Frequently Asked Questions
Most of our customers usually have this question. In order for us to provide you with better services and customer support, please check if these questions answer your doubts and if none of them are suitable for you, please contact us.
IS YOUR SITE SAFE? IS IT SAFE TO ORDER?
This site is 100% secure. In fact, one could even say that it is 300% secure. Here is why:
First, the site you are visiting is on an HTTPS server (the little lock on the left side of the URL of this page is there to remind you).
Most sites only secure their “shopping cart” and everything related to checkout. On this site, ALL PAGES are secure and cannot be hacked or targeted by malware.
And finally, concerning the payment, we use Paypal which is the reference in terms of security of transactions on the Internet. We only accept payment via a Paypal account
In summary, browsing and ordering on Ostorus is 100% safe and secure.
You can therefore stroll here or there in this store with complete peace of mind!
HOW CAN I CANCEL MY ORDER?
You can cancel your order during the first 12 hours. After 12 hours, you will have to wait to receive the product and make the return.
WHY DID I RECEIVE A COMMISSION WHEN I CANCELLED MY ORDER?
Many times, the bank or PayPal itself charges a commission for cancelling orders. This is something out of our control. You should talk to your bank.
HOW CAN I CHANGE AN ORDER ALREADY MADE?
You can change your order during the first 12 hours. After 12 hours, it will not be possible to make the change.
DO YOU HAVE BULK DISCOUNTS?
Yes, we do have large discounts for large orders. Please contact us for more information.
WHY DO YOU REFUND A PORTION OF WHAT I PAY?
Most likely, one of the products you selected is not available in the short term. Therefore, we must refund that product.
WHY DID YOU CANCEL MY ORDER AND RETURN THE MONEY?
Your order may have been cancelled for a variety of reasons. Most common reasons are: Because our anti-fraud system detected your purchase as highly suspicious and you did not respond to the data needed to verify your identity. Or because we cannot process the order you requested.
WHY WAS I CHARGED FOR SHIPPING?
There are very specific countries, mainly islands or countries with extensive customs controls where we are obliged to charge for shipping.
WHAT COUNTRIES DO YOU SHIP TO?
We ship worldwide.
HOW LONG DOES IT TAKE TO SHIP?
Since your order has already been processed, it is normal that you will receive it within 7 to 13 days. However, there are some countries or cities where delivery may be faster or slower.
WHERE IS MY ORDER / WHEN DO I GET MY TRACKING NUMBER?
Once your order is processed, you should receive your tracking number within 1-3 days. If after that you still do not have your tracking number, please contact us.
WHY ISN’T MY TRACKING NUMBER UPDATED?
Unfortunately, the tracking number is not updated in real time and may take several days to update its status.
HOW DO I GET MY TRACKING NUMBER?
If after 1-3 days since we confirmed the processing of your order, you have not received your tracking number, please contact us.
WHY DID I ONLY RECEIVE ONE ITEM OF MY TOTAL ORDER?
Because we work with different suppliers, if your order contains items that are not together, you will receive them separately. This also has the advantage of not going through customs in most cases.
MY TRACKING NUMBER DOESN’T WORK, WHAT SHOULD I DO?
If your tracking number does not work, wait 48 hours and check it again. Remember that it is not updated in real time. If it still doesn’t work, please contact us so we can request a new one from the shipping company.
WHERE IS MY ORDER BEING SHIPPED FROM?
Orders are shipped from Asia, Europe and the United States. We have warehouses in these different countries.
IT’S BEEN A LONG TIME AND I HAVEN’T RECEIVED MY ORDER, WHAT SHOULD I DO?
Many times the shipping companies leave the order in the office closest to the customer’s address. We advise you to call the post office with your tracking number as proof and give your name and address to verify that it is there. If your order is not there, please contact us and we will follow up on your case.
WHICH SHIPPING COMPANY OR COURIER WILL DELIVER MY ORDER?
Orders are delivered by local shipping companies. We ship the order from our warehouses located in Europe, Asia and USA by regular mail. When you arrive in your country, you will receive the regular postal service of your country and they are responsible for delivery.
WHY IS MY PACKAGE MARKED AS DELIVERED AND I HAVEN’T RECEIVED IT?
Many times the order is in the nearest post office. Usually the information appears in the status of your tracking number. Please contact the post office and give them the following information: Tracking number, Full name and Address.
DO I HAVE TO PAY CUSTOMS?
In 98% of the cases, you will not have to pay customs, however, it depends on the legislation of each country. Since our shipments are mostly made in units, it is likely that customs will not be charged.
WHY HAVE I BEEN CHARGED TWICE?
If your payment was declined and then accepted, chances are your bank will retain the first charge for a few days. Unfortunately, this is something that is out of our control. We recommend that you contact your bank. If you still have doubts, please contact us and we will check the case.
I HAVE BEEN CHARGED AN INCORRECT AMOUNT
In most cases this is due to the fact that we charge in Euro and the customer has their bank account or credit card in another currency and the bank applies a different exchange rate than the one displayed on our website. Please check with your bank.
I REQUESTED A REFUND AND HAVE NOT RECEIVED IT YET
Refunds can take between 7 and 14 business days to be reflected in the customer’s bank account. This depends mainly on the card issuing bank and the type of card. Credit or debit.
CAN I RECEIVE MY REFUND ON ANOTHER ACCOUNT?
We are not allowed to refund payments using a different method than the one originally used.
Refunds can only be returned to the original payment method used for the purchase. It is not possible to send a refund via another payment method (e.g., another card or bank account).
If a card has been legitimately closed, you can still send a refund. Contact your bank or card issuer to arrange for the recovery of funds.
HOW DO I CHANGE ONE OR MORE ITEMS?
You can request and change during the first 14 days since you receive the item by following our return policy and we will verify the case.
WHAT ITEMS CAN I RETURN?
Our customers have the right to return the product within 14 days. All items must be returned in their original condition, unused, unwashed, with all tags, including the hygienic protection strip and without altering the original package size. Damaged, soiled, altered items will not be accepted for return. Please read our return policy to understand if you can return your item or not. Items that were on SALE promotion or purchased with a coupon code cannot be returned. No refund requests will be accepted after 14 calendar days for any reason.
WHERE DO I SEND MY RETURNS?
Customer Service will contact you with the address to which the product should be returned. The product must be sent via a postal system that allows tracking. A tracking number must be provided to customer support for tracking purposes. Once Customer Support receives the tracking number, we can issue a refund or ship a new product.
DO I HAVE TO PAY FOR THE RETURN?
We will be responsible for shipping costs and refunds for products under the following conditions
Products with manufacturing defects that make it impossible to use (does not include defects in measurement, color, or differences in pattern of designs)
The product received is totally different from the order. (requested product A, received product B)
The size sent is not the same as the size requested. (The customer requests size S and the product received is size M)
The buyer is responsible for the return and exchange if:
The product does not meet the customer’s expectations.
The size chosen does not match the customer’s measurements
The customer simply wants a change to another product or to return it.
In these cases, if the customer requests a refund of the amount paid for the product, we may choose to refund 25% of the value of the product in return for the customer staying with it, thus avoiding custom fees for the same.