Frequently Asked Questions

Do We Accept Returns? 

Of course! You must complete the RETURNS FORM and include it in your return. Read through the forms instructions to verify your order can be returned. Returns must be sent back within 7 days upon delivery with all tags, bags and boxing if applicable. If 7 days have gone by since receiving your item then unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags, bags and/or boxes. Shipping fees are non-refundable.

 

Why Does Shipping Take So Long?

Part of how we're able to offer such low prices has to do with our special shipping procedures, which is why they take a bit longer. It's part of how we severely reduce the amount of fraud that occurs and is vital into how we're able to offer our discounted prices.

 

What Happens When My Address Is Undeliverable?

Since we pay for shipping for our customers, when/if an order that is shipped comes back to us due to the address being undeliverable, then the customer must pay for the order to be shipped again. We ship to the address given to us and when that's incorrect it needs to be reshipped and paid for by the customer.

 

Why Are Your Prices So Low?

In addition to our shipping procedure above, we have many pre-negotiated deals with our suppliers. Many of those deals require our suppliers to hold the inventory and once a customer orders the item, our supplier ships it out to us for our customers. Just another part of how we're able to offer these low prices. Since many of our competitors have a lot of inventory on hand (and often have storefronts too) they're not able to meet our prices because they need more money on each sale just to stay in business.

 

Can I Cancel My Order?

Absolutely. You have the opportunity to cancel your order within 24 hours of placing it FREE of charge. After 24 hours you will be charged a restocking fee of $15.00 for the immediate cancellation. After 15 days we cannot cancel your order though; which is why all customers are required to acknowledge that shipping takes 2-4 weeks prior to checkout. Customers who place their orders and then immediately cancel them will be forbidden from making future purchase on our website due to the fraudulent nature of such activities.

 

Can My Expedited Shipping Order Be Cancelled?

Expedited orders can be cancelled up to 24 hours. If 24 hours has passed then the order may not be cancelled since the order is likely already processed and in transit. If you would like to return your order you may do so after you receive it but you will not receive a refund for the $45.00 expedited shipping fee.

 

Where Is My Refund?

Please allow 7-10 business days for your refund to be returned. If you haven’t received a refund yet, first check your bank account again then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@onyxhearts.com.

 

Where Are The Sizing Charts?

No need. We have an in-house stylist who knows whether an item fits small, true to size or large. So we encourage all our customers to just order what they know they wear and fits. Our stylist will then know which size to ship out on an item because we receive our items from all over the world. European and Asian sizing is sometimes much different than American sizing. So to simplify order the size you always wear and we'll get out the correct fit.

 

What If My Item Doesn't Fit?

Simply ship it back. We will ship you out the size you're requesting or issue an in-store credit. We do not offer refunds for clothing that doesn't fit and only offer in-store credit or the correct size you're requesting. To exchange it for the same item or of similar price please send us an email at info@onyxhearts.com and send your item to the address below. We'll cover the return shipping cost.

 

How Long Does Shipping Take?

We work as fast as humanly possible to get all orders out. Sometimes it may take 20-45 days to receive your order. If you have any concerns on where your order is, please call our Customer Support: 1-888-544-6056 and have your order number available.

 

It's Been More Than 4 Weeks, Where Is My Order!?

99% of the time this is because you have ordered a very popular item that is difficult to keep stocked. Please be patient, we'll get the item out to you but may just need to give it another week or so. If you have any concerns on where your order is, please call our Customer Support: 1-888-544-6056 and have your order number available.

 

Why Does My Order Say Unfulfilled?

This is simply because your order hasn't left the fulfillment center yet. As soon as your item(s) leave the fulfillment center you will be issued an automatic email notification with your tracking number included.

 

Where's My Tracking Number?

Since we ship our items out within the 2-4 week time frame, you do not receive a tracking number until your order is actually on it's way out of our fulfillment center. So don't worry or panic if you have no tracking number. We're working diligently to complete your order and you'll be notified via email the second it's on it's way.

 

I Received My Tracking Number But It's Not Updating?

This is just due to the USPS and their updated tracking system. Sometimes you may need to allow 48-72 hours for their system to update the order.

 

Do You Offer Any Faster Shipping Options?

Yes, we offer expedited shipping for $45. The shipping fee is non-refundable. Contact customer support if you want to find out if your item is eligible for expedited shipping.

 

Where Do I Mail My Return To?

Onyx Hearts

7865 Vallagio Lane #205

Englewood, CO 80112

 

Who Pays For The Shipping On Returns?

If you are not returning for a size or similar product exchange then you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If your order has shipped and you've paid any shipping fees, then any shipping fees paid at that point are non-refundable.

 

Why Are Orders Made Using A Web Proxy Cancelled?

Orders that are placed using a web proxy are automatically voided because we have a zero tolerance policy against fraud.