FAQS
QUESTIONS
We hope we answered them with the FAQs below but If you still can't find what you're looking for feel free to get in touch.
DESIGN
How do you design your kits?
We hand-designed everything you see. Our kit embodies the essence of artistic craftsmanship, where each piece is meticulously crafted with attention to detail and a personal touch. Our designs showcase unique patterns, intricate embellishments, and creative flourishes that reflect our designer's vision and passion. Hand design allows for experimentation with textures, colors, and techniques that may not be achievable through mass production, resulting in one-of-a-kind kit that stands out for its individuality and artisanal quality. Each item tells a story of creativity and dedication to our craft.ORDERS
Do you ever put kits on sale?
We design and manufacture in small batches so we can keep a tight reign on quality and production. We also keep our prices quite affordable all year long. Consequentially we don't need to blow out all the excess stock at the end of the quarter but we do have flash sales from time to time.
What forms of payment do you accept?
Most major credit cards, PayPal, Amazon Pay, Apple Pay and Google Pay.
Shipping
Where do you ship to?
We ship just about everywhere.
Free shipping on U.S. orders $100+ and outside the U.S. $400+.
Flat $6.85 Domestic under $100 and weight based international shipping under $400.
Do you ship orders to the UK & EU? If so, how will orders be shipped?
Yes, we ship to the UK & EU. To get your order to you, we've partnered with Global-E and they will be the merchant of record for all orders to the UK and EU.
Do you ship orders to Australia? If so, how will orders be shipped?
Yes, we ship to Australia. To get your order to you, we've partnered with Global-E and they will be the merchant of record for all orders to Australia.
Do you ship orders to other countries?
Yes, we ship to most countries in the world. We've partnered with Global-E and they will be the merchant of record for all international orders.
How much does shipping cost?
Add items to your cart and enter your shipping address in the checkout to see what the shipping costs. We offer a variety of regular and priority services.
How long does shipping take?
We usually ship same day on orders before noon EST and never more than two days afterwards. In the U.S. it usually comes in less than a week. Please note any item that has a Preorder button will not be shipped same day. The Preorder button will inform you of the estimated ship date.
Is tracking available?
You will get a tracking number once your order ships.
- Tracking information will be sent once your order is processed
- We typically pack and ship packages the same day on orders before 12pm EST
My package says delivered but I didn't receive it?
- Sometimes carriers make a mistake and mark an item delivered or they deliver to your neighbor by mistake. Check your neighbors then give it a day or two, carriers usually rectify the issue within a day.
- Contact your local post office or mail carrier with the tracking number provided. Sometimes the package is undeliverable and is at the Post Office.
- Contact us at yo@ostroy.com and we can try to help further.
Returns & Exchanges
Please see our returns and exchange policy here
I want to exchange to a different size but it's not available?
We produce in small batches so this may come up. We can either offer you a refund or store credit with an incentive to wait for the exchange. If the product has been discontinued we will notify you of that.
How long does it take to process a return or exchange?
After the tracking says delivered to our warehouse it takes about 5-7 business days for our small team to process your return or exchange. For a refund it may take up to two weeks for the money to hit your account. For an exchange it may take up to two weeks from the time we received to when you receive the new exchanged product.
PRODUCTS
I'm not sure what size to order, can you help?
Our sized products include a fit guide and tips right on the product page. Pro-tip: You can find sizing help right below the price of the product. All measurements are presented in inches unless otherwise stated and taken as specified. If you still aren’t sure what size to order after consulting the fit guide you can always contact us for more guidance.
The item I want to purchase is sold out, will you restock it?
That depends. We always want to bring you something special so our products are made through small batch production. That being said, we might do multiple runs of a product. Or, we may choose to move on to something new. Sign up for our mailing list on the footer below and we will let you know whats coming first.
Do you offer a warranty?
We stand by our products and offer warranty on at fault issues. Please contact us at yo@ostroy.com and we can help further.
MANUFACTURING + SUPPLY CHAIN
Where is Ostroy kit made?
Mostly in Italy and the United States. We partnered with a 3rd generation family owned factory in Tuscany, Italy when we first started Ostroy. Most of our products are produced in Tuscany. Accessories like socks are produced in North Carolina, USA. We utilize smaller factories, enabling us to exert greater influence over production methods and fabric selections, and ensuring partnerships with companies that prioritize humane working conditions.