FAQ
Frequently Asked Questions (FAQ)
Welcome to our FAQ section! Below, you’ll find answers to the most common questions about ordering, shipping, returns, and more. If you can’t find the information you’re looking for, feel free to reach out to our customer support team.
Orders and Delivery
Q: How long does it take to receive my order?
A: Our average delivery time is 12–15 business days. We work with carefully selected suppliers who ship your items directly to you. This model allows us to reduce overhead costs and offer competitive pricing, while still covering shipping costs on eligible orders.
Q: What if my order hasn’t arrived within the estimated time?
A: While most orders arrive within the estimated time, occasional delays can happen due to unforeseen logistical issues. If your order hasn’t arrived within 3 days after the expected delivery date, please check your order status using the link below:
[Track Your Order]
Still have concerns? Contact us, and we’ll be happy to assist you.
Q: Why didn’t I receive all the items I ordered?
A: To ensure timely delivery, we may ship items from your order separately if they come from different suppliers. Missing items usually arrive within 2–3 business days after the first package. Thank you for your understanding.
Q: Are there shipping costs?
A: Free shipping on all orders to Australia. For other countries, the price will be calculated directly at the checkout
Q: Do you deliver internationally?
A: Yes, we ship worldwide. Delivery times may vary depending on your location. Additional customs or import charges may apply and are the responsibility of the buyer.
Q: Can I change my shipping address after placing an order?
A: If your order hasn’t been processed yet, you can request a shipping address change by contacting our support team as soon as possible. Once the order is shipped, we are unable to make changes.
Exchanges and Returns
Q: What is your return policy?
A: If you’re not satisfied with your purchase, you may return it within 14 days of receipt for a refund or exchange. Items must be in their original condition, with all labels and tags attached, and must not show signs of use.
Q: How do I return or exchange an item?
A: To initiate a return or exchange, please follow these steps:
- Contact us to request a return and receive the return instructions.
- Ensure the item is in its original packaging, with labels and tags intact.
- Ship the item using a service with a Track & Trace code. The sender is responsible for ensuring the package reaches us safely.
Once we receive your return, we will process your refund or exchange within 14 business days.
[Click here to download a return form] <<
Q: Are return shipping costs covered?
A: Return shipping costs are the responsibility of the customer, except in cases where the item was defective or incorrect upon arrival.
Q: What if I receive a damaged or defective item?
A: We’re sorry for the inconvenience! Please contact us within 7 days of receiving the item with photos of the damage or defect. Our team will work with you to resolve the issue promptly.
Tracking Your Order
Q: How do I track my order?
A: To track your order, visit our [Track & Trace] page and enter your email address and order number. This will provide real-time updates on your shipment.
Q: Why is my tracking code not showing any updates?
A: Tracking updates may take 24–48 hours to appear after your order has been shipped. If you don’t see updates after this period, please contact us for assistance.
Payment and Billing
Q: What payment methods do you accept?
A: We accept a variety of payment methods, including:
- Credit/Debit Cards (Visa, Mastercard, American Express)
- PayPal
- Apple pay
Q: Is my payment information secure?
A: Absolutely. All transactions are SSL-encrypted to ensure your payment information remains secure.
Q: Can I request an invoice for my order?
A: Yes, we can provide an invoice upon request. Simply contact our customer support team with your order details. (info@oshoa-melbourne.com)
Products and Availability
Q: How do I choose the correct size for clothing?
A: Each product page includes a detailed size chart to help you choose the right size. If you’re unsure, feel free to contact us for assistance.
Q: Are the product images accurate?
A: We strive to provide high-quality images that represent our products accurately. However, slight variations in color may occur due to lighting or screen settings.
Q: Do you restock out-of-stock items?
A: Popular items are often restocked. If an item you want is out of stock, sign up for restock notifications on the product page, and we’ll let you know when it becomes available.
We hope this FAQ answers your questions! If you need further assistance, don’t hesitate to contact us. We’re here to help.
