Frequently Asked Questions (FAQ)
What is the delivery time?
Below you will find the average delivery time for all our packages:
If your order is placed before 1:00 PM (GMT+1:00) Central European Time, it will be processed the same day:
- Processing time: 1 to 2 business days (Monday to Friday)
- Shipping time: 8 to 11 business days (Monday to Friday)
At Ostrea Terre, we are committed to sustainability and the environment. Instead of shipping small individual orders daily, we consolidate orders and ship them in bulk once a minimum threshold is reached. This approach reduces our environmental impact, and we thank you for your understanding as we work together for a healthier planet.
What is your return policy?
If you wish to return an order because it does not meet your expectations or for any other reason, you have the right to return it within 30 days of receipt without having to provide a reason.
Once the item is received in good condition, we will refund the full amount of your order, including the initial shipping costs. Please note that the cost of returning the item from your home to our warehouse is your responsibility. These costs vary depending on the product and the carrier; please inquire with your carrier for exact rates.
To initiate a return, contact us at info@ostreaterre.com. We will process your refund within 7 business days of receiving the returned item, provided it is in good condition.
If the product is damaged or shows signs of excessive use beyond what is necessary for inspection, we may deduct the depreciation from your refund. Please handle the product with care and ensure it is well-packaged before returning it.
Can I cancel my order?
We reserve the right to accept or refuse any order at our discretion, even after order confirmation or payment authorization.
Please note that orders already packed or shipped cannot be canceled.
What if I receive the wrong product?
If you receive incorrect, missing, or defective items, contact us within 7 days of receipt. Include your order number, attach photos of the items, and all relevant details. We will resolve the issue as soon as possible.
Is my online order secure?
Yes. When you place an order online, your information is entered on an SSL-secured website and securely transmitted to our payment provider for authorization. We do not store your credit card information on our servers.
How much does shipping cost?
We currently offer free standard shipping to our customers in France.
Where is my package?
Once your package is handed over to our delivery partner, you will receive a tracking notification. If your order is shipped in multiple packages, you will receive a tracking number for each shipment.
Why isn't my tracking number working?
It may take 1 to 2 business days for the carrier to update tracking information. We appreciate your patience and understanding.
Can I exchange an item?
Of course! Contact us at info@ostreaterre.com and we will help you with the exchange. Please note that return shipping costs are your responsibility.
What if I entered an incorrect shipping address?
If you have entered an incorrect shipping address, please contact us immediately at info@ostreaterre.com. We will do our best to update your order before it ships.
Contact
If you have any questions regarding delivery, returns, or any other topic, please feel free to contact us via our contact page or send us an email at info@ostreaterre.com
If you have any other questions, please do not hesitate to contact us.
Company name: Ostrea Terre
Address : Willemsbos 208, 2134EJ Hoofddorp, Netherlands
Chamber of Commerce registration number : 96558164
Email : info@ostreaterre.com
Phone number : +31645783343