Returns and exchanges
Due to the nature of our handmade products, we do not accept any returns or exchanges but you can always contact us for any return question.
Damages and issues
Upon arrival of your order, please inspect your item(s) carefully and contact us within the next 48 hours if the item is defective, damaged or if you receive the wrong item. You must provide a description of the damage and photographic evidence to email@example.com so that we can evaluate the issue and send a replacement.
Studio Osmos is not responsible for parcels that are left outside in the heat, cold or rain for a long period of time.
Lost and stolen parcels
Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel.
We do not issue replacements/refunds on items that have been marked as 'delivered' by postal services or are unclaimed due to unpaid customs. If your tracking information indicates that the package has been delivered but you did not receive it. Please contact us immediately.
To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Please reach out to us at firstname.lastname@example.org with your order number and details of your package within 15 days from the date that the package was marked as “delivered” by your postal service.
Parcels returned to sender
The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery and there is no refund possible. If there is postal fees that needs to be paid upon reception of a parcel that is returned to sender, Studio Osmos won't accept these fees and therefore will refuse to get the parcel back.