FAQs

OSALIFE ships to the countries and regions listed at checkout. Select your destination there to see the option that applies. Shipping charges depend on the destination.

Free Shipping has no minimum order, except Iceland, Norway, Cyprus, Lebanon, Puerto Rico, Alaska and Hawaii. Those destinations use Fast Shipping.

Delivery time is preparation time plus shipping time. The times below are estimates and depend mainly on shipping. They can change with flight schedules, and other remote destinations can take longer.

Preparation time is 1–2 weeks. A street number is required. If the address is incomplete, customer service will contact you, and shipment may be delayed.

• Free Shipping, most normal-size and normal-weight products: DPD, about 2 weeks, outside the Fast Shipping destinations.
• Free Shipping, specified small products: Expedited Express for Small Pieces, 1–2 weeks.
• Free Shipping, large but light products: EMS, 2–4 weeks.
• Fast Shipping to the seven destinations above: UPS, DHL Express or FedEx, EUR 100 per item, including each additional item. The total is shown at checkout. Transit is about 5–7 days after dispatch; preparation time is additional.

As a general guide, an order is usually delivered within two months, depending on the address and product. If it is not, email [email protected]. For faster shipping, use the same address.

After the order ships, OSALIFE emails a tracking number and a query website. You can also enter the number at 17track, or email [email protected] for the latest update.

A tariff may apply when the longest side of a parcel is more than 60 cm. That possibility is generally around 5%. If there is a tariff, OSALIFE is responsible for 20% of that amount. In most cases, customs duties are USD 0–20 per piece. Email [email protected] if you are unsure.

If goods are not delivered on time, OSALIFE provides compensation of 10% of the order price of the delayed goods and will try to get them there on time.

Stock shown on the site comes from OSALIFE or the manufacturer and can change quickly. An “in stock” label does not guarantee the item is still available when the order is placed.

Within 24 hours, you can change order information such as color, dimensions, shipping address or telephone number. A shipped order cannot be modified.

You can cancel free of charge within 24 hours. A shipped order cannot be canceled. If you still insist on canceling a shipped order, you will be charged 30%–50% of the order amount for storage, preparation and shipping. This fee is deducted from the refund.

OSALIFE does not accept cancellation, return or exchange of three or more of the same product. If you need a large quantity, order one first. Customized products made to a customer’s request cannot be returned.

Within 14 days of receipt, you may request a refund. Return shipping is excluded. The item must be unused, in its original packaging, and with all accessories. Damaged, soiled or used items cannot be returned, and a non-compliant return will not be accepted.

Returns also do not apply to customized products, any accessories, or three or more of the same product.

You pay the return shipping. Its amount varies by carrier. Shipping fees already paid are not refunded. After an expedited-shipping order has shipped, that expedited charge is not refunded.

A restocking fee of up to 100% of the item price may apply, based on timing and condition:

• Change of mind, original condition, within the return period: 20%.
• Change of mind, but the item received back is damaged or different, within the return period: up to 50%.
• Original condition after the return period: up to 80%.
• Damaged or non-conforming after the return period: up to 100%.

Typical reasons are a change of mind, finding a lower price, buying by mistake, or no longer needing the item.

Email [email protected] first, with the reason and a description of the item. Do not send the item before approval. OSALIFE replies within 24 hours, or 24–48 hours on weekends and holidays. Check spam if the reply is missing.

After approval, OSALIFE emails the nearest return address. Returns sent without that notice are not OSALIFE’s responsibility. After you ship, email the tracking number, tracking URL and photos of the item in its box.

After the return arrives, OSALIFE checks it against the policy within 48 hours. A compliant return is refunded to the original payment account. PayPal usually takes 1–2 days and a credit card 3–5 days, within up to 5 working days after the refund is issued. Exchange rates can make the amount received differ from the original payment. A non-compliant return can be refused.

Opening a payment dispute does not speed this up. Contact support first.

Cracked materials, broken components, or visible damage that affects use or appearance are treated as defective. OSALIFE replaces that item at no extra cost. If you prefer a return instead of a replacement, it is handled as a standard return. In that case, a restocking fee of up to 35% may apply, and outbound shipping may be deducted.

If the item is not the one ordered, check the order details first and report it within one week of receipt. OSALIFE will send the correct product within up to 8 weeks after that email and will pay the shipping to return the incorrect item and send the correct one. If you insist on a refund instead of an exchange, it is treated as a normal return and up to 35% may be charged for storage, preparation and shipping.

Colors can look slightly different because of screen settings. Dimensions can vary slightly because of manual measurement. Both are for reference; the actual product applies.

A shipped order cannot be stopped. If you refuse delivery, you will be charged 30%–50% of the order amount for storage, preparation and shipping. This fee is deducted from the refund. For force majeure, including damage or defects, email [email protected] immediately.

Pack a return so it is protected. If the returned item is damaged, OSALIFE cannot refund it. File a claim with the carrier and tell OSALIFE how to handle the item. A damaged return is kept for 30 days.

For a manufacturer defect, OSALIFE may repair or fix the damaged part. If it cannot be repaired, OSALIFE provides a replacement at no additional charge.

Some items have a one-year warranty from the purchase date. Email [email protected] to check a specific item. The policy does not list every covered product.

A manufacturer may update a product before the site photos change. If you receive the updated version and wanted the earlier one, OSALIFE will refund you or send the other item.

When available at checkout, OSALIFE offers PayPal, credit and debit cards, Google Pay and Apple Pay. Card payments are processed through PayPal. Availability depends on country or region, currency, device, browser and provider eligibility. Checkout shows the options for that order.

Enter card details only in the secure checkout form. Do not email card numbers or other card details.

The full order amount is calculated at checkout. There is no extra product charge beyond that checkout total, and OSALIFE does not charge a different price from the price shown there. A credit card is billed at checkout. Applicable sales tax is added according to local law. OSALIFE may cancel an order if there is an error or omission, such as an incorrect price, instead of shipping it.

Only one coupon code is accepted. A promotion that includes a free gift or free product provides one per customer.

OSALIFE does not sell customer personal information, and does not use customer information or images for advertising without consent.

You can ask to access, correct, update or delete personal information by emailing [email protected]. Order information is kept for OSALIFE’s records unless and until you ask for it to be deleted.

Order, product, shipping and return questions: [email protected]. Include the product link or order number. Privacy questions and complaints use the same address.

Copyright or trademark complaints only: [email protected]. That address is not for other customer support.