Can my order be returned from a country different to the one where I received it?
While we try to do every effort to stretch as far as we can, sometimes it is not possible. Only returns within the same country of original delivery are subject to get approved for the return process.
Is my package insured?
While we try to make sure that all items get delivered, errors may occur. All goods sent out by OSTRICHPILLOW® are insured against damages and loss until they reach their destination. Once delivered, responsibility is fully yours.
Will I need to pay for Custom Duties when receiving my order?
All prices are stated inclusive of all applicable taxes for deliveries within the United States, Canada, Switzerland, Norway and the European Union; and exclusive of all applicable taxes for deliveries in the rest of the world. When imposed by country of delivery, all customs duties, fees, and other import tariffs shall be borne by the customer. We invite you to contact custom authorities in your country or area for cost details.
What payment methods do you accept?
We accept Credit and Debit payments from almost everywhere in the world through Stripe. Also supporting Apple Pay, Android Pay, Giropay, Alipay, Bitcoin, and more. PayPal is a safe and easy payment method as well, which does not reveal any bank account, credit or debit card information at any moment of the purchasing process.
Is it safe to place an order in OSTRICHPILLOW®?
Yes. Actually it is so safe that all information provided by you is strictly confidential and is treated in accordance with consumer and data protection legislation. We only process contact information automatically through the super safe Shopify database, and never have access to any financial information whatsoever.
Do I need to create an account to place my order?
You surely do not need to create an account in OSTRICHPILLOW® to enjoy the pleasures of a complete experience. You are welcome to just place your order as a guest, we will be happy to assist you during your visit.
How much is the shipping cost to my country? How soon will I receive my order?
You may find a complete list of the countries where we deliver, including types of service and estimated times of arrival, here. If your area does not appear, please double-check your shipping location is correct at the top bar of the website.
I placed my order and I would like to change my shipping address.
We want to offer you the best service possible, but some things escape from our hands. Once your order shows up as ‘Processed’, unfortunately no changes are admitted. Order must follow its regular route and you will be able to request a return by completing this form. Please note return and original shipping costs will be at customer’s expense.
I received damaged goods. What do I do?
In the unlikely event the OSTRICHPILLOW® you received is found to be defective or damaged, we do apologize! Of course, you may request a replacement of the item to us within 48 hours of receipt. You will have to request the authorization for the exchange by filling up this form online. Requests made through ways other than the official fill-out form or without an authorization, may be refused. Once approved, you will receive an email with all steps to follow. Photographic proof of the damage will be mandatory.
Does my OSTRICHPILLOW® come with a warranty?
Studio Banana LLC, trading as OSTRICHPILLOW®, warrants its products to be free from defects in workmanship and materials at the point of sale. Subject to this product being used in accordance with its instructions for use, the product shall continue to be free from defects, for a period of two (2) years from the date of original purchase. To find out more, go here.