Frequently Asked Questions (FAQ)
A question?
Your satisfaction is our priority. If you can't find the answer below, our customer service team will be happy to help you. Contact us at: contact@onyxelle.com .Delivery
What are the delivery times?
We prepare and ship your orders within 3 business days. Once the package is handed over to the carrier, the delivery time is generally 5 to 7 business days for mainland France. During busy periods (launch events, sales), preparation can take up to 6 days. Good news: tracked delivery is free on all orders, with no minimum purchase.
Do you deliver internationally or to the French overseas departments and territories?
Currently, we only deliver to mainland France. Overseas territories and international destinations are not yet served.
I received part of my order, is this normal?
Yes. Some orders may be shipped in multiple packages from different logistics centers to reduce delivery times. If you have not received all of your items within 30 days of purchase, please contact us at contact@onyxelle.com .
Orders
Can I cancel or change my order?
Orders are generally processed within 12 hours. You therefore have a window of 12 hours after your purchase to contact us by email at contact@onyxelle.com . After this time, the order will already be prepared and handed over to the carrier, and we will no longer be able to modify it.
What should I do if I receive a non-compliant or defective item?
Quality is paramount to us. If you receive an item with a defect or error, please write to us within 7 days with:
- Your order number,
- A description of the problem,
- A photo or video of the defect.
We will promptly offer you a replacement or a full refund (credit or refund to your original payment method, whichever you prefer). In most cases, there is no need to return the defective item to us.
Payment & Security
What payment methods are accepted?
We accept credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. Your convenience and security are our top priorities.
Is payment secure?
Yes. Our site uses SSL encryption and AES-256 encryption to ensure your banking information is completely protected. We adhere to strict industry standards, including PCI-DSS certification, to provide you with a 100% secure shopping experience.
We hope we have answered your questions. The ONYXELLE team wishes you an excellent shopping experience!
