SPAIN
In case of a size exchange or product return, please access our returns portal below. Two options are available:
1. REFUND: On our returns platform (called Rever), you need to select the items you want to return. The return shipping cost is €5, which will be automatically deducted from the refund amount. The return label will be sent by email, and you can schedule a pickup or drop-off at a delivery point. Once the product arrives at our premises, the refund will be processed via bank transfer. The refund will be issued within a maximum of 15 business days from the time we receive the returned package.
SIZE/COLOR EXCHANGE: To exchange a size or color, you need to return the previous order and place a new one on OS2O.com. This simplifies the logistics and speeds the refund process. If you want to compare two products at home (for example, if you are in the middle of two sizes), we recommend placing the order for the new size before requesting the return of the previous one.
2. RETURN DIRECTLY BY THE CUSTOMER: It is also possible to send or personally deliver the item (either by the customer or someone on their behalf) to any OS2O store for an exchange or return. To use this method, it is REQUIRED TO USE THE RETURNS PORTAL, selecting the option “Shipment at customer’s expense” . This way, the refund for the returned item will be processed within 15 days maximum.
CANARY ISLANDS, CEUTA AND MELILLA:
Due to customs procedures, returns from the Canary Islands, Ceuta and Melilla must always be processed through our returns portal and cannot be sent directly from the customer to our headquarters.
EUROPE
Refund: On our returns platform, you need to select the item you want to return. The return shipping cost is €15, which will be automatically deducted from the refund amount. The return label will be sent by email, and you can schedule a drop-off at a delivery point. Once our logistics center receives the product, the refund will be processed via bank transfer. The refund will be issued within a maximum of 15 business days from when we receive the returned package.
INTERNATIONAL (OUTSIDE EUROPE)
Refund: On our returns platform, you need to select the item you want to return. The return shipping cost is €25, which will be automatically deducted from the refund amount. The return label will be sent by email, and you can schedule a drop-off at a delivery point. Once our logistics center receives the product, the refund will be processed via bank transfer. The refund will be issued within a maximum of 15 business days from when we receive the returned package.
-----------------------------------------------------
Remember, the return period is 15 calendar days from the moment the product arrives to the customer. After this period, the refund is not possible. Also, the items must be returned in perfect condition and with the original tags.
For hygiene reasons, exchanges of underwear, socks, or cleaning products (like Nikwax), even if the packaging hasn’t been opened, are not accepted.
On the other hand, any damaged products must be reported within 5 days of receiving the goods.
You can find more information in our section frequently asked questions.
