FAQ
How long does shipping take?
Orders are typically processed within 1–3 business days. Estimated delivery times are:
- Europe: 5–10 business days
- United States & Canada: 7–12 business days
- Australia & New Zealand: 7–15 business days
- Rest of the World: 7–20 business days
Delivery times are estimates and may vary due to customs processing, carrier delays, or other circumstances beyond our control.
Do you offer free shipping?
Yes. We offer free worldwide shipping on all orders.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing tracking information when available.
Please allow up to 72 hours for tracking updates to appear.
Can I return my order?
Yes. We offer a 30-day return policy. Items must be unused, in their original condition, and returned in their original packaging.
For complete details, please refer to our Return & Refund Policy.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
When will I receive my refund?
After we receive and inspect your return, approved refunds are generally processed within 5–10 business days to the original payment method.
Can I cancel or modify my order?
If your order has not yet been processed, we may be able to modify or cancel it. Please contact us as soon as possible after placing your order.
Once an order has been shipped, changes or cancellations may no longer be possible.
What payment methods do you accept?
We accept major credit and debit cards as well as other secure payment methods made available at checkout.
Do I have to pay customs fees or import taxes?
International orders may be subject to customs duties, taxes, or import charges imposed by local authorities. These fees are the responsibility of the customer.
What should I do if I receive a damaged or incorrect item?
Please contact us within 7 days of delivery and include photos of the issue. Our support team will work quickly to provide an appropriate solution.
How do I contact customer support?
You can contact our customer support team using the information below:
Oneva
Email: contact@oneva.shop
Phone: +33 5 53 77 58 40
Address: 48 Rue Kalas, Reims, 51100, France
How quickly will I receive a response?
We aim to respond to all customer inquiries within 24–48 business hours.