Shipping policy

Processing Times

All Onalèah orders are processed within 1–3 business days.
Processing may take longer during peak seasons, holidays, or high-volume periods (up to 10 days). If any significant delay occurs, we will notify you by email.

We do not ship on weekends or holidays.

Preorder or made-to-order items may have extended processing times, which will be clearly indicated on the product page. Orders containing preorder items may ship together unless otherwise requested.

Once an order begins processing through our shipping department, no changes or cancellations can be made, including address updates.

Shipping Destinations

We currently ship to the following countries:

  • United States, United Kingdom, Germany, Spain, France, Netherlands, Belgium, Czech Republic, Poland, Hungary, Austria, Croatia

If your country is not listed, please contact us for assistance.

Shipping Partners

We work with multiple shipping partners, including major international carriers such as FedEx, DHL, UPS, SF Express, EMS, and local courier partners to deliver directly to your door. The carrier used may vary by location.

Shipping Rates & Delivery Times

Shipping rates are automatically calculated at checkout based on destination and order weight.

Estimated delivery times:

  • USA & UK: 7–14 business days

  • EU Countries: 8–15 business days

All delivery estimates exclude the 1–3 day processing time and may vary due to customs, carrier delays, or holiday periods.

We cannot guarantee specific delivery dates.
Delays caused by customs procedures, severe weather, labor strikes, protests, or other conditions beyond our control are not our responsibility.

Order Tracking

Once your order ships, you will receive a Shipping Confirmation email with your tracking number.

Tracking details are provided by the carrier and may take 24–72 hours to appear after shipment, depending on the carrier. If no updates appear after 5 business days, please contact us.

Customs, Duties & Taxes

International shipments may be subject to:

  • Customs duties

  • VAT or GST

  • Import taxes

  • Clearance fees

These charges are the customer’s responsibility and are collected by your local customs office.
We cannot predict or control these fees.

If a shipment is refused and returned, the customer is responsible for any return shipping and import fees incurred.

Lost, Stolen, Delayed & Damaged Packages

We are not responsible for packages that are lost, stolen, delayed, or damaged during transit.

If your carrier confirms delivery but you have not received your package:

  • Contact the carrier to open a claim

  • Provide your tracking number

  • Reach out to us if you need assistance initiating a claim

We rely on carrier timestamps and delivery confirmations when reviewing such cases.

Incorrect Shipping Address

Customers are responsible for ensuring the shipping address entered at checkout is accurate.
If an incorrect address is provided:

  • We cannot change the address once the order is processed or shipped

  • We are not responsible for lost packages due to incorrect or incomplete addresses

Questions & Support

We’re here to help with any questions regarding shipping or your order.

📧 Email: contact@onaleah.com