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Shipping of your order
To ensure you get your purchase as soon as possible we ship out almost all orders within 2 days of payment from Monday to Friday. If you place an order on Friday or over the weekend, your order will be send by Tuesday. We don’t ship on national holidays.
While we do all we can to ensure your order is delivered on time, Our Sister will not be held responsible for conditions beyond our control such as severe weather, service interruptions, etc. At this time we are unable to ship to P.O. Boxes. We do not offer overnight delivery.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping fees are non-refundable.
Shipping rates:
Free shipping:
European Union free shipping on orders above €80
Worldwide free shipping on orders above €350
Shipping outside of EU
Customers shipping to destinations outside the European Union are eligible for tax-free purchases. The tax exemption is applied automatically based on the delivery address provided at checkout.
Please be aware that shipments originating from the EU may still be subject to handling fees, import duties, and local VAT in the destination country. Any such charges are the customer’s responsibility and may be collected upon delivery or billed later by the courier.
Important: orders shipped to the United Kingdom may be subject to handling fees, import duties, and UK VAT upon arrival. These charges are applied by local authorities or couriers and are the responsibility of the customer.
Delivery of your order
All our orders are shipped by DPD which is a trackable service to your door.
We have a two-weekly pick-up by DPD and will text your tracking details as soon as the parcel has been collected.
If you have any questions on all the above subjects, contact us on info@oursister.com and we will get back to you as soon as possible
If you are not entirely satisfied with your purchase, we’re here to help.
Online returns of your order
We will happily issue a replacement or refund assuming they are returned within 30 days of receipt. To be eligible for a return, your item must be unused and in the same condition and original packaging that you received it (with all tags attached).
Your item needs to have the receipt or proof of purchase.
You can exchange your item in 3 easy steps:
Send an e-mail to info@oursister.com stating your order ID & the reason of return.
Prepare the package. You can use the original shipping box or any box that is secure.
Send your package at your own costs to the following address:
Castart x Our Sister
Lombardenvest 62
2000 Antwerpen
Belgium
Our Sister will not assume responsibility for reimbursement or compensation for any return packages lost in transit.
Please note that ‘Sale’ items cannot be returned.
Exchanging of your order
Please follow the same steps as online returns.
For exchanges in size we will not charge the transportation costs for re-sending the order.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment) within 15 days from the day we’ve received your return package and form. If for any reason after 30 days you still have not received the refund, please contact your bank. After this, don’t hesitate to contact us for further assistance at info@oursister.com
If you have any questions on all the above subjects, contact us on info@oursister.com and we will get back to you as soon as possible.
Refunds outside of the EU
For returns shipped from outside Europe, any customs duties, import taxes, or handling fees incurred upon re-entry are the responsibility of the customer. Packages returned with unpaid charges may be refused or deducted from the refund amount.
