Frequently Asked Questions (FAQ)
1. Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay. All payments are processed through secure, PCI DSS–compliant payment service providers.
2. In which currency are payments processed?
All prices and transactions are processed in Australian Dollars (AUD).
3. When will my payment be charged?
Payment is processed immediately at checkout when your order is placed. Once payment is successful, you will receive an order confirmation email.
4. Do you charge additional payment or processing fees?
No. We do not apply any additional processing fees, service fees, or surcharges beyond the total amount shown at checkout.
5. How long does order processing take?
Orders are processed within 1–3 business days, Monday to Friday, excluding public holidays.
Orders placed before 6:00 pm (Australian Eastern Time) are considered received on the same business day.
Orders placed after 6:00 pm are considered received on the next business day.
Processing time refers to the preparation of your order and is separate from the shipping transit time.
6. How long does delivery take within Australia?
The total delivery timeframe consists of order processing and transit time.
Processing time: 1–3 business days
Transit time: 5–8 business days
Estimated total delivery timeframe: 6–11 business days
Delivery timeframes are estimates and not guaranteed. Delays caused by carriers, customs clearance, weather conditions, or logistical disruptions may occur and are outside of our control.
7. Do you ship outside Australia?
No. At this time, we deliver to Australian addresses only. Orders with delivery addresses outside Australia cannot be completed.
8. Where are orders shipped from?
Orders are shipped from our international fulfilment centres.
Depending on product availability, shipments may originate from overseas fulfilment partners.
9. Will I receive tracking information?
All orders include tracking.
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
Tracking updates may take 24–48 hours to appear after dispatch.
Order status can also be checked using the order tracking page with your order number and email address.
10. What is your return period?
You may request a return within 30 calendar days from the confirmed delivery date. Returned items must meet the return conditions outlined in our Return & Refund Policy.
11. Who pays for return shipping?
For standard returns, customers are responsible for return shipping costs.
Return shipping costs vary depending on the carrier and package weight.
Customers are responsible for ensuring that the return shipment is properly packaged and includes valid tracking information.
We strongly recommend using a tracked shipping method. If a return shipment cannot be tracked or is not received at the return address, we may be unable to process a refund.
If an item is faulty, damaged, or incorrect, QJ Global Group LLC, trading as Osairo will cover the return shipping costs or provide a replacement at no additional charge, in accordance with Australian Consumer Law.
Business information
Brand Name: Osairo
Owned and Operated By: QJ Global Group LLC
D-U-N-S-Number: 144915376
Address:
1201 North Market Street
Suite 111
Wilmington, DE 19801
United States
Contact details
Email: support@osairo.com
Phone: +61 480 008 214
Customer service
Support hours: Monday to Friday, 8:00 am – 5:00 pm (Australian Eastern Time)
We aim to respond within 24 hours.