Refund policy

At Ostrich, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may request a return within 7 days of receiving your order, subject to the conditions below.

1. Return Eligibility

To be eligible for a return:

The return request must be made within 7 days of receiving the order.

The product must be unused, unworn, and in its original condition.

The product must be returned with its original packaging, tags, accessories, and invoice/order details.

Shoes must not have been worn outdoors or show signs of use.

Products that are damaged after delivery due to customer misuse may not be accepted.

2. Wrong or Damaged Product

If you receive:

A wrong product

A damaged product

A defective product

A product different from what you ordered

Please contact us within 48 hours of delivery and provide clear photos or videos of the product and packaging.

After verification, we may offer a replacement or refund, depending on the situation.

3. Change of Mind / Size Issue

If you want to return a product because of a change of mind or size issue, the product must meet all return conditions.

Return shipping charges may apply in these cases.

For size exchanges, availability of the requested size is required. If the required size is unavailable, an alternative solution may be offered.

4. Non-Returnable Items

The following items may not be eligible for return:

Used or worn products

Products without original packaging or tags

Products damaged by the customer

Customized or Make to Order products

Products showing signs of washing, alteration, or misuse

Products returned after the 7-day return period

5. Refund Process

Once we receive and inspect the returned product, we will notify you whether your return has been approved.

If approved, the refund will be processed according to the payment method used for the order.

For Cash on Delivery (COD) orders, we may require the customer's bank/e-wallet details to process the refund.

Refund processing time may vary depending on the payment method and financial institution.

6. Return Shipping

If the return is due to a wrong, damaged, or defective product, Ostrich may cover the applicable return shipping cost after verification.

For returns due to change of mind, size issues, or customer preference, return shipping charges may be the customer's responsibility.

7. How to Request a Return

To request a return, please contact our customer support with:

Order number

Customer name

Reason for return

Photos/videos of the product, if applicable

Our team will review your request and provide the return instructions.

8. Important Note

Please do not send any product back without contacting us first. Returns sent without prior approval may not be accepted.

Ostrich reserves the right to reject a return if the product does not meet the conditions mentioned in this policy.

Contact Us

For return and refund requests, please contact our customer support through the contact details provided on our website.

Ostrich — Premium Quality, Trusted Service