We want you to be happy with what you ordered. If something is not right, this page explains exactly what to do and what to expect.

Return window

You have 30 days from the day your order is delivered to request a return. Requests made after 30 days cannot be accepted.

Condition of returned items

Footwear must be unworn and undamaged, with the original box and any tags still attached. Please try shoes on indoors, on a clean surface — soles that show outdoor wear cannot be accepted.

For hygiene reasons, socks cannot be returned or exchanged once the packaging has been opened, unless the item is faulty.

How to start a return

1. Email support@onixyfootwear.com within 30 days of delivery. Include your order number and tell us what you would like to return and why.
2. We reply with a return authorisation and the address to ship to. Please do not send anything back before you receive this — returns sent without authorisation cannot be tracked to your order and cannot be refunded.
3. Ship the item back and send us the tracking number.

Who pays return shipping

You pay return shipping when you change your mind, ordered the wrong size, or no longer want the item. We recommend a tracked service — without tracking we cannot confirm the return arrived.

We pay return shipping, and refund you in full, when the item is faulty, damaged in transit, or not what you ordered.

Faulty, damaged or incorrect items

Email support@onixyfootwear.com within 48 hours of delivery with your order number and photographs showing the problem. We will arrange a replacement or a full refund, including shipping, at no cost to you.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a further 5 to 10 business days to post it to your statement — that part is outside our control.

Original shipping charges are refunded only when the return is our fault.

Exchanges

The fastest way to get a different size or colour is to return the original item for a refund and place a new order. This avoids waiting for the return to arrive before the replacement ships.

Cancelling an order

Orders can be cancelled free of charge until they are dispatched. Email us as soon as possible — once an order has shipped, the return process above applies instead.

Questions

Email support@onixyfootwear.com. We reply within one business day.