introduction
Welcome to Onaya. By placing an order through our website, social media platforms, or direct communication, you agree to the following terms and conditions. These policies help us serve you better and maintain a smooth, respectful experience for all customers.
1. Made-to-Order
All garments at Onaya are made on request with great attention to detail. Because of this, please allow 3 – 10 working days for production and processing before dispatch.
2. Product Availability
We create limited quantities per drop. Once sold out, items may not return. Your order is only confirmed once payment has been received.
3. Orders & Payments
Full payment is required to confirm and begin your order. Orders without payment after 24 hours will be cancelled. We accept bank transfers and secure online payments.
4. Processing & Delivery
Please allow 3 – 10 working days for your order to be processed (excluding weekends and holidays). Delivery times depend on your location and courier efficiency. We’ll provide tracking updates where possible.
5. Returns & Exchanges
We do not offer refunds. However, exchanges are accepted within 3 days of delivery if:
The item is unworn and unwashed
It is returned in its original condition
You cover return shipping costs
Custom and altered orders are final sale and not eligible for exchange.
6. Intellectual property rights
Although some designs are inspired by the preference of the client, the designer will add its brand identity or elements to creation. They may not be reproduced or used without written consent.
7.Design sketch release
sketches are only released after sketch payment
8. Design changes
client agrees to communicate any desired changes to the initial design during the design consultation stage for couture.
9. Cancellation and return policy
Due to the bespoke nature of the service the brand does not accept cancellation, exchanges or refund under any circumstances.
10. Media release and publication
the brand reserves full rights to use photos and videos of the garment on social media websites and promotional materials.
11. Force majeure
in situations beyond brands control like natural disasters, government restrictions or illnesses no refunds.
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