Frequently Asked Questions (FAQs)

Welcome to our FAQ hub. To help you find answers quickly, we have compiled the most common inquiries below. If your question isn't addressed here or you require further assistance, our team is always happy to help.

Contact Us

How can I get in touch? You can reach our Customer Service team directly by emailing info@oseela.com. We strive to respond to all inquiries as promptly as possible.

Shipping & Delivery

Can I collect my order in person? Yes. Collections can be made from our studio by appointment only. Please contact us to schedule a convenient time for your visit.

What happens if I order multiple items? To reduce our environmental footprint, items ordered within a similar timeframe are typically consolidated and shipped together once your entire order is ready. If items are purchased significantly apart, they may arrive in separate shipments.

Can I deliver to an alternate address, store, or pickup point? Yes. If you would like your order sent to an address other than your billing address, or to a specific local pickup point, please contact us immediately after placing your order to make arrangements.

Do I need to be present to sign for my delivery? In some instances, yes. To ensure the security of your unique pieces, our couriers sometimes require a signature and a photographic confirmation of delivery.

What happens if I miss my delivery? If you are unavailable and the delivery cannot be completed, the courier will return your order to their warehouse or return it back to us. Please contact the courier if a message has been left for you or contact us to reschedule a new delivery date.

My delivery window has passed. What should I do? While we provide estimated delivery windows, occasional delays can occur because we use third party shipping companies. If your order has not arrived within the expected timeframe, please inform us immediately so we can look into it for you.

How can I track my order? Once your order is dispatched, we will email you the tracking details. You may also receive automated updates from our courier partners throughout the journey of your parcel.

Returns & Exchanges

Is there a charge for exchanging items? We do not charge an exchange fee. However, customers are responsible for the return postage costs associated with sending the original item back to us.

Do I need to pay for return postage for a refund? Yes. The cost of return shipping is the responsibility of the customer. For your peace of mind, we strongly recommend using a tracked service with insurance, as we cannot be held responsible for items lost or damaged in transit.

Can I return sale items? Yes. Items purchased during a sale are eligible for return, provided they are sent back to us within 14 days of receipt.