Q&A

CARE Q & A

I received the toy in the mail today. What should I do first?

We are happy that our package arrived. Thank you so much for your purchase. Each toy arrives with a set of instructions. Please read those carefully. It is very important that you check the quality of the product within 24 hours of delivery. Every Onna toy goes through a 3-stage quality control check before it is shipped out to the customer. However, we have no control of what happens with the package once it's been shipped. Packages can be dropped, opened at customs or toys mishandled by people.Take the toy out of packaging and run your fingers along the shaft. Try to bend the toy with your hands. The toy should be smooth and polished around its surface, without any cracks. If you are unsure, please contact us with video/photo and we will check for you.Never use the toy unless you are absolutely sure that it is safe. We advise that you wash the toy thoroughly before and after using it.

How do I wash the toy?
We suggest that you use mild soap to properly wash your toy before and after each use. Our toys are non-porous so there is no need to boil them. Do NOT place them in the dishwasher. Handle with care when washing as soap is slippery and your toy can break if it falls out of your hands into the sink. Wipe dry with a towel and store in a safe place.

Can I use the your toys with lubricant?
Absolutely! We are cheerleaders for safe sex! Feel free to use condoms, water-based non-toxic lubricant or coconut oil during your play. Wash with mild soap & dry with a towel your toy after each use.

The stone is very cold. What should I do?
Unlike common plastic and silicone sex toys, gemstone toys adapt and retain exactly body temperature for over an hour. It’s like your own body part. Some women prefer cooler feeling, others warmer. We suggest trying both ways to find out what you prefer. Depending on what you like, hold the toy under warm or cold running water for a few minutes. Gemstones easily and quickly adjust to body temperature either from holding them in your hands, between your thighs or putting them inside the vagina.

Are the stones porous?
Why are people concerned with porosity? Bacteria, mildew & fungus can enter the pores of materials and make a home. There is still very little research on the health risks or incidents of harm from toy porosity. Just because a material is porous, does not mean it is toxic or harmful.

The most porous sex toy materials are rubber, jelly & plastic. The least porous are gemstones, glass & stainless steel. If you feel unsafe using a gemstone toy then you can always use it together with a condom. Always wash and dry properly before & after each use.

My toy broke or chipped, can I still use the other end for pleasure & massage?
If the toy chips, cracks or breaks it should no longer be used internally! You may still use the toy for massage or as a crystal ornament in your house, however do this at your own risk. Onna Lifestyle are not liable for your health. If you are not sure what to do after the toy breaks, drop us an email with a clear photo and we will let you know if the toy is still in “working condition”.

Should the toy break, due to the misfortune of your situation, we are happy to offer you a 30% discount off your next purchase. Please drop us an email with a clear picture and we will send you a special discount code.

I received your toy as a gift and it broke. Can I get a new one?
Every Onna toy goes through a 3-stage quality control check before it is shipped out to the customer. After thorough testing, we chose to work with the most safe packaging method which guarantees the toy's perfect quality upon delivery. If the toy arrives damaged/broken then it is the responsibility of the original customer to contact us within 24 hours with photos of the damages. It is unfortunate that we are not able to control how the toys are handled once they've been shipped, especially when they are re-gifted. Packages can be dropped, opened at customs or toys mishandled by people. Due to the misfortune of your situation, we are happy to offer you a 30% discount off your next purchase. Please drop us an email and we will send you a special discount code.
 
My toy broke in half. I think it is defected.
Your health and safety is of the upmost importance to us.
Gemstones are durable materials. It is virtually impossible to break the toy or snap it in half when using it. We specifically work with the most durable stones. The only way the toy can be damaged is upon impact, if it falls or hits something hard such as a floor or tabletop. In this situation the toy may develop a fissure or snap in half. Please check the toy quality before each use.
Every Onna toy goes through a 3-stage quality control check before it is shipped out to the customer. If the toy arrives damaged/broken, please contact us within 24 hours of delivery with a photo of the damages.
The lines or bubbles that you see in the toy are gemstone inclusions. They naturally occur in a gemstone as it forms. There is nothing to worry about. If you still feel uncomfortable or unsure, please send us a clear picture/video of the toy so we can check for you.

How do I care for my toy and my body?

Your health and safety is of the upmost importance to us. Please check the toy for any damages each time, before using it. Run your fingers along to feel for any cracks. If you feel any imperfections DO NOT use the toy. Send us an email with photo/video so we can double check for you.
Gemstones are durable materials, however, they may crack/snap upon impact with a hard surface. Be careful when handling the toy or placing it on hard surfaces. Store it inside an Onna linen bag together with soft materials such as your lingerie drawer. Wrap it carefully when transporting.

Where should I store the toy?
We suggest to store the toy in the Onna pouch, in a safe place such as a box or cupboard. Check that the toy does not roll inside the cupboard when you open it as impact with walls or other items may damage it. Many women prefer to store the toys inside their lingerie drawer.

Should you choose to display your toy as a house ornament, we say go for it! However, be careful that it does not roll off the surface as it might break upon impact with the floor.

Are gemstone toys only for penetration?
Onna gemstone toys are designed for self-care, massages and sex, solo or with a partner. Our customers like to use the toys in different kind of ways:

EXPLORE: Self-exploration is key to epic sex and orgasms. Use your toys vaginally or anally for maximum pleasure. Try different stone temperatures, angles, rhythms, massage techniques and depths of penetration. Find what works for YOU.
MAKE LOVE: Our toys are perfect for couple play and partner massages. Use plenty of lube and allow yourself to be creative. Enjoy as dildos or reflexology massage tools.
MASSAGE: We store unresolved emotions, traumas & stress in our muscles. A committed weekly self-massage practice is essential for relieving tension & emotional blockages from the yoni. Gift yourself 30 minute massage using coconut oil with the toy. Allow it to guide you to the most painful pressure points and stagnant muscles.

I received the toy I ordered but it does not look like the one on the photo!
All crystals and gemstones are unique in shape, purity, colour and pattern. There are no imperfections nor faults in the stones. Rather, each piece tells its own story. Each toy is special, just like you. There aren’t two alike.

All crystal and gemstones form differently as they grow. In gemology an inclusion is a characteristic enclosed within a gemstone. These can be in form of lines, discolouration or various pattens, bubbles or “cracks”. Even the finest of gemstones will have these inclusions.
Inclusions are like fingerprints, a characteristic that gives personality and uniqueness to every gemstone piece. There literally no two pieces alike.

My toy has “lines” on it which looks like cracks. Is it broken?
We inspect every single toy for quality before we ship it. The lines or bubbles that you see in the toy are gemstone inclusions. They naturally occur in a gemstone as it forms. There is nothing to worry about. We specifically choose the strongest and most durable gemstones to work with. If you still feel uncomfortable or unsure, please send us a clear picture of the toy so we can check for you.

SHIPPING AND RETURNS Q&A 

Do you ship internationally?
Yes, we will ship across the oceans for you!

How much is shipping to my country?
Getting a shipping quote is simple. As you’re shopping, add the items you want to your cart, then proceed to checkout.  After you’ve entered your info, a shipping quote will be generated before you’re asked to pay.

My item was lost/stolen during shipping.
Once the item is dispatched in the post, unfortunately Onna is not liable. However, due to the misfortune of your situation, we are happy to offer you a 30% discount off your next purchase. Please drop us an email and we will send you a special discount code.

How are the products packaged?
We ship our products thoroughly wrapped in bubblewrap. Products are packaged in an elegant white box with Onna logo on it which is placed inside shipping box. We are discreet. There are no mentions of the product’s purpose anywhere.

I don’t want others to know what I ordered. How can you help?
Our packaging is discreet without any labels on it. However, our products are shipped together with a post-card side manual of how to use it. If you are concerned about your discretion, please drop us an email and we will email you the instructions instead. This way, you will only receive the product.

Do you accept returns?
Due to the nature of our products we do not accept returns. However if you are unhappy with your product, please drop us an email. Should your product arrive damaged/broken, please send us a picture of the damage (within 24 hours). All refunds are issued in the form of Onna online store credit. We do not reimburse return/exchange shipping charges.

I did not receive my package.
Please double check your address before purchasing any products. You are responsible for your order if you enter the wrong shipping address. If your product is returned due to incorrect details, additional shipping fees will apply.

I saw some items on your Instagram that I want to buy, but I can’t find it in your shop.
If you find something on our social site that no longer has a page on our website, it’s most likely sold out. If you are very keen on purchasing a specific item, send us an email with the photo and we will do our best to source it specially for you.