frequently asked questions
where is öösel designed & made?
all of our items are designed and made in Adelaide, Australia, from Internationally sourced fabrics.
i have just placed an order online, when can I expect it?
we require up to 2 business days to process all orders, it is then sent via australia post parcel post. if you require an order urgently, please let us know prior to placing your order online and we will do our best to get it to you on time.
how long will shipping take?
all australian orders are sent via standard post, which generally takes 2-6 business days. you also have the option to select express shipping if you would like to receive your order urgently.
all international orders are sent via express international australia post, which takes between 2-4 business days to metro areas.
please read through our shipping policy here for more information
where is my order being sent from?
we are based in Melbourne, Victoria
my tracking says my item has been delivered but I have not received it. What should I do?
in most cases, the parcel has been delivered and signed for by another person. please check your reception, concierge, office and neighbours prior to contacting our customer care team for further assistance.
how do I return an Item?
please read through our return policy here to ensure it adheres to our requirements. If yes, kindly contact us to request a return authorisation number.
do you offer lay-by or afterPay?
unfortunately at this stage we do not offer an online lay-by or AfterPay.
can I place an order over the phone?
unfortunately we do not have the facilities to process orders over the phone. however we will happily assist you if you are having trouble placing an order online.
how will I know if my shipment has been sent?
once your order has been dispatched, you will receive shipping confirmation via email with your tracking number. You can track your package online here.
will I be charged duties and taxes on my order?
if you are an International customer you will likely be charged duties and taxes when your order arrives. each country has its own customs laws and the duties for different types of goods and values are set, per local regulations.