Versand

SHIPPING POLICY.

We handle every order with great care. All orders are hand-picked and packed by our team in Portugal, where our shoes are also produced, before being shipped directly to you.

Order Processing:

We aim to dispatch all orders within 1–2 business days.
•    Orders placed on weekends or public holidays are usually dispatched on the next business day.
•    During busy periods or holidays, dispatch may take 2–3 additional business days.
Once your order has been dispatched, you will receive a confirmation email with a tracking link.

Delivery Times:

Delivery times vary depending on your location:
•    EU deliveries: typically 2–3 business days after dispatch.
•    Non-EU deliveries: delivery times may be longer depending on destination and customs processing.
Please note that international deliveries may occasionally experience delays outside of our control.

Shipping Costs:

Our product prices are displayed excluding shipping costs.
At checkout, a minimal shipping contribution is added based on your destination. This contribution helps cover:
•    Secure packaging.
•    Insurance.
•    Courier handling.
•    Fuel surcharges.
Shipping costs are clearly shown before you complete your purchase.

Customs, Duties & Taxes (Non-EU Orders):

Orders shipped outside the European Union may be subject to local taxes, customs duties, and import fees imposed by the destination country.
These charges:
•    Are not included in your order total.
•    Are the responsibility of the recipient.
•    Must be paid upon delivery or customs clearance.
Oswen has no control over these charges and cannot estimate their amount. We recommend contacting your local customs office for further information before placing an order.
United Kingdom:
For deliveries to the UK, customs duties and VAT may apply in accordance with local regulations. Oswen assumes no responsibility for these additional charges.

Customs Delays:
•    International shipments may be delayed due to customs inspections or processing.
•    In some cases, this may result in delays of up to 30 days.
•    Such delays are outside of our control and do not qualify for cancellation or refund while the shipment is in transit.

Failed Delivery & Uncollected Parcels:
Please ensure that someone is available to receive your order at the delivery address provided. If a delivery attempt is unsuccessful because:
•    The recipient is not available at the time of delivery.
•    The delivery address provided is incomplete or incorrect.
•    The parcel is not collected from a pickup point within the courier’s holding period, the shipment may be returned to us by the courier.

In such cases:
•    The order will be treated as a failed delivery, not a return.
•    Original shipping costs are non-refundable.
•    A return shipping fee may be deducted from any refund issued.
•    For non-EU orders, any customs duties, taxes, or fees incurred remain the responsibility of the customer
If you wish for the order to be re-shipped, additional shipping costs may apply.

Refused or Undeliverable Shipments:
If a shipment is refused or returned to us due to unpaid customs duties, taxes, or fees:
•    Oswen reserves the right to charge the customer for the unpaid duties, up to €59.99
•    A return shipping fee of €40.00 per item will also be charged
•    Any additional costs incurred may be deducted from the refund amount

Delivery Responsibility:
Once an order has been dispatched and tracking information has been provided, responsibility for successful delivery lies with the recipient.
We strongly recommend:
•    Monitoring tracking updates closely.
•    Responding promptly to courier notifications.
•    Arranging redelivery or timely pick-up where required.
Oswen cannot be held responsible for delays or returns resulting from missed delivery attempts or uncollected parcels.

Questions:

If you have any questions about shipping or delivery before placing an order, please contact us at info@oswenkoln.com and we will be happy to help.