FAQ's
About our products
What are the bags made from?
The bags of our first collection are created from a mix of PU & PVC (outer material), polyester (lining), brass hardware (nickel-free). All our materials are manufactured in Italy.
As we strive to evolve towards a more sustainable manufacturing process with each collection, we created our second collection using apple leather: a material created from 27% Polyester, 27% PU, 24% Apple Waste, 22% Cotton. The lining of these bags is made from 88% recycled plastic bottles (PET) and 12% PU.
Who makes them?
The bags are designed and handmade in Europe. Our atelier is based in Italy; chosen to reduce air miles and to minimise the CO2 footprint of our products. We have a wonderful team of experienced, inspiring and talented craftsmen and -women who hand-make every single one of our products.
About the logistics
Payment
We accept debit and credit cards (Visa, Master, Amex), Paypal, Apple Pay, Google Pay, Bancontact and iDEAL. Please reach out to our customer service team at support@osier.studio if you're having any problems with your order. We’re always here to help :)
Shipping
How much does it cost to ship my package?
Shipping cost varies depending on where you are located and package size. You will be shown the shipping rate at check out.
Which countries do you ship to?
We ship worldwide. Please note that OSIER is not responsible for any custom duties and taxes.
How long does shipping take?
That depends on the region we ship your order to. Within Europe, it usually takes 5 - 8 business days. Worldwide shipping can take longer than that. You will receive the tracking information via email.
Returns
For a return label, please send an email to our Customer Service team at return@osier.studio (subject line: Request for return label, order no.). We will be happy to email the return label to you.
What are the return conditions?
- You may return your purchase within 30 days. After 30 days the order is final.
- To be eligible for a return, your item must be unused and in the original packaging.
- Return shipping costs are paid by the customer. Shipping costs are non-refundable.
Once your package is received, we will send you an email to notify you whether your refund is approved. If yes, your refund will be processed and the credit will automatically be restored to your credit card or original method of payment. The date on which the money will actually be credited to your account/credit card depends on the provider of the payment service.
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@osier.studio.
To return a product, please send to:
OSIER B.V.
Alkemadelaan 4
2371 EX Roelofarendsveen
The Netherlands
Please include a proof of purchase/order confirmation number with your parcel.
If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We are not liable for lost parcels.
Products bought in stores can only be exchanged/returned at that location.
Undeliverable shipments
If a parcel cannot be successfully delivered, it will automatically be returned to us.
Sale items
Unfortunately, sale items cannot be refunded. Products that are (partly) purchased with a discount code are eligible for returns.
Exchanges
We only replace items if they are defective or damaged. Send us an email at support@osier.studio and send your item to: OSIER B.V., Alkemadelaan 4, 2371 EX Roelofarendsveen, The Netherlands
Love,
OSIER