01
30 days
You have 30 days from delivery to send a piece back. It needs to be unworn and unwashed, with the label still attached.
Sample text for the Ostra template. Have it checked for your own business before you sell.
02
Free EU returns
Returns within the EU are free. Start one from the link in your shipping email, print the label and drop the parcel at any courier point.
From the UK, Switzerland and Norway, return shipping costs €15, taken from the refund.
03
Refunds
We refund to the original payment method within five working days of the parcel reaching Porto. Original shipping is refunded when you return the whole order.
04
Exchanges
We don’t do exchanges. Return the piece and order the other size. Order the new size first if you want to be sure of it.
05
Repairs for life
Every Ostra piece can come back to the workshop for repair for as long as you own it. Seams, buttons and hems are free. Larger work, like a new waistband or a patched duvet cover, is charged at cost and quoted before we start.
Write to hello@ostra.example with a photo and your order number. We send a label.
06
What we can’t take back
Anything worn or slept in. That is the whole list. Sale pieces can come back within the 14-day legal window.