WE VALUE YOUR PRIVACY! ALL ONNA PRODUCTS ARE DISCREETLY PACKAGED WITH NO DIRECT REFERENCE TO THE NATURE OF THE CONTENTS INSIDE.
All Onna orders are packed and dispatched within 3-4 working days (except weekends and public holidays). We will email you the tracking number of your package as soon as we send it out.
All shipping times are in working days!
We ship WORLDWIDE and dispatch all orders from Europe. Please take this into consideration when placing your order as estimated delivery time may vary depending on your location.
With standard shipping, the shipping times take about 6-21 days for EU destinations, 10-28 days for destinations outside the EU. Your order will be delivered by your national postal service. Depending on your local post office, you may be asked to pick up your order if they cannot reach you at home at the time of their first delivery attempt.
DELAYS MAY OCCUR WITH SHIPPING!
DHL Express shipping takes 1-3 working days within EU, 2-4 days to the US and Canada and up to 10 days to Australia. Your order will be delivered to your home by a courier. The courier will contact you before delivery, so you can discuss optimal delivery time.
Fedex Connect option takes 2-7 working days within the EU depending on destination, the US and Canada, and about 10 days to Australia.
DPD Germany, Austria, Slovakia and Poland takes 2- 4 working days
Shipping fees for standard shipping are 16-18 EUR for destinations outside Europe and 13 EUR for European destinations.
Shipping fees with DHL Express, DPD and Fedex vary depending on destination.
As a small business (we're growing but still pretty teeny tiny) we're currently limited in our ability to completely absorb postage fees.
Unfortunately we cannot guarantee that your package will arrive on time. Once we have shipped the item, and the customer has received confirmation of tracking and postage, Onna Lifestyle is no longer responsible. It is the customers responsibility to check the tracking link and when the tracking link shows the parcel has been deposited at local postal office or the DPD pick up station after unsuccessful delivery attempt, it is the responsibility of the customer to collect the package from there.
What happens when my parcel is returned to the sender (RTS)?
Unclaimed and returned orders are not eligible for a refund. If the parcel cannot be delivered due to the customer's error, or wrong address, if a customer fails to pay the required customs/import fees applicable to their country, fails to arrange delivery with the courier company, or fails to pick up the parcel from the collection point and the parcel is then returned to sender (RTS), it is the customer's responsibility to cover a re-shipping fee and any RTS fees. It is the customer's responsibility to make payment, provide the correct address, and collect their parcel from the collection point, if applicable.
If re-delivery fee is not covered you are not eligible for a refund. The above applies to orders that were returned as undeliverable because of wrong or incomplete address as well.
No refunds are available in the unforeseen circumstance that the item is delayed due to the postage system in your country and events like strikes, etc, that are beyond our control.
Onna is not accountable for damaged, lost or stolen packages. Due to the misfortune of your situation, we are happy to offer you a 30% discount off your next purchase. If your order has been lost or stolen, please contact us at firstname.lastname@example.org so we can escalate the issue to the postal services and rectify the situation.
If the parcel is visibly damaged, or if the consignee opens it in presence of the courier and finds out that the delivered goods are damaged or missing, the consignee has to draw up damage report together with the courier.
As a receiver of the package, you are liable for all import duties, customs and local sales taxes based on the country you are shipping to. Onna is not liable if your package is seized by local customs/tax authorities or returned due to your failure to comply with custom clearance procedures. We advise that you check your country’s local terms and conditions for importing foreign products before making any purchases. You will not be eligible for a refund if you fail to pay due custom charges, or fail to provide documents required for custom clearance.
If an order is returned to us (i.e. non-delivery due to customer failure to pay customs charges to the respective company or wrong address given to Onna Lifestyle by the customer), we will be happy re-ship the order provided that the customer completes payment for the additional shipping & handling charges.
As a customer, it is your responsibility to make sure your shipping address and your phone number are complete and correct, and that you can receive the order at this address.
Orders cannot be cancelled so please take time to tune into which pleasure wand or product you want when making your order.
If a damaged, torn, unwrapped and/or opened parcel is delivered via postal service, raise a warranty claim at the local post office immediately or refuse to accept the package.
All delivery times quoted to you are indicative only. To the extent permitted by law, we do not accept any liability whatsoever for delayed delivery caused by any third-party.
All shipping times exclude clearance/customs delays and any other delays caused in circumstances that are outside of our control.
Please note that all shipping time frames are from the date of dispatch, not the date that your order is made.
What are Pre-orders?
Pre-orders are advance purchases made on products that are scheduled to be shipped at a future date. They are a great way to guarantee that an item will not be sold out upon arrival to our warehouse. Each item available for pre-order will have its specific shipping date. These dates are not guaranteed and may change, but we will do our best to update our site with any changes.
If your order contains available items, as well as pre-order items, we will send all products at once. If you would like to receive the available items first in a separate package, please email us to arrange an additional shipping fee.
Cancellations of pre-order items are not permitted.