How do I return my order?
At Osawalla, we accept returns within 30 days after delivery. Items must remain unused, unworn, kept in original packaging with all tags intact.
To initiate a return request, please contact our support team within 30 days upon receipt of your package via the live chat on the Osawalla official website.
When submitting your request, kindly provide your order number, full name, checkout email address, and a clear list of items you intend to return.
Our team will review and approve your application after receipt. You will then receive detailed return instructions. Based on your location, you can either arrange courier pickup or drop off the parcel at the nearest postal outlet.
Once we receive and inspect your returned goods, refunds will be processed within 15 business days and issued to your original payment method. A confirmation email will be sent to you once the refund is completed. Please note that the original shipping fee of your order is non-refundable under all circumstances.
Do I have to pay any postage fees when returning my order?
For non-quality issues, customers need to pay the return shipping fee of $5.99 themselves; for quality issues, within the warranty period, free returns and exchanges are available within one month, and customers need to pay the return shipping fee of $5.99 if it exceeds one month.
When am I eligible for a refund?
You are eligible for a full refund (excluding shipping costs) if:
• Customer-caused returns (size mismatch, dislike, wrong purchase and other non-quality issues):You will be charged a flat return shipping fee of $5.99.
• Merchant-caused issues (damaged goods on arrival, wrong items sent, inconsistent product description):All return shipping costs will be borne by us, and you do not need to pay any postage.
•Quality defects beyond 30 days after delivery:
If you apply for returns or exchanges for product defects more than 30 days after receiving the parcel, you shall afford the fixed return shipping fee of $5.99 by yourself.
When can I get a full refund?
You qualify for a full refund (original delivery fees excluded) only if both of the following requirements are met:
•You submit the return application within 30 days after receiving your order;
•Returned items stay in brand-new original condition with complete packaging and all matching accessories attached.
Damaged or Defective Products
We recognize a product as damaged or defective if:
•Physical damage exists when the package arrives;
•The received item fails to match the official product description;
•Breakage or flaws occur during transportation.
The product will NOT be deemed defective if:
•It conforms to the listing description and works normally as advertised;
•Damage is caused by improper use, self-modification or rough handling by customers.
What to do if my item arrives damaged?
We offer free replacement or full refund for damaged items within 30 days of delivery under our damage protection policy.
Please reach out to our support team within 30 days upon receipt. Submit a support ticket including your order number, list of damaged items, detailed problem description, plus clear photos or videos showing the damage condition.
After our review, we will send you step-by-step return guidance. Kindly reserve the original box and all supporting accessories until the whole return procedure finishes. All return postage will be covered by us.
Shipping Related Issues
For delivery delays, tracking inquiries and other shipping questions, please visit our Shipping Help Center.
If you need to revise your shipping address, contact customer service before your order is processed at our warehouse. Our order fulfillment speed is fast, so address modification may not be available once the parcel has been dispatched.
If your order has already been shipped and encounters delivery troubles, our support staff will work with you to solve the problem by resending goods or processing a full refund accordingly.
Order Cancellation Policy
Orders can only be canceled before shipment. Unpaid orders will be canceled automatically by the system.
If you subscribed to Osawalla membership plans on our website, you may cancel the subscription during the free trial period prior to the first billing charge. Once the trial period expires and fees are charged, standard refund rules will apply.
If you have any questions about our return or exchange policy, please contact us:
- Email:support@osawalla.com
- Phone:+1 888-213-0578
Recipient address (only for returns)
Recipient: FeiGao-HY027 Huoyan
Delivery contact number: 4083989966
Shipping address: 6903 HALIFAX ST
City: SAN DIEGO
State: CA
Postal code: 92120-1020
*POLICY UPDATES
We reserve the right to update this policy at any time. The policy in effect at the time of your purchase will apply to your order.
*Last Updated: 2026.7
