Shipping, Returns, &Customer Policies

A delivery is considered “failed” when the shipping carrier is unable to complete delivery and the package is returned to us.

If the failed delivery occurs due to customer‑related reasons, including but not limited to:

• Incorrect or incomplete shipping address

• Failure to pick up the package from the carrier or pickup location

• Refusal to accept the package

• Refusal to pay required taxes such as VAT, import duties, or customs fees mandated by the destination country’s customs agency

then no refund or cancellation will be issued, as the order could not be delivered due to circumstances outside of our control.

If the failed delivery occurs due to a carrier error or a reason not caused by the customer, we will issue a full refund, including the product cost and the original shipping fee, once the package is returned to our facility.

To avoid delays or additional costs, please ensure your shipping address is accurate and that you are prepared to receive or retrieve your package, including completing any required customs payments.

Customers are responsible for providing a complete and accurate shipping address at checkout, including apartment or suite numbers when applicable. OoshTush is not responsible for delivery failures caused by incorrect, incomplete, or insufficient address information. Orders that cannot be delivered for these reasons are not eligible for cancellation or refund.

Once payment is successfully completed, your order is immediately sent to our fulfillment center for processing. Because of this, we are unable to change or update the shipping address after checkout.

You may attempt to contact the shipping carrier directly to request an address correction or rerouting; however, approval is not guaranteed and is entirely at the carrier’s discretion. If rerouting is not possible, please arrange for someone at the originally provided address to receive the package on your behalf.

To avoid delays, failed deliveries, and additional fees, please double‑check your address before completing your order.

Once your order has been successfully paid, we are unable to change or update the shipping address, as processing begins immediately at our fulfillment center. You may attempt to contact the shipping carrier directly to request an address adjustment, but approval is not guaranteed and is entirely at the carrier’s discretion.

If the carrier cannot reroute the package, please arrange for someone at the originally provided address to receive the order on your behalf.

We offer a 14‑day return window, which means you have 14 days from the date of delivery to request a return. Requests made after this period are not eligible, as products may have been exposed to conditions beyond our control that could affect their quality.

Because all returns must be shipped back to our fulfillment center in South Korea, which can be costly and inconvenient, we kindly ask customers to make their selections carefully before purchasing. Our return policy is not intended for change‑of‑mind situations, personal preference, or simply not liking a product. Returns are reserved for unopened, unused items that remain in their original condition.

(Refunds for damaged or defective items are handled separately under Damaged Orders, not through this return policy.)

If you choose to return your item(s), please note:

• Return shipping costs to our fulfillment center in South Korea are the customer’s responsibility

• Original shipping fees are non‑refundable

• A $25+ USD restocking/processing fee will apply

To be eligible for a return, the item must be:

• In the same condition as received

• Unopened, unused, unworn

• With all original tags and packaging intact

Once we receive and inspect your returned item(s), we will process your refund promptly.

How to Request a Return

Please email tush@ooshtush.com with:

• Your order number

• Your full name

• A photo of the item you wish to return

We will provide the return address and next steps.

Customs Clearance Timeline

Customs processing typically takes 1–3 business days, but this may vary depending on shipment volume and your country’s customs procedures. Delays caused by customs are outside of our control.

North America (United States & Canada)

Customers in North America have not been required to pay additional taxes, duties, or import fees upon delivery based on our shipping experience. Orders to the United States and Canada generally arrive without extra charges.

European Union & United Kingdom

For most EU countries and the United Kingdom (excluding Spain), customers have not been asked to pay additional taxes, duties, or import fees upon delivery. Customs rules vary by country and may change at any time.

Spain: Some customers in Spain may be required to pay additional taxes, duties, or import fees depending on local customs procedures.

Australia, New Zealand & Asia

Customers in Australia, New Zealand, and most Asian countries have not been asked to pay additional taxes, duties, or import fees upon delivery based on our shipping experience. Local customs policies may vary by country.

Middle East

Customers in Middle Eastern countries have occasionally been asked to pay VAT, typically collected by Aramex on behalf of local authorities. This does not occur for every shipment, and the requirement varies by country and by local customs procedures.

Other International Destinations

For all other countries, customers may be required to pay additional taxes, duties, or import fees directly to their national customs authority. These charges are not included in the product price and vary by region.

This includes, but is not limited to:

• Non‑EU European countries

• Latin America and Africa

Carriers such as Aramex may collect these fees on behalf of local authorities.

Delivery Disclaimer

We are not responsible for failed deliveries resulting from a customer’s failure to comply with customs requirements, including refusal to pay additional taxes, duties, or import fees. In such cases, no cancellations or refunds will be issued, as the order cannot be delivered without completing the required customs procedures.

You will receive a delivery confirmation email with your tracking number within 1–3 business days after placing your order.

How to Track Your Order

1. Open your Order Summary email.

2. Click the Tracking Number to view real‑time updates.

If the tracking number is not clickable, copy it and paste it into the carrier’s tracking page.

Carriers

Korea Post, Aramex, Deutsche Post, New Zealand Post, Hongkong Post, India Post, Israel Post, La Poste, and each country’s national postal service.