Refund Policy

SHIPPING INFORMATION 

We strive to ensure that your orders reach you as soon as possible. After placing an order, you will instantly receive a confirmation email with details of your order.  You will get a call from our customer services team for a free consultation and guidance on how to use the products.It will then be our priority to swiftly dispatch your order. Usually, all items are sourced from our warehouse and dispatched within 48 hours (provided it is a business day). However, we will let you know via a phone call or SMS if an item is out of stock, and the soonest it can be dispatched.

In Pakistan, we offer a standard shipping charge on all orders of Rs 200, no matter how big or small your package is.

In Lahore, we ship through Postex Logistics and can offer delivery within 2 business days. You need to contact us if you need a delivery urgently.

For nationwide delivery, we use several courier services.

The projected delivery time for all non-Lahore based orders is 2-4 business days.

For international deliveries you will need to contact us on info@ostruce.com and we can respond with shipping costs based on your destination.

Unexpected delays may occur with the shipment, and if you don’t receive your order within the allotted time, kindly e-mail info@ostruce.com / call our Customer Service Desk  at (+92) 335-4104444 or WhatsApp us at +92 335 4104444. You may also contact us on Instagram (@ostruceofficial) and Facebook (@ostruce). Make sure you have your order number (provided to via email & text when you place your order) when you call or email us.

EXCHANGE POLICY 

Ostruce has a 7 day goodwill exchange policy, provided the item is returned to us in time:

  • Is in its original packaging
  • The seal of each product intact
  • The packaging of the product has not been tampered with
This is how you can exchange an item:
  1. E-mail us at info@ostruce.com and request an exchange.
  2. Log in the reason for exchanging the item. Make sure to add your order number and the name of the items being exchanged, in the email.
  3. Send the item back to us in its original packaging and seal intact to: 7-B, LDA Homes, Block D, New Muslim Town, Lahore

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@ostruce.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ostruce.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.