Shipping policy

At Osei, we aim to make shipping as simple, discreet and reliable as possible. We understand that privacy matters, so every order is packed carefully and sent in plain packaging without obvious product details on the outside.

Order Processing

Orders are usually processed within 1 to 3 business days after payment is received. During busy periods, promotions, public holidays or product launches, processing times may be slightly longer. If there is a significant delay with your order, we will contact you by email.

Orders placed on weekends or public holidays are processed on the next business day.

Shipping Timeframes

Shipping times vary depending on your location and the delivery service used. Estimated delivery timeframes are provided as a general guide only and are not guaranteed.

Once your parcel has been dispatched, delivery is handled by the shipping carrier. Osei is not responsible for delays caused by postal networks, courier issues, severe weather, incorrect delivery details or other factors outside our control.

Shipping Confirmation and Tracking

Where tracking is available, you will receive a shipping confirmation email with tracking details once your order has been dispatched. It is your responsibility to monitor tracking updates and ensure that delivery information provided at checkout is correct.

Discreet Packaging

We take customer privacy seriously. Orders are shipped in plain, discreet packaging. The outer packaging will not clearly describe the nature of the contents. Product names and branding will be kept as private as reasonably possible on the parcel exterior.

Please note that some shipping documentation may still include sender or business details where required for lawful delivery and fulfilment purposes.

Incorrect Addresses

Customers are responsible for providing an accurate shipping address at checkout. If an incorrect or incomplete address is entered, delivery delays, failed delivery or return-to-sender outcomes may occur.

If an order is returned due to an incorrect address supplied by the customer, additional shipping charges may apply before the order can be resent.

Lost, Stolen or Delayed Parcels

If your parcel appears lost or significantly delayed, please contact us at seb@osei.com.au and we will do our best to assist. However, once an order has been handed to the courier or postal service, delivery issues may need to be investigated directly with the carrier.

Osei is not liable for parcels marked as delivered by the carrier but claimed as missing, unless required by Australian Consumer Law.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible at seb@osei.com.au with your order number, a description of the issue and clear photos of the damage. We will assess the matter and work with you toward an appropriate resolution.

International Shipping

If international shipping is offered, customers are responsible for any customs duties, taxes, import charges or clearance fees that may apply in their country. Osei is not responsible for delays caused by customs processes.