FAQ

SHOPPING

When will I receive my order?

We’ll work as fast as possible to make sure you receive your order in a timely manner. This will depend on your location. If you live in the Montreal, QC area we will call you to let you know if we will deliver your order personally. Orders outside of this area are subject to the terms and condition of the shipping company. We will process your order within 48 hours. Do not hesitate to email us if you have any questions about your order.

What is your Returns & Refunds Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition oris damagedfor reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@osmania.ca.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.If you need to exchange it for the same item, send us an email at: info@osmania.ca and send your item to: 5730 Royalmount Ave, Mount-Royal, QC, H4P 1K5, Canada.

Shipping

To return your product, you should mail your product to:

5730 Royalmount Ave, Mount-Royal, QC, H4P 1K5, Canada.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

I have a question about an item or my shopping experience what do I do?

Do not hesitate to contact us by email or telephone for any question regarding your shopping experience on our website. We are always available to answer your questions.

RUG CARE & CLEANING

How often should I vacuum clean my rug?

You should vacuum your rug at least once per week. Never let dust and other particles accumulate on the rug as they can damage the fibres and foundation. Do not vacuum clean the fine as they are more fragile.

I have spilled liquid on my rug or it has a stain what do I do?

If you spilled liquid or food or if your pet had an accident (regurgitated or urinated) on your rug, just use warm water to spot clean the area and call us for a pickup right away.

How often should I get my rug professionally cleaned?

You should have your rug professionally cleaned at least once every 2 years or more often if it gets stained, has pet odour or if your place is dusty and the rug is in a heavy traffic area..