Shipping Policy
Free everywhere.
Honest about the wait.
We'd rather quote you a realistic window than a flattering one. Here's exactly what happens after you order.
Three steps
You order
Confirmation email lands straight away with your order number.
We dispatch
Within one business day. A second email brings your tracking number.
It arrives
Between five and fourteen business days, depending on where you are.
By destination
Counted in business days from dispatch, not from the moment you order.
These are estimates. Weather, customs and carrier backlogs can push them out, and we'll tell you if that happens rather than waiting for you to ask.
Everything else
My tracking hasn't updated
Give it two or three business days. A tracking number often shows no movement while the parcel is being scanned into the carrier network. It isn't lost.
Will I pay customs or duties?
Possibly, on international orders. Those charges are set by your government, collected by your customs authority, and aren't something we receive or control. We declare every shipment accurately and can't mark orders as gifts.
Can I change my address or cancel?
Yes, if the order hasn't shipped. Email us with your order number as fast as you can. Once it's gone we can't recall it — but you can return it under the 60-night trial.
I put the wrong address in
Tell us quickly and we'll fix it. If a parcel comes back to us because the address was wrong or incomplete, we'll resend it, though we may ask you to cover the second postage.
It says delivered but it isn't here
Check with anyone else at the address, any safe or porch spot, and your neighbours. Parcels marked delivered usually surface within a day. If it doesn't, email us and we'll sort it.
What if it's genuinely lost?
If tracking hasn't moved in ten business days, or nothing arrives within thirty days of dispatch, we treat it as lost. Replacement or full refund, your choice, no argument.
I ordered two and only one arrived
Multiple items can travel in separate parcels and arrive on different days. You'll have tracking for each. Nothing is missing.
Email us the order number
We'll chase the carrier for you rather than sending you to do it yourself.
hello@onyxlyy.com