Frequently asked questions
Find clear answers to common questions about orders, delivery, returns, products and customer support at Osena London.
Orders, delivery, returns and products
Browse the questions below for helpful information about shopping with Osena London. If you need further assistance, our customer support team is available to help.
How do I know my order was received?+
After you place an order, you will receive an order confirmation using the email address provided during checkout. Please review the confirmation carefully to make sure your order and delivery details are correct.
If you do not receive a confirmation, check your spam or junk folder before contacting us at support@osenalondon.com.
Where can I check shipping information?+
We currently ship within the United Kingdom and offer free standard shipping on eligible orders.
Orders are normally processed within 1 to 2 business days, followed by an estimated delivery time of 3 to 7 business days.
For complete information about processing, delivery and tracking, please review our Shipping Policy.
How do I request a return?+
Eligible items may be returned within 30 days of delivery.
To request a return, email us at support@osenalondon.com with your order number and the item you would like to return. We will provide the appropriate return instructions.
Please do not send an item back before receiving return instructions from us.
Items must meet the conditions outlined in our Return and Refund Policy.
What if there is an issue with my order?+
If your order arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as possible at support@osenalondon.com.
Include your order number and, where helpful, photographs showing the issue. We will review the matter and provide an appropriate solution in accordance with our Return and Refund Policy and applicable UK consumer law.
How can I contact customer service?+
You can contact Osena London by email at support@osenalondon.com.
Our customer support hours are:
Monday to Friday: 9:00 to 17:00 UK time
We aim to respond to enquiries within 12 working hours.
For order-related enquiries, please include your order number so we can assist you more efficiently.
Can I change or cancel my order?+
If you need to change or cancel an order, contact us as soon as possible at support@osenalondon.com.
We will try to assist before the order is dispatched, but changes or cancellations cannot be guaranteed once processing has begun. If your order has already been dispatched, you may request a return after receiving it in accordance with our Return and Refund Policy.
How can I track my order?+
Where tracking is available, you will receive tracking information after your order has been dispatched.
Please allow some time for the tracking information to become active. If your order has passed the estimated delivery period and you need assistance, contact us with your order number.
What payment methods do you accept?+
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- UnionPay
- Apple Pay
- Google Pay
- Shop Pay
Available payment options may vary depending on your device or checkout setup. All payments are processed securely through trusted payment providers.
Can I exchange an item for another size?+
If you would like a different size, please contact us at support@osenalondon.com.
Where a direct exchange is available, we will provide instructions. If an exchange cannot be processed directly, you may be asked to return the original item and place a new order for the preferred size.