Refund policy
Effective Date: January 1, 2025
Operator: OESLO is owned and operated by Veliora Group LLC.
1. Return Eligibility
We offer a 30-day return policy.
You may request a return within 30 days of receiving your item.
To be eligible for a return, items must:
- Be unworn, unwashed, and unused
- Be in the original condition as received
- Have all original tags and protective seals attached
- Be returned in the original packaging
- Include valid proof of purchase (order number)
Items showing signs of wear, damage, alteration, odor, or misuse may be refused and returned to the customer at their expense.
We reserve the right to refuse returns that do not meet these conditions.
2.Order Cancellation
Orders may be cancelled within 12 hours of purchase.
How to Cancel: Please contact us immediately at hello@oeslo.com with your order number.
After this time, orders may have already been processed or prepared for shipment and may no longer be eligible for cancellation.
If your order has already been shipped, it cannot be cancelled. In such cases, you may request a return after receiving the item in accordance with this policy.
3. Return Process
- Authorization:Contact us at hello@oeslo.com with your order number and reason for return.
- Approval:Returns must be pre-approved. Items sent without authorization will not be accepted.
- Shipping:Once approved, you will receive return instructions and the designated return address.
- Timeframe:Approved returns must be dispatched within 7 days of authorization.
Please provide a tracking number to ensure proper processing.
4. Return Shipping & Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Original standard shipping charges are non-refundable, except where required by applicable law (see Section 7).
Additional expedited shipping fees are non-refundable.
We strongly recommend using a trackable shipping service.
We are not responsible for items lost or damaged during return transit unless the return shipping was arranged by us.
Refunds are processed in the original purchase currency.
We are not responsible for exchange rate fluctuations or bank processing fees.
5. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If you receive a defective, damaged, or incorrect item, please contact us as soon as reasonably possible after delivery.
If confirmed, we will provide a replacement or a full refund (including standard shipping costs) at no additional expense.
Australia Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
6. Non-Returnable Items
The following items cannot be returned unless they are defective, damaged, or not as described:
- Gift cards
- Personalized or custom-made products
- Items marked as “Final Sale” at the time of purchase (subject to statutory consumer rights)
7. No Direct Exchanges
We do not offer direct exchanges.
If you would like a different item or size, please return the original item for a refund and place a new order.
8. European Union & United Kingdom – 14-Day Right of Withdrawal
For orders shipped to the European Union or United Kingdom, you have the right to cancel or return your order within 14 days of delivery without providing a reason.
In such cases:
- We will refund the purchase price plus the cost of standard delivery
- The customer is responsible for the direct cost of returning the goods
Returned items must be in their original condition.
Customers are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
9. Refunds
Once your return is received and inspected (usually within 2–3 business days), we will notify you of the approval status.
If approved:
- Refunds will be issued to your original payment method
- Please allow 5–10 business days for processing
- Your financial institution may require additional time
If more than 15 business days have passed since approval, please contact hello@oeslo.com.
10. International Duties & Taxes
For international returns, OESLO cannot refund customs duties, import VAT, or administrative fees charged by local authorities.
You may be able to recover these costs by contacting your local customs office directly.
11. Consumer Rights
Nothing in this Return & Refund Policy limits or excludes your statutory consumer rights under applicable law.
12. Business Information
Veliora Group LLC
Customer Support:
Email: hello@oeslo.com
Phone: +1 917 261 1083
WhatsApp: +1 917 261 1083
Customer Service Hours:
Monday – Sunday
We aim to respond to all inquiries within 12 hours.