Shipping Policy

At Osena London, we aim to provide clear and reliable shipping information so you know what to expect when placing an order with us.

Shipping Area

We currently ship orders within the United Kingdom only.

At this time, we do not offer international shipping.

Shipping Cost

We offer free standard shipping on all eligible orders within the United Kingdom.

There are no additional standard shipping charges added to your order.

Order Processing Time

Orders are normally processed within 1 to 2 business days.

Business days are Monday to Friday, excluding UK public holidays.

Orders placed on weekends or public holidays will begin processing on the next business day.

Estimated Delivery Time

After your order has been processed and dispatched, standard delivery generally takes:

3 to 7 business days

The estimated total time from placing your order to delivery is therefore approximately:

4 to 9 business days

Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, including courier delays, severe weather, transport disruption, public holidays, or unusually high delivery volumes.

Order Confirmation

After placing an order, you will receive an order confirmation using the contact information provided during checkout.

Please review your order details carefully and contact us as soon as possible if you notice an error.

Shipping Confirmation and Tracking

Once your order has been dispatched, you may receive a shipping confirmation containing tracking information where tracking is available for your shipment.

Please allow some time for tracking information to become active after your order has been handed to the delivery provider.

Delivery Address

Please ensure that your shipping address is complete and accurate before submitting your order.

Customers are responsible for providing the correct:

• Full name
• House number or building name
• Street address
• Town or city
• Postcode
• Contact details

If you notice an error in your shipping address, please contact us immediately at support@osenalondon.com.

We will try to update the address before dispatch, but we cannot guarantee that changes will be possible once an order has entered processing or has been dispatched.

Incorrect or Incomplete Addresses

If an order cannot be delivered because an incorrect or incomplete address was provided, the parcel may be returned to the sender or held by the delivery provider.

If this occurs, please contact us so we can review the available options with you.

Additional delivery costs resulting from an incorrect address provided by the customer may be the customer's responsibility where permitted by law.

Delivery Attempts

The delivery provider may attempt delivery according to its normal procedures.

If nobody is available to receive the parcel, the courier may:

• Attempt delivery again
• Leave instructions for collection
• Deliver the parcel to an approved safe place or collection point where appropriate
• Return the parcel to the sender if delivery cannot be completed

Please follow any instructions provided by the delivery provider regarding missed deliveries.

Delayed Orders

If your order has not arrived within the estimated delivery period, please check any available tracking information first.

If you still need assistance, contact us at support@osenalondon.com with your order number.

We will review the shipment information and assist you with the next steps.

Lost Packages

If tracking indicates that your parcel may have been lost in transit, please contact us as soon as possible.

We may need to investigate the shipment with the delivery provider before confirming the appropriate resolution.

If a shipment is confirmed as lost while in transit, we will provide an appropriate remedy in accordance with applicable consumer law.

Damaged Packages

If your parcel arrives visibly damaged, please inspect the contents carefully.

If the product itself is damaged, faulty, or incorrect, contact us at support@osenalondon.com as soon as possible.

Please include your order number and, where helpful, photographs showing the condition of the product and packaging.

We will review the issue and provide an appropriate solution in accordance with our Return and Refund Policy and applicable UK consumer law.

Split Shipments

In some cases, items from the same order may be dispatched separately.

If this occurs, you may receive more than one package or tracking notification. You will not be charged additional standard shipping fees because your order is divided into multiple shipments.

Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@osenalondon.com.

We will make reasonable efforts to cancel the order before dispatch, but cancellation 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 and your applicable statutory rights.

Public Holidays and Peak Periods

Processing and delivery may take longer during UK public holidays, seasonal periods, severe weather, courier disruptions, or unusually high order volumes.

Where possible, we will provide relevant information if we become aware of a significant delay affecting your order.

Contact Us

If you have questions about shipping, delivery, or the status of your order, please contact us:

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Business Hours: Monday to Friday, 9:00 to 17:00 UK time

We aim to respond to customer enquiries within 12 working hours.