Refund policy

Thank you for shopping with Ostellia. As we specialize in high-value, handcrafted miniatures and scale collectibles, we maintain a strict return policy to ensure the integrity of our pieces.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To start a return, you can contact us via:

  • Email: ostellia@outlook.com

All returns need prior approval. Unapproved requests cannot be processed.


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

 

To be eligible for a return, your request must meet the following strict conditions

  • Product Condition: Your item must be in the exact same condition that you received it—unworn, unused, with all original tags attached, and inside its original packaging.

  • Proof of Purchase: You must provide the official receipt or valid proof of purchase.

  • Visual Evidence: You are required to provide clear photos or videos of the received product for our team's review prior to return approval.

  • Packaging Integrity: As our products are high-value, handcrafted miniatures, the absolute integrity of both the miniature itself and its specialized protective packaging is strictly required and will be thoroughly verified upon return.

  • Custom & Bespoke Exclusion: Please note that all custom-made, personalized, or bespoke orders are specially crafted to your specifications and are strictly non-refundable, non-returnable, and non-exchangeable under any circumstances once production begins.

  • Notice:Unfortunately, we cannot accept returns on sale items or gift cards.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification (excluding custom-made or bespoke items). As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds 

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it may take additional time for your bank to process the refund.

If you haven't received your refund after 15 business days, please contact us via:

  • Email: ostellia@outlook.com