SHIPPING

WE VALUE YOUR PRIVACY! All Onna products are discreetly packaged with no direct reference to the nature of the contents inside.

ORDER PROCESSING AND SHIPPING

• 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.

SHIPPING TIMES

We ship WORLDWIDE and dispatch all orders from Europe. Please consider this when placing your order, as delivery times may vary depending on your location.

Estimated Shipping Times:

For Expedited Shipping Options:

• DHL Express: 1-3 working days within the EU; 2-5 business days to the US and Canada; up to 10 days to Australia.
• FedEx Connect: 2-7 working days within the EU (depending on destination); the US, Canada; and approximately 10 days to Australia.
• DPD: 2-4 working days for the EU region.

For Standard Shipping:

• Within the EU: Approximately 4-10 working days.
• Outside the EU: Approximately 7-28 working days.
  Your order will be handled and delivered by your national postal service (such as USPS in the US, Royal Mail in the UK, Canada Post in Canada, PostNord Sweden, Correos in Spain, etc.) Depending on their policies, you may need to collect your order from designated pick-up locations if delivery is unsuccessful on the first attempt. It's important to understand that while we strive to provide accurate estimates and ensure smooth shipping, we cannot control the practices of local postal services. Therefore, customers are responsible for monitoring and tracking their orders using the provided tracking information.

Shipping fees are calculated at checkout based on weight, shipping option, and destination. While we absorb a portion of the postage fees, as a small business, we are currently limited in our ability to cover them entirely.

Important Note: We cannot guarantee exact delivery dates. All times provided are for reference only, and we are not liable for delays caused by third parties. Once the item is shipped and you receive tracking and postage confirmation, Onna Lifestyle relinquishes responsibility. It is the customer's duty to monitor the tracking link and collect the package promptly from the designated location if delivery is unsuccessful on the first attempt. Failure to do so may result in the package being returned as unclaimed and additional return to sender fees will apply.

All shipping times are in working days and are estimated, not guaranteed. To the extent permitted by law, we do not accept any liability for delayed delivery caused by any third-party services. All shipping times exclude clearance/customs delays and any other delays caused by circumstances that are outside of our control.

Please note: Please note that all shipping time frames are calculated from the date of dispatch, not from the date your order is placed. We are unable to offer refunds for delays caused by circumstances beyond our control, including carrier delays, customs clearance delays, and similar unforeseen events.

RETURNED PACKAGES (RTS)

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 (wrong or incomplete address, failure to pay required customs/import fees, failure to arrange delivery with the courier, or not picking up the parcel from the collection point in due time), and the parcel is returned to sender (RTS), it is the customer's responsibility to cover both the re-shipping fee and any RTS fees.
• It is the customer's responsibility to make payment, provide the correct address with a full recipient's name, follow the tracking link and collect their parcel from the collection point, if applicable.
• Tracking Responsibility: Once a tracking link has been provided, it is the customer’s responsibility to check the tracking status. If the package needs to be picked up from a post office or carrier, the tracking information will show this. It is the customer’s responsibility to pick up the package in a timely manner and not wait for the post office to notify them.
• If the re-delivery fee is not covered, the order remains ineligible for a refund. If the customer has changed their mind and does not want their order re-shipped, we will issue store credit for the purchased item(s), minus any applicable return to sender and original shipping fees.
• The above applies to orders that were returned as undeliverable due to wrong or incomplete addresses as well.

DAMAGED AND STOLEN PACKAGES

Onna is not accountable for damaged, lost, or stolen packages. If a damaged, torn, unwrapped, or opened parcel is delivered via postal service:

• Raise a warranty claim at the local post office immediately or refuse to accept the package.
• If your order has been lost or stolen, please contact us at onnalifestyle@gmail.com so we can escalate the issue to the postal services and rectify the situation.

We understand that having a package go missing is frustrating, especially due to porch theft. However, we are not liable for stolen or misdirected packages. We recommend filing a claim with the carrier and reporting the theft to local authorities. To help prevent this in the future, consider redirecting deliveries to a secure hold location offered by the delivery service. If you have any questions, please feel free to reach out—we’re here to help. If you have any questions, feel free to contact us.

CUSTOM DUTIES AND TAXES

As the 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 customs clearance procedures. Onna cannot issue refunds under such circumstances.

• 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 customs charges or fail to provide documents required for customs 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 to re-ship the order provided that the customer completes payment for the additional shipping and handling charges.

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 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.

ORDER CANCELLATION POLICY

We have a strict zero-cancellation policy once orders are processed and shipped. However, if you contact us immediately after placing your order, we will do our best to cancel it before it is processed and shipped. If your cancellation request is accepted, we will issue a store credit.

Unfortunately, once your order has been processed by our warehouse and shipped, we cannot cancel it under any circumstances.