All orders received before 1:00pm Monday - Friday will normally be dispatched the same day. Orders received after 3.00pm, at weekends or on public holidays will be sent the next working day.
If there is a problem with your order that prevents us from despatching it, for example it is not currently in stock in our store, then we will normally contact you within 24 hours of the order being received by us or on the next working day.
DELIVERING YOUR GOODS
Deliveries are normally made within 1-2 working days of despatch unless your goods are being sent outside of the UK. All deliveries are now sent by royal mail with a next day delivery date in most cases in the UK.
Please ensure that someone is available at your delivery address to accept the goods, as a signature is required. If you are not present when the delivery is attempted, you will be left a card informing you what to do next. You will receive both a text and email with tracking information if details are provided.
Onu do not charge any customs duties on international shipments. If any additional customs charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of Onu. While we do not expect there will be any additional charges attached to your order, we recommend that you check with your local customs officials or Post Office for more information regarding importation taxes/duties that may be applicable to your online order with us.
PLEASE NOTE: The majority of our International orders will be delivered via Royal Mail.
International customers may receive an additional email when we receive the order. This is to confirm identity and delivery address due to increased security procedures required for overseas transactions. Normally we will require a copy of the credit card used and a copy of a current utilities bill or bank statement showing the delivery address.
DELIVERY CHARGES & TIMES
Whilst we have a Delivery Policy as outlined above and whilst we will use our best endeavours to meet those standards, because delivery is carried out by third party organisations we cannot guarantee the delivery times and periods as above stated.
If you are not completely satisfied with your purchase with us, we will happily offer you a full refund or exchange. You are entitled to a full refund or exchange within 30 days. Please follow returns form provided.
You then need to return your item(s) within 30 days (of order date) in a perfect, resalable condition with all labels and security tags attached.
We will refund you the value you paid via original method of payment. Typically, this will be done within 3-5 days of receiving the parcel.
We we regret to inform you that postage fees will not be refunded.
During Sale periods, please allow extra time.
Can I return items into store?
- No we do not accept returns in store, please follow the instructions on the form provided with your order.
Return Cost ?
- The cost of returning the item to us is your responsibility.
How to return your order ?
-Simply complete the returns form issued with your order.
- Fill out the returns form highlighting what you would like to return and exchange.
If your item(s) is damaged or has a manufacturing fault, we may be able to offer alternatives such as repair or exchanges. In most cases, you will need to return your item(s) for assessment by our returns department. If you are a UK customer, please return your product(s) using the Royal Mail returns service listed above. If you are a customer based outside of the UK, please contact our customer care team for return shipping instructions.
Goods are classified as faulty if they are received damaged, or where a genuine manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.
ONU Designerwear cannot accept any responsibility for damaged items or where a fault occurs after a period of 6 months since purchase. In some cases, we may be able to resolve these matters with the manufacturer but we cannot make any guarantees and these matters will be dealt with on a case by case basis.
Once the item(s) is returned a member of our customer care team will inspect the item to determine the cause of the fault and whether you are entitled to a refund, exchange or repair. In some cases, we will have to liaise with the supplier directly.
Where possible faulty items will be repaired either by ONU Designerwear or by the manufacturer. Most manufacturer repairs usually take between 2 -6 weeks depending on the fault, however, you will be advised of this should your item need to be repaired.
If an exchange is offered on a faulty item please be aware that we are only able to do so subject to availability. A full refund will only be offered if the item cannot be repaired or replaced within a reasonable length of time.
Orders placed in December will have until 14th January for returns to allow for unsuitable gifts.
For information on all faulty items outside of our returns policy contact firstname.lastname@example.org