Change of Mind before Shipment:
Please choose your pieces carefully, as we do not offer full money refunds on purchases for change of mind.
If your parcel has not been lodged at the post office when you contact us, we can either issue you a credit voucher or a card refund.
The amount on the credit voucher will equal the amount you paid. And the credit voucher will be presented as a gift card for you to use on our website or in-store.
If a credit voucher is not ideal for you, we can issue a money refund. The amount of the money refund will equal the amount you paid minus a service charge (7% for AfterPay and 3% for other payment methods). We will process the refund within one (1) business day. The refund amount will go back to you by your initial payment method within two (2) business days.
Faulty:
We take great care in inspecting each item before despatch. However, if you believe your item is faulty, not as described, please contact us at hey@osara.com.au with your full name, order number, an explanation of the issue, and supporting images. Our team will respond within two (2) business day. We kindly ask that you get in touch as soon as possible after discovering the fault so we can assist you promptly.
Please also note:
- Many of our items are handmade or crafted from natural materials. As a result, slight variations such as glaze flow, size, shape, colour, and surface texture are often inherent to the material used or the crafting process. These natural characteristics are a reflection of the artisan’s work and are not considered faults. We kindly encourage customers to view these unique qualities as part of each piece’s individuality.
- Over time and with continued use, some natural materials may gently change in appearance. This may include subtle shifts in texture or tone, particularly in items made from wood, bamboo, or unglazed pottery. These changes are part of the material’s natural aging process and are not considered faults. We’re always happy to provide care advice to help you preserve the beauty and longevity of your pieces. Please email us at hey@osara.com.au if you have any questions.
- Where available, we include care instructions in English or the original Japanese manual inside the package. If you're unsure about how to use or care for a product, please feel free to contact us at hey@osara.com.au before use—we’re always happy to assist. Unfortunately, issues resulting from misuse are not considered product faults under our policy.
- For any items that arrive with visible breakage or cracks, we kindly ask that you notify us within two (2) business days of delivery, as outlined in the Breakages section of our policy. Unfortunately, we will not accept any claims for breakage or cracks submitted after this period.
Change of Mind:
Please choose your pieces carefully, as we do not offer full card 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 thirty (30) 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 for items that show used or unsaleable.
You are responsible for any additional shipping and postage charges for sending them back to us.
After the recipient of your parcel, we will email you a credit voucher for you to use on our website or shop. The amount on the credit voucher will equal the amount you paid minus the shipping fee ($15 for standard shipping and $25 for express shipping). Regardless you have free shipping at the time of the order, the shipping fee is not refundable in any case.
For Orders with Free Gifts
If your order included a free gift with purchase, please note the following:
- Returning Part of an Order: If a partial return causes the remaining items to fall below the minimum purchase required for the free gift, the value of the gift will be deducted from the refund amount unless the gift is returned in unused, original condition. You must return the gift if the gift is a special edition and not for sale.
- Keeping the Free Gift (Not valid for NOT-FOR-SALE Free Gifts): You may choose to keep the free gift if applicable; however, in this case, we will deduct its retail value from your refund.
- Store Credit/Gift Card Option: If you choose a store credit or gift card, we will provide it for the adjusted amount, based on the value of the returned items and any deductions related to the free gift.
