Refund policy
At Onalèah, we want you to love your purchase and shop with confidence. If you are not fully satisfied with your order, we are happy to review eligible return requests in accordance with the policy below.
Return Window
We offer a 14-day return window, meaning you must contact us within 14 days of the date your order is marked as delivered to request a return.
Return requests submitted after this period may not be accepted.
For customers located in the European Union, the applicable statutory 14-day right of withdrawal applies. Please see the EU & Statutory Consumer Rights section below.
Return Eligibility
To be eligible for a standard return, items must:
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Be unworn, unused, and unwashed
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Be in their original condition
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Be returned in their original packaging
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Be free from perfume, deodorant, makeup, washing powder, stains, pet hair, or other scents or marks
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Include proof of purchase, such as your order confirmation or receipt
Meeting the return conditions does not automatically guarantee refund approval. All returned items are subject to inspection upon arrival.
Items that have been worn, washed, altered, damaged, stained, or otherwise returned in an unsellable condition may be rejected.
Simply meeting the above conditions does not automatically guarantee that a return will be approved, as each return is reviewed individually.
How to Request a Return
To request a return, please contact us at:
You must contact us within the applicable return period and provide your order number and the reason for your return.
If your return request is approved, we will provide you with the return instructions and the appropriate return address.
Please do not send an item back without receiving return instructions from our team first.
Returns sent to an address other than the one provided by Onalèah, or sent without prior return approval where approval is required, may not be accepted.
Once your return request has been approved, the item must be shipped within 14 days of receiving the return instructions. Returns shipped after this period may be declined.
Customers are responsible for ensuring returned items are packaged securely, shipped according to the provided instructions, and accompanied by appropriate proof of postage.
Return Shipping Costs
Customers are responsible for return shipping costs unless otherwise stated. We do not provide prepaid return labels.
Store Credit for Standard Returns
Approved returns are refunded as Onalèah Store Credit rather than to the original payment method.
Store credit will normally be issued for the eligible value of the returned item after the return has been received and inspected.
Store credit:
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Can be used toward any future purchases at Onalèah
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Does not expire
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Is not redeemable for cash
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Cannot be transferred or exchanged for cash
Original Shipping Charges
Original shipping charges are generally non-refundable for standard returns unless otherwise required by applicable law.
Where a refund is legally required following a valid statutory cancellation or withdrawal, any shipping costs that must legally be reimbursed will be handled in accordance with the applicable consumer protection rules.
Non-Returnable Items
Certain items may not be eligible for return, including:
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Gift cards
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Custom-made or personalized items
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Items that have been worn, washed, altered, damaged, stained, or otherwise rendered unsellable
Promotional or sale items may also be subject to additional return conditions stated at the time of purchase.
Exchanges
We do not generally process direct exchanges.
If you would like a different size, color, or style, the fastest option is usually to place a new order and return the original item in accordance with this policy.
Where appropriate, we may also offer a replacement or alternative resolution at our discretion.
EU & Statutory Consumer Rights
If you are located in the European Union, you may have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, for any reason, subject to applicable legal exceptions.
Where you validly exercise this statutory right:
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You must notify us within the applicable withdrawal period.
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You generally must return the goods within 14 days after we provide the return instructions.
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You are generally responsible for the direct cost of returning the goods, provided you were informed of this before purchase.
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The goods may be inspected for handling beyond what is necessary to establish their nature, characteristics, and functioning.
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Where a refund is required, it will generally be made using the same payment method used for the original transaction, unless you expressly agree to another method, such as store credit.
We may withhold a statutory refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
The above does not affect any additional consumer protections that may apply to faulty, defective, damaged, or incorrectly supplied goods.
Faulty, Defective, Damaged, or Incorrect Items
We want to know as soon as possible if something isn't right with your order.
Please contact us at contact@onaleah.com as soon as you notice an issue and, where possible, within 24 hours of delivery.
Please include:
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Your order number
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A clear description of the issue
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Clear photographs showing the issue
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A photograph of the full item where relevant
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Any other information our team may reasonably request to investigate the claim
Photo or video evidence may be required before we can determine the appropriate resolution.
Depending on the circumstances, we may offer a replacement, store credit, refund, repair, or another appropriate remedy.
Where applicable law requires Onalèah to provide a refund to the original payment method, we will do so in accordance with those legal requirements.
Where a refund to the original payment method is required, approved refunds will be processed within approximately 5–10 business days. In some cases, processing times may take up to 15 business days depending on your bank or payment provider.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at:
The 24-hour reporting period is intended to help us investigate delivery-related issues promptly and does not limit any mandatory statutory rights that apply to defective or incorrectly supplied goods.
Delivery, Transit & Shipping Delays
Delivery timeframes displayed on our website are estimates and are not guaranteed delivery dates.
Once an order has been dispatched and handed over to the carrier, transit times, customs processing, carrier operations, weather conditions, and other transportation-related events are outside our direct control.
We are not responsible for carrier or customs delays that occur after dispatch.
For this reason, orders placed for weddings, holidays, birthdays, trips, events, or other specific occasions should be placed sufficiently in advance to allow for potential processing and transit delays.
An order arriving later than expected does not automatically qualify for cancellation, refund, or compensation solely because it was intended for a particular date or event.
Where an order has already been dispatched, cancellation is generally not possible, except where cancellation or a refund is required by applicable law.
Return requests based primarily on shipping delays or missed events may be declined if the order was successfully delivered within the carrier's confirmed delivery process.
Lost, Stolen & Marked-as-Delivered Packages
We rely on carrier tracking information, delivery scans, timestamps, and other delivery confirmation provided by the carrier when reviewing shipment-related claims.
If your package is marked as delivered but you cannot locate it, we recommend that you:
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Check your mailbox, entrance, porch, or other usual delivery location
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Check with household members or neighbors
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Verify that the shipping address entered at checkout was correct
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Contact the carrier or local delivery office
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Open a carrier investigation where appropriate
If the carrier confirms that the package was successfully delivered to the address provided at checkout, we may be unable to issue a refund or replacement for a package that is subsequently lost or stolen.
We will, however, review individual cases and may contact the carrier where additional investigation is appropriate. We will also help you locate the package where possible.
Incorrect Shipping Address
Customers are responsible for providing an accurate and complete delivery address at checkout.
If an order is returned to us because the address provided was incorrect or incomplete, additional shipping costs may apply before the order can be resent.
If the order has already been dispatched, the delivery address cannot be changed.
Store credit for an order returned because of an incorrect address may be subject to applicable shipping, carrier, or handling costs where permitted by law.
Refused Deliveries & In-Transit Cancellations
Orders that are refused at delivery or canceled after shipment may be subject to return shipping costs, carrier charges, customs fees, or other applicable costs.
Where permitted by law, such costs may be deducted from any refund or store credit amount issued.
Once an order has entered transit, cancellation is generally not possible, except where cancellation or a refund is required by applicable law.
If you no longer wish to receive an order that is already in transit, please contact us as soon as possible. We will do our best to assist you.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible, preferably within 24 hours of placing your order.
Because our orders may enter processing shortly after purchase, cancellation requests are not guaranteed.
If your order is still being processed and has not yet been dispatched, we will make reasonable efforts to accommodate your cancellation request where possible.
Once an order has been dispatched and entered transit, cancellation is generally not possible, except where cancellation or a refund is required by applicable law.
If cancellation is no longer possible, you may return the item in accordance with the applicable return provisions of this policy.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
Returns Sent Without Approval
Please do not send returns to an address found on an old order, shipping label, website, or previous correspondence.
A return must be sent to the address specifically provided by the Onalèah team for that return.
Items sent without following the applicable return instructions may experience delays or may not be accepted.
Return Inspection
Once your return arrives, it will be inspected to confirm that it meets the applicable return conditions, and we will update you via email.
If the item is accepted, we will process the applicable store credit or refund.
If an item does not meet the return conditions, we may reject the return or reduce the amount issued where permitted by applicable law.
If a return is rejected, we may contact you with further instructions regarding the item.
Processing Times
After an approved return has been received and inspected, please allow reasonable processing time for us to complete your store credit or refund.
Store credit may be issued once the return has been approved following inspection.
For refunds to the original payment method, please refer to the refund processing timeframe stated in the Faulty, Defective, Damaged, or Incorrect Items section above.
Contact Us
If you have any questions about returns, refunds, store credit, or your order, please contact us:
Email: contact@onaleah.com
Customer Support Hours:
Monday – Friday: 09:00 – 19:00
Saturday – Sunday: Closed
We aim to respond to customer inquiries within 24 hours on business days.
Thank you for choosing Onalèah. 🤍
The Onalèah Team