•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.

All Osen pieces are made on order.

•To confirm and process any order, advance payment is mandatory, for which we require your WhatsApp number.

•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.