Where We Ship From

We ship from China to the UK. Our products are packed and dispatched from our partner warehouse in China to offer competitive pricing. All orders are processed and dispatched from our fulfilment centre in China directly to UK customers.

All-Inclusive Pricing: No Hidden Fees
We believe in transparent pricing. We cover all customs duties and VAT on your behalf. The price you see at checkout is the final price you pay. You will not be asked for any additional payments upon delivery. 

Shipping Costs & Times

• Standard Shipping: A flat rate of £4.99 applies to all orders.
• Free Shipping: We offer FREE standard shipping on all orders of £50 or more.
• Processing & Handling time: 1–3 business days.
• Transit time: 5–10 business days.

Shipping Partners
We use Yunexpress for international shipping from China to the UK, with Royal Mail handling final delivery within the UK. You'll receive tracking information for both stages of delivery.

Order Processing

• Our order cutoff time is 3:00 PM London time, Monday - Friday. Orders placed after this time will be processed the next business day.

Shipping Restrictions:

• We currently ship only within the United Kingdom.

Order Tracking

• You will receive a shipping confirmation email with a tracking number once your order is dispatched. Please allow 3-5 business days for the tracking information to become active. Once your package arrives in the UK, final delivery is handled by Royal Mail, and you can track the final delivery stage through Royal Mail's tracking system.

Incorrect Address

• The customer is responsible for providing a complete and accurate shipping address. We are not liable for orders shipped to an incorrect address provided by the buyer.

Contact Information:

• Email: sales@onki.store
  
• Weekdays: 9.00AM - 5.00PM

Our Promise
We want you to be happy with your purchase. If you are not satisfied with your order for any reason, we are here to help.

Returns for unwanted items

• Return Window: You have 30 calendar days from the date of delivery to initiate a return.
• Condition of Items: To be eligible for a return, items must be in their original condition and in their original packaging with all tags attached.

How to Start a Return

To initiate a return, follow either of these simple steps:

Option 1:

1. Contact our support team by emailing sales@onki.store. Include your order number and the reason for your return.
2. Our team will review your request and respond with the next steps.
3. If your return is approved, we will send you clear instructions on how to return your package to our fulfilment centre in China.

Option 2:

1. Go to our online returns portal: Log a return
2. Enter your order number and email address.
3. Select the items you wish to return and the reason.
4. Follow the on-screen instructions to receive the return mailing address.

Refunds and Shipping

• Refund Process: Once we receive and inspect your return, we will notify you of the approval. Approved refunds are processed to your original payment method within 2 business days.
• Return Shipping Costs (Unwanted Items): You are responsible for the cost of return postage to our fulfilment centre in China for unwanted items. We recommend using a trackable international shipping service, as you are responsible for the items until they reach our facility in China.
• Return Shipping Destination: All returns must be shipped back to our fulfilment centre in China. Detailed return shipping instructions and address will be provided when your return is approved.
• Original Shipping Fees: Original shipping fees paid on your order are non-refundable (this does not apply to merchant-fault returns). 
• Damaged, Defective, or Incorrect Items: If you receive a damaged, defective, or incorrect item, please contact us immediately at sales@onki.store. We will issue a full refund, including original shipping fees, without requiring you to return the item.

1-Year Warranty on defective or faulty items
All our items are covered by a 1-year warranty against manufacturing defects.

• Process: If a purchased item becomes defective within one year of receipt, you may be entitled to a warranty repair. Contact us with pictures or videos of the defect. After confirmation, you can send the item back for repair.
• Warranty Exclusions: The warranty does not cover damage from misuse, disassembly, drops, water damage, or other artificial damage. In such cases, you are responsible for all return shipping fees and repair costs.

Customer Shipping Address
You are responsible for providing the correct shipping address. Contact us immediately if you realise you've used an incorrect address, as we cannot modify it once the order has shipped.

Contact Information:

• Email: sales@onki.store
  
• Weekdays: 9.00AM - 5.00PM