FREQUENTLY ASKED QUESTIONS

1. When will my order be shipped?

Because every ONNO jewel is made entirely by hand, we need 7 working days to ship your silver jewel. If you choose a gold or rhodium silver jewel, then you have to add another 7 working days. If you need more information, please mail us first at info@onno-webstore.com and maybe we can help you further.

2. If I want to return the ordered article, is that possible, and will I receive my money back? 

If an ONNO jewel does not measure your expectations for whatever reason, it will always be returned, with the exception of gold jewelery. You will always receive the purchase price minus the transport costs already incurred (Belgium and the Netherlands 7.50 €). 
Our return deadline is 7 days to report online return plus 7 days before shipment, up to 14 days.

A jewel that could not be ordered as standard, but specially tailored can never be returned.

To avoid misuse, all our jewels are shipped with a security label. Removing this label will invalidate your return right. Our rings, necklaces and bracelets contain a label that is attached in a visible place. This label will not prevent you from fitting the jewel, but by this label you will return and accept your purchase.

Of all our ear studs, earhooks and creoles one piece is always delivered and one piece in a transparent sealed sealed bag. When you remove this stamp, your right to return also expires.

18K gold jewelery will not be refunded. For this you will receive a voucher of the purchase price minus the transport costs already incurred. 

3. If I want to exchange the ordered item, is that possible? 

If the ONNO is not satisfied, you can see that you can not exchange it, for example the article in a different size, or just something else. You can report back the jewel that does not comply via mail  info@onno-webstore.com. 

ATTENTION

When removing the safety label and / or the seal on the transparent sealed mini-grit bag, the jewel can no longer be exchanged.

4. Can I reach ONNO-webstore by telephone? 

We are available on weekdays from 9:00 am to 5:00 pm. If you have a question, then you can submit it via the contact form or by e-mail. We will then answer you by e-mail the same day. Normally this will be within a few hours. 
Questions received will not be answered later than the next business day. If you appreciate that we contact you by telephone, you can indicate that. We will then contact you the same or the next working day. 

5. If I can not pay with HIPAY (IDEAL - BANCONTACT - etc ...) and do not have a credit card, can I still order something?

That is possible. With our payment procedure you can choose payment by bank transfer or cash on delivery (Payment on delivery). After completing the order with bank transfer you will receive an email with the details to make the payment. In the case of payment through the cash on delivery option, our carrier will pay for the delivery of your package.  

6. Can I only buy online, or can I also go to a store?

You can buy online or offline in one of our sales points. Take a look at stores to find a store near you. 

7. Is it safe to pay ONNO-webstore.com with my credit card or via iDEAL?

To pay for the order, we use the internet checkout from HIPAY. HIPAY is one of the largest European service providers for processing online payments. After completing your order, you will be redirected to our payment page on the HIPAY website. The exchange of sensitive information, such as the number of credit card, is done via a secure connection between your PC and the site of HIPAY, ONNO-webstore.com is not involved. This mechanism guarantees the confidentiality of the information towards ONNO-webstore.com. 
For more information about the internet checkout of the HIPAY, see www.hipaywallet.com

8. Will ONNO-webstore.com send my order outside Belgium and the Netherlands? 

Yes, all orders can be shipped worldwide. This is always free for Belgium and the Netherlands. Transport costs to other countries can be found below. 

9. What if something is wrong with a jewel ordered via ONNO-webstore.com? 

Your handmade jewel undergoes careful quality control. Is something not quite right with a purchased jewel, you can always report this via the contact form or via e-mail. We will then offer a suitable solution to the problem.

10. What guarantee is there on an ONNO jewel?

All ONNO jewels have a 2-year warranty period. If a problem occurs during or after the warranty period, you can always call on ONNO's excellent after sales service. 

11. Which countries are sent and what does it cost? 

Transport costs for deliveries in Belgium and the Netherlands are always FREE

For orders up to € 199.99 to the aforementioned countries the transport costs are € 15.00. For orders from € 200, transportation costs are also free for the following countries.

Andorra, Australia, Austria, Canada, Croatia, Denmark, Finland, France, Germany, Greece, Hong Kong, Iceland, Ireland, Italy, Japan, Luxembourg, Monaco, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom or Great Britain and Northern Ireland, United States of America.

Transport costs to all other countries are € 15.00