Shipping & Returns Policy

Shipping & Returns Policy
Last updated: 18 May 2025

This policy outlines the terms of shipping and returns for purchases made on our website.

1. Shipping Information

Shipping Area
We currently ship exclusively to countries within the European Union (EU), England and Norway.

Shipping Costs
Shipping is free of charge for all orders above €350.

Delivery Times

  • Standard Shipping: 2–5 business days

  • Express Shipping: Optional upgrade at checkout

Delivery times are estimated and may vary depending on your location, item availability, and courier logistics. We are not liable for delays caused by third-party carriers.

2. Order Processing

Orders are typically processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next working day.

You will receive a confirmation email with tracking information once your order has shipped.

3. Return Policy

Return Period
You may return items within 14 days of delivery.

Return Conditions

  • Items must be unused, undamaged, and in their original packaging.

  • Returns are only accepted if you contact us before sending the item back.

  • Return shipping costs are borne by the customer unless otherwise agreed.

How to Initiate a Return
Please contact us at info@ondinah.com with your order number and reason for return. We will provide instructions on how to proceed.

4. Refunds

Once we receive and inspect the returned items, we will process your refund using the same payment method used for the original purchase.

Refunds may take several business days to appear on your statement.

5. Damaged or Defective Items

If you receive a damaged or defective item, contact us within 3 days of delivery at info@ondinah.com with photo documentation. We will arrange for a replacement or refund at no additional cost to you.

 

6. Customs Information

For all purchases shipped outside the European Union, customs duties, local taxes, import duties, or other customs charges may be applied. These costs are the exclusive responsibility of the customer and vary depending on the country of destination.
We have no control over these charges and cannot predict their amount. Please contact your local customs office for detailed information.
Note: If customs clearance procedures are required, this may lead to delivery delays beyond our original estimates.

Contact
For questions about shipping or returns, please reach out to:
info@ondinah.com