Refund policy

Last updated: September 30, 2026

We want you to love every piece you receive from Osso. If something isn't right, our returns are hassle-free: you have 30 days from the date your order is delivered to request a return or an exchange.

Eligibility

  • Items must be unworn, unwashed, unaltered and in their original condition, with all original tags attached and in their original packaging.
  • Items must be accompanied by proof of purchase (your order number or receipt).
  • For hygiene reasons, underwear, bras, swimwear bottoms and earrings can only be returned if unworn, with the hygienic liner and tags intact.
  • Gift cards and items marked "Final Sale" at the time of purchase cannot be returned.

How to start a return

  1. Email us at support@ossoshop.shop with your order number and the item(s) you would like to return or exchange.
  2. Our team will reply within one business day with your return authorization and instructions for sending your item(s) back.
  3. Pack the item(s) securely and send them to the address provided. Items sent back without first requesting a return cannot be accepted.

Return shipping costs

Return shipping costs are the customer's responsibility. You may use the carrier of your choice; we recommend a trackable service, as we cannot be responsible for returns lost in transit. The original shipping on your order was free, so nothing is deducted from your refund for it. If an item arrives damaged, defective or incorrect, we cover the return shipping (see below).

Exchanges

We gladly accept exchanges for a different size or color of the same item within the same 30-day window, subject to availability. Request an exchange when you contact us; once your return arrives, we'll ship the replacement to you free of charge. The cost of sending the original item back is the customer's responsibility. If your requested size or color is unavailable, we will issue a refund instead.

Damaged, defective or incorrect items

Please inspect your order on arrival. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo of the item so we can make it right at no cost to you.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Please allow additional time for your bank or card issuer to post the refund. Because shipping on Osso is always free, there are no original shipping charges to refund; return shipping costs you paid are not refundable.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@ossoshop.shop.

Holiday returns

For the holiday season, orders placed between November 1, 2026 and December 31, 2026 may be returned or exchanged through January 31, 2027, under the same conditions described above.

Contact

Osso
136 Brandy Mill Dr, Etna, OH 43062, United States
Phone: +1 (289) 954-1008
Email: support@ossoshop.shop
Support hours: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (excluding U.S. federal holidays)