Shipping & Returns Policy
At ONYXELLE, we do everything we can to make your experience as delightful as our creations. Below is everything you need to know about shipping and returns for your favorite pieces, depending on your country of residence.
🇺🇸 Shipping & Returns — United States
Service areas
We deliver throughout the United States, except to P.O. boxes and certain non-continental territories.
Shipping fees & timelines
- Shipping fees: automatically calculated at checkout based on your location and the selected carrier (USPS or UPS).
- Free shipping: available on orders of $70 USD or more.
- Estimated timeline: 7–12 business days including processing and transit.
Local taxes & duties
US orders may be subject to local sales tax depending on the delivery state. These fees are calculated automatically at checkout. No customs duties apply for domestic shipments.
Returns & refunds — USA
- Return window: 30 days from delivery.
- Conditions: items must be unworn, unwashed, and returned in their original packaging.
- Excluded items: underwear, swimwear with the hygiene seal removed, or any personalized item.
- Return shipping fees: borne by the customer unless due to our error or a defective product.
- Return address: our customer service will provide the correct US or international return address depending on your order.
- Refunds: issued within 14 days after receipt and inspection, to the original method of payment.
US customer service
For any questions about a US order, contact: contact@onyxelle.com
🇪🇺 Shipping & Returns — Europe
Service areas
We currently ship to the following countries to provide reliable and fast service:
- Metropolitan France
- Switzerland
- Belgium & Luxembourg
- Netherlands
- Germany
- Austria
Shipping costs
Shipping fees are calculated automatically at checkout based on the destination country. Free shipping from €100 / CHF 100.
| Country | Method | Fees | Free over |
|---|---|---|---|
| 🇫🇷 France | Tracked La Poste | Free | — |
| 🇨🇭 Switzerland | International Tracked Shipping | CHF 5.90 | CHF 100 |
| 🇧🇪 Belgium / 🇱🇺 Luxembourg | International Tracked Shipping | €5.90 | €100 |
| 🇳🇱 Netherlands | International Tracked Shipping | €5.90 | €100 |
| 🇩🇪 Germany / 🇦🇹 Austria | International Tracked Shipping | €6.90 | €100 |
Processing & shipping times
Our shipments follow a two-step process:
- Order processing: up to 3 business days for preparation, quality control, and packing.
- Transit:
- 🇫🇷 France: 5–7 business days
- 🇨🇭 Switzerland: 5–9 business days
- 🇧🇪 🇱🇺 🇳🇱 Belgium / Luxembourg / Netherlands: 5–9 business days
- 🇩🇪 🇦🇹 Germany / Austria: 6–10 business days
The total estimated time is therefore 8–10 business days for France and 8–12 business days for other countries.
Taxes & customs (Switzerland only)
Orders shipped to Switzerland may be subject to customs duties or local VAT under applicable regulations. These costs remain the customer’s responsibility unless otherwise stated at checkout.
Returns & refunds — Europe
In accordance with consumer law, you have a 14-day right of withdrawal from receipt of your order, with no obligation to provide a reason.
To exercise this right, please contact our customer service at contact@onyxelle.com. Returns must be sent to:
ONYXELLE Returns
Easy-Delivery 3GHSZQ
33 Boulevard Tisseron
13014 Marseille – France
Return conditions:
- Items must be returned in their original condition, complete, unworn (except for a simple try-on), and undamaged.
- Original tags and packaging must be included.
- Certain items cannot be returned for hygiene reasons (e.g., underwear, swimwear with hygiene liner removed).
Return shipping fees: unless due to our error or a defective product, return shipping is the customer’s responsibility. For international returns, please clearly indicate “Returned goods” on the parcel to avoid customs charges.
Refunds: refunds are processed within 14 days of receiving and inspecting returned items, via the original method of payment.
📦 Order tracking
Once your order ships, a confirmation email with a tracking number will be sent so you can track your parcel in real time.
❗ Delays & lost parcels
If you have not received your order within 15 business days of shipment, please contact us at contact@onyxelle.com with your order number. An inquiry will be opened within 48 hours.
If the tracking status remains unchanged for more than 7 consecutive days, the parcel will be considered potentially lost, and we will offer either a free reshipment or a full refund.
Need help?
Our customer service team is available for any questions at: contact@onyxelle.com.
Last updated: October 11, 2025
