CONDITIONS

To start a return or check your order, use our help forms:
Order status · Start a return

ORDERS AND SALES CONDITIONS

PURPOSE

The purpose of offering products and services through the ÔNNE Website is to enable users to purchase clothing items from the ÔNNE brand.

 

ORDERING PROCESS

To place an order, the user must complete the purchase form available on the Website.
 The information requested is necessary for the correct processing, billing, and delivery of the order.

Once the form has been completed and payment has been made:

  • The user will receive a confirmation email including a summary of the purchased items, the chosen shipping method, and the delivery address.
  • If a payment error occurs, the system will display an automatic error message, and the order will not be processed until the payment is successfully completed.

PRICE, PAYMENT METHODS AND DISCOUNT CODES

  • Prices are expressed in Euros (€) and include taxes.
  • Handling and shipping fees will be itemized during the purchase process and in the final order confirmation, depending on the destination and delivery method.
  • Payment must be made using the payment methods available on the Website at the time of purchase.
  • ÔNNE may occasionally issue discount codes.

Conditions of use:

  • Each code is subject to its own specific terms and conditions.
  • Codes are not cumulative and may not apply to certain promotional campaigns or collections.
  • Only one discount code per order is permitted.

INFORMATION ON PRODUCTS AND SERVICES

The descriptions, photographs, graphic or iconographic representations, videos, trade names, trademarks, and other distinctive signs published on the Website are provided for informational purposes only.
 While ÔNNE strives for maximum accuracy, it does not assume responsibility for errors or omissions and undertakes to correct them as quickly as possible once detected or reported.

 

ESTIMATED DELIVERY TIMES AND SHIPPING COSTS

FREE STANDARD SHIPPING on all orders over €100.

Europe

  • Standard: €8 (free over €100)
  • Delivery time: 3–5 business days from dispatch*

Rest of the World

  • Standard: €12 (free over €100)
  • Delivery time: 7–10 business days from dispatch*

* Exact shipping costs depending on country will be shown at checkout. Due to high demand, delays may occur. You will receive an email from the courier service once your package has been shipped.

CUSTOMS, DUTIES AND INTERNATIONAL DELIVERY CONDITIONS

Orders are shipped under the DAP (Delivered At Place) incoterm, except for orders to the United States and Switzerland, which are shipped under the DDP (Delivered Duty Paid) incoterm, with duties and taxes paid at origin.

  • ÔNNE is not responsible for duties, taxes, or charges applied by customs in the destination country; any additional costs will be borne by the customer.
  • For more information on duties and taxes, please contact your local customs office.
  • If a shipment is refused by the recipient, reshipping fees may apply.
  • If the package is returned to ÔNNE, the customer will not be refunded the original shipping cost.

SHIPPING COMMUNICATIONS

Once the order has been processed and dispatched, the customer will receive an email from the courier service with the tracking number and a link to follow the shipment.

The tracking number is issued by the courier and does not match the ÔNNE order number, so the number provided in that email must be used. Tracking information may take some time to become available, especially during periods of high demand.

 

RETURNS POLICY

RETURNS

Customers have a period of thirty (30) days from the date of dispatch of the order to request the return or exchange of one or more items.

Once the request has been processed, items must be returned to the following address:

  • ÔNNE Offices
  • Calle Poeta Zorrilla nº44
  • CP: 03600
  • Elda, Alicante (Spain)

Items must be in perfect condition, unused, unaltered, and returned with their original packaging, tags, documentation, and accessories.

Once the return request has been processed, the customer will be able to generate and download the return label from our returns portal at no cost. Returns must be sent with a tracked service using that label; returns sent by ordinary letter post will not be accepted, as they cannot be traced.

The customer is responsible for ensuring that the package reaches ÔNNE’s offices. Once received, items will be inspected before the return is approved.

REFUND METHOD

As a general rule, approved returns will be refunded to the same payment method used for the original purchase.

If the return falls within the statutory right of withdrawal under consumer protection law (within fourteen (14) calendar days of receipt), the customer may request a refund to the original payment method used in the purchase.

Return shipping costs: the return label is free of charge. It can be generated and downloaded from our returns portal when the return request is submitted.

In cases where the return of an order is made from a territory different from the original delivery location, or from any country or region that may generate import duties, customs fees, taxes, DUA charges, customs clearance handling fees, or any other costs arising from the international or interterritorial transit of the shipment, such costs shall be borne in full by the customer.

The return shipment must always be sent free of charges to the company (Delivered Duty Paid – DDP – or equivalent service). If the package incurs any additional charges upon receipt, the company reserves the right to refuse delivery.

Under no circumstances shall the company be responsible for any costs arising from customs or tax procedures associated with the return of the product.

 

SIZE CHANGES

When initiating a return, ÔNNE accepts exchanges for another size, colour or item, or a refund. The process is to return the original item (using this form https://onne.com/pages/devoluciones) and place a new order through the website.

 

DEFECTIVE ORDERS

Given the nature of the products, the customer has thirty (30) days from the detection of the defect to notify ÔNNE via mail: info@onne.com. Customers must provide the affected product details, photographs and evidence of the defect, the purchase order, and any supporting documentation identifying the transaction.

ÔNNE’s Quality Department will review the claim and notify the customer as soon as possible whether the return is accepted, based on the nature of the product and the defect. ÔNNE will not accept returns that do not follow this procedure.

Items must be returned in the best possible condition: unused, or, if the defect appeared after normal use, in adequate condition. They must also include all original tags, packaging, documentation, and accessories.

If a defective product is confirmed, the customer may choose between:

  • Replacement with an identical product (at no additional cost).
  • Refund to the original payment method used in the purchase.

Replacement or delivery of a new model (if selected) will be carried out within approximately three (3) to five (5) business days from ÔNNE’s confirmation.

In all confirmed cases, ÔNNE will cover the return shipping costs.