Refund policy

Returns & Refunds

We want you to love what you order from Ostavel. If something isn't right, you can send it back. This policy sits alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 — nothing here takes those rights away.

Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You then have a further 14 days from telling us to send the items back.

To cancel, email support@ostavel.com with your order number and the items you wish to return. You can use the model cancellation form in the Consumer Contracts Regulations, but you don't have to — a clear email is enough.

Condition of returned items

• Items must be unworn and unwashed, with all original tags still attached.
• Footwear should be tried on indoors, on a carpeted surface, and returned in its original box.
• Please include the packing slip or your order number inside the parcel.

If an item comes back showing more handling than you would reasonably have had in a shop, we may reduce your refund to reflect the loss in value.

Items we cannot accept back

For hygiene reasons, pierced jewellery and swimwear where the hygiene seal has been removed cannot be returned unless they are faulty. Anything made or personalised to your specification is also excluded.

Return postage

Unless the item is faulty, incorrect or damaged, you pay the cost of returning it. We do not provide free return labels. We recommend a tracked service, as we cannot refund a parcel that does not reach us. Our returns address is issued by email once you tell us you are returning — please don't send anything back before you've contacted us.

If the item is faulty, not as described, or we sent you the wrong thing, we cover the return postage in full.

Refunds

Once your return arrives and has been checked, we refund to your original payment method within 14 days. Most card refunds appear within 3–5 working days of us processing them, though your bank sets the final timing.

We refund the price of the goods plus the standard outbound delivery charge you paid. If you chose a faster delivery option, we refund up to the cost of our standard service. Where only part of an order is returned, delivery charges are not refunded.

Faulty or damaged goods

Email support@ostavel.com within 30 days of delivery with your order number and photographs of the fault. We'll arrange a replacement or a full refund, including postage both ways.

Exchanges

We don't operate a direct exchange. If you need a different size or colour, return the original for a refund and place a new order — that way you don't wait for stock to be held.

Contact

Ostavel is a trading name of MIDTUX LTD (company number 16932731), 20 Wenlock Road, London N1 7GU, United Kingdom.
Email: support@ostavel.com — we reply within one working day.