Imaginfires Stow White Freestanding Bioethanol Fireplace

At Osenu, we are committed to providing reliable and transparent shipping services to our customers. Please review the information below regarding our shipping process.

1. Shipping Coverage

We ship to all regions within the United Kingdom. Delivery is available across all areas without exception, subject to standard carrier accessibility.

2. Order Processing Time

All orders are processed within 24–48 hours, excluding weekends and public holidays. Orders placed before 17:00 GMT on a business day are processed the same day; orders placed after 17:00 GMT, or on weekends and public holidays, are processed on the next business day.

During peak periods or promotional events, processing times may be slightly extended.

3. Shipping Costs

We offer free shipping on all orders within the United Kingdom. No minimum purchase is required.

4. Estimated Delivery Times

Estimated delivery times include order processing:

• Processing Time: 1–2 business days 

• Total Delivery Time: 3–5 business days (including processing)

Delivery times are estimates and may vary due to external factors such as carrier delays, customs processing, or unforeseen circumstances.

5. Shipping Method

Orders are shipped from our international fulfillment center.

For final delivery, we work with well-known and reliable local logistics providers to ensure safe and efficient last-mile delivery.

6. Tracking Information

All orders include tracking.

Once your order has been processed and shipped, you will receive an email with your tracking number. Please allow some time for tracking information to become active.

7. Shipping Restrictions

We do not ship to PO Box addresses, military addresses (APO/FPO/DPO), or restricted areas. Certain items may be subject to shipping restrictions based on local regulations or carrier limitations.

8. Order Changes and Cancellations

Orders can be modified or cancelled within 6 hours of placement.

After this period, orders may already be processed and cannot be changed or cancelled.

9. Failed Delivery and Returned Packages

Customers are responsible for providing accurate shipping information and ensuring availability to receive the delivery.

If a delivery fails due to incorrect address details or unsuccessful delivery attempts, the package may be returned to us.

If the customer requests a reshipment, additional shipping fees may apply.

If the customer does not wish to receive a reshipment, a fixed shipping cost of £12 will be deducted from the total refund.

10. Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us at support@osenu.com as soon as possible.

In the event of a lost shipment, we will first offer a free reshipment. If the replacement shipment is also unsuccessful, the customer will be eligible for a full refund.

11. Policy Updates

We reserve the right to update this Shipping Policy at any time to reflect operational, legal, or regulatory changes. The latest version will always be available on this page.

Last updated: 1 November 2026

12. Company Information

Store name: Osenu

Company name: Grandos Marketing Limited

Company Address: 82 Sham Tseng Tsuen, Tsuen Wan, Hong Kong

Warehouse Address: 19 Šarkuvos Street, Kaunas, LT-48156, Lithuania

Company nr.: 78173144

Phone: +447488813348

Email: support@osenu.com

Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.

At Osenu, we aim to provide a clear and transparent return process. Please review the conditions below before initiating a return.

1. Return Period

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

2. Eligibility for Returns

To be eligible for a return, your item must:

• Be in the same condition as received

• Be unworn and unused

• Include all original tags

• Be in the original packaging

• Be accompanied by proof of purchase

We reserve the right to refuse returns that do not meet these conditions.

3. Return Process

To initiate a return, please contact us at support@osenu.com.

If your return request is approved, you will receive a return label along with instructions on how to proceed.

Customers must:

• Complete the return according to the provided instructions

• Ship the item using a tracked shipping method

• Provide a valid Track & Trace code

Returns sent without prior approval will not be accepted.

4. Return Shipping Costs

Customers are responsible for all return shipping costs.

Return shipments must be sent to our international warehouse.

Shipping costs are non-refundable.

5. Refunds

Once your return has been received and inspected, we will notify you of the approval status.

If approved, a full refund of the original order amount will be issued to your original payment method within 10 business days after the return has been received.

Please note that it may take additional time for your bank or payment provider to process the refund.

6. Failed Delivery and Refused Shipments

If an order is returned to us due to failed delivery, refusal, or incorrect address details, a fixed shipping cost of £12 will be deducted from the refund if the customer does not request a reshipment.

7. Damaged or Incorrect Items

Please inspect your order upon arrival.

If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery at support@osenu.com so we can assess the issue and provide a suitable solution.

8. Non-Returnable Items

The following items cannot be returned:

• Underwear and swimwear (for hygiene reasons)

• Gift cards

If you are unsure whether your item is eligible for return, please contact us before initiating the return.

9. Exchanges

We do not offer direct exchanges.

If you wish to receive a different item, please return your original item and place a new order once your return has been approved.

10. Contact Information

Store name: Osenu

Company name: Grandos Marketing Limited

Company Address: 82 Sham Tseng Tsuen, Tsuen Wan, Hong Kong

Warehouse Address: 19 Šarkuvos Street, Kaunas, LT-48156, Lithuania

Company nr.: 78173144

Phone: +447488813348

Email: support@osenu.com

Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.

Imaginfires Stow White Freestanding Bioethanol Fireplace

Store name: Osenu

Company name: Grandos Marketing Limited

Company Address: 82 Sham Tseng Tsuen, Tsuen Wan, Hong Kong

Warehouse Address: 19 Šarkuvos Street, Kaunas, LT-48156, Lithuania

Company nr.: 78173144

Phone: +447488813348

Email: support@osenu.com

Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.

Complete your order through Shopify checkout. The payment options available to you can depend on your device, region and order.

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