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. It is not necessary to send multiple emails; your request will be handled as soon as possible. We strive to respond within 24 hours and are happy to assist 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' total satisfaction with the products they purchase from our suppliers. If you encounter a problem with the delivery or the product, please contact us and our team will assist you as soon as possible.
You may want 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. Return shipping costs from your home to our return address are your responsibility.
Easy returns in three steps:
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Request the return form via info@ostreaterre.com
- Provide your order number, your email address, and the reason for the return. We will process your request as soon as possible and provide you with instructions to return the item.
- Return your order
- Send back the items accompanied by the duly completed return form to the address indicated 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, intact, 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 during the order.
To be eligible for return, your item must be in the same condition as when you received it, meaning unused and in its original packaging. You must also provide the receipt or proof of purchase.
To start a return process, contact us at the address info@ostreaterre.com . Please always provide your order number. If your return is accepted, we will send you a return form with instructions to send back your package. Our products are shipped directly by our supplier and must also be returned directly to them.
Items returned to us without prior contact will not be accepted.
If you have any questions regarding returns, feel free 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 total purchase amount will be refunded via the same payment method used for the initial 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 after 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 serves as proof that you have sent back 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 assist you as quickly as possible, please send us some photos clearly showing the damaged area or defect. The best photos are taken on a flat, well-lit surface so 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, mistakes can happen and you may receive the wrong item. We will of course correct this error and send you the correct item at no extra cost. If you have any 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 return shipping costs?
Yes, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method, as we are not responsible for lost returned 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 assist you.
Company name : Ostrea Terre
Address : Willemsbos 208, 2134EJ Hoofddorp, Netherlands
Registration number at the Chamber of Commerce : 96558164
E-mail : info@ostreaterre.com
Phone number : +31645783343