Shipping policy

Shipping Policy

At Onni, we want your skincare to reach you safely and as smoothly as possible. Please review the information below regarding order processing, shipping, tracking and delivery.

Order Processing

Once your order has been placed and payment has been successfully completed, it will be sent for fulfilment.

Most standard orders containing 1–20 products are prepared within approximately 2 working days.

Please note that working days do not include weekends or public holidays. During particularly busy periods, promotions or holidays, fulfilment may occasionally take longer.

Once your order has been prepared and dispatched, you will receive a shipping confirmation email with tracking information.

Shipping Destinations

Onni currently ships to supported destinations throughout the European Union, United Kingdom, United States, Norway and Switzerland, subject to carrier and fulfilment availability.

Shipping availability for your specific address will be confirmed during checkout.

Certain remote locations, territories or addresses may not be eligible for delivery. If we are unable to fulfil an order to the address provided, we will contact you.

Shipping Costs

Shipping charges are calculated based on factors including your delivery destination and the weight of your order.

The applicable shipping cost will be clearly displayed during checkout before you complete your purchase.

Free Shipping on Orders Over €100

We offer FREE standard shipping on eligible orders with a product subtotal of €100 or more.

The €100 threshold applies to the value of the products in your order after any applicable discounts.

Where free shipping is available, the standard shipping method will be applied automatically during checkout.

Estimated Delivery Times

Your total delivery time consists of:

Order fulfilment time + shipping/transit time

Most standard orders require approximately 2 working days to prepare before being handed over to the shipping carrier.

Once dispatched, delivery times vary depending on the destination, carrier and shipping service.

As a general guide, European deliveries may take approximately 5–11 working days after dispatch, depending on the destination. Some destinations may have faster or different shipping options available.

These delivery times are estimates and are not guaranteed. Delays caused by shipping carriers, customs procedures, public holidays, severe weather or other circumstances outside our control may occasionally occur.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking link.

You can use this information to follow the progress of your delivery.

Please allow some time after receiving the shipping confirmation for the carrier's tracking system to update.

Delivery Information

Please make sure that your:

Full name
Delivery address
Postal code
Email address
Telephone number

are entered correctly when placing your order.

Incorrect or incomplete delivery information may result in delays, failed delivery attempts or the parcel being returned.

Once an order has entered fulfilment or has been dispatched, we may not be able to change the delivery address.

Failed Delivery Attempts

If a courier is unable to deliver your order, they may attempt another delivery, contact you using the information provided with your order, or leave the parcel at an appropriate collection point.

We recommend regularly checking your tracking information after your order has been dispatched.

If a parcel is returned because of an incorrect or incomplete address, an unreachable recipient, or failure to collect the parcel, additional shipping charges may apply if the order needs to be sent again.

Delayed or Missing Orders

If your estimated delivery period has passed, please first check your tracking information for the latest update.

You may also wish to contact the local courier directly, as they may be able to provide additional information or arrange delivery.

If your tracking has not updated for an extended period or you believe your parcel may be lost, please contact Onni through our website and include your order number so that we can investigate the shipment.

Damaged Packages

If your order arrives damaged, please contact us as soon as possible.

Please include:

Your order number
A description of the issue
Clear photographs of the parcel
Clear photographs of any damaged products

This information will allow us to investigate the issue with our fulfilment and shipping partners.

Please retain the original packaging until the issue has been resolved.

Customs, Duties & Taxes

Orders shipped internationally may be subject to customs duties, import taxes or other charges imposed by the destination country's authorities.

Where applicable, these charges are determined by local authorities and are outside Onni's control.

Unless otherwise stated during checkout, the customer is responsible for any applicable customs duties, import taxes or related charges.

Customs processing may also occasionally result in additional delivery delays.

Delivery Delays

While we work with our fulfilment and shipping partners to provide reliable delivery estimates, Onni cannot guarantee an exact delivery date.

Delivery may occasionally be affected by circumstances outside our reasonable control, including carrier delays, customs processing, weather conditions, public holidays, transportation disruptions or unusually high shipping volumes.

We appreciate your patience in these situations and will always do our best to help resolve any delivery problems.