FAQ's

About our products

What are the bags made from?

A mix of PU & PVC (outer material), polyester (lining), brass hardware (nickel-free). All our materials are manufactured in Italy.


Who makes them?

The bags are designed and handmade in Europe. The factory is based in the heart of Bucharest, the capital of Romania, chosen to reduce air miles and the CO2 footprint of our products. We have a wonderful team of 15 experienced, inspiring, talented workers who hand-craft each of our products.

 

Payment

You can pay using your Debit or Credit card (Visa, Master, Amex), Paypal and iDEAL. Please reach out to our customer service team at support@osier.studio if you're having problems with your order.

 

Shipping

How much does it cost to ship my package?

That depends on the ship to address 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 3-5 business days. Worldwide shipping can take longer than that.


Returns

You may return your purchase within 30 days. If more than 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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.

Conservenweg 116

2371 DT Roelofarendsveen

The Netherlands


With your parcel you should include a proof of purchase/ order confirmation number.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If there is no 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.

Please only use the return label provided by us for any returns.

 

If you are returning an item, please ensure that it is in a suitable condition:

- Unworn

- Clean (no scratches/marks or damage)

You have 30 days from the day of receipt to return your goods. All relevant information on order cancellation can be found in our terms and conditions.

Once we have checked your returned items, we will immediately initiate the refund process. All refunds use the same method of payment that was chosen for the original payment. The date on which the money will actually be credited to your account/credit card depends on the provider of the payment service.

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

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Discount codes do not apply to this, they are eligible for returns.


Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at support@osier.studio and send your item to: OSIER B.V.,  Conservenweg 116, 2371 DT Roelofarendsveen, The Netherlands.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Love,

OSIER