UK RETURNS
How do I return my order?
Inside your parcel you will receive 2 free returns labels: one for DHL and the other for CollectPlus.
DHL
Box up your return enclosing your return slip, affix your DHL label and contact DHL on 0844 248 0844 to arrange collection quoting account number 185034559. Please keep a note of your return tracking number.
Alternatively, drop off your parcel at any DHL service point. To find your closest location, visit https://parcel.dhl.co.uk/dhl-service-point/find-your-nearest/
How long do I have to return my online order?
You have 28 days from the date the items were received to return this back to us. Goods must be within their original condition with all tags intact.
What do I do if an item received is faulty?
The highest amount of care and attention is made by our team when your order is shipped. However, if you do have an issue with your goods once received please contact Customer Services directly at 020 8406 9715 customercare@onati.co.uk quoting your order number and sending images if applicable.
Can I return sale items for a refund?
Yes. Our online returns policy does not change for items reduced in value. You have 28 days from the date the items were received to return this back to us. Goods must be within their original condition with all tags intact.
I’ve not received my refund?
Have you checked your return tracking number to see if this has been received? All returns are processed within 2 days of being received at our online returns warehouse (this can take longer at peak sale times).
Once the refund has been processed, it can take several days to credit your account. It is also advisable to check the original transaction date on your statement for any reimbursements, as this may pull through on the day of your purchase dependent upon your bank.
If you have concerns over your return being processed, please contact the Customer Service team directly.
