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 STANDARD DELIVERY)

Spain and Portugal (Mainland) – Standard

  • Cost: €4.95
  • Delivery time: 3–5 business days from dispatch*

Spain and Portugal (Mainland) – Express

  • Cost: €7.95
  • Delivery time: 1–3 business days from dispatch*

Balearic Islands

  • Cost: €7.95
  • Delivery time: 3–5 business days from dispatch*

Italy, France, Germany

  • Cost: €7.95
  • Delivery time: 3–5 business days from dispatch*

Austria, Belgium, Denmark, Ireland, Luxembourg, Netherlands, Poland, United Kingdom

  • Cost: €14.95
  • Delivery time: 3–5 business days from dispatch*

Croatia, Finland, Greece, Romania, Sweden, Switzerland

  • Cost: €35.00
  • Delivery time: 3–5 business days from dispatch*

Australia, Canada, United States, Mexico

  • Cost: €50.00
  • Delivery time: 7–10 business days from dispatch*

* Please note: Due to high demand, delays may occur. You will receive an email from CORREOS once your package has been shipped.


CUSTOMS, DUTIES AND INTERNATIONAL DELIVERY CONDITIONS

Orders are shipped with CORREOS under the DDU (Delivery Duty Unpaid) incoterm.

  • 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 a confirmation email from CORREOS including shipment details and, where applicable, tracking information.

SHIPMENT INFORMATION: The order tracking number matches the order number (#9999). You can check it at CORREOS. Please note that your order may experience delays because of the high demand, so shipping information will not be immediate. You will receive an email from CORREOS when the package is shipped.

 

RETURNS POLICY

RETURNS

Customers have a period of fourteen (14) calendar days from the date of receipt of the order to request the return of one or more items.
 The request must be submitted via the customer’s account on onne.com, under the “My Orders” section, so that the return is formally registered.

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

  • ÔNNE Offices
  • Calle Poeta Zorrilla nº4
  • CP: 03600
  • Elda, Alicante (Spain)
  • Contact phone: +34 620 25 98 17

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

We recommend using Correos (within Spain) or, for international orders, a reliable courier service with tracking. 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 via a digital gift card with no expiration date, redeemable at any time on onne.com.

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 are always borne by the customer, unless the reason is attributable to ÔNNE (defective, incorrect, or flawed products).
  • In the case of a full order return, ÔNNE will also refund the original shipping costs.
  • In partial returns, original shipping costs will not be refunded.

 

SIZE CHANGES

ÔNNE does not currently offer direct size exchanges.
 If a different size is required, the customer must return the original item and place a new order through the Website.

The return refund will be managed as described above. For full order returns, original shipping costs will also be refunded.


DEFECTIVE ORDERS

Given the nature of the products, the customer has one (1) month from the detection of the defect to notify ÔNNE via WhatsApp (+34 683 400 740). 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, either via a digital gift card with no expiration date or, if the statutory right of withdrawal applies, via the original payment method used.

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 return shipping costs and will also refund the original shipping costs if the return applies to the full order.