Frequently asked questions

Keep your order confirmation and use its order number when contacting us. Check the selected options and delivery address in that confirmation, and contact support promptly if you need a change.

Operational changes are possible until carrier handoff. Your UK statutory cancellation right continues after dispatch, as explained in Returns and refunds.

Shipping is free on all UK orders, with no minimum order value. The outward delivery charge for this service is £0.00.

Processing takes 1-2 business days, followed by 5-8 business days in transit. Total delivery time is 6-10 business days, and business days mean Monday to Friday.

The operational cut-off is 2:00 PM EST/EDT (New York time), Monday to Friday. Orders after that cut-off enter the next business day's processing schedule.

Open the tracking link in your shipping confirmation to see carrier updates. Our Track order page explains where to find that message and how to ask for help.

Our voluntary return offer lasts 30 calendar days from delivery, subject to its conditions. Your separate UK statutory cancellation right includes 14 days to notify cancellation and a further 14 days to return the goods.

Size or colour exchanges are free within 30 calendar days of delivery. Email us with your order number and preferred replacement. We reserve and dispatch the replacement as soon as the exchange is registered, before your original item arrives back. Onellia pays both the return postage and the replacement delivery. If the requested option is unavailable, we let you know and arrange a refund instead.

You pay return postage when asking for a change-of-mind refund. Onellia pays for faulty or wrong-item returns and both directions of a size or colour exchange; full details are in Returns and refunds.

We issue a refund to the original payment method within 5 business days after return receipt, subject to any earlier statutory deadline. Your payment provider processes the credit after we issue it, and we confirm when the refund has been made.

Select the colour and size on the individual product page to see the choices for that item. For help with a particular option, send us the product link and your question using the contact page.

Onellia displays prices and order totals in pounds sterling (GBP). PayPal is available at checkout. Review the order total and PayPal authorisation before confirming your purchase.

Use info@onellia.com or the form on our contact page. Email and contact form support is available Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time).