Onna FAQ – Everything You Need to Know | Onna Lifestyle

Each of our crystals and gemstone pleasure wands is unique, with its own shape, purity, colour, and pattern. These natural stones may vary, but there are no imperfections or faults—each piece simply tells its own story. Because of this, every Onna product is special and one-of-a-kind.

No two Onna stone wands are exactly alike. The variations you see are due to the natural formation of the gemstones. Small imperfections, such as slight color variations, bubbles, or natural inclusions, are normal and actually add to the uniqueness of the piece.

In gemology, an inclusion refers to a characteristic enclosed within a gemstone, like lines, discoloration, or even "cracks." These inclusions are often considered a sign of authenticity and individuality. Even the finest gemstones can have these natural inclusions, which are akin to fingerprints, giving each piece its own personality.

For our glass toys, each item is handblown by skilled artists, meaning no two pieces are the same. You may notice minor size differences and subtle variations in design, all contributing to the unique nature of your purchase.

While we do our best to showcase our products clearly, please understand that we cannot take responsibility if you’re not satisfied with the colour, shade, or pattern of your item. Every piece is special, just like you!

We carefully inspect each toy for quality before shipping it to ensure it meets our high standards. The lines or bubbles you may notice are natural gemstone inclusions, which are perfectly normal. These small imperfections occur naturally as the gemstone forms and are part of what makes each piece unique. Rest assured, we specifically choose the strongest and most durable gemstones to craft our toys.

If you have any concerns or are unsure about your item, please feel free to send us a clear photo, and we’ll be happy to check it for you.

We recommend storing your toy in the Onna pouch and the box it arrived in, keeping it in a safe place like a cupboard or drawer. Make sure the toy doesn’t roll around, as contact with walls or other items could cause damage. Many women prefer to store their toys in a lingerie drawer for added protection.

If you’d like to display your toy as a decorative piece, feel free to do so! Just be cautious to ensure it doesn’t roll off any surfaces, as it could break if it falls.

Our glass pleasure wands are completely non-porous, which means they don’t have any tiny pores where bacteria, mildew, or fungus can hide. As for our gemstone and crystal wands, we specifically use stones with minimal porosity, ensuring they are safe, smooth, and hygienic for use. While some porous materials, like rubber, jelly, and plastic, can harbor harmful microorganisms if not cleaned properly, our stone and glass toys are much safer.

If you’re ever concerned, you can always use a condom with your gemstone wand for added peace of mind. To maintain cleanliness, always wash your toy thoroughly with mild soap and water before and after use, and ensure it’s completely dry before storing.

Due to the intimate nature of our products, Onna does not offer refunds or product exchanges based on dissatisfaction or buyer's remorse. For hygiene and health protection reasons, Onna toys cannot be returned. Exchanges will only be considered for faulty or damaged items. To be eligible for an exchange, the item must be unused and returned in the same condition as when you received it.
If you receive a damaged or faulty item, please email us at onnalifestyle@gmail.com within 24 hours of delivery. Include a proof photo of the damages and we'll guide you through the exchange process.

Yes, we ship worldwide! International shipping costs are calculated at checkout based on your location and will be clearly displayed before you complete your order.

Shipping times vary depending on your location and the shipping option you choose at checkout. For detailed delivery estimates and region-specific information, please visit our Shipping Information page.

Once your order has shipped, you’ll receive an automated email with your tracking number— please check your inbox or junk/spam folder. It is your responsibility to monitor the delivery progress using the tracking link provided. If a parcel is returned to us due to missed delivery or unclaimed status, you will be responsible for covering the cost of re-shipping.

If you notice any delays or issues with your delivery, we recommend reaching out directly to the shipping carrier for the most accurate updates

We ship all orders from the European Union.
If you are located within the EU, you will not be charged any import duties or customs fees.

If you are ordering from outside the EU, you are responsible for any import duties, customs fees, or local taxes required by your country.

For customers in the United States, individuals can receive up to $800 USD worth of imported goods per day without paying import duties or customs fees. This applies to the total value of all shipments received by a person in a single day, under the U.S. Customs and Border Protection’s de minimis threshold.

Onna is not responsible for parcels that are delayed, held, or destroyed by customs, or for orders returned due to unpaid duties or incomplete customs clearance. In such cases, we are unable to offer a refund. If your order is returned to us, we are happy to re-ship it once the additional shipping and handling costs have been paid. Please check your country’s import regulations before placing an order to ensure a smooth delivery process.

Some countries have strict regulations regarding the import of sexual wellness products. To help ensure smoother customs processing, we do not include any branded materials or product brochures in these shipments. While many parcels pass through without issue, we take this precaution to minimize potential delays or complications.

However, please note that if such products are restricted or prohibited in your country, you are purchasing at your own risk. We cannot be held responsible for parcels that are held, delayed, or destroyed by customs, and no refunds will be issued in these cases.

We recommend checking your local import laws before placing your order to avoid disappointment.

All Onna orders are packed and dispatched within 1-2 working days (except weekends and public holidays).

You will receive an email with the tracking number as soon as your package is sent out.

Please ensure that your shipping address and phone number are accurate and complete to facilitate successful delivery of your order. It is the customer’s responsibility to provide correct information and ensure someone is available to receive the order at the specified address.

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 at our warehouse. Each item available for pre-order will have a 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 both available items and 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.

We operate a strict no-cancellation policy once an order has been processed and shipped.
If you change your mind, please contact us immediately after placing your order. We will do our best to intercept and cancel the order before it is processed. If successful, your cancellation will be confirmed, and we will issue a store credit for the full amount.

However, once an order has entered processing at our warehouse or has been shipped, it can no longer be canceled under any circumstances. We appreciate your understanding, as this helps us maintain fast and efficient order fulfillment for all customers.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

You can contact us through our contact page! We will be happy to assist you.