Last updated: 22 September 2026

This Shipping & Delivery Policy explains how and when orders placed on osmanly.com are prepared and delivered. It forms part of our Terms & Conditions. The website is operated by OSMANLY LTD, a private limited company registered in England & Wales (Company No. 17185875), registered office: Office 18653, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom (“OSMANLY”, “we”, “us”).

1. Handmade, made to order

Most of our pieces — including amber and stone prayer beads, engraved sterling silver jewellery, copper work, prayer rugs and heritage décor — are handcrafted by artisans in Türkiye and are made or finished individually after your order is placed. We do not hold large quantities of finished stock. Your order therefore passes through three stages:

  1. Crafting & preparation – the artisan makes, finishes or prepares your piece.
  2. Quality check & packing – each item is inspected and packed for international transit.
  3. Dispatch & delivery – your parcel is handed to our courier and shipped from Türkiye to your address.

2. Delivery time

Because of the handmade process, the estimated delivery time is 15–18 working days from the date we confirm your order. “Working days” means Monday to Friday, excluding public holidays in the United Kingdom and in Türkiye.

  • The delivery estimate shown on the product page or at checkout, and confirmed in your order confirmation email, is the delivery period agreed between you and us.
  • Personalised items (for example engraving, a custom name, custom size or custom colour) and large or multi-piece orders may need longer. If so, we will tell you before or when we confirm your order.
  • Delivery times are estimates. Periods around religious and public holidays (such as Ramadan and Eid) and peak seasons may add a few days, and delays can occur while a parcel is held by customs.

Your rights if delivery is late: if we do not deliver within the agreed period, you may give us a further reasonable period to deliver. If we still fail to deliver, or if delivery within the agreed period was essential and you told us so before ordering, you may cancel the order and receive a full refund for any goods not delivered, in line with the Consumer Rights Act 2015.

3. Where we deliver

We deliver to the United Kingdom and to most countries worldwide. The countries available are shown at checkout. We may decline or cancel an order for a destination we cannot serve reliably, in which case any payment will be refunded in full.

4. Shipping charges

Shipping charges, if any, are calculated and shown at checkout before you pay. Any free-shipping offer will be stated clearly on the site or at checkout together with its conditions.

5. Order tracking

When your order is dispatched we will email you a tracking number (where the service allows). Please allow up to 48 hours for tracking information to update. You can also view your order status in My Account.

6. Customs, import duties and taxes

All orders are shipped from Türkiye. Depending on your country, a parcel may be subject to import duties, import VAT/sales taxes and customs or courier handling fees.

  • Where such charges are collected by us at checkout, this will be shown clearly in your order total.
  • Where they are not collected at checkout, they are set and charged by the authorities of the destination country and are payable by the recipient on or before delivery. We have no control over these charges and cannot predict their amount; we recommend checking with your local customs office before ordering.
  • Please do not ask us to mark a parcel as a “gift” or to declare a lower value — we must complete customs declarations truthfully.
  • If a parcel is refused, or charges are not paid, and it is returned to us, we will refund the price of the goods once the parcel is back with us, less the original shipping cost and any return charges we incur, unless you were entitled to cancel under our Returns & Refunds Policy.

7. Delivery address and failed delivery

  • Please make sure your delivery address and phone number are complete and correct. If you notice a mistake, contact us as soon as possible. Once an order has been dispatched we may not be able to change the address.
  • If a parcel cannot be delivered because of an incorrect or incomplete address, or because it was not collected from the courier or post office within the courier’s holding period, it may be returned to us. We will then either re-send it at your cost or refund the price of the goods, less the shipping costs incurred.

8. Lost or damaged parcels

Your order is our responsibility until it is delivered to you or to a person or place you have nominated. If your parcel is lost in transit, or arrives damaged, please contact us — ideally within 7 days of delivery (or of the expected delivery date for a lost parcel), with your order number and photos of the parcel and item. We will arrange a replacement or a full refund. This does not affect your statutory rights.

9. Events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as natural disasters, extreme weather, strikes, pandemics, war or civil unrest, border closures, customs inspections or courier network disruption. We will let you know as soon as possible and take reasonable steps to minimise the delay. If the delay is substantial, you may cancel the undelivered part of your order for a full refund.

10. Contact

For any question about delivery, please contact us by email at info@osmanly.com or through the Contact section of our website, quoting your order number.

OSMANLY LTD · Registered in England & Wales · Company No. 17185875 · Verify on Companies House · View Certificate of Incorporation