Shipping policy
Shipping Policy
Shipping Policy
Last updated: 8/24/2026
We ship worldwide, and shipping is free on every order. Below is exactly what to expect.
Processing time
Orders are processed and dispatched within 1 business day. Orders placed on weekends or public holidays are dispatched the next business day.
You'll receive a confirmation email as soon as your order is placed, and a second email with tracking once it ships.
Delivery times
Our products are shipped from our fulfilment partner's warehouse. Estimated delivery times, counted from dispatch:
- United States: 5–9 business days
- United Kingdom: 5–9 business days
- Canada: 6–10 business days
- Ireland and European Union: 6–11 business days
- Australia and New Zealand: 7–12 business days
- Rest of world: 8–14 business days
These are estimates, not guarantees. Delivery can be affected by weather, customs processing, carrier backlogs and public holidays. We'd rather quote you a realistic window than a flattering one.
Shipping cost
Free on all orders, to every country we ship to. There is no minimum spend and no surcharge at checkout.
Tracking
A tracking number is emailed to you when your order is dispatched.
Please allow 2–3 business days for tracking to begin updating. It is normal for a tracking number to show no movement for the first couple of days while the parcel is scanned into the carrier network. This does not mean your parcel is lost.
Customs, duties and taxes
For orders shipped outside the country of dispatch, import duties or taxes may be charged by your local customs authority. These charges are set by your government, are not collected by us, and are the responsibility of the recipient.
We declare all shipments accurately. We cannot mark orders as gifts or under-declare their value.
Changing or cancelling an order
Because orders are dispatched quickly, we can only change or cancel an order before it ships.
If you need to change your address or cancel, email us at hello@onyxlyy.com as soon as possible with your order number. If your order has already shipped we can't recall it, but you can return it under our 60-night trial once it arrives.
Incorrect or incomplete addresses
Please check your shipping address carefully at checkout. If a parcel is returned to us or cannot be delivered because the address was incorrect or incomplete, we'll happily resend it, but you may be asked to cover the cost of the second shipment.
Delayed parcels
If your parcel hasn't arrived within the estimated window, contact us and we'll chase the carrier on your behalf.
If a parcel has not moved for 10 business days or has not arrived within 30 days of dispatch, we treat it as lost. We will send a replacement or refund you in full — your choice, no argument.
Marked delivered but missing
If tracking shows delivered and you don't have the parcel, please check with anyone else at the address, look in any safe or porch locations, and check with neighbours first. Parcels marked delivered often turn up within 24 hours.
If it still hasn't appeared after that, email us and we'll resolve it.
Multiple items
Orders with more than one item may arrive in separate parcels on different days. You'll get tracking for each. Nothing is missing — the rest is on its way.
Questions
Email hello@onyxlyy.com with your order number. We reply within four hours, Monday to Friday.