Shipping and Return/Refund Policy
Right of withdrawal
In accordance with Article L221-18 of the French Consumer Code, you have 14 calendar days from the receipt of your order to exercise your right of withdrawal, without having to provide a reason.
To be eligible for a refund, the item must be:
- in its original condition,
- unused and undamaged,
- returned in its original packaging, along with all its accessories and documents.
Returns made after this period or that do not meet these conditions cannot be accepted.
Items not eligible for return
For hygiene, safety, and traceability reasons, certain products cannot be returned:
- Scented refills, oils, and essences where the seal has been broken or the bottle opened.
- Personalized or custom-made items (e.g., engraving, tinting, specific finish).
- Promotional products or final sale items marked as “non-refundable.”
Return procedure
Before shipping, please contact our customer service team with the following information:
- your order number,
- the product concerned,
- and the reason for the return (e.g., change of mind, exchange, defect).
You will then be provided with a return authorization number (RMA) and a return address.
No package should be returned without prior authorization.
The product must be carefully packed, protected, and returned in its original packaging. We recommend using a tracked or insured shipping method to prevent any loss or damage during transit.
Return shipping and refunds
Return shipping costs are the responsibility of the customer (except in the event of an error on our part or a defective product).
Original shipping costs are non-refundable.
Upon receipt and inspection of the product, the refund will be issued within a maximum of 14 days, via the same payment method used at the time of purchase.
In the event of a damaged product or visible signs of use, a deduction may be applied to the refund amount.
Exchange or store credit
If you prefer an exchange (different model, different fragrance) or store credit, simply mention it when submitting your return request.
When will I receive my order?
We will do our best to ship your order as quickly as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
The fragrance
What fragrances do you offer?
We offer a selection of refined home fragrances from a variety of scent families (floral, aromatic, oriental, amber, woody, spicy, fruity).
Each fragrance has been chosen to complement the design and enhance the symbolic dimension of the object.
How to choose my perfume?
Let yourself be guided by your emotions and by the room where you will place the object.
For a living room : woody, oriental, or aromatic notes.
For a bedroom : soft or floral fragrances.
For a workspace: fresh or meditative notes.
Precautionary advice
If consulting a doctor, keep the container or label available.
Keep out of reach of children.
Read all instructions carefully and follow them carefully.
Keep away from heat, hot surfaces, sparks, open flames and all other sources of ignition.
No smoking.
Avoid release to the environment.
IF IN EYES: Rinse cautiously with water for several minutes. Remove contact lenses, if present and easy to do. Continue rinsing.
If skin irritation or rash occurs: get medical advice/attention. If eye irritation persists: get medical advice/attention.
Collect spillage. Dispose of contents and container at an appropriate collection point in accordance with local regulations.
The fragrance may cause an allergic reaction and may cause eye irritation.
Harmful to aquatic life with long lasting effects.
The liquid and vapour are highly flammable.
Products
What makes Ostendo items unique?
Each creation is conceived as a statement piece, a link between you, your home, and your lifestyle.
Moving beyond traditional home fragrance, our objects combine materials, symbols, and scents to create an olfactory and decorative experience that is both personal and evocative.
Do you offer custom-made creations?
Yes. Our creative studio can design a personalized message, setting, or symbolism, in harmony with your story or your interior.
The object then becomes a unique narrative, crafted for you.
To do so, please feel free to contact us via our form.
Do the items require any special care?
No heavy maintenance:
- Wipe the bottle and decorative elements with a soft cloth.
- Replace the reeds when changing fragrances for optimal scent diffusion.
- Avoid prolonged exposure to direct sunlight to preserve the fragrance's intensity.
How can I contact you?
For any questions, collaborations, or special orders, you can write to us at hello@ostendo.fr or contact us via our contact form.
What materials do you use?
Bottle: glass
Decoration: painted steel (gold or colored depending on the model)
Sticks: black fiber
Cap: matte black aluminum
These materials have been selected for their expressive qualities and their ability to prolong the olfactory experience.
Are your diffusers rechargeable?
Yes. All our products are designed to last: simply replace the fragrance with a new compatible refill (200 ml or 500 ml depending on your needs and the capacity of your diffuser) and replace the reeds for optimal diffusion.
