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.

 

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. 
  • There is no refund, exchange and return applicable on basis of personal liking
  • No refund, exchange and return is applicable on personal expectations regarding color, fabric feel, design interpretation, or stitching.

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 Exchange (Pakistan ONLY)

  • Each article includes a detailed size chart
  • Customers are required to review measurements carefully before ordering.
  • For size exchanges, customers must alert customer service representatives as soon as parcel is received. 
  • Clothes can only be exchanged if the tag is attached and all packaging is sent back.
  • The customer must pay to send back the garment and will have to pay for the delivery of the new garment.

Advance Payment 

  • 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.

 

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.