Frequently Asked Questions
How long does delivery take?
6–12 working days to any UK address. That's the whole journey: 1–3 working days for us to pick and dispatch, and the rest with the carrier. Delivery costs £3.95, or nothing on orders of £49 and over.
Do you deliver outside the UK?
Not at the moment. We sell to the United Kingdom only, including Northern Ireland, the Scottish Highlands and the Isles.
Is the price I see the price I pay?
Yes. The figure on the product page is the total for the goods. Delivery is added at checkout and shown before you pay, and nothing further is charged when your parcel arrives — no customs charge, no handling fee.
How do I know what size to order?
Each product page lists the measurements of that specific garment, taken flat, in centimetres. Compare those against something you already own and like the fit of. There's also a general size guide. If you're between sizes, go up.
Can I return something?
Yes. You have 14 days from delivery to tell us you want to return, and another 14 days to send it back. Items need to be unworn, unwashed and tagged. You pay the return postage unless the item is faulty or we sent the wrong thing. Full detail is on our returns page.
How long does a refund take?
We refund within 14 days of the parcel reaching us — usually much sooner. Once processed, most cards show the money in 3–5 working days.
Can I exchange for a different size?
We don't run direct exchanges. Return the original for a refund and place a new order — it's faster than waiting for stock to be held.
Where is my order?
You'll get a tracking number by email when your parcel is dispatched. Tracking can take a day or two to show its first scan. If you're past 12 working days with nothing, email us and we'll chase it or refund you.
Can I change my delivery address?
If the order hasn't been dispatched, usually yes. Email support@ostavel.com straight away with the order number.
Do you have a shop I can visit?
No — we're online only. The address in our footer is our registered office, not a shop, and not a returns address.
Why don't your products have reviews?
Because we won't write fake ones. Reviews will appear as real customers leave them.
Is my payment secure?
Yes. The whole site runs over HTTPS and payments are handled by Shopify's PCI-compliant checkout. We never see your full card number.
How do I contact you?
Email support@ostavel.com. We reply within one working day, Monday to Friday.