Shipping policy

Shipping Policy

Every order at Osterly ships free within the United States. There is no minimum spend, no surcharge at checkout, and no import fee waiting for you at the door — duties and import charges are prepaid by us before your parcel enters the country.

Processing

Orders are picked and packed within 1–2 business days of being placed. Orders made on a weekend or a US public holiday begin processing the next business day.

Delivery times

Standard (free): 5–10 business days from dispatch for most addresses in the contiguous United States.
Alaska, Hawaii and US territories: add 3–5 business days.
Specialty pieces: a small number of items ship from a partner warehouse and can take up to 15 business days. Where that applies, it is noted on the product page.

These windows are estimates, not guarantees. Carrier delays, severe weather and peak-season volume can add a few days.

Tracking

You will get a confirmation email the moment your order is placed, and a second email with a tracking number as soon as the parcel is scanned by the carrier — usually within 2–4 business days. You can follow the parcel at any time from our tracking page. If tracking has not appeared after 5 business days, write to us and we will chase it.

How your order arrives

Orders are shipped in sealed, unbranded outer packaging — a rigid box or a sealed poly mailer, chosen for the item. No supplier invoices, price tags or third-party paperwork are included. Fragile pieces are wrapped and cushioned. If more than one item is ordered, pieces may arrive in separate parcels on different days; you are never charged extra for this.

Import charges

Duties and import taxes on your order are prepaid by Osterly. If a carrier ever contacts you asking for a payment before releasing an Osterly parcel, do not pay it — forward the message to us and we will deal with it.

Addresses

Please double-check your shipping address at checkout. We can change an address only before the order has been dispatched — email us within 12 hours of ordering and we will do our best. Parcels returned to us as undeliverable because of an incorrect address can be reshipped once the parcel is back with us, or refunded minus the cost of the original shipping.

Lost, delayed or damaged parcels

If tracking has not moved in 10 business days, or your parcel arrives damaged, email us with your order number and a photo where relevant. We will replace or refund it. You do not need to deal with the carrier — that is our job.