Shipping policy

Shipping & Delivery Policy

This policy applies to all orders placed with us.

Business days refer to Monday–Friday, excluding UK public and bank holidays.

Delivery estimates begin once your order has been dispatched. We aim to dispatch orders within 14 business days, subject to stock and availability.

---

1. UK ORDERS

1.1 Shipping Information

Delivery Locations
Orders to the Highlands or remote UK islands may incur additional shipping costs and extended delivery times. If this applies, you will be notified either at checkout or before dispatch.

Shipping Methods & Costs

All orders are shipped via Royal Mail, and tracking details will be provided upon dispatch.
Large orders may attract extra shipping charges. You will be informed if this applies before dispatch.

---

1.2 Delays

While we do our best to ensure timely delivery, we cannot be held responsible for delays caused by factors outside our control (e.g., severe weather).

If your order hasn’t arrived within the expected timeframe:

• First, check the tracking information.

• If you need further assistance, email: onyxiiofficial@gmail.com.

---

1.3 Lost or Damaged Orders

While the goods remain at our risk until delivery, if your item is lost or damaged due to courier fault, we will usually offer a refund or replacement.

However, we cannot be held liable if the customer fails to take reasonable steps to ensure successful delivery. These include:

• Providing a complete and accurate address.

• Including any relevant delivery instructions.

• Responding to courier requests for information.

• Collecting your parcel from a collection point within the required timeframe.

If your parcel appears to be lost, we will first investigate with the courier. Upon confirmation, we will begin the process of issuing a refund or replacement.

For damaged items, please refer to our Returns Policy.

---

2. INTERNATIONAL ORDERS

2.1 Shipping Information

Delivery Locations
We currently ship to:

• All EU member countries

• USA

• Canada

Orders to remote areas may incur additional shipping fees and different delivery times. You will be notified of this prior to dispatch.

Shipping Method & Cost
All international orders are shipped via an express courier of our choice.

Tracking details will be provided once your order has been dispatched.

---

2.2 Delays

We strive to meet the estimated delivery windows, but international orders may be delayed due to:

• Customs processing

• Unforeseen third-party delays

• Extreme weather or global events

Please ensure that:

• You provide all necessary documentation for customs clearance.

• You follow any courier instructions or communications.

If your parcel is delayed and you need assistance, contact: hello@onyxii.co.uk

---

2.3 Import Duties & Taxes

Some international orders may be subject to import duties and taxes, payable upon delivery. These charges:

• Are the responsibility of the customer.

• Must be paid to prevent your order from being returned.

• Will not be refunded if the order is returned due to unpaid duties.

Any refund requested under these circumstances will be minus both outbound and return shipping costs.

We recommend checking with your local customs office before placing an order.

Customer Responsibilities
You must take all reasonable steps to ensure delivery by:

• Providing an accurate address and delivery instructions.

• Responding to courier communications.

• Collecting your item from a pick-up location if required.

• Supplying required customs documentation.

We will make inquiries with the courier if an item is suspected lost. Upon confirmation, we will begin processing a refund or replacement.

For damaged items, please refer to our Returns Policy.