OSIAS Return & Refund Policy

SECTION 1 - How to Initiate After-Sale Service?

For returns, refunds, or exchanges, please contact us first at service@osias.com and provide the following information:

• Order number
• Issue description
• Relevant photos (if applicable)
• Your request (Return, exchange, or refund)

⚠ Note: We cannot process returns without prior contact and confirmation. All after-sale matters must be handled through customer service first.

SECTION 2 - Return/Refund/Exchange Time Frame

• We offer a 15-day after-sale service, meaning you can request returns, refunds, or exchanges within 15 days of receiving your order.
• Due to the high return shipping costs for international orders, please contact us first, and we will offer you the best solution based on your situation.
• After 15 days, we unfortunately cannot offer returns or exchanges.
• For any questions or issues, feel free to reach out via email, Instagram, or online chat anytime.

SECTION 3 - Order Cancellation & Address Modification

• You may cancel your order or change the shipping address anytime before the order has been shipped.
• Once the order has shipped, we are unable to cancel or modify the shipping address.

SECTION 4 - Return Policy

How to Request a Return

• Returns must be requested within 15 days of receipt, by contacting us at service@osias.com.
• Due to the high cost of international shipping, we will discuss the best solution for your return based on your case, which may involve partial refunds instead of a full return.

Return Conditions

• The item must be unused, unwashed, and undamaged, with the original packaging intact.
• You may try on the costume, but please keep it clean and complete.
• A receipt or proof of purchase is required for the return.

Returns Will Not Be Accepted Under the Following Conditions

1. Partial returns (e.g., returning only part of the costume) are not eligible for a refund.
2. Items that are worn, used, altered, or damaged cannot be returned.
3. Undergarments, socks, and stockings cannot be returned.
4. Items for one-time wear or indoor use (e.g., shoe covers, boots tops, costume shoes) cannot be returned.
5. Wigs, facial hair, and any other artificial hair accessories cannot be returned.
6. Unauthorized refusal of packages will result in the total order cost being charged as the return shipping fee. If the package is returned to us because you missed the delivery, and you want it resent, you must pay for the additional shipping costs.

SECTION 5 - Refund Policy

• Once we receive and inspect the returned item, we will notify you via email whether your refund has been approved.
• If approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment within a certain number of days.
• Note: For international orders, if we offer a partial refund without a return, it will be clarified and agreed upon through customer service.

Late or Missing Refunds (if applicable)

1. Check your bank account again.
2. Contact your credit card company, as it may take some time before your refund is officially posted.
3. Contact your bank, as there may be some processing time before the refund appears.
4. If you’ve done all of this and still have not received your refund, please contact us at service@osias.com.

SECTION 6 - Exchange Policy

• We only offer exchanges for defective or damaged items.
• If you need to exchange an item for the same product, please contact us at service@osias.com.
• Return shipping and resend shipping fees are the buyer's responsibility.

What if the Size is Unsuitable?

• We accept returns or exchanges within 15 days of receiving the product if the size is unsuitable.
• The return shipping fee will be at the buyer’s expense. Please carefully refer to our size chart before purchasing.
• A full refund will be issued once the returned item is received, with original tags intact and the item in complete condition.

SECTION 7 - Missing or Defective Items?

If part of your order is missing or you received a defective item, please contact us within 15 days of receiving the product and provide the following:

1. Photos of the received items and packaging.
2. We will check our shipping system to confirm if the item was omitted from the original shipment.
3. If the item is confirmed missing, we will either refund or resend the missing item.

SECTION 8 - Return Shipping Costs

• International return shipping costs are expensive, and we encourage you to contact us first for the most effective resolution. In some cases, we may offer partial refunds instead of a full return.
• We cannot process returns without prior approval, so please ensure that you reach out to customer service before proceeding with any return.
• Return shipping costs are non-refundable. If you receive a refund, the return shipping fee will be deducted from your refund.