You'll get a confirmation email within a few minutes of checkout, with an order number that starts with #. If it hasn't arrived, check your spam folder first — confirmation emails land there more often than anywhere else.

No email at all after an hour usually means the address was mistyped at checkout. Write to us with the name and ZIP code you used and we'll find the order.

Yes, if you catch it early. We can change an address or cancel outright any time before the order is packed — usually a window of about 12 hours.

Once it's handed to the carrier we can't recall it, but you can still refuse delivery or send it back under our returns policy.

Our range comes from a handful of specialist warehouses, so a mixed order is often packed in more than one parcel. Each parcel gets its own tracking number and they can arrive days apart.

You're never charged extra for a split shipment.

Send us a photo within 14 days of delivery and we'll replace it or refund it — your choice. You won't need to ship the damaged item back in most cases.

Nothing. Shipping is free on every order within the United States — no minimum spend, no surcharge at checkout. The price on the product page is the price you pay.

Two clocks run back to back:

• Processing: 1–2 business days to pick, check and pack.
• Transit: 5–10 business days to most addresses in the contiguous US.

Alaska, Hawaii and US territories add 3–5 days. A small number of specialty pieces ship from a partner warehouse and can take up to 15 business days — that's flagged on the product page.

No. Duties and import charges are prepaid by us before your parcel enters the country. If a carrier ever contacts you asking for a payment to release an Osterly parcel, don't pay it — forward the message to us and we'll handle it.

Not yet — Osterly currently ships within the United States only, including PO boxes. We're working on it.

It arrives in a second email once the carrier scans your parcel, usually 2–4 business days after you order. If nothing has arrived after five business days, write to us and we'll chase it. Full detail is on our tracking page.

30 days from delivery. The item needs to be unused and in its original packaging — the state you'd want to receive it in.

Write to us with your order number and which item you're returning, and we'll send return instructions and an address. Please don't post anything back before you've heard from us — unannounced returns are very hard to match to an order.

If the item is faulty, damaged or not what you ordered, we do. If you simply changed your mind, return postage is yours. Nothing is deducted for the original shipping, since it was free.

We process refunds within 3 business days of the return arriving. Your bank then takes its own 5–10 business days to show it. Refunds go back to the original payment method — we can't redirect them elsewhere.

Opened personal-use items, and anything marked final sale on its product page. This doesn't affect your rights if an item is faulty.

All major credit and debit cards, plus the express wallets shown at checkout. Payment is processed by Shopify Payments — your card details never touch our servers.

That's almost always a pending authorisation rather than a real charge, and it clears on its own within 3–5 business days. If it's still showing after that, send us the date and amount and we'll chase it.

Occasionally. Enter the code in the box at checkout before paying — we can't apply one retroactively to an order that's already placed. Only one code per order.

Every product page lists dimensions in both inches and centimetres. If you're between sizes on anything soft — pet beds, blankets, rugs — size up. Nobody has ever complained a pet bed was too generous.

Most of our textiles are machine washable — pet mats, blankets, bedding. Wash cool, dry flat, and skip the fabric softener on anything plush; it flattens the pile. Wooden toys and paper-based items are wipe-clean only.

Our wooden and sensory toys are made for toddlers and finished without sharp edges. As with any toy containing small parts or a ball, use them with supervision and follow the age guidance on the product page.

Everything is covered against manufacturing defects for 12 months from delivery. Normal wear, accidental damage and — we say this with love — destruction by a determined dog are not covered.

No. You can check out as a guest. An account just saves your address and keeps your order history in one place.

Sign in and open your account. Guest orders aren't listed there — use the tracking link in your confirmation email instead.