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Customer Service

Customer Service

Should you require information or help, please contact us by email or by phone and we will be happy to assist you.

SHIPPING TIMES AND COSTS

  • Delivery:
  • Standard delivery - We offer free ground shipping above orders £25+ to UK . All items will be shipped using by post or courier DPD, except for shipments to P.O. boxes. We currently do not ship to P.O Boxes.
  • Shipping depends on the weight of products from £3.20 (0,05 kg) by mail to £12.85 (2kg).
  • Posting by mail is always longer than by courier. We are asking for a longer waiting time for the mail, which may reach you within 5-7 business days.
  • Express (by a courier service: DPD) - Add £12.50 for Shipping and Handling Charges.
  • Delivery within 3-4 business days for orders placed by 2 P.M. EST Monday-Friday.
  • The time periods indicated above will be longer for more remote regions.

PAYMENT METHODS

ONYX accepts the following payment methods:

  • Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron. The total will be charged to your card when the order is shipped.
  • Onyx features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.
  • PayPal: Shop easily online without having to enter your credit card details on the website.
    Your account will be charged once the order is completed. To register for a PayPal account, visit the website com.

EXCHANGES, RETURNS AND REFUNDS

  • Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.
  • Please do not send your purchase back to the manufacturer.
  • There are certain situations where only partial refunds are granted (if applicable)
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

 

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Returns 

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@onyxtan.co.uk.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@onyxtan.co.uk and send your item to branch Europe: Onyx International, Poland, 87-100 Toruń, Polna 125.


Shipping
To return your product, you should mail your product to branch Europe: Onyx International, Poland, 87-100 Toruń, Polna 125.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25+, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact Us

We’re happy to answer any questions you have or provide you with an estimate. Just send us a message in the form below with any questions you may have.

Thanks for contacting us. We'll get back to you as soon as possible.

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