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 have 14 days from the date your order is marked as delivered to request a return.

Return requests submitted outside of this timeframe may not be accepted.

Return Eligibility

To be eligible for a return, all items must:

  • Be unworn, unused, and unwashed

  • Be returned in their original packaging

  • Be free from perfume, deodorant, makeup, washing powder, or any other scents or marks

  • Include proof of purchase (order confirmation or receipt)

Meeting return conditions does not automatically guarantee refund approval. All returned items are subject to inspection upon arrival.

Return Process

To request a return, please contact us at contact@onaleah.com within 14 days of delivery.

If your return request is approved, we will provide return instructions and the appropriate return address. Items returned without prior return approval will not be accepted.

Customers are responsible for ensuring returned items are packaged securely and shipped according to the provided instructions.

Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Sale items

  • Gift cards

  • Custom-made or personalized items

  • Items returned in worn, washed, damaged, altered, or unsellable condition

Delivery, Transit & Shipping Delays

Delivery timeframes provided on our website are estimates only and are not guaranteed delivery dates.

Once an order has been shipped and handed over to the carrier, shipping times, transit delays, customs processing, and delivery operations are outside of our direct control.

We are not responsible for delays caused by carriers, customs, weather conditions, or other transit-related issues.

Orders that arrive later than expected, including orders intended for events, trips, occasions, or specific dates, do not qualify for cancellation, refund, or chargeback solely due to delivery timing once shipped.

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.

Customers are responsible for placing orders early enough to account for possible carrier delays.

Lost, Stolen & Marked-as-Delivered Packages

We rely on carrier tracking updates, timestamps, and delivery confirmations when reviewing shipment-related claims.

If a carrier confirms delivery, the order will be considered fulfilled.

If your package is marked as delivered but cannot be located, please:

  • Contact the carrier directly to open a claim

  • Verify the shipping address provided at checkout

  • Check with household members, neighbors, or your local delivery office

We are not responsible for lost or stolen packages after confirmed delivery.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us within 48 hours if:

  • You received the wrong item

  • Your item arrived damaged

  • Your item is defective

Claims submitted after this timeframe may not be accepted.

Photo evidence may be required for review.

Refused Deliveries & In-Transit Cancellations

Orders that are refused at delivery or canceled after shipment may be subject to return shipping costs, carrier fees, and handling charges, which may be deducted from any approved refund.

Orders already in transit cannot be guaranteed for cancellation.

Exchanges

We do not process direct exchanges. The fastest way to receive a different item is to place a new order once your approved return has been processed.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the legal right to cancel or return eligible items within 14 days of delivery for any reason, provided the item remains unworn, unused, and in original condition with packaging and proof of purchase.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to the original payment method within approximately 5–10 business days, depending on your bank or payment provider.

Original shipping fees are non-refundable unless otherwise required by law.

If more than 15 business days have passed since your refund was approved, please contact us at contact@onaleah.com.