Returns & Refunds

Return Information

A product doesn't fit right or you don't like it and you want to return it? No problem, you have 14 days after delivery of your order to return it.

Please make sure that the items you wish to return are sent back to us in perfect condition and without signs of use. Please do not remove any labels, otherwise we cannot accept the items back.

How Returns Work

To make the return process as easy as possible for you, simply follow these steps:

1. Register your return: Send us an email to onyx.storeunderwear@gmail.com with your order number and the items you wish to return.
2. Package the items: Pack the items securely in the original packaging or a suitable shipping bag.
3. Include return note: Include a copy of the invoice or a note with your order number.
4. Send: Send the package to our return address (see below).

Return Shipping Costs

Return shipping costs are borne by the buyer. For returns within Germany, the costs are:

Note: For paid returns, the return shipping costs will be deducted from your refund. Alternatively, you can also send the return yourself via a provider of your choice – in this case, you bear the costs yourself.

Return Address

Please send returns to:

Onyx Underwear - Returns
Holunderstraße 3
45770 Marl
Germany

Exchange

Direct exchange is currently not possible. If you need an item in a different size or color, please return the non-fitting item and reorder the desired item new in our shop.

Refund

• We will refund the purchase price without the original shipping costs.
• The refund will be made to the original payment method used for the order.
• Please note that it may take up to 6 business days for your refund to appear in your account after processing.
• The processing time for your return is usually 2-6 business days after receipt by us.

Exclusions from the Right of Withdrawal

Please note that certain items are excluded from the right of withdrawal:

• Sealed goods which are not suitable for return for reasons of health protection or hygiene if their seal was removed after delivery (e.g., underwear, swimwear, socks).
• Items that have been worn, washed or damaged.
• Items without original labels.

Questions about your return?

If you have questions about your return, please contact us:
Email: onyx.storeunderwear@gmail.com
WhatsApp: +49 177 2310549
Instagram: @onyxunderwear