ONAIE Returns & Refunds

ONAIE Returns Policy

At ONAIE, we take pride in the quality and craftsmanship of our products. To ensure fairness and clarity for all customers, we operate a clear and carefully considered returns policy. By placing an order with ONAIE, you acknowledge that you have read, understood, and agreed to the terms outlined below.

Returns Eligibility

Returns are accepted under the following conditions only:

  • Returns must be registered within 14 days of receiving your order.

  • Eligible items must be returned to us within 14 days of delivery.

  • Only full-price items are eligible for a refund.

  • Items purchased on sale or at a discounted price are not eligible for a refund and may only be returned for store credit or exchange, subject to approval.

  • Slippers must be tried on indoors only and returned in an unused, unworn, unwashed, and resellable condition.

  • All original labels, stickers, and packaging must remain fully intact and untampered.

  • Any item showing signs of wear, use, washing, damage, or odour will be rejected and returned to the customer.

  • Socks, gift boxes, insoles, and any hygiene-sensitive items are strictly non-returnable.

All sales are final unless they meet the conditions above. This policy does not affect your statutory rights relating to faulty or misdescribed goods.

Sale and Discounted Items

  • Items purchased during promotions, sales, or with discount codes are not eligible for refunds.

  • These items may only be returned for store credit or exchange, subject to inspection and approval.

  • Store credit is issued at the value paid, excluding original shipping costs.

How to Register a Return

All returns must be registered through our online returns centre:

https://onaie.returnscenter.com/

You will need your order number and email address to begin the process. Returns sent without prior registration will not be processed.

Once your return is approved, you will receive instructions by email.

Return Shipping and Responsibility

  • Returns are not free. All return shipping costs are the responsibility of the customer.

  • We strongly recommend using Recorded or Tracked Delivery.

  • ONAIE does not accept liability for items lost, delayed, or damaged in transit.

  • If an item is not successfully returned to us, no refund, exchange, or store credit will be issued.

  • Returns received without an information slip may not be processed.

For returns, use either of the following:

ONAIE
Post Office
50 Wrotham Rd
Welling
DA16 1LN

Refunds and Processing Time

  • Approved refunds are issued to the original payment method only.

  • Please allow up to 14 days from the date of approval for the refund to be processed and for the credit to appear on your statement.

  • Original shipping costs are non-refundable.

Exchanges and Store Credit

  • We do not guarantee exchanges, as they are subject to stock availability.

  • Store credit is issued at the discretion of ONAIE and is non-transferable and non-refundable.

Faulty Items

  • Faulty items must be reported to our Customer Service team within 24 hours of receipt.

  • Items are considered faulty only if they arrive damaged or develop a fault within 3 months of purchase.

  • Issues reported after 3 months will be classified as general wear and tear and are not eligible for a refund or replacement.

For faulty items, please contact:
enquiries@onaie.com

Undelivered Orders

If your order is marked as delivered but has not been received, the courier may require a Denial of Receipt (DOR) form to proceed with an investigation.

  • This form is legally binding and must be completed and signed.

  • Failure to return a signed DOR form will result in no refund or replacement being issued.

Unwanted Gifts

If you have received an ONAIE item as a gift and wish to request a return, please note the following conditions apply:

  • The original purchaser must initiate and register the return through our online returns centre.

  • Returns requested by gift recipients cannot be processed under any circumstances.

  • All gift returns are subject to the same eligibility criteria outlined in this policy, including condition checks, timelines, and exclusions.

  • Refunds, where applicable, will be issued only to the original payment method used by the purchaser.

  • Gift items purchased on sale or at a discounted price are not eligible for refunds and may only qualify for store credit or exchange, subject to inspection and approval.

  • ONAIE does not offer gift return extensions beyond the stated 14-day returns window.

If the original purchaser is unable or unwilling to initiate the return, the item will be considered final sale.

Order Amendments and Cancellations

  • Orders cannot be amended or cancelled once placed.

  • Please ensure all details are correct before completing your purchase.