CUSTOMER CARE

SHIPPING POLICY
We ship orders every Tuesday and Friday from our studio based in London, United Kingdom.

Please note that all our handmade items are Made—to—Order [MTO] with care and precision. All Made—to—Order products will be highlighted within the product description.

Due to the handcrafted nature of our products, please allow up to [8] weeks from the order date for your item to be created and shipped.

Once your order is dispatched, you will receive a confirmation email with tracking details.

We appreciate your patience and understanding as we strive to deliver unique, high-quality pieces tailored just for you.

For any questions regarding shipping, feel free to contact us at: [help@onateri.com].

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RETURN/EXCHANGE POLICY
ONATERI does not offer returns unless there is a fault/issue with your product.

To request a return please contact us at: [help@onateri.com].

Please include the reason for your return with your order number in the subject of your email.

If/When your return is approved, a member of our team will contact you with the return address.

Please note: The shipping cost and duties for the return will need to be paid by you, as the customer.

ONATERI [ONATERI LIMITED] is not responsible for any returns or exchanges that fail to reach us.
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Items should be returned as received and in their original packaging: any packages returned damaged or in poor condition will not be refunded. Please include your packing slip in your return shipment and mark this as a return.
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Once we receive your returned product[s] we will be more than happy to offer you a refund or exchange provided the products are returned in perfect, unused condition with all the original tags still attached. We aim for refunds to be processed within [7] days of receiving.

If you are not satisfied with your purchase, our exchange policy allows you to return any items to [ONATERI] within [14] days from dispatch.
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We do not accept exchanges on limited edition, collaboration or sale items.
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All sale items are final sale. 

For any questions or feedback please get in touch via email: [help@onateri.com].


DUTIES AND TAXES
For shipments to countries outside the United Kingdom, additional customs taxes and fees may be applicable.

The responsibility for these charges, which vary depending on the destination country, lies solely with the customer and must be settled at the respective customs office.