01
Who we are
Ostra is an independent label for pyjamas, bed linen and towels, run by [Company name], registered in [Country]. [Registered address]. VAT number [VAT number]. These terms cover every order placed on this site.
02
Orders
Placing an order is an offer to buy. The contract starts when we email your shipping confirmation, not when you pay.
A size can sell out between your bag and our shelf. If that happens, we cancel the item and refund it in full within five working days.
03
Prices and payment
Prices are in euros and include VAT for delivery inside the EU. Outside the EU, duties and import VAT are paid at checkout, so the courier asks for nothing at the door.
Checkout runs on [Shop platform]. We never see or store your card details.
04
Delivery
We ship from Porto within two working days. Delivery is free over €150; below that, the cost shows at checkout before you pay. Carriers and times are on the Shipping page.
The parcel is ours until it reaches you, so loss or damage on the way is our problem, not yours.
05
Returns and your right to cancel
EU law gives you 14 days from delivery to cancel without giving a reason. We give you 30.
Send the piece back unworn, with its tags on. We refund the price within five working days of receiving it, and the original standard delivery when you return the whole order. Return postage inside the EU is free. Start a return from the link in your shipping email.
06
Faulty items
Everything we sell carries the three-year legal guarantee. If a piece arrives faulty or fails through no fault of yours, email us a photo and your order number. We repair, replace or refund, and pay the postage both ways.
Normal wear, and damage from washing against the care label, are not faults.
07
Liability
We are responsible for loss that is a foreseeable result of us breaking these terms. We are not responsible for loss nobody could foresee, or for business losses. Nothing here limits your rights as a consumer.
08
Law and disputes
Portuguese law applies, and you keep the protection of the law where you live. If we cannot settle a complaint between us, you can take it to the Porto consumer arbitration centre (CICAP), or file it in the electronic complaints book at livroreclamacoes.pt.
09
Changes and contact
We may update these terms. The version that applies is the one on this page when you placed your order. Questions go to hello@ostra.example or the Contact page.