Return & Exchange

Can I return my product ?

Yes, you have 60 days to return the item.

In the interest of hygiene and for protection of all customers, earrings, and pierced jewellery are excluded from exchange and return. This exclusion arises from Health and Safety consideration and to prevent spread of possible infections.
For non-pierced jewellery, with the exception of personalised products, we welcome exchange or return if you change your mind.

Make sure to check the list below. For any return, your item must : 
  • Be unworn
  • Have no signs of wear or damage
  • In its original condition 
  • In its original packaging (box and pouch included)
    • After approving your return, we will resend you a new product or refund payment for you whithin a week.

    Guidelines For Return Of Item

    1) Log into your Ostenz Account and select "My Orders"
    2) Find your order and click "Return Items"
    3) Follow the instructions to download the return shipping label and drop off/schedule a pickup. 

    I have received an incorrect item, what should I do ?

    If you believe you have received the wrong item, contact our product shipping team at contact@ostenz.com with the email titled “Incorrect Item Received - [Insert Order ID]”.

    Together with this e-mail, please provide us with your Order ID and a clear snapshot of incorrect product received.

    I have received a defective item, what should I do ?

    We check every pieces of products carefully before shipping, but some of item may get damaged during shipping,If you find any quality problem, please contact us within 10 days after receipt, we will resend you a new product or refund payment for you.

    For any reason, you don't like it or simply want to return, please contact us within 10 days after receipt, keep the products in the original condition and pay the shipping cost by yourself, we will full refund after receive returned products.