Contact

A person reads every message.

Not a bot, not a ticket queue. Write to us and you'll hear back within one business day.

Email us

Monday to Friday, 9am–5pm ET. We reply within one business day, usually sooner.

Writing about an order? Include your order number — it starts with # and it's at the top of your confirmation email. With it we can answer in one reply instead of three.

Some things are faster to look up

Where's my order?

Paste your tracking number and see live carrier status.

Track your order →

Shipping & delivery

Timings, costs, packaging, and why you'll never get a duty bill.

Shipping details →

Returns & refunds

30-day window, how to start one, and when the money lands.

Returns policy →

What to include

A problem with an order

Order number, and a photo if something arrived damaged or wrong. We'll replace or refund it — you won't pay return shipping when the fault is ours.

A question before buying

Which piece you're looking at and what you need to know — dimensions, materials, care, whether it suits a space. We'd rather you asked than guessed.

A return

Order number and which item. We'll send instructions and an address within one business day. Please don't post anything back before you hear from us.

Anything else

Press, partnerships, or a note about something we got wrong. All of it reaches the same inbox and all of it gets read.

Still easier to just ask?

Then ask. We'd rather answer a question twice than have you wondering.

Email Osterly Help Center