Exchange & Return Policy

Osen Exchange, Return & Payment Policy

At Osen, every piece is made to order — designed with intention, crafted with care, and thoroughly inspected before dispatch. Due to the bespoke nature of our garments and jewelry, we follow a strict but fair policy to ensure transparency and quality assurance.

 

Eastern Wear 

Our Eastern wear pieces are handcrafted with intricate detailing and delicate finishes.

  • No returns are accepted under any circumstances.
  • Exchange is only possible if the article is found to be defective — such as:
  • stitching coming undone,
  • a visible hole or rip in the fabric, or
  • embroidery unraveling.
  • Defects must be reported immediately upon receiving the parcel, and the item must be dispatched for exchange within 36 hours of delivery.
  • The tracking ID and courier receipt must be shared with us on Instagram or WhatsApp within the same 36-hour window.
  • Exchange will be made for the same article only. Customer covers the return shipping, while Osen covers the redelivery. 

 

Western Wear 

  • No returns are accepted.
  • Exchange is only allowed if the received item is defective (as defined above).
  • Defects must be reported immediately upon receiving the parcel, and the item must be dispatched for exchange within 36 hours.
  • The tracking ID and courier receipt must be shared with us on Instagram or WhatsApp within that time.
  • Exchange will be processed for the same article only.
  • Customer covers return shipping; Osen covers redelivery. 

 

Jewelry 

  • For hygiene and product safety reasons, no returns or exchanges are accepted on jewelry.
  • Please inspect your item upon delivery and contact us immediately if it arrives damaged or incorrect. 

 

Size & Fit

  • Each article includes a detailed size chart, and size concerns cannot be catered to after purchase.
  • Customers are required to review measurements carefully before ordering.
  • Custom size options are available for most designs to ensure the best possible fit. 

 

Advance Payment 

  • All Osen pieces are made on order.
  • To confirm and process any order, advance payment is mandatory.
  • Orders will not be processed or catered to without advance payment, as mentioned in your WhatsApp order confirmation.
  • This policy exists because:
  • Each garment is crafted specifically for the customer, and
  • In the past, customers have refused full cash-on-delivery parcels, resulting in unnecessary loss.

Advance payments ensure that your order is reserved, stitched, and delivered smoothly and on time. 

 

Notes 

  • Items sent back without prior approval or after 36 hours will not be eligible for exchange.
  • All products must be returned unused, with tags and original packaging intact.
  •  Minor color or texture variations due to lighting or screen display are not considered defects.
  • Osen reserves the right to decline any exchange request that does not meet the above conditions.