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Refund policy



Changed your mind? No problem. We have a hassle - free 30 days returns, exchange and refund policy.


We hope you love what you buy from us but understand if for any reason you wish to return something, you may do so, simply return the item(s) in unused and in perfect condition, complete with original packaging and we will issue you full immediate refund. 

Returns:


  • If you wish to return or cancel your order, you must notify us within 14 days.
  • You have 30 days from receipt of your order to return an unwanted item to us for a full refund for full price items and sale items purchased online must be returned within 14 days.
  • Returned items must be in their original packaging (including labels, and unassembled) and in adherence with our return policy. 
  • You will be responsible for the costs associated with returning the item (s) back to us. 
  • The item (s) in the parcel must be insured, shipped back to us on a secure recorded delivery and the tracking details must be shared with us as soon as the parcel is sent to us. 
  • If the item (s) are lost or damaged in transit, we may charge you the value for loss or damage, or deduct this amount from your refund. You are responsible for safe return of item (s) back to us. 
  • After receiving your return, we'll inspect it and if everything is in order, issue a refund.
  • We do accept returns in person under certain circumstances. In person returns must be pre-arranged with our logistics team by contacting us. 
Exchange
  • If you want to exchange the item (s) you have bought from us, send it back to us and once we receive the parcel, we will send the new item to you.
  • In some cases, you may need to pay the price difference if the new item (s) is more expensive. 

Refunds
  • Refund will be made to the original method of payment.
  • Refund may take around 5-10 working days for it to appear on your account depending on your method of payment.
  •  In most cases we will inform you confirming we have processed a refund.
  • Should we need to obtain card details in order to process your refund, we will get in touch with you. 
  • We cannot issue refunds to expired credit or debit cards.
  • Please keep your postage tracking number safe. 
  • We reserve the right to refuse a refund on items deemed damaged or not to be resalable. This does not affect your statutory rights in connection with faulty items.

The policy above complies with the Consumer Contracts Regulations 2013. For full details of your rights under the Regulations, please contact your local Citizens Advice Bureau or a Solicitor.

Frequently Asked Questions

To answer some of the most common questions we get from our customers, we have put together this frequently asked questions section to save you time. If we have not covered your question or you would like more information, please don’t hesitate to contact us. 

  • How can I contact you?

You can contact our Customer Service team by emailing us: info@oseela.com

Delivery:
  • Can I collect my order? 

Yes but you must arrange a collection appointment, Please contact us if you want to come and collect your order from us. 

  • What happens if I order multiple items?
If you have placed your orders within a reasonably close timeframe, all your items will be shipped together once everything is ready to go. Otherwise, they will be shipped separately. 
  • Can I have my items delivered to an alternate address?
Yes, to arrange for your items to be delivered to an alternate address, please contact us. 

  • Can I have my order delivered to a store or a pickup point?
Yes, to arrange for your items to be delivered to a store or a pickup point, please contact us.
  • Do I have to be there to sign for delivery?

Yes, in some cases the driver will ask you to sign for the delivery and take an image of the item to confirm your delivery or collection has been successful.

  • What if I am not at home on the delivery date or if I miss it?

If you will not be home for delivery and are unable to change the date of your delivery, the driver or the courier will return your order to the warehouse and you need to get in touch to reschedule the delivery.

  • My delivery time slot has passed and I've not received anything yet. What should I do?

We will give you a rough estimation of time and day for delivery, but if the order has not arrived or it is significantly delayed, please inform us immediately.

  • How can I track my order?

We will send you the tracking details when your parcel is dispatched. Plus you may receive emails or messages throughout the journey, which will include all of your delivery information.

Returns: 

  • Is there a charge on exchanging items?

No. There is no charge on exchanging item (s) except the return postage charge.

  • Do I need to pay for postage to return items for refund?

 Yes. You will be responsible for return postage plus insurance in case of loss.

  • Can I return sale items?

Yes. You must do so within 14 days. 

WHAT OUR CUSTOMERS SAY

Trusted by thousands of happy customers

S
Sarah Johnson
03 March 2026

Absolutely love my lapis lazuli jewellery box! The quality exceeded my expectations and delivery was super fast. Highly recommend to anyone looking for great value for this rare gemstone.

J
Juanita Chen
22 February 2026

So beautiful and well made. Better in person. Will definitely buy more. Outstanding customer service. Worth every penny!

A
Amber Williams
10 February 2026

Absolutely beautiful cushion. Just what I was looking for. Exactly as pictured. Arrived very quickly and well packaged too. Very happy, thank you!

J
Joanne Anderson
8 January 2026

Gorgeous Lapis Lazuli Heart pendant, nice large size too. Will be recommending to friends.

O
Olivia Martinez
15 December 2025

Best purchase I've made this year! The quality is exceptional and it's clear that a lot of care went into making these cushion covers.

D
David Thompson
2 December 2025

Fantastic experience from start to finish. The product arrived quickly and was exactly what I needed. Five stars all the way!

OSEELA OF LONDON

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