Shipping policy
This policy explains delivery for Onellia orders addressed to the United Kingdom. Read it alongside the product information, your order summary and our returns policy. Onellia is operated by Mumora Media LLC. The contact details at the end of this page identify the operator and the support channel for an existing or prospective order.
Delivery regions and costs
We offer free shipping on all UK orders, with no minimum order value. The shipping charge for this service is £0.00. Prices and order totals are shown in pounds sterling (GBP). This free-delivery offer applies to the outward delivery of your purchase. Return postage is governed by the separate returns and refunds policy, including our free size or colour exchange service.
Use a complete UK delivery address at checkout, including the recipient's name, building or house number, street and postcode. Review the address before submitting your order. If you notice an error afterwards, contact us with your order number and the corrected details so we can check the order's progress.
Processing time
Order processing takes 1-2 business days. Business days in this policy mean Monday to Friday. Processing covers the period before your parcel is handed to the carrier; it is separate from the carrier's transit time. The delivery timeline on our product pages uses the same stages and the same business-day definition.
An order confirmation acknowledges the details of your order. A dispatch message relates to the later handoff to the carrier. Keep both messages so you can refer to the order number and the delivery information when contacting support. A dispatch notification, rather than an order confirmation alone, is the relevant message for following the parcel's journey.
Order cut-off
Our operational order cut-off is 2:00 PM EST/EDT (New York time), Monday to Friday. This is a New York time cut-off, not a UK local-time promise. Orders placed after that cut-off enter the next business day's processing schedule. Orders placed on Saturday or Sunday enter the Monday processing schedule.
EST applies during New York standard time and EDT during daylight saving time. The difference between UK and New York local time changes around the daylight-saving transitions, so use the stated New York time when checking the cut-off. The cut-off determines the processing schedule; it does not shorten the stated transit period or promise dispatch on the day an order is placed.
Dispatch and tracking
When your order is dispatched, the shipping confirmation provides the tracking information for the parcel. Open the tracking link in that message to follow the updates supplied by the carrier. You can also read the guidance on our Track order page and contact support if you need help locating the message.
If your confirmation is difficult to find, check the inbox and junk folder for the email address used at checkout. Give support your order number and the name on the order when asking about a parcel. Use the contact form or email address on our contact page rather than posting order details publicly.
Transit and total delivery time
Carrier transit takes 5-8 business days after dispatch. With the 1-2 business days of processing, the total delivery time is 6-10 business days. Both stages use Monday to Friday as business days. The lower end is 1 processing day plus 5 transit days; the upper end is 2 processing days plus 8 transit days.
The transit period begins after handoff to the carrier, so a tracking message and a processing confirmation describe different points in the journey. When checking whether a delivery is within the stated window, count the processing and transit stages together and exclude Saturday and Sunday from that business-day count.
For example, an order entering processing on a Friday continues through the following Monday if a second processing day is needed. The weekend does not become two additional processing days. This example explains how business days are counted; the order's actual dispatch and tracking information provides the relevant dates for that parcel.
Changes and cancellation requests
Contact support promptly if you want to change an address, amend an order or request cancellation before dispatch. Operational order changes are possible until carrier handoff. Include your order number and a clear description of the requested change so the request can be matched to the correct order.
Your UK statutory right to cancel a distance purchase continues after dispatch. The carrier-handoff limit relates to changing the parcel before it leaves the processing stage; it does not remove your statutory cancellation rights. See Returns and refunds for the statutory notification period, return period and our separate 30-day voluntary returns offer.
Delayed deliveries
If your parcel has not arrived within the stated total delivery window, contact us with the order number and the latest tracking update. We will look into the delivery with the information available for your order and explain the next step. Keep any delivery messages so the dates and tracking details can be checked together.
Where a delivery problem affects your legal rights, those rights take priority over a routine carrier enquiry. If a delivery date is essential to your purchase, discuss that requirement with support before ordering. The standard service described here is the 6-10 business-day service; a request in an order note does not itself establish a different delivery agreement.
Lost, damaged or incorrect deliveries
Tell us if tracking reports delivery but you have not received the parcel. Check the delivery details shown in the carrier's update and contact support with the order reference. We will investigate the report and explain the available resolution. Responsibility for delivering your order remains with us until it reaches you or a person you have identified to receive it.
For damage or an incorrect item, send a description of the problem and, where useful, photographs of the item and packaging. Photographs help us understand what happened and are not a condition that removes your statutory rights. Onellia pays the return costs for faulty or wrong items. The detailed remedy and refund information is in our returns and refunds policy.
Related policies and information
Contact
Brand name: Onellia
Operator: Mumora Media LLC
Business address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States
Email: info@onellia.com
Email and contact form support: Monday to Friday, 9:00 AM to 3:00 PM EST/EDT (Eastern Time)