FAQs

How can I contact Onixiah?
You can email us at support@onixiah.com 
where our customer service team will be 
happy to help you with whatever you need!

Do you ship worldwide?
Yes

Where do you ship from?
We ship from Hong Kong

Can I change or cancel my order?
As we aim to process orders as fast as 
possible, you must request any changes/
cancellations within 12 hours of ordering. 
All requests after this time will be denied. 
Your order can be returned for a full refund 
after it is received.

What payment methods do you accept?
We accept all major credit cards (VISA, 
Mastercard, AMEX) and PayPal payments.

When will my order be processed?
All orders are handled and shipped out 
from our warehouse. Please allow extra time 
for your order to be processed during 
holidays and sale seasons. We process orders 
between Monday and Friday. Orders will be 
processed within 1-3 business days from the 
order date and shipped the next day after the 
processing day. Please note that we don't 
ship on weekends.

How long will it take to receive my order?
Due to high demand, orders may take between 1-4 weeks 
to arrive.

What if I don't receive my order?
If you don't receive your order within 30 days after 
shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free 
in GBP which means you may be liable to pay 
for duties and taxes once you receive your order. 
Import taxes, duties and related customs fees may 
be charged once your order arrives to its final 
destination, which are determined by your local 
customs office. Payment of these charges and taxes
are your responsibility and will not be covered 
by us. We are not responsible for delays caused by 
the customs department in your country. For further 
details of charges, please contact your local 
customs office.

How do I return an item?
Please contact us at support@onixiah.com

What if the item(s) I received are defective/
incorrect/damaged?
Please contact us if you have received merchandise 
that is incorrect, missing, and/or defective. 
Please include your order number, photographs of the 
item(s) and all related references upon receiving 
your package. We will do our very best to resolve 
your case as soon as possible.

When will I receive my refund?
All refunds will be credited to your original form 
of payment. If you paid by credit or debit card, 
refunds will be sent to the card-issuing bank within 
7-10 business days of receipt of the returned item or 
cancellation request. Please contact the card-issuing 
bank with questions about when the credit will be posted 
to your account. If you haven't received a credit for 
your return yet, here's what to do: Contact the bank/
credit card company. It may take some time before the 
refund is posted to your account.