Return Policy
Return Policy – Ostrea Terre
As soon as you send your first email to our customer service regarding your return, your request is processed. Due to the high volume of requests, it is not always possible to respond immediately. There is no need to send multiple emails; your request will be handled as quickly as possible. We strive to respond within 24 hours and are happy to help you.
If, for any reason, you are not satisfied with the order you received, please contact us. At Ostrea Terre, we strive to ensure our customers are completely satisfied with the products they purchase from our suppliers. If you experience an issue with delivery or the product, please contact us and our team will assist you as quickly as possible.
You may wish to return an order because the product does not meet your expectations or for another reason. Whatever the reason, you have the right to return your order within 30 days of receipt without providing a reason. The cost of returning the item from your home to our return address is your responsibility.
All items purchased at a discounted or sale price are considered final sale and are not eligible for refunds, returns, or exchanges, except in cases where the item is defective or incorrect.
Easy returns in three steps:
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Request the return form via info@ostreaterre.com
- Indicate your order number, email address, and reason for return. We will process your request as quickly as possible and provide instructions for returning the item.
- Return your order
- Return the items with the duly completed return form to the address provided on the form. Please use a shipping method with tracking. As the sender, you are responsible, and we want to avoid any misunderstandings.
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Receive your refund
- Once the package is received, we will refund the purchase amount within 7 business days.
General return conditions:
Returned items must be unused, undamaged, and in their original packaging. Unfortunately, hygiene products cannot be returned. As soon as we receive and verify the returned item, we will refund the purchase amount within 7 business days via the payment method used for the order.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at info@ostreaterre.com. Please always include your order number. If your return is accepted, we'll send you a return form with instructions on how and where to send your package. Our products are shipped directly by our supplier and must also be returned directly to them.
Items sent back to us without first requesting a return will not be accepted.
If you have any questions about returns, please don't hesitate to contact us by email.
Frequently Asked Questions
What is the return period?
You can return your order within 30 days of receipt.
How long does it take to receive my refund?
The full purchase amount will be refunded via the same payment method used for the original purchase. Once we receive the returned item, we inspect the product to ensure it is in its original condition and can be resold. We process refunds within 7 business days of receiving your returned item, provided it is in good condition.
What is proof of return?
You receive it from the post office when you return your item. Keep it carefully, as it is proof that you have returned the order.
Why can't underwear, masks, hygiene, or beauty products be returned?
Underwear, face masks, and beauty products are considered hygiene items. We take hygiene and public safety very seriously, which is why we do not accept returns of these products. This policy is commonly applied by other sellers of similar products for the same reasons.
My product is damaged/defective. What should I do?
To help you as quickly as possible, please send us a few photos clearly showing the damaged area or defect. The best photos are taken on a flat, well-lit surface so that the problem is clearly visible. We use this information to resolve your issue and prevent it from happening again.
Did you receive the wrong product?
We do our best to process all orders correctly. However, errors can occur, and you may receive the wrong item. We will, of course, correct this error and send you the correct item at no additional cost. If you have questions about receiving incorrect products, please contact our customer service.
Can I return my order without contacting you first?
No, you must contact us before sending a return, as the return address may vary depending on your order's supplier.
Do I have to pay for return shipping?
Yes, return shipping costs are the customer's responsibility. We recommend using a tracked shipping method, as we are not responsible for lost return packages.
How can I contact you?
You can contact us by email at info@ostreaterre.com. We strive to respond within 24 hours and are happy to help you.
Company Name: Ostrea Terre
Address: Willemsbos 208, 2134EJ Hoofddorp, Netherlands
Chamber of Commerce Registration Number: 96558164
Email: info@ostreaterre.com
Phone Number: +31645783343