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Terms and Conditions

RETURNS POLICY

We not accept returns unless your item is faulty or there are any defects, if there is, we can accept an exchange within 14 days of receipt of the item. Please note, as each item is made to order, we cannot exchange for alternative colours or sizes. Items must be returned in the same condition as received, if they have been worn or washed, an exchange or refund will not be provided. Please use the size chart provided before placing your order if unsure on size, as refunds can not be provided if you purchase the wrong size. 

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Items must be returned at the expense of the customer before any further action will be taken, postage will then be refunded to the customer if the item is in fact faulty. Please note: each item is thoroughly quality checked before dispatch. ​ 

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Please use the size guides provided to ensure you select the correct size before ordering, we cannot accept returns for incorrect sizing. 

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For any other questions, please drop me an email me at orders@theoscreative.co.uk

DELIVERY INFORMATION

I am very happy to say that I now ship to multiple countries! Please see info below to see shipping costs and timeframes.

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Please note, delivery times do vary, and the timeframe provides an estimated delivery date only. My standard dispatch time to the UK is around 4 weeks, however, this may be longer at times (this will be highlighted on my website). This is more likely during holidays and when I receive more orders than average due to a video going viral. 

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If you need an item by a certain date, I will always try my best to get this done on time for you, however, this may not always be possible. 

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Shipping costs: 

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UK / Channel Islands:

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  • £3.99 - Royal Mail Tracked 48 Shipping 

  • Free Shipping on UK orders over £45.

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As soon as orders are dispatched, I will update your order and you will be provided with a shipping confirmation with Tracking. I do ask for customers to refrain for asking for order updates unless the timeframe has lapsed or in the lead up to Christmas. 

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Europe: 

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  •  Europe: £12.99 - Standard Tracked Shipping

  • Ireland: £12 - Standard Tracked Shipping

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Please allow an additional 5 working days for shipping to Ireland and Europe.

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USA: 

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  •  USA: £18 - Standard Shipping ​

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Please allow an additional 5-7 working days for shipping to the US.

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Customs Fees and Additional Taxes:

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When placing an international order outside of the UK to Europe or the US, we will not be responsible for any extra taxes or customs fees that may be incurred. This is the customers responsibility. If fees are incurred, these will need to be paid as soon as possible to avoid your parcel being returned to us. We will not be able to offer refunds if this is the case, however, I will be happy to resend this to you, but again, the customer will be responsible for payment of additional shipping costs. 

ZERO TOLERANCE POLICY 

We operate a zero tolerance policy here at the OS Creative! This means if we find that a customers' behaviour represents any of the following, we will refuse service immediately: 

1. Rude / Insulting behaviour. This is at our discretion, if any person within our team feels as though they are being mistreated we will refuse service, this is inclusive of passive aggression, aggression or threatening behaviour across all social media platforms and email channels. 
2.  Persistent chasing within delivery windows. Due to large business volumes, we cannot respond to emails chasing orders during delivery timeframes. This is inclusive of commenting and messaging on social media. We love having great relationships with our customers, so this enables us to maintain a consistent level of communication with all customers. 
3. Chargebacks / Paypal Claims or threats. We understand it is frustrating if packages are delayed, or lost in the mailing system, and we always try our best to rectify these as soon as possible. If a customer continues to threaten, or submits an unfair chargeback or PayPal claim, these are always disputed and the customer will receive a life long ban. 

These conditions have been put in place to protect our employees and to ensure our staff know they are protected from negative behaviour. Although this only applies to a very small handful of customers, we will allow customers to appeal the decision of service refusal if they feel there was a mistake. We give our staff full permission to carry out cancellations, and we support their decisions unless a valid appeal is submitted. 

These rules also mean working at Os is a positive experience for all of our staff, meaning they love coming to work, and therefore, provide the best service to our customers. We treat all customers fairly, and start fresh with every interaction. 

If service is refused, we will refund your order immediately minus a 10% processing fee (inclusive of administration fee and website costs). 

 

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