Zayna Kaftan in rose gold

Shipping

Every Ozel order is packed with care and shipped through trusted courier partners, so your piece reaches you safely and on time.

Delivery timeline: Most orders are delivered within approximately 1 week of purchase. During high-demand periods or transit delays, it may occasionally take a little longer — we'll keep you informed every step of the way.

Need it sooner? We're happy to prioritise your order. If your order is prepaid and the item is ready for dispatch, simply call or WhatsApp us at 7292929404 and we'll do our best to expedite your delivery.

Stay updated: The moment your order is dispatched, you'll receive a tracking link on both WhatsApp and email, so you always know exactly where your order is.

A small note: While we always ensure timely dispatch from our end, rare delays can occur due to courier partner constraints (capacity limits, strikes, waterlogging, or other unforeseen disruptions). These are beyond our control, and we appreciate your patience — though Ozel cannot be held liable for such delays, we'll always help you track and follow up on your order.

Order Cancellation

Changed your mind? No problem — we keep it simple.

• You can cancel your order within 24 hours of placing it. Just email us at contact@ozelbirsey.in or reply to your order confirmation message on WhatsApp.
• You may also submit a cancellation request through the Contact Us form on our website.
• Once your order has been dispatched, cancellation is no longer possible — but our exchange policy has you covered (see below).

Exchange & Replacement

We want you to absolutely love what you ordered. If something isn't quite right, here's how we make it easy:

• 7-day exchange window: Raise your exchange or replacement request within 7 days of receiving your item.
• Condition: Items should be unused, unworn, and returned with the original tags and packaging intact — this helps us ensure every customer receives their piece in perfect condition.
• One-time exchange: Each order is eligible for one exchange (size or style, subject to availability).
• How to request: The fastest way is our self-serve return portal — www.ozelbirsey.in/apps/return_prime — where you can raise your request in under a minute. Prefer to talk to us? Message us on WhatsApp at wa.link/rod26n or write to contact@ozelbirsey.in — our team will guide you through it personally.
• Doorstep pickup: We arrange a convenient reverse pickup right from your doorstep — no courier office visits needed. Damaged or defective item? Pickup is completely free — we'll never charge you for our error. For size or style exchanges, a nominal ₹200 pickup charge applies toward the reverse courier cost.

Please note: Items purchased with store credit or gift cards are final sale and not eligible for return or exchange. Store credit and gift card credit cannot be combined with other promotional offers or discounts.

Refunds

We've designed our refund policy to be fair and transparent:

• Lost in transit? If your order is lost in transit, you'll receive a full refund to your original payment method, reflecting in your account within 3–5 business days.
• Approved returns: All other approved returns are settled via Ozel store credit, issued within 5–7 business days after the item passes our quality check — so you can choose something you'll truly love.
• Our mistake? We'll make it right. If you receive a missing, defective, or incorrectly shipped item, raise it via our return portal or WhatsApp, and store credit will be processed for you promptly — with free reverse pickup.

To keep things fair for everyone, Ozel reserves the right to decline returns where items are found to be used, damaged, or not meeting the return conditions above.

Questions? We're a message away. Call or WhatsApp 7292929404, or email contact@ozelbirsey.in — we're always happy to help.

At Ozel, we are delighted to ship our products worldwide, bringing our craftsmanship to your doorstep—wherever you are.

✈️ Shipping Destinations

We currently ship to most countries across North America, Europe, the Middle East, Asia, and Australia. If your country is not available at checkout, please reach out to our support team for assistance.

⏱ Processing Time

All international orders are processed within 2–5 business days after order confirmation. Customized or made-to-order products may require additional time, which will be communicated on the product page.

🚚 Shipping Time

Delivery timelines vary based on location:

• USA & Canada: 5–10 business days
• UK & Europe: 5–10 business days
• Middle East: 4–8 business days
• Rest of the World: 7–12 business days

Please note that delays may occur due to customs processing or unforeseen circumstances.

💸 Shipping Charges

Shipping fees are calculated at checkout based on your location and order weight. 

🛃 Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, or local charges, which are determined by your country’s regulations.

• These charges are not included in the product or shipping cost.
• The customer is responsible for paying any applicable duties or taxes upon delivery.

📦 Order Tracking

Once your order is shipped, you will receive a tracking link via email/WhatsApp to monitor your shipment in real-time.

❗ Delivery Issues

• If your package is delayed, held at customs, or marked as delivered but not received, please contact us within 48 hours.
• Ozel is not responsible for delays caused by customs or incorrect shipping details provided by the customer.

🔁 Returns & Exchanges (International Orders)

• We currently do not accept returns or exchanges on international orders unless the product arrives damaged or defective.
• In such cases, please contact us within 48 hours of delivery with images and details.

📞 Contact Us

For any international shipping queries, feel free to reach out:

• Email: contact@ozelbirsey.in
• WhatsApp: +91-7292929404
• For US customers - +12404403601