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FAQ

 

FAQ OSMOSE STORES

HOW CAN I PAY?

You can use any of the payment types listed below to pay for your order. 

We take fraud extremely seriously, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. Your details are safe with us as we take security very seriously.

I'M HAVING TECHNICAL ISSUES

If you're having any problems accessing our website, we suggest that you have the latest version of your operating system provide installed e.g. Windows, OSX

Please contact OSMOSE Customer Care Team and include:

  • as much detail as you can about the issue
  • screen shot of any error message you get
  • the web browser you are using (Firefox, Chrome, Internet Explorer, Safari etc.)

CAN I AMEND MY ORDER?

Unfortunately we are unable to amend any part of your order or change the delivery or payment method once an email confirmation has been sent.

You can exchange your item up to 7 days from purchase. Please see our exchange policy.

MY ORDER HAS NOT ARRIVED YET

If your order has not arrived by the estimated delivery date, try the following:

  • Checking the tracking link via your confirmation email to view the up to date tracking.
  • Log into My Account to check for the correct delivery address and your contact details are up to date.
  • Check if you have an email, text message or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or you may need to arrange redelivery.
  • Check with your neighbours to see if they have signed the parcel on your behalf.

If you still can't find your parcel, please Contact Us and quote your order number. We'll reply within 24 hours and do our best to locate your parcel. If it cannot be found, we will arrange a replacement or a instore credit refund for you.

 I HAVE RECEIVED A FAULTY/INCORRECT ITEM

We want to resolve any issues with faulty or incorrect item immediately.

Please contact our Customer Care team with the order number and the faulty or incorrect item's name and code.

We'll get back to you as soon as possible and try to resolve it for you as quickly as possible. 

AN ITEM IS MISSING FROM MY ORDER

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
  • If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

HOW CAN I RETURN SOMETHING TO YOU?

All items ordered from osmose online store can be returned to our head office via postal service. An instore credit will be sent to you once the package is received and processed for returns. However packages are to me returned at mint condition where fabric is not worn and tags are in placed.

TRACKING YOUR ORDER

Once your order has been processed and shipped, an email containing the tracking number will be sent to your registered email. If you do not receive the shipping confirmation email within 1 to 5 business days from your order date, go to the My Account page to track your order.

 

 

 

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