Help Centre

Since 2022, orders from New Zealand can be placed on our website without contacting us. We only offer standard shipping for all New Zealand orders. If you have an express shipping request, please contact us and we will try to add this option as soon as possible.

Shipping Costs to New Zealand

Orders over $250: FREE

Orders from $150 to $249.99: Standard shipping: $20

Orders under $150: Standard shipping: $25

Shipping Estimated Time

New Zealand: Up to 4-7 Business Days

Preparation Time

All orders are sent from our office in South Melbourne, Victoria, Australia. Orders to New Zealand are packed and dispatched 1-4 business days after the order was placed.

Duties and Taxes

When you import goods from overseas, it may incur customs duty or GST from your country. Osara Australia will declare the value and contents of your purchase on the customs declaration.

From brief research, we found "Customs will not collect GST, duty or charge an Import Entry Transaction Fee (IETF) on goods valued $1000 or less unless the goods are part of a large consignment." on Customs Service New Zealand website.

Disclaimer:

Our research only provides a guide ONLY. Please do your own research as the regulations change from time to time. Osara Australia is not liable for any dispute related to Duties or Taxes.

If a product is seized and destroyed by customs or returned to Australia, we will NOT be responsible for the losses, product, or shipping refunds. It is the buyer's responsibility to cover the shipping costs when the buyer wishes to have a second delivery attempt after the product is returned to Osara Australia.

Why does the product page show "sold out" immediately after adding an item to my cart? Is the item still in stock?

Absolutely!

As long as an item is in your cart, we have it in stock. To confirm, click on "View Cart" in the cart section.

If you've just added an item and see "sold out" on the product page, it indicates that it's the last one available. Act quickly before it's gone for good!

Tax Invoice: Do you issue tax invoice with GST?

Yes. Our company has registered GST. All the price on our website is GST inclusive for all the orders that shipped within Australia.

Order Confirmation

An email order confirmation will be sent to you automatically after you place an order.

The order confirmation will include:

1. order summary: a break down of items ordered, subtotal, shipping cost (if any) and Tax/GST figure.

2. customer information: your name, company name (optional), address and payment method.

Tax Invoice

If you wish to receive a tax invoice for your company or yourself, please email us at hey@osara.com.au, we will get back to you with a tax invoice in a pdf version within one (1) business day.

Wrapping: How do you pack my order?

Reducing the impact on the environment is our priority. Therefore, reducing, recycling and re-using is what we do.

To make our effort to the environment, we recycle foam wraps and bubble wraps from our suppliers used for us in Japan and give them a second-life to carefully pack the inner layer of your items.

In addition to the inner layer, we put enough cushioning around the items to make sure they are not moving or damaged.

For more information, please visit our Sustainability page.

Gift Wrap: If you would like to send a gift message, please add it in the note of your order, we will handwrite one for you. Our gift-wrapping is complimentary both online and in-store. Simply ask or add a note in your order.

Shipping: How long does it take to receive my order? How can I track my order?

Dispatch: We usually dispatch and ship all new orders within 3 business days.

Shipping General Information:

We are doing everything we can including choosing the most reliable shipping partner for our customers. Unfortunately, we cannot guarantee that you will receive your package within the time frame expected. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.

Standard Shipping:

Victoria (including Rural): 1 to 5 business days

Other State Metro: 1 to 6 business days

Other State Rural: up to 8 business days

Express Shipping:

** If you wish to receive your parcel earlier and pay for express post, please contact us. The surcharge of the express post depends on the weight and size of the package. We need to determine case by case.

Victoria: 1 business day

Other State Metro: 1-2 business days

Other State Rural: 2-3 business days (WA and NT rural might take longer)

Tracking: Once your order has been dispatched and shipped, you will receive an email with your tracking number and an estimated delivery time.

For more information, please visit our Shipping page.

Shipping Fee: How much do you charge for shipping?

Australia Shipping Costs:

Orders over $100:

Standard Shipping: We're offering free trackable standard shipping on all orders over $100 now.

Express shipping: $10 (Under $200), $20 (Under $500), $30 ($500 and up)

Want to switch to Express shipping after placing an order?

After you placed an order, contact us if you need express shipping, we will reply to you within hours and give you a quote for the switch. The surcharge of the express post depends on the weight and size of the package. We need to determine case by case.

Orders under $100:

Standard shipping: $15

Express shipping: $25

International Shipping Costs:

Please contact us with your shipping list, and we would reply you a quote of shipping costs including damage insurance within one (1) business day. The shipping costs depend on the weight, size of the package and your country.

International Order: Do you ship orders internationally?

We do provide international shipping.

Orders from New Zealand can be placed on our website.

For orders from countries other than New Zealand, Contact us with your shopping list, and we would reply you a quote of shipping costs including damage insurance within one (1) business day. The shipping costs depend on the weight, size of the package and your country.

Payment: We accept secure payments on the website via Credit Cards, Debit Cards & Paypal.

Duties and Taxes: International packages may incur taxes and duties in your country. Osara Australia would enter the full value of the order on the shipping form for legal and insurance purpose.

Disclaimer: If a product is seized and destroyed by the customs, or returned to Australia, we will NOT be responsible for the losses, product, or shipping refunds. It is the buyer's responsibility to cover the shipping costs when the buyer wishes to have a second delivery attempt after the product is returned to Osara Australia.

Change/Cancellation: Can I change or cancel my order once I place it?

Before the parcel is dispatched:

Dispatch: We usually dispatch and ship all new orders within 3 business days.

If you need to cancel or make changes to your order, please email us at hey@osara.com.au before 10 am AEST of the next business day.

Change your order (e.g. mistake in shipping address): Please make sure you make the subject line as 'CHANGE OF ORDER' in the email and provide your full name, order number and the corrected shipping address/order.

Cancel your order: Please make sure you make the subject line as 'CANCEL ORDER' in the email and provide your full name and order number.

We will get back to you shortly.

After the parcel is dispatched:

Change of shipping address: We are using Australia Post for all of our postages. Depends on the eligibility, you can request redirection once the parcel leaves us right up until the day of your delivery. For more information, please visit the Australia Post website page. Unfortunately, after the parcel being dispatched, we are not responsible for packages that may become lost or stolen in transit. We will, however, do everything in our power to assist you.

Change items in your order/Cancel your order: We cannot offer free change or cancellation once the parcel has been dispatched. However, we do provide credits for exchange or return. Please check out our return FAQ or Refund & Exchange page for more information.

Returns: What is Osara returns and refunds policy?

Refund:

We inspect each product carefully before mailing out. However, suppose you believe your product is faulty, wrongly described or different from a sample shown. In that case, you can apply for a refund within seven (7) days of receipt by emailing us at hey@osara.com.au. Please specify a reason why, your full name, order number and email address, and we will get back to you within one (1) business day.

We will only accept returned items that are in "as-new" condition and their original packaging. Unfortunately, we will decline for a refund for items that show used.

Please note that artisans handcraft all of our products. Each one of them is unique, which means they are not identical. Therefore, a minor difference is not a valid reason for return.

Change of Mind:

Please choose your pieces carefully as we do not offer refunds on purchases for change of mind. However, we do offer a credit voucher for exchange if it meets the following.

Exchange & Returns:

If you are not 100% happy with your order from us, and it is less than fourteen (14) days of receipt, we can give you a credit voucher for exchange. Just email us at hey@osara.com.au and specify your full name, order number and email address. We will get back to you within one (1) business day.

We will only accept items that are in "as-new" condition and their original packaging. Unfortunately, we will refuse the exchange/return for items that show used or unsaleable.

Any additional shipping and postage charges are your responsibility. We will email you a credit voucher for you to use on our website. We do not offer exchange due to the limited amount of hand-made stocks, and we are unsure if the same item is available at the time of exchange.

Product Care: How do I take care of my product?

Be kind to those little things with care and remember:

Please don't use them in an oven.
Thermal shock, caused by moving items to and from extreme temperatures, will cause stress and potentially damage in your tableware.
Don't drop or break your tableware. Even though some of our products are stronger, they are still likely to break like glass against gravity.
Don't soak the tableware with coloured sauce, tea, or coffee etc. Wash after using as soaking may cause stain on the work that can't easily come off.
If the product cannot use in dishwasher or microwave, we would indicate it on the product page.