Frequently Asked Questions
Welcome to the Onarqi FAQ.
Here you'll find answers to common questions about orders, shipping, returns, payments, products, and customer support.
ORDERS
How do I place an order?
Browse the Onarqi collection and select the item you would like to purchase.
Choose the available options, such as size or colour where applicable, add the product to your shopping cart, and proceed to checkout.
Enter your delivery information, select the available payment option, and complete your purchase.
You should receive an order confirmation after your order has been successfully submitted.
Can I change my order after placing it?
If you need to change your order, contact us as soon as possible at:
We will do our best to help, but changes cannot always be made once an order has entered processing or shipment.
Can I cancel my order?
Contact us as soon as possible if you want to cancel an order.
If the order has not yet entered processing or shipment, we will do our best to accommodate the cancellation.
If it has already been processed or shipped, cancellation may no longer be possible, but you may still have applicable return or cancellation rights.
SHIPPING
Is shipping free?
Yes.
Onarqi currently offers FREE standard shipping for eligible UK orders.
How long does shipping take?
Our standard handling time is:
1–3 business days
Estimated delivery is generally:
4–9 business days
Depending on the destination city and other circumstances, delivery may take approximately:
5–12 business days.
These are estimates and not guaranteed delivery dates.
How long does my entire order take?
Including handling and delivery, customers should generally allow approximately:
5–12 business days.
Some orders may arrive sooner.
Do you ship within the UK?
Yes. Onarqi is focused on serving customers in the United Kingdom.
Will I receive tracking?
Where tracking is available, tracking information may be provided after your order has been dispatched.
Please allow some time for tracking information to become active after shipment.
My tracking has not updated. What should I do?
Tracking information may not update immediately after dispatch.
Please allow additional time for the delivery provider to register the shipment.
If the tracking remains unchanged for an unusually long period, contact our customer service team.
RETURNS & REFUNDS
What is your return period?
Onarqi offers a 30-day return period for eligible returns.
The period generally begins when you receive your order.
Are returns free?
Yes.
Eligible returns are offered at no cost under our return policy.
Please contact customer service before sending your return so we can provide the correct instructions.
How do I request a return?
Email:
Please provide your order number and explain which item you would like to return.
How long does a refund take?
Our refund processing time is:
Up to 10 days
after the applicable return has been received and assessed.
Your payment provider may require additional time before the funds appear in your account.
How will I receive my refund?
Eligible refunds are generally sent through the original payment method.
PayPal payments will generally be refunded through PayPal.
Can I return an item that I have worn?
Items should generally be returned unused and in appropriate condition.
Customers should take reasonable care of products while deciding whether to keep them.
For clothing, we recommend trying items on carefully and keeping tags attached.
What if my item arrives damaged?
Contact us as soon as possible.
Email:
We may ask you to provide photographs of the product and packaging so that we can investigate the issue.
What if I received the wrong item?
Contact us with your order number and details of the item received.
We will investigate and work with you to resolve the issue.
PAYMENTS
What payment method do you accept?
Onarqi accepts payments through PayPal, subject to availability.
Is payment secure?
Payments are processed through third-party payment infrastructure, including PayPal.
Never send your PayPal password or confidential security information to us.
I have a problem with my PayPal payment. What should I do?
First, check your PayPal account for any payment or authorization issue.
You can also contact Onarqi customer service:
PRODUCTS
Will the colour look exactly like the pictures?
We make reasonable efforts to display product colours accurately.
However, colours may appear slightly different depending on your device, monitor, browser, or screen settings.
Where can I find product information?
Product-specific information is provided on the relevant product page.
If you have a question about a particular item, contact our customer service team.
CUSTOMER SERVICE
How can I contact Onarqi?
You can contact us by:
Email: support@onarqi.com
Phone: +44 124 569 8856
What are your customer service hours?
Monday – Friday: 09:00 – 17:00 GMT
Saturday – Sunday: Closed
Messages received outside our opening hours will be handled during the next available customer-service period.
Where is your UK shipping and returns location?
Our UK shipping and returns location is:
92 St John's Rd
Chelmsford CM2 0TY
United Kingdom
Please contact customer service before sending a return.
STILL HAVE A QUESTION?
We're happy to help.
Email: support@onarqi.com
Phone: +44 124 569 8856
Onarqi Customer Service
Monday – Friday: 09:00 – 17:00 GMT