Frequently Asked Questions

 Tel: 877-45-44-33
E-Mail: shop@store.uk

 20 Margaret St, London
Great Britain, 3NM98-LK

 Free standard shipping
on all orders in New York

 Support forum provide
for over 24h, every day.

General Information

When will my order arrive?

Order Fulfilment

Most orders are shipped usually within 24 hours to 5 days from payment.

Made to order items would take 3-7 days before they get shipped.

Once shipped, you'll receive a confirmation email that includes a tracking number(s) for your order.

Standard Shipping

  • Most of the countries: 7-21 business days
  • Remote areas and some PO Boxes: 14-45 business days. 

Express Shipping

  • Most of the countries: 3-5 business days
  • Remote areas and some PO Boxes: 5-15 business days.

Im not satisfied with my purchase, can i return it?

We want you to be happy with our great item! If you're not, you may return the item within 14 days for your money back.

Once the item is received back in it's original condition and packaging, you will be refunded your original purchase price with postage. and we also will bear half return postage for you ,If you have any questions or if you wish to return please contact us via messages first 

NOTE: Custom orders are not refundable. Those with engravings and personalization

Do you create all your products?

Yes and No. We carefully pick the designs for our products but we outsourced the production of our items to great artisans who have more than 10 years of experience in the industry. In a business, to be the best, you have to hire the best.

Most of the products you see in our store are crafted from our partner's studio.

However, in order to provide the best line of handmade products, we have partnered with small businesses to sell their items in our store. So don't be surprised if your packaged comes with a different package other than from Odessie.

Your office is located in New Zealand, do we expect our items to come from this location?

Although our main market is New Zealand, we don’t keep much inventory here and the main reason is import and shipping cost. Sure, we can order items and keep them in NZ however any additional costs we incur will have to be transferred to the customers and we don’t want that. We don’t inflate or prices just so we can claim it’s Made in NZ when it’s not.

In order to provide a competitive price, we have to keep this cost down that is why we ship our items straight from our manufacturer’s studio overseas. Besides, shipping around the world and into New Zealand from the studio is way lower rather than if shipped directly from Auckland.

How do I pay?

We accept major credits cards and debit cards (Visa, Mastercard, Discover, AMEX). We also accept Paypal.

How do I know my payment is secure?

We make every effort to ensure that all transactions are secure and safe. We use the industry standard encryption protocol (SSL) to safeguard all of your personal information. Your information cannot be accessed by any unauthorised individual.

All payments and exchanges are dealt directly by our payment processors.

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When will my order arrive?

Order Fulfilment

Most orders are shipped usually within 24 hours to 5 days from payment.

Made to order items would take 3-7 days before they get shipped.

Once shipped, you'll receive a confirmation email that includes a tracking number(s) for your order.

 

Standard Shipping

  • Most of the countries: 7-21 business days
  • Remote areas and some PO Boxes: 14-45 business days. 

 

Express Shipping

  • Most of the countries: 3-5 business days
  • Remote areas and some PO Boxes: 5-15 business days.

Why have I not received my item?

There maybe possible reasons for this. Some of this may include order is still pending a credit approval and verification, the product went out of stock, and sometimes (depending on the country), products may get stuck at the customs for inspection but rest assured that they will arrived you soon.

If you need more information about your order status, please send us an email at support@odessie.com or fill our contact form.

What time are deliveries made?

Products are delivered usually during business hours and depends on the local postal system.

What if no one is at home to receive my item?

Most of our items are usually left in the postbox if they are big enough for the item. If not, they will be left in the front door or front porch. Sometimes, the postman will leave a note informing of the missed delivery and further instructions are made (depending on the country).

Where do your products come from?

In order to provide the best price on our store, our products gets shipped directly from our suppliers warehouse in Europe, USA, and Asia using a range of international based couriers.

I ordered several items, only one arrived. Where is the rest?

Do not worry! The rest of your orders are on its way. We ship from different locations worldwide and sometimes multiple orders are shipped in different packages.

Sometimes, the items are shipped individually so that even if some items aren't available it won't hold up the entire order and you receive every item as soon as possible.

What do I do if I filled in the wrong address?

As much as possible, please check your delivery address when place an order.

But sometimes, this can't be avoided. If this happens, please reach out to us immediately regarding the error.

Please email us your full correct address along with your order number and we would update it for you.

Please note that we have a 2 hour change of order policy.

Do you offer protection to customers?

Yes! We offer Buyer Protection to everyone who shops on Odessie and will receive the following guarantees:

  1. Full Refund: if your order does not arrive within the delivery time promised

  2. Full or partial refund: if your item is significantly different from the description/image, you can:
  • Return it and get a full refund; or
  • Get a partial refund and keep the item.

Im not satisfied with my item, can I return it?

We want you to be happy with our great item! If you're not, you may return the item within 14 days for your money back.

Once the item is received back in it's original condition and packaging, you will be refunded your original purchase price with postage. and we also will bear half return postage for you ,If you have any questions or if you wish to return please contact us via messages first 

NOTE: Custom orders are not refundable. Those with engravings and personalization

What are the conditions for returning an item?

All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:  


  • Exclusions to refunds apply to promotional (free) items. 
  • Request(s) for returns are accepted within 30 working days from delivery.

    All items must be returned in their delivered state, along with all of its parts and tags. 

  • Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.

  • The return fee will be solely be rendered by the buyer 

  • Cancellation of items/orders may be made prior to the shipment of orders and the management reserves the right to refuse any cancellations made after the Change of Mind Time Frame 

  • The customer is entitled to a re-shipment if they do not receive the product within 50 working days from the date of shipping. 

  • The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm 

  • The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund. 

  • Any change of addresses are subjected to the management’s approval and orders that are shipped/completed are strictly non-editable.

Will you refund me the shipping costs?

Depending on the item and reason, refunds are available to those who qualify, but most of the time the buyer has to pay for the return shipping costs.

What if I receive a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to either refund or reship you a replacement item.

What do I do if do not receive my item?

Shipping may take anywhere between 7-20 business days or even longer, depending on your location and the opening hours of your local post office. Sometimes things may get stuck at customs for inspection but rest assured that they will reach you very soon! 

Note: The Item Guarantee Period lasts 50 business days and the buyer is eligible for a reshipment of order made should they have yet to receive anything by then 

To find out more about your order status please contact our customer support at support@mykeister.com, fill in our contact form.

How long does it take to refund my money?

We aim to process refunds within 7 working days from when we receive your return. Once we’ve received it, we’ll authorise the payment provider you used to pay with to release the money back into your account. How long your payment provider takes to release the money will depend on their own terms and conditions.

Purchases made through PayPal will be refunded to your PayPal account.

Can I cancel my order?

If you want to cancel your order please send an email to support@mykeister.comcom or use our contact form. Please put on the subject of the email "Cancellation of order" so that we can spot the enquiry immediately and prioritize it. 

Note: All orders are only eligible for change/cancelation within 2 hours of order confirmation. 

Once the order is successfully cancelled, we aim to process the refund within 7 working days from when we receive your return. Once we’ve received it, we’ll authorise the payment provider you used to pay with to release the money back into your account. How long your payment provider takes to release the money will depend on their own terms and conditions.

It's been seven days and i still have not received my refund, where is my money?

If you still have not received your refund after 7 days, please contact us at support@odessie.comand we will sort it out for you.

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200PRODUCTS
900HAPPY CUSTOMERS
2YEAR OF DEVELOPING
5000ANSWERED QUESTIONS