My order is shipped. How do I go about exchanging an order for the correct item?

You can return the item to us once it has been delivered to you. Unfortunately, we cannot cancel a shipment once an item is shipped or redirect a shipment.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We cannot accept any return request if submitted after 14 working days.

• If a product gets damaged or was faulty upon delivery - we offer a 100% refund.
• If the incorrect product was delivered - we offer a 100% refund.
• If you did not receive your order for any reason - we offer a 100% refund.
• If an item or component is missing from your order - we offer a 100% refund for the item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return:

1. Please go to onkiza.returnscenter.com to lodge your return request.
2. Enter your order number and email to begin the return request.
3. Follow the prompts to complete your return request.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note for change of mind returns (I made a mistake, ordered incorrectly): Does not qualify for a refund. In 'change of mind' returns, we will charge 35% of handling fees and the item(s) will be exported back to the supplier.

If you have received a product that is different to what is written in the description, you are eligible for a full refund provided that you contact us within 7 days of delivery.

You can always contact us for any return questions at support@onkiza.co.uk