Returns & Refunds

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.

Statutory Cancellation Rights (Online Orders)

For online orders, customers have the right to cancel their purchase within 14 days of receiving their order in accordance with the Consumer Contracts Regulations.

To exercise this right, customers must notify us of their intention to cancel within 14 days of delivery and return the item to us within a further 14 days. Items must be returned in an unused, unworn, unwashed, and resellable condition.

These statutory rights apply regardless of whether an item was purchased at full price or at a discounted price.

Returns Eligibility

Returns are accepted under the following conditions:

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

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

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 except where statutory cancellation or consumer rights apply.

Items Returned in Non-Resellable Condition

If an item is returned to us in a condition that makes it unsellable, including but not limited to signs of wear, washing, damage, missing labels/stickers, strong odours, or packaging that is not secure, the return will be rejected and no refund will be issued.

In such cases, the customer is responsible for arranging collection or re-delivery of the item at their own cost within 7 days of being notified. If the item is not collected or re-delivered within this 7-day period, we reserve the right to dispose of it.

Sale and Discounted Items

Sale and discounted items have the same statutory return and refund rights as full-price items.

If you wish to return an online purchase, please notify us within 14 days of receiving your order. You then have a further 14 days to send the items back.

Refunds are issued to your original payment method for the amount paid. You may request an exchange or store credit instead, if you prefer. Exchanges are subject to stock availability.

You may try slippers on indoors to check the fit. If an item loses value because it has been used, have marks on the sole from wearing, are damaged or handled beyond what is necessary to inspect it, we may make a proportionate deduction from your refund, where permitted by law.

Your statutory rights relating to faulty or incorrectly described items are unaffected.

How to Register a Return

To arrange a return, please use our online returns centre:

https://onaie.returnscenter.com/

You will need your order number and the email address used when placing your order. We will send your return instructions by email.

You can also notify us that you wish to cancel by emailing enquiries@onaie.com. Please include your name and order number so we can identify your purchase.

Please include your name and order number inside your return parcel. We recommend using a tracked service and keeping your proof of posting.

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.

All returns must include an information slip inside the parcel clearly stating the order number and customer details.

Customers must also submit the tracking number for their return via our online returns centre. Returns without a submitted tracking number may not be processed.

Returns received without an information slip or without tracking information added to the returns centre may not be processed.

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 we receive your returned item for the refund to be processed. Once the refund has been issued, it may take a few extra working days for the credit to appear on your statement, depending on your bank or payment provider.

Original shipping costs are non-refundable, except where required by law.

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 should be reported to our Customer Service team as soon as possible after receipt.

This does not affect your statutory rights under the Consumer Rights Act 2015.

Items showing general wear and tear are not considered faulty.

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

Returns requested by gift recipients cannot be processed.

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.

Order Amendments and Cancellations

Orders cannot be amended or cancelled once placed.

Please ensure all details are correct before completing your purchase.