Return & Refund Frequent questions

  • How can I make a return request?
You can make a return request within 20 days of receiving the goods by sending us an email:  Make sure to mention the order number and it would be good to mention the reason for the return. Once we receive your return request in our email, our customer care team will send you specific instructions to prepare the goods to be returned and the return label.


  • When can I make a return request? 

You can make a return request for one or more products within 20 days of receiving the goods.


  • How should I prepare the package to return my order?
Place the product in its original packaging (both the manufacturer’s packaging and the packaging the item(s) arrived in, remove any old shipping labels, place the print-out of the return authorization that you received via email inside the package.You must insert a copy of the ORDER NUMBER inside the package.  If no number is subsequently found we will NOT guarantee reimbursement for the goods returned. 
The products must be returned intact and with the original packaging.


  • Who pays for the return shipping costs?
The return shipping costs are at the buyer's expense. Osmio Store through our partner company is responsible for the return only in case of faulty or incorrect products.
  • What can I do if my item has been damaged during the shipping process?
Should you receive a faulty product or not the product you ordered, open a return request ticket by emailing us: Make sure to mention the order number and you must send us a picture of the product, stating the reason for return. Our customer care team will send you instructions on how to proceed within the next business day following your request.


Unfortunately, Osmio Store does not exchange goods. You need to create a new order.
  • How will I be reimbursed?
You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your Pay Pal account.

What are IBAN & BIC/SWIFT?

IBAN (International Bank Account Number) is your standard bank account number, which is preceded by the letters "XX". It has a total of XX characters (X letters andXX digits).

BIC/SWIFT (Business Identifier Code) is an international standardized bank code that allows the payment service provider to be uniquely identified worldwide. BIC is a sequence of X-XX characters assigned to each bank individually. You can find your BIC code on the website of your bank.

How long does it usually take for the reimbursement to take place?

As soon as the return package has arrived and has been examined by us, we'll initiate the reimbursement process within 14 days via the respective payment method.


For more information you can read our return policy