Delivery and Returns
DELIVERY
We can deliver our products within the Uk and Europe.
For UK addresses only;
Your orders will be delivered by either Royal Mail or Evri.
Cushions not in stock, can take between two and three weeks to make and deliver.
Next-day delivery is offered for select products for a limited time, as stated on our website. Orders placed from Monday to Thursday before 2 PM will be delivered the following day. Orders made on Friday, Saturday, and Sunday will be delivered by Tuesday.
INTERNATIONAL DELIVERIES
Postage fees will be calculated at check out, we expect international
delivery to be between 3 and 10 days.
Taxes and duty vary per country and are the responsibility of the
customer.
For international delivery, it is sometimes more economical to ship only
the cushion covers, we can help advise on this.
CHANGES TO YOUR ORDER
If you wish to alter your order, please contact the Customer Service
Team at info@onacara.com.
YOUR CANCELLATION RIGHTS
You can cancel your order prior to shipment. Please contact us if you
need to do so.
PAYMENT METHODS
We use third-party services for payment processing.
We will not store or collect your payment card details. This
information is provided directly to our third-party payment processors
whose use of your personal information is governed by their Privacy
Policy. These payment processors adhere to the standards set by
PCI-DSS as managed by the PCI Security Standards Council, which is a
joint effort of brands like Visa, Mastercard, American Express and
iscover. PCI-DSS requirements help ensure the secure handling of
payment information.
The payment processors we work with are: PayPal: Their Privacy Policy
can be viewed at
https://www.paypal.com/webapps
Shopify Payments: Their Privacy Policy can be viewed at
https://pay.shopify.com/tos-pr
We never store or have access to your credit or debit card details.
DAMAGED GOODS
Our cushions will be securely packed, sometimes in multiple boxes. While
our cushions are packed carefully to ensure they arrive how they left
us, on occasions (and for reasons beyond
our control) they may be damaged in transit. If you receive damaged
cushions, please contact our Customer
Service team at contact@onacara.com.
If the cushions do not meet our own high standards, we will give you
the choice of a free replacement at our next available delivery date,
or a refund. Please note that you will need to email us a photo of the
poor quality or damaged within 72 hours of receipt in order to
be eligible for a refund or replacement. If we offer you a refund, we
will refund you the full amount within 3 business days. Please note
that banks might take an additional 3-5 days to refund the amount to
your card. This is without prejudice to your statutory rights in
respect of damaged, defective or incorrectly supplied goods.
NON DELIVERY
While we take all appropriate steps to make sure our cushions are
delivered, sometimes mistakes occur. If we fail to deliver your order
we will either send you a free replacement on our next available
delivery date, or we will refund you the full price of your order
within 3 days. Please note that banks might take an additional 3-5
days to refund the amount on your card.
RETURNS
If you're not happy with your purchase, please follow these steps:
E-mail info@onacara.com within 14 days of delivery and include your sales order number and the reason for your return.
We'll send you our returns address. Put your parcel back in the post wrapped as securely as possible. We recommend a recorded mail service that's happy to handle packages of all sizes.
Once received, we'll refund you in full. Please note we do not cover the cost of posting back the item unless your item is damaged.