Got a question before you order? Not sure about a size, a delivery date or a return? These are the questions our customers ask us most. If yours isn’t here, drop us a line and we’ll get back to you quickly.
1. How can I contact customer service?
Email us at support@ostavel.com or use the form on our Contact page. We reply within one working day, Monday to Friday. Messages sent at the weekend are answered the following Monday.
2. Where do you deliver?
We deliver to the United Kingdom and to Italy.
3. How much does delivery cost?
Nothing. Delivery is free on every order, with no minimum spend, in both the UK and Italy.
4. How long will my order take to arrive?
Orders placed before 5:00 PM UK time (6:00 PM in Italy), Monday to Friday, start processing the same day. Later orders start on the next working day. Processing takes 1 to 3 working days and transit 5 to 9 working days, so you can expect your order within 6 to 12 working days in total.
You’ll find all the details in our Shipping Policy.
5. Will I have to pay customs fees on an order to Italy?
No. We handle customs for you, and import VAT and any duties are already included in the price you pay at checkout. There’s nothing extra to pay when your parcel arrives.
6. How do I choose the right size?
Every product page lists the actual measurements of the item, whether it’s a dress, a jacket or a pair of boots. Take a couple of minutes to compare them with your own measurements, or with a similar piece you already own, before you order. If it still doesn’t fit, you have 30 days to exchange or return it.
7. Can I exchange an item for a different size or colour?
Yes. You can exchange for a different size, colour or style, as long as it’s in stock. Email support@ostavel.com with your order number and we’ll send you the instructions within one working day.
8. How long do I have to return something, and when will I get my refund?
You have 30 days from delivery to return an item, whether it’s faulty or you’ve simply changed your mind. There’s no restocking fee. Once your return reaches us and we’ve checked it, we refund you within 7 days to your original payment method. Depending on your bank, it can take another 3 to 5 working days to show in your account.
Customers in Italy can also start a return using the “recedi dal contratto qui” button on our website.
See our Refund & Return Policy for the full details.
9. Can I return shoes?
Yes, on the same terms as clothing: within 30 days, unworn outdoors, and in the original box. Trying them on at home on a clean surface to check the size is absolutely fine. Shoes with marked or scuffed soles from outdoor wear can’t be accepted back.
10. Is my payment information safe?
Yes. Our whole site runs on an encrypted (SSL) connection, and payments go through Shopify’s checkout, which meets the PCI-DSS security standard. Your card details are handled by our certified payment partners and are never stored on our side.
11. Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Google Pay and Shop Pay. UK orders are charged in pounds sterling (£) and orders to Italy in euros (€). The price shown at checkout is the final price you pay.
12. My order is late. Where is it?
Most parcels arrive within the estimated time, but delays can sometimes happen in transit because of carrier volumes, weather or public holidays. You can follow your parcel at any time on our Track Your Order page.
If your order still hasn’t arrived by the end of the estimated delivery window, email us at support@ostavel.com and we’ll open an investigation with the carrier straight away.
13. Can I cancel my order?
Yes, free of charge, as long as it hasn’t been dispatched yet. Email us as soon as possible at support@ostavel.com with your order number. If your parcel is already on its way, you can still return it using our normal returns process.
14. Where can I find your full policies?
They’re all here: Terms of Service, Privacy Policy, Shipping Policy, Refund & Return Policy and Legal Notice.
15. Do you have a physical shop?
No, Ostavel is an online-only store. That’s what allows us to keep our prices fair and offer free delivery to the UK and Italy.
Our contact details
Email: support@ostavel.com
Address: 129 Gawthorne St, New Basford, Nottingham NG7 7JU, United Kingdom
Address (Italy): Via Porta Calcinara, 22, 27100 Pavia PV, Italy
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
Weekend messages will be answered the following Monday.