Frequently asked questions
Customer services
How do i get in touch with customer service
If you need to get in contact with customer service, the best way is to email contact@ostavitrag.shop. Our customer service department, however, only operates Monday–Friday, 9am–5pm PST, so please allow time for responses.
when will my favorite piece get restocked
Restocks are not guaranteed. Some items will never be restocked, and some will. If you would like to express your desire for a restock, social media is the best way to do so.
i cant find a piece of clothing on your store. Where is it
Some items advertised on Instagram or other social media have been taken down from the store and are no longer available for purchase online. This may be the case with the item you're looking for. Although it is no longer available through the online store, it may still be for sale in person, perhaps at one of our pop-ups or events.
Online ordering
What is "made to order"
If you are purchasing or have purchased a "made-to-order" item, please allow an additional 2–8 days for the product to be shipped. Made-to-order products are produced after an order has been placed. We do this to ensure full customizability, as each item is made specifically to your size; to minimize waste, as we do not need to keep excess stock; and to ensure that our made-to-order products are always available.
how do i know if my order was received on your end
After a completed order, a confirmation email will be sent to the registered email address within 24 hours. If you have entered an incorrect email address, please contact our customer support at contact@ostavitrag.shop, and we will help resolve the issue.
what if I can't find my confirmation email
If you cannot find your confirmation email, check your spam folder first. If you still cannot find it, consider whether you may have entered an incorrect email address, and contact our customer support at contact@ostavitrag.shop.
How do I cancel an order
If you wish to cancel an order, contacting our customer support is the best first step. Emailing us with your order number included makes the process easier and smoother. Once an order has shipped, however, you will need to wait for the item to arrive before requesting a return and refund.
Can I modify my order
We are currently unable to modify orders. If you have ordered the wrong product, please refer to the cancellation guide above.
Care, Size, and Fit
How do i care for my items
Care instructions for each item can be found on the product page. If you are caring for a product that is no longer on the website and does not have a care tag, the general advice for all Ostavi Trag items is to handle with care, wash on a gentle cycle, and avoid high heat when drying.
How do I find my size
Sizing guides are included on every product page.
Where can i find item measurements
Item measurements are included on every product page
what is nylon
Nylon is a fabric similar to polyester in that it dries fast and is very comfortable. Nylon, however, carries more weight and structure than polyester, making it perfect for board shorts.
Shipping and Delivery
Can I change my shipping address
Yes, you can change your shipping address. Although after it is shipped, there is nothing we can do. To change your address, contact customer support as quickly as possible.
Does Ostavi Trag have international shipping
Yes, we do; however, it will take longer than domestic shipping.
What shipping carriers do you use
We ship orders using FedEx, DHL, and UPS.
Where do you ship from
We currently ship from our warehouse located in Venice Beach, California
how much does shipping cost
Shipping fees will vary from product to product and region to region. For some items, the shipping is free.
When should I expect shipping confirmation
We aim to ship items within 3 days of order confirmation. If you have not received a shipping confirmation after 3 days, please contact customer support, and we will look into the delay.
Why can't I find my shipping confirmation
Shipping confirmation is sent via email to the address registered with the order. If you have not received an order confirmation email or a shipping confirmation email, you may have entered an incorrect email address and will need to contact customer support to resolve the issue. If that is the case, please keep in mind that we aim to ship orders within 3 days of order confirmation, so if you are still within that window, your order has most likely not yet shipped. If 3 days have passed and you have not received a shipping confirmation, please contact customer support.
how can i track my order
To track your order, you will need to go to your shipping confirmation email and use the tracking number and instructions contained within it.
What is the expected shipping time
Once the item is en route, domestic packages take anywhere from 1–5 days to arrive, while international packages take 2–9 days.
Why is my order missing items
If you have received a package missing items you have ordered please contact customer service to sort the issue out
Returns
How do I make a return
To start a return, email contact@ostavitrag.shop with your order number and reason for return. We will take it from there.
What are the rules on returns
You can find the return policies in the terms and policies section at the bottom of the page
Can i return an international order
Yes, you can. See the above on how to start the return process
Mailing list
How do I stay informed
To join our email list and get first updates on drops and discounts, you can go to the home page and input your email address at the bottom
how do i opt out of your list
At the bottom of every email, there is an opt-out button.