paypal-topbar-blue FREE WORLDWIDE SHIPPING ON ALL ORDERS

FAQ

Your Order

  • I’m new, how do I order?

At OSHIYA we go to great lengths to ensure your shopping experience is as easy and secure as possible.

Firstly you should register an account with us. This process is very simple and will ensure you can quickly and safely make orders.

Once you have created your account you can browse the site. Select your product and size, and add the item to your cart.

Once you have finished shopping simply go to the check out, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment. Your order would be sent for our approval. Once your order is accepted, the item(s) will be dispatched to you.

  • What do I do if I forget my password?

If you have forgotten your password, you can use our Password Recovery feature to retrieve it.

  • How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, there may be some discrepancies. We will inform you as soon as possible, via email, if a product you have ordered is out of stock.

  • How do I know if my order was successful?

You will receive an automated email to confirm your order has been received (“Order confirmation”), and waiting for our approval.

You will receive a further dispatch confirmation email (“Delivery confirmation”) once your order has been approved, packed and is leaving our warehouse.

  • Can I follow the status of my order?

It is possible to follow the status of your order by accessing “My Orders” section of your account.

  • Can I change or cancel my order?

If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email us for assistance at curtomers@oshiyaclothing.com.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with our Returns Policy.

  • Where is my order?

If your order has not arrived when you were expecting it, then please check the following:

Check you have received a delivery confirmation email.

Check the tracking number via your delivery confirmation email to view the most up to date information on the whereabouts of your parcel.

Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?

Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

Check no one else residing at your address has taken receipt of your parcel.

If you still can’t locate your parcel then please do not hesitate to contact our customer service team via email at customers@oshiyaclothing.com . We will endeavour to find your parcel straight away.

  • What if part of my order is missing or incorrect?

If an item is missing from your order please contact our customer services via email (customers@oshiyaclothing.com) informing about your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.

From time to time mistakes do happen, however, we will do our best to rectify any errors we have made.

 

Payments

  • What payment methods do you accept?

You can use PayPal’s payment service. We also currently accept the following credit cards on oshiyaclothing.com:

We don no accept personal checks, money orders or direct bank transfers.

 

Delivery

  • What courier do you use for deliveries?

We use CORREOS to send all of our Spnish orders.

CORREOS INTERNATIONAL is used to send all International orders.

OSHIYA reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

  • How much is delivery? How long does delivery take?

Spain:

  • Shipping: 7€ (1-7 working days)
  • Oshiya offers FREE Delivery on all order to Spain on any order over 115€

 

Europe Region:

 

  • Shipping: 15€ (3-10 working days)
  • Oshiya offers FREE Delivery on all order to Europe on any order over 115€

 

Following countries are included:

 

Germany, Austria, Belgium, Denmark, France, Netherlands, Italy, Luxembourg, UK, Monaco

Slovakia, Slovenia, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Romania, Sweden, Norway, Switzerland, Czech Republic, Poland, Bulgary, Greece

 

International Shipping Information

 

  • Shipping: 20€ (3-10 working days)
  • Oshiya offers FREE Delivery on all order to Europe on any order over 115€

 

*International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control.

  • Can I track my order?

Once the order has been delivered, you will receive a delivery confirmation email including a tracking number and information on the carrier.

  • Can someone else sign for my delivery?

The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

  • Can I change the delivery address?

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.

If the order has already left our warehouse, then the delivery address cannot be changed.

  • Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

  • Do you deliver to my country?

We deliver to most countries worldwide as we want to provide you with the best service. Please refer to our Shipping Matrix for further information or contact us at info@oshiyaclothing.com .

  • Do I have to pay Customs & import charges if I live outside of the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductable from any refund due.

  • The customs department of my country has asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs, please contact our customer service team with your order number and tracking number, via email (customers@ohiya.es). We will do our very best to help resolve the matter as swiftly as possible.

Returns

  • What is your online returns policy?

If you are not fully happy with the goods you have received, please email us (customers@oshiyaclothing.com) explaining the reason for your return request, within 10 business days of receipt. Once we authorize your return request, we will provide you further instructions on how to return your order, providing the products are unworn and complete. In general, we will only accept items in their original condition, with their tags and packaging. We are not able to refund items that appear to have been worn or washed.

Once returned you will be entitled to receive a refund, which will not include the cost of the original postage and packaging.

This does not affect and is in addition to your statutory rights as a consumer.

Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post. Use the same package in which the goods were received.

  • How do I return an item?

For information on returning an item please click here.

  • How long will it be before I get a refund?

We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed,

  • What happens if the item(s) I’ve received are faulty/incorrect/damaged?

We are deeply sorry for the inconvenience. If you find a problem with your order, please contact us at customers@oshiyaclothing.com, including details about the order and the nature of the problem. We will do our best to resolve the incidence as soon as possible.

  • Who pays for return postage?

We do not pay for return postage on items that are unsuitable.

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

 

Products

  • Will you re-stock?

OSHIYA doesn´t re-stock, due to the limited nature of our products.

 

  • Can I get more information on a product?

We do try to give you as much information as possible on all of our products. However, if you require any additional information, please contact us at info@oshiyaclothing.com.

 

Others

 

For other enquiries, feel free to contact us at info@oshiyaclothing.com