Returns & Refunds

Returns Policy FAQ

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

Address 1: ONAIE Office C103 Unit 1, Meridian Trading Estate, 20 Bugsby’s Way, London, SE7 7SJ

Address 2: ONAIE Office C103 Unit 1, Meridian Trading Estate, 20 Bugsby’s Way, London, SE7 7SF

What items are returnable?

  • Slippers within 30 days from the purchase date.
  • Slippers must be tried on indoors, be in unused and resellable condition, and have the original packaging (bag or box).
  • 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.

How do I return an item?

  • 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.

Unwanted Gifts

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

What items are non-refundable?

  • Socks and gift boxes cannot be returned.

Received a Damaged Item?

  • If your product is faulty, contact us within 7 days of delivery.

Refund Options

  • Refunds are issued to the original payment method.

Shipping Returns

  • Follow the instructions in the email received after placing your return request.

Refund Timing

  • 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.

Statutory Rights for Faulty Products

  • If your purchase has quality issues, contact us at enquiries@onaie.com.
  • Full refunds for faulty products within 6 months of normal use.
  • No full refunds for faults occurring after 6 months of normal use.

Further Questions?

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

Additional Information

  • 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.

Important Note

  • We do not offer free international returns!