Frequently Asked Questions (FAQ)

Last updated: October 11, 2025

Any questions?

Your satisfaction is our priority. If you can’t find the answer below, our customer service team will be happy to help. Contact us at: contact@onyxelle.com.

Shipping

What are the shipping times and costs for the United States?

We prepare and ship your orders within 3 business days. Once handed over to the carrier (USPS or UPS), delivery takes an estimated 7–12 business days (processing + transit).

  • 🇺🇸 United States: shipping fees are calculated at checkout depending on your state and carrier.
  • Free shipping on all orders over $70 USD.
  • A tracking number is provided by email once your package ships.

Note: we do not ship to P.O. boxes or certain non-continental territories.

What are the shipping times and costs for Europe?

Orders are prepared within 3 business days, then delivered according to destination:

  • 🇫🇷 France: 5–7 business days – Free tracked shipping
  • 🇨🇭 Switzerland: 5–9 business days – 5.90 CHF (Free over 100 CHF)
  • 🇧🇪🇱🇺🇳🇱 Belgium / Luxembourg / Netherlands: 5–9 business days – 5.90 € (Free over 100 €)
  • 🇩🇪🇦🇹 Germany / Austria: 6–10 business days – 6.90 € (Free over 100 €)

During peak seasons (new collections, holidays, or sales), order preparation may take up to 6 business days.

Do you ship internationally or to French overseas territories?

We currently ship to the United States, France, Switzerland, Belgium, Luxembourg, the Netherlands, Germany, and Austria. French overseas territories and other destinations are not yet supported.

I only received part of my order. Is that normal?

Yes, that’s perfectly normal. Some orders may be shipped in multiple parcels from different logistics centers to speed up delivery. If you haven’t received all items within 30 business days of purchase, please contact us at contact@onyxelle.com.

Are there any taxes or duties to pay?

  • 🇺🇸 United States: local sales tax may apply depending on your state, calculated automatically at checkout.
  • 🇨🇭 Switzerland: import duties or local VAT may apply depending on customs regulations (at the customer’s expense, unless stated otherwise at checkout).

Orders

Can I cancel or change my order?

Orders are usually processed within 12 hours after purchase. You have this window to contact us at contact@onyxelle.com. After that time, your order will already be in preparation or handed over to the carrier and can no longer be changed or canceled.

What should I do if I receive a defective or incorrect item?

Quality is our top priority. If you receive an item with a defect or mistake, please contact us within 7 days of delivery and include:

  • Your order number,
  • A short description of the issue,
  • A photo or video showing the defect.

We’ll promptly offer a replacement or a full refund (via credit or your original payment method). In most cases, there’s no need to return the defective item.

Payment & Security

What payment methods do you accept?

We accept the following secure payment methods (depending on your country):

  • 💳 Cards: Visa, Mastercard, American Express
  • 💰 PayPal
  • 📱 Apple Pay & Google Pay (where available)
  • 🇧🇪 Bancontact (Belgium)
  • 🇳🇱 iDEAL (Netherlands)
  • 🇩🇪🇦🇹 Klarna & Sofort (Germany, Austria)

All payments are processed through Shopify Payments and PayPal, both PCI-DSS certified. Your data is encrypted via SSL and AES-256 for maximum security. No banking information is ever stored on our servers.

Returns & Refunds

How can I return an item (United States)?

You have 30 days from delivery to initiate a return. Items must be unworn, unwashed, and in their original packaging. Please contact us to receive the correct return address (US or international) and instructions: contact@onyxelle.com.

How can I return an item (Europe / Switzerland)?

You have 14 days from receipt to make a return. Items must be unworn, unwashed, and in their original packaging.

Return address:
ONYXELLE Returns
Easy-Delivery 3GHSZQ
33 Boulevard Tisseron
13014 Marseille – France

For returns from Switzerland, Germany, Austria, the Netherlands or Belgium, please mark the parcel as “Returned goods – No commercial value”.

When will I be refunded?

Refunds are issued within 14 business days after receiving and verifying your return, via the same payment method used for purchase.

Are return shipping costs covered?

Return shipping fees are the customer’s responsibility, unless the item is defective or the return is due to our error.

Other Questions

How can I track my order?

A confirmation email with a tracking number is sent once your package ships. Click the link in the email to follow your shipment in real time.

Do you offer gift cards or promotions?

Yes! We regularly offer exclusive promotions, discount codes, and gift cards. Subscribe to our newsletter to stay updated.

How can I contact customer service?

Our team is available Monday to Friday at contact@onyxelle.com.

Last updated: October 11, 2025