FAQs
Orders & Payments
Can I cancel or update my order?
If you need to cancel your order, please reach out within 24 hours of placing the order. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request. To cancel your order, please contact us at contact@onnesslabel.com.
I have an issue with my order, who should I contact?
We pride ourselves in the care given to our products and customer service. If you have any questions or concerns please contact us at contact@onnesslabel.com
How can I track my order?
All orders shipped using AusPost with a tracking number. To track your order, please visit AusPost page here. For more information about shipping, please see our Shipping Policy.
What is your return policy?
All sales are final. However, in the unlikely event that you receive a defective item or an item that does not match your order, an exchange or refund will be offered. We do not offer exchanges, refunds or accept cancellations for change of mind.
If your item is defective or does not match your order, please email us at contact@onnesslabel.com with the subject line: Return and #OrderNumber within 30 days of receiving your order, with a photo of the item and the reason for return. Please allow 1-3 working days for us to process your request.
To check whether you are eligible for a refund, please see our Refund Policy.
What payment methods do you accept?
We accept PayPal ,VISA, Mastercard, American Express, Apple Pay, Google Pay, Amex and Shop Pay. You can check our payment icons at the bottom of our the website.
Shipping & Packaging
What packaging do you use?
Our custom Onness jewellery boxes are made to be a keepsake and re-used, not disposed, however the boxes are composed of cardboard. We also try to pack as many pieces in one jewellery box to limit wastage.
Our orders are sent in a cardboard mailer box with acid-free tissue paper, which is 100% recyclable.
How much is the shipping?
Australia
- Free Standard Shipping: On orders over AUD $90
- Free Express Shipping: On orders over AUD $170
United States
- Free Standard Shipping: On orders over USD $80
- Free Express Shipping: On orders over USD $180
United Kingdom
- Free Standard Shipping: On orders over GBP £60
- Free Express Shipping: On orders over GBP £110
Canada
- Free Standard Shipping: On orders over CAD $110
- Free Express Shipping: On orders over CAD $180
New Zealand
- Free Standard Shipping: On orders over NZD $100
- Free Express Shipping: On orders over NZD $200
Marketing & PR
I am an influencer. How can I collaborate with Onness Label and how can I get in touch?
We are open to collaborating with social media influencers if they are the right fit. If you are an influencer and feel that you are a good fit with Onness Label, please feel free to send an introduction and a link to your social media accounts to contact@onnesslabel.com
How can I stay up to date on the latest products and promotions?
Sign up for our newsletter to receive the latest in product news, promotions, discounts and more.
Warranty
Do you have a warranty?
We offer a 6-month warranty on all items with proof of purchase. Our warranty covers faulty items. It does not cover wear & tear. Please refer to our care instructions above for general care instructions.
Gifting
Can I have my order gift-wrapped with personal message?
Our packaging includes our customised white jewellery box, a white pouch and a jewellery cloth.
