Shipping & Returns Policy

At ONYXELLE , we strive to ensure your experience is as enjoyable as our creations. Here's everything you need to know about the delivery of your future favorite pieces and our return policy.

Delivery area

We deliver exclusively to mainland France to guarantee a reliable and fast service.

Delivery costs

Good news! Delivery is completely free on all your orders, with no minimum purchase.

Processing and shipping times

Our shipments take place in two stages:

  • Order processing : up to 3 working days to prepare your order, carry out quality checks and packaging.
  • Shipping : Once handed over to the carrier, home delivery generally takes 5 to 7 working days.

The total estimated time is therefore 8 to 10 working days from your order.

Order tracking

As soon as it ships, you will receive an email with a tracking number. You can track your package in real time on the carrier's website.

Delays and lost packages

If you have not received your order within 15 business days of shipment, please contact us at contact@onyxelle.com with your order number. We will investigate within 48 hours.

If your package tracking remains unchanged for more than 7 consecutive days, we will consider the package as lost and offer you either a reshipment or a full refund.

Returns & Refunds Policy

In accordance with the Consumer Code, you have a 14-day right of withdrawal from receipt of your order, without having to provide a reason.

To exercise this right, contact our customer service at contact@onyxelle.com . Returns must be made to the following address:

ONYXELLE Back
Easy-Delivery 3GHSZQ
33 Tisseron Boulevard
13014 Marseille – France

Return conditions:

  • Products must be returned in their original condition, complete, unworn and undamaged (except for simple fitting),
  • Original labels and packaging must be present,
  • Some items cannot be returned for hygiene reasons (e.g. underwear, swimwear from which the hygienic protection has been removed).

Return costs: unless there is an error on our part or the product is defective, return costs are the responsibility of the customer.

Refund: We will refund you within a maximum of 14 days of receipt and verification of the returned items, using the same payment method used for the purchase.

A question?

Our customer service is available for any questions at: contact@onyxelle.com .

Last updated: September 1, 2025