Customer care

ORDERS AND TERMS OF SALE

The purpose of the offering of products and services through ONNE’ Web Site is the purchase of swimwear or activewear clothes of the brand ONNE by the Users.

To place any orders through the Web Site, the User must previously fill in a purchase form. The data included in said purchase form are necessary to manage your purchase order.

 

PRICE, MEANS OF PAYMENT AND DISCOUNT CODES

Upon completion of the form, the User shall pay the order using the means of payment specified on the Web Site.

Once the payment has been made, the User will receive an email confirming the order. This email will include a summary of the articles acquired, the type of delivery requested and the address for delivery.

If there is any problem at the time of payment which prevents same, the User will receive an automatic message indicating the existence of a payment error. Your order will not be processed until full completion of the payment.

The prices of the services are stated in Euros (€) and include taxes and handling and delivery expenses, the amount of which shall be specified at the time of final confirmation of each order.

ONNE may offer discount codes to its Users from time to time. Said discounts may only be applied as per the instructions specified by ONNE for each code and, in any event, only one code may be used per order.

The use of the discounts codes are not available with some promotional campaigns and collections.

INFORMATION ABOUT THE PRODUCTS AND SERVICES PROVIDED BY ONNE 

The data included on the Web Site in each description of the products and services, with their photographs, graphic or iconographic depictions or videos, as well as their trade names, trademarks or distinctive signs of any description, have mere information purposes. Therefore, ONNE waives any liability resulting from errors in said information, but undertakes to make its best efforts to correct the said errors or omissions as soon as possible after being informed thereof.

ESTIMATE TIME OF DELIVERY AND SHIPPING FEES

STANDARD DELIVERY

Iberian Peninsula, Islas Baleares y Andorra.

- Standard delivery cost: 4.95€.

- Your order will be prepared and dispatched in 24/48h.

- the delivery time will be between 3-5 working days after dispatch.

 

Germany, Belgium, France, Netherlands, Italy, Greece, Austria, Denmark, United Kingdom, Ireland, Poland, Czechia, Croatia, Finland, Norway, Romania, Serbia, Sweden and Switzerland.

- Standard delivery cost: 15€.

- Your order will be prepared and dispatched in 24/48h.

- the delivery time will be between 5-7 working days after dispatch.

 

EXPRESS DELIVERY

Iberian Peninsula, Islas Baleares y Andorra.

- Express delivery cost: 7.95€.

- Your order will be prepared and dispatched in 24/48h.

- the delivery time will be between 1-3 working days after dispatch.

 

Germany, Belgium, France, Netherlands, Italy, Greece, Austria, Denmark, United Kingdom, Ireland, Poland, Czechia, Croatia, Finland, Norway, Romania, Serbia, Sweden and Switzerland.

- Express delivery cost: 18€.

- Your order will be prepared and dispatched in 24/48h.

- the delivery time will be between 3-5 working days after dispatch.

 

*Provided that the distribution network functions as expected.

CHANGES

Changes will be admitted within 14 days after receiving your order. ONNE can refuse the change if more days have passed than indicated above. Items must be returned in their original condition, including labels, health stickers and inside their protective pouch.

ONNE reserves the right to refuse an exchange if items are returned worn, dirty, worn or damaged in any way or have any type of perfume or scent on the fabric and will be returned to sender. You will be notified by email if your returned item is not suitable for an exchange. The cost of the return shipment is borne by the customer and is not refundable.

ONNE is not responsible for sending the package back. The consumer must bear the cost of the return shipment and is responsible for the product until ONNE notifies that the product has arrived at its warehouse. ONNE will not issue a refund for items not received or lost in transit.

Once the package reaches our distribution system, the items will be inspected. If it is in perfect condition, the exchange will be accepted and you will receive an email confirming that your item will be refunded on credit through a personal code to use in a new order. This personal code has no expiration date and can be used whenever you want.

RETURN OF DEFECTIVE PRODUCT AND RIGHT TO WAIVER

Returns due to manufacturing defects.

Customers will be able to return any product to ONNE, without any cost, that is defective or that does not comply with the description made during a period of two (2) years from the date in which the product was received. Taking into account the nature of the products purchased, the customer will have a period of two (2) months from the date of knowledge of the product defect to communicate it to ONNE through the CONTACT channel set up for this purpose, indicating the defective product or products, attaching photographs and other evidence showing the defects of the products, as well as a detailed list of the defects found, the purchase order and any other additional documentation that identifies the purchase made by the customer.

Once ONNE has received communication from the customer and has analyzed the issue through its Quality Department, we will notify you as soon as possible whether or not the product can be returned, objectively addressing the nature of the product or the nature of the alleged defect. If the return is deemed necessary, ONNE will notify the customer on how to send the defective product to their warehouses. The address is as follows: 

ONNE HQ
Calle Santiago Ramón y Cajal, 37 Primero 
03203 Elche (Alicante)
España

 

However, ONNE will not, in any case, be responsible for products that are returned without having been processed by the customer following the procedure detailed above.

Each product to be returned must be unused or, if the defect is found after normal daily use, in the best possible condition, and must be returned together with all its labels, packaging and -where appropriate-, documentation and original accessory items that came with it. If this is not carried out correctly by the customer, ONNE and, in particular, its Quality Department, will have to objectively evaluate the issue determining if the product is defective taking into account its nature and the nature of the supposed defect.

ONNE advises the customer that, due to the features of the products, general repairs cannot be carried out because it would be considered unreasonable. In the event that the features of the specific product and its defect is possible to repair, the customer will be informed of this circumstance as soon as possible, giving them the possibility of choosing between replacement or repair.

In line with the above stated, the customer may replace the defective product with another of identical features, not involving any additional cost to replace the product. If it is not possible to replace the defective product with another of identical features, you will be offered the possibility of choosing a new model.

The delivery of the product of identical features or of the new model that the customer has chosen, according to correspondence, will be carried out within three (3) to five (5) business days from the date in which ONNE will confirm to the customer the replacement of the defective product or the shipment of the new model.

In the event that the repair of the product could not be carried out and the replacement of the product was not in accordance with the contract, the customer may choose to terminate the contract. ONNE advises customers that the processing period of the refund of the amounts paid will depend on the method of payment that the customer would have used when purchasing the product: 

If the customer has made payment by credit/debit card, ONNE will refund the amount paid within fourteen (14) calendar days after the customer has decided to terminate the contract.

If the customer has made payment via PayPal, ONNE will refund the amount paid within twenty-four (24)-forty-eight (48) business hours after the customer has decided to terminate the contract.

 

Right to waiver.

The customer will have the right to cancel the order placed at a distance without giving any reason, during a period of fourteen (14) calendar days from receiving the product. The customer may send the entire order or, if preferred, may send any of the products that make up the total order, all without penalty and without needing to provide reason.

The customer shall bear the direct cost of the return to ONNE, whether you return the order in full or decide to return only some of the products in the order.

To initiate the return, you must contact ONNE at www.onne.com/es/pages/contact-us. Once this communication has been received, ONNE will indicate how to send the order to its offices or warehouses.

 The customer must send the product to the following ONNE warehouse:

ONNE HQ
Calle Santiago Ramón y Cajal, 37 Primero 
03203 Elche (Alicante)
España

ONNE is not responsible for the courier company that the customer chooses to use for the return of the order. In this sense, ONNE recommends that the customer requires the courier company to provide proof of delivery once the courier has delivered the product in ONNE offices, so that the customer is made aware that the product has been delivered successfully to ONNE. ONNE is not responsible for the address from which the customer sends the order for return if it is different from that of which has been previously indicated. ONNE will be able to solicit to the customer the shipment of the above-mentioned proof of delivery to the effects of confirming the same one.

The costs of returning the order (e.g. shipping costs via courier companies) will be paid for directly by the customer.

The product must be in perfect condition and with all its labels, packaging and -where appropriate-, documentation and original accessories that came with it. If the customer do not proceed in this way or if the product has suffered any damage, the customer accepts that the product may suffer a depreciation or that ONNE may reject the exercise of the right to a cancellation by the customer.

Once ONNE verifies that the order is in optimal conditions, ONNE will proceed to return the total of the amounts paid by the customer.

If the customer decides to return the order in full, ONNE will refund to the customer the full amount paid (including shipping costs related to the delivery of ONNE to the customer).

If the customer only wishes to return one or some of the products that were part of the order, ONNE will not be able to refund the shipping costs that the customer has paid for the entire order.

ONNE advises its customers that the processing period of the refund of the amounts paid will depend on the method of payment that the customer would have used at the time of purchasing the product:

If the customer has made payment by credit/debit card, ONNE will refund the amount paid within fourteen (14) calendar days after the customer has decided to terminate the contract.

If the customer has made payment through PAYPAL, ONNE will refund the amount paid within twenty-four (24)-forty-eight (48) business hours from when the customer decided to terminate the contract. 

In any case, ONNE will return the amounts paid as soon as possible and within fourteen (14) calendar days following the date on which the customer has indicated their decision to terminate the contract.