Customer FAQ – Frequently Asked Questions:

Still have questions? Before contacting us you might want to look through the questions and answers in this section.


What makes you different from your competitors?

We are a creative forward thinking fashion and life style company. We incorporate beautiful African print into quality modern apparel with life style products. Our customers cut across gender and continent. Our products are liked and worn by all (Africans, Americans, Europeans, Asians etc). We source and create our products with quality, style and durability in mind. Since our products are uniquely designed, they are not available in shops or anywhere else

From where do you operate?

 Our headquarters of operations is based in United Kingdom


How can I place orders?

 On the product page of the product you want to purchase, click on your correct size and/or colour. ** Please pay attention to the size chart on the product page. Then Click add to Cart and continue shopping if you intend to purchase more products.

Once you have finished adding to Cart, click proceed to check out

At the check out page, fill in all your details correctly. Be mindful of your correct address and Zip/Post Code.  Click continue to payment

Which method of ordering is best for me?

  If you are only purchasing 1 product, it may be best to click buy it now on the product page and follow the instructions

 Do you offer wholesale?

We aren't currently offering wholesale at this time, however, you can email us at contact@osenoir.com to be considered if we do offer some items for wholesale.

Can I cancel my order?
You are able to cancel your order within 6-12 hours of your order. Since we work hard to process your order quickly, if the order has already been processed, please use our easy return system to get a full refund.

I have entered an incorrect address what do I do now?
If you have miss spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at contact@osenoir.com. Within 12 hours. If the given address is wrong we can change the address to the correct one. No refund will be given after the 12 hours of incorrect submission.


Where are your packages shipped from?

Our headquarters is in the United Kingdom. However to better serve our customers we have various fulfillment centers globally

Do you ship packages internationally?

 We ship internationally. However at the moment we do not ship to Africa

How long does it take to ship out my order and how long does delivery take?

We try our best to ship items as fast as we can. For most of our products we use DHL and other track-able shipping services.

Due to COVID-19, orders will be processed and shipped out within 3-5 business days. However for Print on demand products  please allow  5-7 days of production time to ship as care is taken to make your product perfect.

After Covid-19 we hope to ship non-print on demand products within 1-2 business days unless it's a pre-order.

Delivery/average shipping times depends on your location and shipping method. It can take 4-8 business days within the U.S and 2-3 weeks outside the U.S. For more info about our shipping please visit the individual product page and our shipping policy.

Tracking numbers will be updated 3-5 days after your order has been SHIPPED. If you don't have a tracking number after 7 business please email us at contact@osenoir.com.

What does “In-transit” mean for Post tracking?

 “In-transit” means that we have dispatched the goods, and that they are travelling to the destination postal dispatch centre or post office, where a local driver or delivery person will be picking them up.

What does “No Events Found” mean for Post tracking?

This  can sometimes happen and it means that some packages show nothing on the tracking number lookup until they get to the destination post office or postal centre near the delivery point.

For additional details on returns and exchanges, visit our SHIPPING POLICY PAGE.


Do you allow Returns and Exchanges?

We offer a 100 % money back guarantee if the product is defective or damaged. We also allow the return of unworn and unwashed items if we receive them within 21 days after it was delivered to you.  You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase excluding postage. Please Include your name, order number and details of purchase on the returned parcels.
Please note: If you your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Please note: We do not allow returns or refunds for print on demand and personalised products.

We  do not do exchanges.  If you change your mind on a purchase, return your item for a refund and then purchase your current choice.

For additional details on returns and exchanges, visit our REFUND POLICY PAGE.


In what currency are the prices? 

All prices are in USD.However you can always purchase with your local currency as our main payment gateway is Paypal which easily converts your currency.

 What is the cost of my order?

The total cost of your order is the sum of all the cost of products purchased. This will be well itemised in your check out and payment page.

How can I obtain a receipt about payments I have made?

 Immediately your transaction is completed, an email with your receipt of purchase is sent to your provided email. So please make sure you provide your active correct email.

What payment methods do you accept?

 We accept major credit and debit cards. However our preferred mode of payment is Paypal


 What is the quality of your product?

 Since we are a brand we are very particular about our quality and our customers satisfaction. We source and create our products with quality, style and durability in mind.

Are your items true to size?

Yes, our items typically run true to size.  Please use  each product page size guide to choose your size. Please endeavour to follow the measurements on the product page for your guide.

Do you restock sold out items?

We are always updating our inventory with new styles and occasional may restock sold out items. If you are interested in purchasing an item that's currently unavailable, please contact us at contact@osenoir.com and we will advise you if an item will be restocked or discontinued. If the item will be restocked we'll provide you with the estimated arrival time frame.

Do you restock limited print items?

Once our limited print items are out of stock, they will not be reproduced unless there is a high request. So, make sure to get it before it’s sold out!


Do you offer loyalty points or reward points, gift certificates, etc.?

 Yes we offer rewards and loyalty points to our loyal customers. These can be in the form of vouchers, gift certificates, products, better rates in sales etc.  So we encourage you to join the mailing list as well as register for the reward system.

 How quickly do you respond to emails? Do you have weekend hours?

We generally respond within 24-36 hrs during our regular office hours which are Monday- Friday, 9am-5pm GMT. Customer Service is currently not available on Saturdays and Sundays.

I have a question that wasn't answered, can you please help?

Absolutely! We are here to help you make the right decision! Please send us an email to contact@osenoir.com and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.