Terms of service

These terms cover your use of ostavel.com and any order you place with us, whether you’re shopping in the United Kingdom (in GBP) or in Italy (in EUR). Please read them before you buy. If anything here isn’t clear, email support@ostavel.com and one of our team will explain it.

Who we are

Ostavel is a trading name of Midtux LTD, a company registered in England and Wales under company number 16932731. Our registered office is 20 Wenlock Street, London N1 7GU, United Kingdom. Our trading address is 129 Gawthorne St, New Basford, Nottingham NG7 7JU, United Kingdom, and our address in Italy is Via Porta Calcinara, 22, 27100 Pavia PV, Italy.

On this page, “we”, “us” and “Ostavel” mean Midtux LTD. “You” means the person using the site or placing the order.

Your legal rights come first

If you’re buying as a consumer, the law gives you rights that these terms can’t take away:

• In the UK: the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• In Italy: the Italian Consumer Code (Legislative Decree 206/2005) and the other consumer protection rules that apply where you live.

If anything on this page ever conflicts with those rules, the law applies.

Using the site

• You need to be 18 or over to place an order.
• Please don’t use the site for anything unlawful, try to disrupt or overload it, scrape it, or upload anything harmful.
• Our product photos, descriptions and site design belong to us or the people we license them from. Please don’t copy or reuse them without our written permission.

Products, colours and fit

We photograph and describe every item as carefully as we can. Even so, colours can look slightly different depending on your screen, and fabrics with a natural or textured finish can vary a little from one piece to the next.

Please check the size guide before you order

Sizing is not the same from one brand to another, and UK and Italian sizes don’t always line up, so we don’t rely on the size label alone. Every product page lists the item’s measurements, and our Size Guide page explains how to use them. Clothing is measured laid flat, in centimetres. For shoes, we give the foot length that matches each size.

The easiest way to get it right is to measure a similar piece you already own and like the fit of, then compare it with the chart. If you’re between sizes, the product description usually says which way to go. If it doesn’t, ask us before ordering. A two-minute email is quicker than an exchange.

A difference of 1 to 2 cm from the listed measurements is normal in garment and shoe production and doesn’t make an item faulty. If something doesn’t fit, you can still return or exchange it under our Refund & Return Policy.

Prices and payment

• UK orders are priced and charged in pounds sterling (GBP), including VAT.
• Orders to Italy are priced and charged in euros (EUR), including Italian VAT (IVA).
• Delivery costs, delivery times and any import charges for each country are set out in our Shipping Policy. The total you see at checkout, before you pay, is the full amount you’ll be charged by us.
• We accept major debit and credit cards (including Visa, Mastercard, American Express and Maestro) and digital wallets such as Google Pay and Shop Pay. The options available to you are shown at checkout.
• Payment is taken when you place your order. Card payments are handled by our payment providers over an encrypted connection. We never see or store your full card number.
• Discount codes can’t be exchanged for cash, and only one code can be used per order unless a promotion says otherwise.

How you place an order

Add the items you want to your basket and go to checkout. Before you press the final payment button, you’ll see a summary of your order, the total price and delivery details, and you can go back and correct any mistakes. Our site and these terms are available in English and in Italian.

When your order becomes a contract

After you place an order, we’ll email you to confirm we’ve received it, with a link to these terms. That email isn’t yet our acceptance. The contract between us starts when we email you to say your order has been dispatched.

We may decline an order before dispatch, for example if an item has sold out, if we can’t verify the payment, or if the price was listed in error. If that happens, we’ll tell you and refund everything you paid straight away.

Pricing mistakes

Now and then a product may be listed at the wrong price. If the correct price is higher than the one you paid, we’ll contact you before dispatch. You can then go ahead at the correct price or cancel for a full refund. If the mistake was obvious and could reasonably have been spotted, we don’t have to sell at the wrong price.

Changing or cancelling before dispatch

Need a different size, a new delivery address, or want to cancel altogether? Email us as soon as you can with your order number. If the order hasn’t left us yet, we’ll update it or cancel it and refund you in full. Once it’s been dispatched, you can still cancel by returning it (see below).

Your right to cancel (diritto di recesso)

The law gives you 14 days from the day you receive your goods to cancel for any reason. We give you longer: you can return items within 30 days of delivery, in both the UK and Italy.

Customers in Italy can also cancel online using the “recedi dal contratto qui” button, available on our website for the whole cancellation period. You fill in a short form and confirm with “Conferma recesso”, and we email you a receipt with the date and time straight away.

Our Refund & Return Policy explains how to return something, what condition it needs to be in and how refunds work. That policy forms part of these terms.

Faulty or incorrect items

Everything we sell must be of satisfactory quality, fit for purpose and as described. If an item arrives faulty, damaged or isn’t what you ordered, let us know and we’ll put it right at no cost to you.

• In the UK, the Consumer Rights Act 2015 applies, including your right to reject a faulty item within 30 days for a full refund.
• In Italy, you’re covered by the legal guarantee of conformity (garanzia legale di conformità) for 24 months from delivery under articles 128 and following of the Consumer Code. Please let us know within 2 months of discovering a fault.

The details are in our Refund & Return Policy.

Delivery

We deliver to addresses in the United Kingdom and Italy. Delivery times, costs, tracking, and what happens if a parcel is late or goes missing are all covered in our Shipping Policy. The goods are our responsibility until they’re delivered to you or to someone you’ve nominated. Ownership passes to you once we’ve received full payment.

Our responsibility to you

If we break these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to take reasonable care. We’re not responsible for loss or damage that wasn’t foreseeable. Our products are sold for personal use, so we’re not liable for any loss of profit, business or business opportunity.

We do not exclude or limit our liability where the law doesn’t allow it. That includes death or personal injury caused by our negligence, fraud or wilful misconduct, gross negligence, and breach of your statutory rights in relation to the products.

Events outside our control

If something outside our reasonable control, such as a carrier strike, customs delays or severe weather, holds up your order, we’ll let you know and do what we can to keep the delay short. If the delay drags on, you can cancel and receive a full refund.

Your personal data

We use your personal data as described in our Privacy Policy.

Reviews and feedback

We show genuine customer reviews, positive and negative, and we don’t write, buy or selectively hide them. If you leave a review, please keep it honest and lawful. By submitting one, you allow us to display it on our website and in our marketing, along with your first name.

Complaints

If something has gone wrong, please contact us first. We’ll do our best to sort it out quickly and fairly. If we can’t agree on a solution:

• In the UK, you can get free, independent advice from Citizens Advice (citizensadvice.org.uk) or, in Scotland, Advice Direct Scotland (consumeradvice.scot).
• In Italy, you can contact a consumer association for advice, or bring a claim before the courts where you live.

Which law applies

These terms are governed by the law of England and Wales. If you live in Italy, this doesn’t take away the protection of the mandatory consumer rules of Italian law, and you can bring proceedings in the Italian courts where you live. If you live elsewhere in the UK, you can bring proceedings in the courts of England and Wales or, in Scotland or Northern Ireland, in your local courts.

Changes to these terms

We may update these terms from time to time. The version shown on this page when you place your order is the one that applies to that order.

Contact

Email: support@ostavel.com
Registered Office: 20 Wenlock Street, London N1 7GU, United Kingdom
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.