Customer care
We are a small team and we answer every message ourselves. Whatever the question — a stone, a size, a delivery, a return — email our customer care team and a person will reply.
We reply within 2 business days, Monday to Friday.
Please include your order number if you have one — it is in your confirmation email and starts with OSM-.
Partnerships & marketing
For collaborations, wholesale, press and marketing enquiries, email marketing@osmanthia.com. Please include a brief introduction and the details of your proposal.
What to write to us about
For orders, returns, product questions and privacy requests, use admin@osmanthia.com. For partnerships and marketing, use marketing@osmanthia.com.
| Your question is about | Please include | Typical reply |
|---|---|---|
| An order you have placed | Order number, and the tracking number if it has shipped | 1 business day |
| Sizing, or a resize request | Order number and your correct ring size (US or HK) | 1 business day |
| A return or exchange | Order number and which items you are returning | 1 business day |
| A stone, certificate or specification | The product name or SKU code | 2 business days |
| A privacy or data request | Subject line "Privacy Request", and the email address on your order | Within 30 days |
| Wholesale or partnership | Your company and market | 3 business days |
Before you write
These four pages answer most questions faster than we can:
- Shipping & Duties — how long delivery takes to your country, and who pays import duty
- Returns & Warranty — the 15-day window, free resizing, and the 12-month warranty
- Terms of Service — how our stones are described, and how pricing and currency work
- Privacy Policy — what we hold about you and how to have it deleted
Business details
We trade online only and do not operate a walk-in showroom. Please email the appropriate team using the addresses above so that there is a written record for both of us.
What we will never ask you for
We will never ask you by email for your full card number, your card security code, your password, or a payment to an account outside our checkout. If you receive a message claiming to be from us that asks for any of these, it is not from us — please report it to admin@osmanthia.com and delete it.