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!