If you are not completely satisfied with your product, you just need to notify us of your wish to return your order. Email us at osocleansed@hotmail.com with your name and address so we can process the return. Simply return the unused product(s) in its original packaging within 14 days of receipt for a refund. At this current time we don’t offer exchanges.
Please note, the cost of return delivery/shipping will not be refunded. Unfortunately we are unable to provide free returns at this time. The return postage is at the buyers expense if purchased through the website.
What if there is something wrong with my order?
We want all our customers to receive high quality products, however If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service team by email ( osocleansed@hotmail.com). Please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
Refund
All products must be returned in their original packaging. When we receive the product, we will refund the value of the purchased product, but not the original shipping cost.
It can take up to 7 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 14 working days of the date you have returned the goods back to us.
We recommend you use Evri standard (under 1kg) or Royal Mail 2nd Class parcel if you are in the UK. It will cost no more than £2.99 approximately. There is no need to pay extra for a “signed for” service. You can however ask for a “PROOF OF POSTAGE”. The goods are your responsibility until they reach us. Please ensure you pack the return safely to prevent any damage to the products and packaging.
Can I change my order?
It is possible to cancel/change your order if it has not been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The cost of delivery/shipping will not be refunded. It is not possible to change or cancel your order once it has been dispatched. This also includes changing the colour of a product, removing an item, changing the delivery address or payment method.
Shipping
We always aim to dispatch your order within 24 hours.
The normal delivery time once your order has left us is 3-4 working days.
If nobody is at the address to sign for recorded delivery items or the item is too large to fit through the letterbox, a note will be left. When you find the note in your mailbox, contact them to arrange another delivery address, time or tell them the package can be left in your back yard, next door etc.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
All shipping charges are calculated and applied by the courier service. We have no control over these charges to waive or reduce them.
If you are still waiting on your parcel and it has been over 7 days since dispatch, please let us know so that we can get in touch with the courier and look into it.