Returns & Refunds

Please note that our building has two postcodes. For returns, use either of the following addresses:

Address: ONAIE - Post Office, 50 Wrotham Rd, Welling DA16 1LN

Slippers within 30 days from the purchase date.
Slippers must be tried on indoors, be in unused and resellable condition, and in secured package.
Items must have all labels/stickers intact. Removed or tampered labels/stickers disqualify returns.
Worn or washed items are non-returnable. If returned slippers show signs of wear, refunds will not be issued.

Visit our returns centre.
Start the process by entering your order number and email address.
Follow the on-screen instructions to select the items you wish to return.
After your request is approved, you'll receive a confirmation email with shipping details.
Please note: Returns are not free. We are unable to refund any postage costs.
We do not offer exchanges.

If you received an item as a gift and wish to return it, the original purchaser must initiate the return.

If your package was marked as delivered but you haven’t received it, the courier (Evri or Royal Mail) require you to complete a Denial of Receipt (DOR) form. This is a legally binding document stating that the item was not received, and it is essential for our investigation to proceed.

Please contact us at enquiries@onaie.com, and we will provide you with the necessary DOR form. The form must be either digitally signed or physically signed by you to be accepted.

Kindly note that we will not be able to offer a refund or replacement if you choose not to complete and return the signed DOR form.

Follow the instructions in the email received after placing your return request.
To return the product, please use our online return centre at https://onaie.returnscenter.com/

After receiving and inspecting your return, we will notify you via email. Refund approval or rejection will be communicated. Approved refunds are processed within 10 - 15 working days.

For additional queries about returns or refunds, especially during holidays, please contact us. Response times may vary.

All sales are final. This policy does not infringe upon your legal rights to cancel or your rights regarding faulty or misdescribed products.
Refunds are credited to the original payment method.
Please use Recorded Delivery for returns to ensure proof of dispatch and expedited processing.
Returns without an information slip in the parcel may not be processed.