Shipping, Returns & Refunds

Once your 50% deposit is confirmed, we order your products from UK retailers such as Boots, Sephora, Superdrug, Space NK and Cult Beauty, then ship them to you in Ethiopia.

Delivery within Ethiopia typically takes 1–2 weeks from deposit confirmation. Some products or destinations can take up to 3 weeks — we always confirm your estimated delivery date by email before you pay.

Delivery is available across Ethiopia. The delivery fee depends on your location and package weight, and it is confirmed with your final price before you pay anything.

You can cancel your order free of charge at any time before we purchase your products — just email us or message us on WhatsApp with your order reference.

Once we have bought your products from the UK retailer, the order can no longer be cancelled, because the items were sourced specifically for you. At that point the returns and refunds rules below apply.

Because every item is ordered on request just for you, we cannot accept returns for change of mind or if you simply no longer want the product.

We do accept returns within 7 days of delivery if the item arrives damaged, sealed packaging is broken before it reaches you, or we sent you the wrong product or shade. In these cases we arrange the return and cover any reasonable return costs.

For hygiene reasons, opened or used cosmetics, skincare and haircare products cannot be returned unless they are faulty.

If we cannot source your product, or the final UK price turns out to be different from what you approved, you receive a full refund — no exceptions.

If your order is cancelled or a return is approved under the rules above, we refund the product price to your original payment method (CBE or telebirr) within 5 business days of confirming the refund with you. Delivery fees are refunded when the issue is ours — damage, wrong item, or an order we could not fulfil.

To request a refund, contact us by email at osurbeauty@gmail.com, by phone, or on WhatsApp with your order reference.

If your product arrives damaged or leaking, contact us within 48 hours of delivery with your order reference and a photo of the damage.

We will either replace the product at no extra cost or issue a full refund for the damaged item, whichever you prefer.

If we deliver a product that is different from what you ordered — including the wrong shade, size or variant — tell us within 7 days of delivery with your order reference and a photo.

We source the correct item and deliver it to you at no additional cost, or refund you in full if you would rather have your money back.

Occasionally a retailer sells out or discontinues a product between your order and our purchase. If that happens, we contact you straight away.

You choose: we can source a close alternative you approve first, or refund you in full. You are never charged for a product we cannot deliver.

We collect only the information needed to fulfil your order: your name, contact details, delivery address, and order history. We use it to source, deliver and support your orders, and to send you order updates by email.

We do not sell your personal information. Payment is made directly to our CBE or telebirr accounts — we never see or store your bank PIN, password or full card details.

You can ask us to correct or delete your account and personal data at any time by emailing osurbeauty@gmail.com.

By placing an order you confirm that the products you request are for your personal use, that the delivery details you provide are accurate, and that you approve the final price and estimated delivery date we confirm before purchase.

Prices are set in Ethiopian Birr (ETB) and may change with UK retail prices and exchange rates — but your price is locked once you approve it and pay. We are not the manufacturer of the brands we source; product claims belong to those brands. All products are genuine and sealed as supplied by the UK retailer.

These terms are governed by the laws of Ethiopia. For any question about an order, contact us at osurbeauty@gmail.com, by phone, or on WhatsApp.