Shipping & Returns Policy

Returns & Exchanges
If you would like to initiate a return or exchange, please email us at
studio@ossaturalondon.com within 14 days of receiving your order.


To be eligible for a return, all items must:
• Be returned new, unused, and with all original tags attached.
• Include the original packaging your order was delivered in.
• Have the security ribbon intact—we are unable to accept any returns where this has been removed.
• Be accompanied by an authorised return label provided by the Ossatura team.


Once your return is authorised, our team will provide instructions and an approved DHL return label.


Please note: Any applicable customs duties or taxes are the responsibility of the customer.


Returns that do not meet our policy will be rejected and returned to the sender.


We do not accept returns on Personalised, Bespoke, or Altered items due to the nature of these products.

Faulty Goods

We define faulty goods as items that are not of satisfactory quality, unfit for purpose, or not as described.

Faulty items must be reported and returned within 14 days of receipt for a refund.
Please note that items damaged due to wear and tear, accident, or misuse will not be classified as faulty.

If your item is confirmed to be faulty, we will provide a refund upon its return. Return shipping costs for faulty goods may be reimbursed at our discretion.

Shipping Terms & Conditions

Ossatura London ships internationally, with all orders fully tracked. Tracking details will be sent to you by email or made available in your Ossatura London account.

  • Our products are made to order, with a 4–6 week production lead time, excluding bridal, custom and bespoke orders.
  • Once ready, orders are dispatched within 1–2 business days via DHL.
  • A signature is required upon delivery. Once a package is handed over to DHL, Ossatura London is no longer liable for lost or misplaced shipments.
  • Customs duties and import taxes are the responsibility of the customer and will not be reimbursed under any circumstance.
  • Tracking and delivery dates are estimates only and are based on assuming regular business operations. Although we will try our best to accommodate our customers and help in any situation, once orders are sent out, 
  • We are not responsible for delays caused by further complications with the delivery carrier, incorrect/undeliverable shipping addresses, or other factors outside our control.