FAQs
Find quick answers to common questions about our products, services, and policies.
Shipping & Delivery
How do I check my order status?
Once your order is processed and shipped, you’ll automatically receive a tracking number by email.
You can track your package through your local postal service’s website — for example, Post.at in Europe or your national carrier once it enters your country.
We’ll keep you updated every step of the way, so you’ll always know where your order is.
How long does shipping take?
Europe: 3–7 business days
Orders are shipped directly from our European facility in Austria. Delivery is fast and reliable across the EU.
🇬🇧 United Kingdom: 7–14 business days
All U.K. orders are currently shipped from Europe. We’re already preparing a local fulfillment center, which will reduce delivery times to 2–5 days soon.
United Arab Emirates: 10–15 business days
Orders to the UAE are shipped via international tracked service. We’re working on faster regional partnerships to shorten delivery times.
Rest of the World: 10–20 business days
Delivery times depend on local customs and postal operations, but every package is shipped with tracking and handled with care.
We currently do not ship to the United States while we finalize our delivery setup.
Do I have to pay custom fees?
For orders within the European Union, there are no customs fees — everything is handled within the EU zone.
For international orders (outside the EU), local taxes or import duties may apply depending on your country’s regulations.
These fees, if any, are the customer’s responsibility. Unfortunately, we don’t control or predict these charges — they’re set by your local customs office.
What should I do if my package is lost?
If your package seems lost or hasn’t moved for several days, contact us at info@onirashi.com - we’ll help investigate right away.
Each parcel has a tracking number, so we can locate it through the carrier.
If the package is confirmed lost, we’ll send a replacement or issue a refund according to your preference.
What should I do if tracking says “Delivered”, but I haven’t received my package?
Sometimes carriers mark a package as “Delivered” a little early - give it 24 hours, and check:
your mailbox and around your building (sometimes neighbors or reception accept it);
any local pick-up point noted by your carrier.
If it still doesn’t show up, email us at info@onirashi.com - we’ll contact the courier directly and resolve the issue.
We’re a fast-growing international brand, and while rare issues happen in transit, we always make sure our customers are fully supported and receive what they ordered.
Returns, Exchanges & Refunds
How do I return my order?
If your item arrived damaged or defective, you can easily request a return within 14 days of receiving your order.
Contact us at info@onirashi.com with your order number and clear photos or videos of the issue.
Once approved, we’ll provide you with the return instructions and a return authorization code.
All returned items must be unused and in their original condition, including packaging, case, and cleaning cloth.
How do I request an exchange or a refund?
Simply email us at info@onirashi.com with your order number and describe the reason for your request.
If the product is confirmed defective or incorrect, we’ll offer you two options:
Exchange — a new replacement product will be shipped once your return is received.
Refund — a full refund to your original payment method.
For all other reasons (change of mind, personal preference), returns or exchanges are not accepted, in accordance with our Return Policy.
When will I receive my refund?
Once your return is received and inspected, we’ll notify you by email.
If approved, your refund will be processed within 7 business days to the original payment method.
Depending on your bank or payment provider, it may take a few extra days to appear on your statement.
Are there any additional costs when returning my order?
If the return is due to a defective or incorrect product, we cover all return shipping costs.
If the return is for any other reason (for example, you changed your mind), the customer covers the shipping cost.
We always recommend using a tracked shipping service, as we can’t take responsibility for lost packages during return transit.
I received a faulty item. Can I exchange it?
Absolutely. If your item arrived faulty, damaged, or incorrect, please contact us within 7 days of receiving it at info@onirashi.com
Attach photos or videos of the defect, and once confirmed, we’ll send you a replacement free of charge.
We take product quality seriously — every pair of Onirashi eyewear is carefully inspected before shipping, but in the rare event of an issue, we’ll make it right immediately.