SHIPPING & DELIVERY
What are the shipping costs?

We offer free shipping throughout the United Kingdom. Any import duties or customs fees imposed by local authorities are the customer’s responsibility. In most cases, these fees do not apply.
What is the delivery time for my order?

The estimated delivery times are as follows:

  • Processing Time: 1–2 business days 
  • Transit Time: 5–10 business days 

Total Delivery Time: 6–12 business days

Delivery times are estimates and may vary due to external factors such as carrier delays, customs processing, or unforeseen circumstances.
Can I track my order?

Yes, as soon as your order has been shipped, you will receive an email with a tracking number.

Clicking this link will take you to the Track & Trace page.
Can I change or cancel my order?

Yes, you can cancel your order up to 6 hours after placing it.

What if my item arrives defective or incorrect?

Please check your order upon arrival. If anything is wrong, contact us at support@osenu.com within 48 hours of delivery so we can resolve it quickly.

EXCHANGES & RETURNS
How do I return an item?

You can submit a return request within 30 days of receiving your order. The item must:

  • be unworn and unused
  • have the original labels attached
  • be in the original packaging

To start a return, please contact us first at support@osenu.com. Once approved, you will receive a return label and instructions.

For hygiene reasons, underwear and swimwear cannot be returned. Sale items can be returned. Read our full return policy via this link.
Who pays for the return shipping costs?

The cost of return shipping is the customer’s responsibility and will not be reimbursed.

Different terms apply in the case of a defective or incorrectly delivered item.
What if my item is defective or was delivered incorrectly?

Please check your order immediately upon receipt. If you have received a defective, damaged or incorrect item, please contact us within 48 hours at support@osenu.com and include clear photos.

In this case:

  • you do not need to return the item
  • you may keep the item
  • we will resend the correct item free of charge

If an error or defect occurs twice within the same order, the full order amount will be refunded.
Can I exchange my item for a different color or size?


Of course, we understand that it can sometimes be difficult to choose the right size or color. If you would like to exchange an item, please send us an email at support@osenu.com with a brief explanation.

Our team will ensure that this is handled as smoothly and carefully as possible. We will work with you to find the best solution, whether that is a different size, a different color, or an alternative item.

So don't worry; these things happen, and we are here to resolve it quickly and professionally.
When will I receive my refund?

Once we have received and inspected your return, you will receive a confirmation email.

Approved refunds will be processed within 10 business days of receiving the return via the original payment method. Shipping costs are non-refundable.

GENERAL QUESTIONS
What payment methods are accepted?

We accept the following payment methods: Visa, Mastercard, Shop Pay, Apple Pay, Google Pay
My discount code isn't working. What should I do?

Please check whether the code is still valid and applies to the product. If it still doesn't work, please contact us.
How can I contact customer service?

You can contact us at support@osenu.com or via the contact form on our website.

Or call us at +44 7488 813348