FAQ

Shipping

If you receive a defective, damaged, or incorrect item, please contact us within 30 days of receiving your order with the following details:

  • A description of the issue.
  • Photos of the defective or incorrect item.

Once we review your case, we will offer a replacement or a full refund, depending on your preference.

If your order has not arrived, please contact us within 30 days of the estimated delivery date. We will investigate the case and provide a solution, such as reshipping the item or issuing a refund.

Since all our products are made to order, we do not accept returns or exchanges due to personal preferences, wrong size selection, or change of mind. Please check the size guide and product details carefully before placing your order. However, if your item arrives damaged, defective, or with a printing error, please contact us within 7 days of receiving it, and we’ll be happy to assist you.

 

  • Ensure that the address you provide is accurate and complete. We cannot offer refunds for orders that were not delivered due to an incorrect address.
  • We strongly encourage you to check the detailed size charts provided on the product pages to ensure a proper fit.

To request a return or exchange, please send an email to:
📧 ONYX@onyx-house.com
Include:

  • A description of the issue.
  • Relevant photos, if applicable.

This means that every shipment we send is made with the effort to offset the CO2 emissions generated during the process. We contribute to environmental projects such as tree planting and renewable energy sources to help prevent climate damage and support a greener world.

Yes, we offer free shipping on all orders.

Payments

Refunds for eligible returns or cancellations will be processed to the original payment method used. Please allow 5-10 business days for the refund to reflect in your account, depending on your payment provider.

 

Orders can be canceled only before they enter production. Once the order enters production, it cannot be canceled.

If you wish to cancel your order within the allowed timeframe, please contact us immediately at:
📧 ONYX@onyx-house.com

If the customer is located outside the United States, taxes and/or duties may be charged by the tax authorities in the destination country, and these are not included in the shipping cost displayed.

COULDN’T FIND YOUR ENSWER ?

If you didn’t find the answer to your question, feel free to reach out to us! You can contact our team here, and we will be happy to assist and answer any questions or requests.

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