies, terms, and conditions before placing an order to ensure compliance.
- Items must meet the stated eligibility criteria to qualify for exchanges or returns.
- We reserve the right to refuse returns or exchanges that do not comply with our guidelines.
SALE ITEMS
- Sale items cannot be exchanged or refunded. All sales and discounted items are final.
- Gifts or promotional items offered during sales are at the sole discretion of Osalu Couture.
ORDER/SIZING EXCHANGES
- Returns and exchanges are only accepted through our trusted logistics partners
- Requests must be initiated within 7 days from the date of delivery.
- We encourage customers to carefully confirm sizing and order details before purchasing.
ELIGIBILITY FOR RETURNS
To qualify for a return or exchange:
- Items must be unused, with tags attached, and in their original packaging.
- Original packaging must be undamaged.
- Items showing signs of wear, washing, rips, cuts, stains, or improper care will not be accepted.
RETURNS POLICY
- Returns are accepted only through trusted delivery channels
- Return shipping fees are the sole responsibility of the customer.
- Customers may request a return label from us at sales@osalucouture.com The cost of the label will depend on the package weight and can either be paid upfront or deducted from store credit.
- Eligible return reasons include:
- Receipt of a defective item.
- Wrong sizing.
- Incorrect order.
- Receipt of a sold-out item.
EXCHANGES
Exchange requests will only be approved if all of the following conditions are met:
- The item has intact hang tags and labels.
- No rips, cuts, stains, or damages to the fabric.
- Sale or discounted items are excluded from exchanges.
KEY EXCHANGE POLICIES
- Items on sale, promotional items, or items purchased with discount codes are not eligible for exchange.
- For sizing issues, exchanges are processed as store credit, which can be used to reorder the same item or a different item.
- Refunds are only issued for sold-out items that haven’t been processed or shipped. Refunds in such cases are processed within 7 days of purchase.
- Exchange approvals and updates are communicated via email within 2-5 business days after the returned item is inspected.
SHIPPING CHARGES
- Shipping charges are non-refundable.
- Customers are responsible for return shipment costs.
DOMESTIC RETURNS
- Returns or exchanges must be initiated on or before 5 days from the date of delivery using our or your logistics partners
INTERNATIONAL RETURNS
- Returns or exchanges must be initiated within 7 calendar days from the date of delivery using our logistics partners, DHL or FedEx.
HANDLING PACKAGES
- Please handle packages with care. Do not use scissors to open packages, as damage caused during opening will void return eligibility.
STARTING THE RETURN PROCESS
- Initiate a Return
- Email sales@osalucouture.com with your order number as the subject line. Ensure you use the same email address used when placing the order for faster processing.
- Prepare the Return
- Place the unused item in its original packaging.
- Do not combine multiple orders in one package or split one order into multiple packages. This may delay processing and incur extra charges for duties.
- Return Window
- Return requests must be initiated within 7 calendar days of delivery.
- If unavailable to receive your package within the return window, email sales@osalucouture.combefore the return window expires to request an extension of 1 to 7 additional days (subject to approval).
NON-RETURNABLE ITEMS
Certain items cannot be returned, including:
- Accessories, hats, bodysuits, custom/personalized products, and personal care goods (e.g., perfumes).
- Hazardous materials, flammable liquids, or gases.
- Sale items and gift cards.
If you have questions about your specific item, contact sales@osalucouture.com for assistance.
REFUNDS
- Refunds are processed only in the case of sold-out items that haven’t been processed or shipped.
- Refund processing takes 7 business days after approval.
Still Need Help?
- For more details, visit our FAQ section or contact us via:
- Complaints and general Inquiries: sales@osalucouture.com
- You can also use our live chat for real-time support.
