Shipping policy

Shipping & Returns Policy

Article 1 – General

This Shipping & Returns Policy applies to all orders placed with Osoe Home via www.osoehome.com. By placing an order, the customer agrees to the terms set out below.

If you experience any issues or have questions regarding your order, please contact us at hello@osoehome.nl. We are always happy to help.

Article 2 – Order Processing

We aim to process and ship all orders placed before 23:00 (11:00 PM) Central European Time (CET) on the same business day.

Orders placed after this time, during weekends, or on public holidays will be processed on the next business day.

Article 3 – Shipping & Delivery

Once an order has been shipped, the customer will receive a shipping confirmation email. Where available, tracking information will be provided.

Delivery times may vary depending on the destination and shipping carrier. Any delivery times shown at checkout are estimates and not guaranteed.

Osoe Home is not responsible for delays caused by third-party carriers, customs procedures, weather conditions, or other circumstances beyond our control.

If a shipment is marked as delivered by the carrier, it is considered successfully delivered.

Article 4 – Shipping Costs

Shipping costs are calculated and displayed at checkout unless stated otherwise.

Article 5 – Delivery Issues

Customers are responsible for providing a complete and accurate delivery address. Osoe Home cannot be held responsible for non-delivery or delays caused by incorrect or incomplete address information.

If a package is marked as delivered but the customer has not received it, the customer should first contact the shipping carrier. Osoe Home will provide reasonable assistance where possible.

Article 6 – Right of Withdrawal & Returns

In accordance with EU consumer law, customers have the right to return their order within 14 days of receiving the product, without stating a reason.

Article 7 – Return Conditions

Returned items must:

  • Be unused and undamaged

  • Be returned in their original packaging

  • Be sent back within 14 days after notifying us of the return

We reserve the right to refuse returns that do not meet these conditions.

Article 8 – Return Shipping Costs

Return shipping costs are the responsibility of the customer.

We strongly recommend using a trackable shipping service, as Osoe Home cannot be held responsible for lost or delayed return shipments.

Article 9 – Refunds

Once the returned item has been received and inspected, we will notify the customer of the outcome.

If approved, the refund will be processed to the original payment method within a reasonable timeframe.

Original shipping costs are non-refundable unless the return is due to an error on our part.

Article 10 – Cancellations

Orders can only be cancelled if they have not yet been processed or shipped. Once an order has been shipped, cancellation is no longer possible and the order must be returned in accordance with this policy.

Article 11 – Damaged or Incorrect Items

If a customer receives a damaged or incorrect item, they must contact us within 48 hours of delivery at hello@osoehome.nl, including clear photographs of the issue. We will assess the situation and offer an appropriate solution.

Article 12 – Contact

For any questions, concerns, or issues related to your order, shipping, or returns, please contact us at:

hello@osoehome.nl