OUR POLICIES

Shipping Policy

New Zealand

Flat rate shipping of $10 NZD applies to all domestic orders.

International

Flat rate shipping of $30 NZD applies to all international orders.

All international orders are shipped via DHL Express.

Processing & Dispatch
As Oosterom operates on a made-to-order model alongside small production runs, dispatch timeframes may vary.

Orders are typically shipped within 2–5 business days once production is complete. You will receive a confirmation email with tracking details once your order has been dispatched.

Delivery Timeframes

New Zealand: typically 1–3 business days from dispatch
International: approximately 1–10 business days depending on destination

Please note that delivery timeframes are estimates and may vary due to factors outside of our control.

Additional Information

International orders may be subject to customs duties or taxes, which are the responsibility of the customer
Oosterom is not responsible for delays caused by courier services or customs clearance
We are not liable for lost or stolen parcels once marked as delivered

As a small team, we appreciate your patience. If there are any significant changes to your order timeline, we will be in touch via email.

Return and Exchange Policy

Returns & Exchanges

At Oosterom, each garment is produced with intention — either made-to-order or in small, limited runs. We encourage considered purchasing and are available to assist with sizing or fit prior to ordering.

Made-to-Order (Standard Sizing)

Garments produced in standard sizing (without custom measurements) may be returned for exchange or store credit.

Items must be returned within 7 days of delivery, unworn, and in original condition with all tags attached. Garments must be free from scent, marks, or any signs of wear.

Custom & Tailored Pieces

Garments made to custom measurements or altered specifications are final sale and cannot be returned or exchanged.

Ready-to-Wear

Pieces produced in limited runs are eligible for exchange or store credit under the same return conditions.

Condition of Returns

All returns are assessed upon arrival. We cannot accept garments that show any signs of wear, washing, or alteration, including exposure to perfume or body products.

Faults

If your item arrives with a fault, please contact us within 48 hours of delivery. In accordance with New Zealand consumer law, we will arrange a repair, replacement, or refund where applicable.

For all return enquiries, please contact studio@oosteromofficial.com prior to sending your item.