Frequently asked questions

Do I need an account to place an order?

No. You can check out as a guest. Creating an account is optional and simply makes it easier to save addresses, keep a wishlist and view your order history in one place.

How do I know my order has been placed?

When your order is placed you receive an order reference. Keep it to hand — you will need it to track your order or to contact support about a specific purchase.

Can I change or cancel my order after placing it?

Contact our support team with your order reference as soon as possible. We can usually help before an order is dispatched; after dispatch, a return is often the better route. Your statutory right to cancel eligible online orders still applies.

Why might my order be split into more than one delivery?

Osevaro curates products from a small set of approved fulfilment partners. Items handled by different partners are dispatched separately and can arrive on different days. Each parcel is tracked individually and there is no extra charge.

An item is missing or incorrect — what should I do?

Contact support with your order reference and a photo if you can. We will arrange a replacement, redelivery or refund as appropriate. Your statutory rights are not affected.

How long will my delivery take?

It depends on the product and its fulfilment partner. As a guide, UK-supplied items are estimated at 3–5 working days, items from international partners at 7–12 working days, and remote or extended-delivery locations at 10–15 working days. The exact estimate is shown on the product page and at checkout.

How much does delivery cost?

Any delivery charge is always shown at checkout before you pay, along with the options available for your basket. Final delivery pricing is being confirmed ahead of launch.

Do you deliver outside the UK?

Not at the moment. Osevaro currently delivers to addresses across the United Kingdom only. If international delivery is introduced, the options and estimates will be shown at checkout.

Can I change my delivery address after ordering?

Please check your address carefully before paying, as an incorrect address is the most common cause of delays. Amending an address after ordering will be supported once orders are fully connected; in the meantime, contact support as soon as you can.

How do I track my order?

Enter your order reference on the Track your order page to see its current status. If you have an account, your orders also appear in your order history.

How do returns work?

Contact support with your order reference and tell us which item you would like to return and why. We confirm eligibility, send you clear return instructions, and once the item is received and checked we issue your refund or arrange a replacement.

How long do I have to return an item?

For most goods bought online in the UK, the Consumer Contracts Regulations 2013 give you a statutory right to cancel within 14 days of receiving your order, and a further 14 days to send the goods back. Some items, such as opened hygiene products, are excepted.

When will I receive my refund?

Once your return has been received and checked, the refund is issued to your original payment method. How quickly it appears then depends on your bank or card provider.

What happens if an item arrives damaged or faulty?

Contact support with your order reference and photos where possible. We will arrange a repair, replacement or refund as appropriate, and cover the cost of return. Your statutory rights are not affected.

Are there items that cannot be returned?

Some items, such as certain personal care or hygiene products, may not be returnable once opened or used unless they are faulty. Any exclusions are made clear and will be confirmed before launch.

Is checkout secure?

Yes. Card payments are handled by a trusted, PCI-DSS compliant payment provider over an encrypted connection, and your full card details are never stored on our servers.

Which payment methods can I use?

The payment methods available to you are shown at checkout. You will be able to pay with major debit and credit cards; the final list, including any digital wallets, is confirmed before launch.

What currency are prices shown in?

All prices are shown in pounds sterling (GBP). Any applicable taxes and delivery charges are shown at checkout before you confirm.

When am I charged, and how do refunds reach me?

You are charged when you place your order. Any refund is always issued back to the original payment method, with timing depending on your bank or card provider.

How do I create an account?

You can create an account from the sign-up page. An account lets you save addresses, keep a wishlist and view your order history in one place, though it is never required to place an order.

What are the benefits of having an account?

A saved address book for faster checkout, a wishlist you can return to, and your order history in one place across the devices you have signed in on.

How do I reset my password?

Use the “Forgot password” link on the sign-in page and follow the instructions to set a new password.

Can I save items to buy later?

Yes. Select the heart icon on any product to add it to your wishlist, then return to it whenever you are ready.

How does Osevaro choose its products?

Osevaro is a curated marketplace for everyday essentials across home, tech, beauty, travel and lifestyle. We focus on thoughtful curation, honest pricing and clear delivery estimates rather than stocking everything.

Is the stock shown accurate?

Product availability is shown on each product page. Where an item is low or out of stock, we aim to make that clear so you can decide with confidence.

Who supplies the products?

Products are supplied by a small set of approved fulfilment partners. Where relevant, this affects the delivery estimate, which is always shown before you pay.

Are product prices inclusive of everything I pay?

The price shown on a product is the price you pay for that item. Any applicable taxes and delivery charges are shown separately at checkout before you confirm.