FREQUENTLY ASKED QUESTIONS
Save time - your answer may be in our FAQs!
ORDERS AND SHIPPING
How do I place an order
Simply browse our collection, add items to your cart, and proceed through checkout. You'll receive an order confirmation via email.
Can I modify or cancel my order?
We process orders quickly, but contact us within 2 hours of ordering at support@onhyshop.com with your order number. We'll try our best to accommodate changes.
Where do you ship?
We currently ship worldwide.
What are the shipping costs?
Shipping fees vary by destination and are calculated at checkout. We offer free shipping on orders over €50.
How long does delivery take?
Typically, 7-14 business days internationally after processing (1-3 business days). Delays may occur during holidays.
Do you offer tracking?
Yes! You'll receive a tracking number via email once your order ships.
What about customs/duties?
International buyers are responsible for any customs fees. We declare all packages accurately as "Handmade Goods" with their true value.
Is your packaging really eco-friendly?
Yes! Our packaging is 100% recyclable and plastic-free—made from post-consumer waste and designed to return to the earth safely.
CUSTOM ORDERS
Do you accept custom or personalized orders?
Yes! We love creating unique pieces. Email us at support@onhyshop.com with Product inspiration/reference images, desired materials/colors, quantity needed, deadline (if any). We'll respond within 2 business days with feasibility and pricing.
How long do custom orders take?
Typically, 4–8 weeks after design approval.
What's your custom order policy?
50% deposit is required to start production. Custom pieces cannot be returned or exchanged.
PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, E-sewa (Nepal), BLIK (Poland), UnionPay (Japan), Bancontact (Belgium), iDeal (Netherlands), Klarna and express checkout with Shop Pay, Apple Pay and Google Pay.
Is my payment information secure?
Absolutely. We use SSL encryption and never store your full payment details.
Why was my payment declined?
This could be due to insufficient funds, bank restrictions, or incorrect details. Contact your bank or try another payment method.
RETURNS & EXCHANGES
What's your return policy?
We accept returns within 14 days for unused items in original condition. Buyer pays return shipping. Read more at Return Policy.
How do I initiate a return?
Email us at support@onhyshop.com with your order number and reason for return. We'll provide instructions.
When will I get my refund?
Refunds are processed within 5 business days after we receive your return. It may take 5 additional business days to appear in your account.
PRODUCT CARE
How should I care for my products?
Each product includes specific care instructions. Generally, we recommend washing cotton and hemp in cold water, air dry, iron while damp, and store properly to keep them soft and long-lasting.
Are your products ethically made?
Yes! All items are handmade by fair-wage artisans using sustainable materials.
ACCOUNT
How do I sign in to my account?
You can sign in two ways:
- Email login: Enter your email address—we'll send you a one-time verification code
- Shop login: If you checked out via Shop Pay, use those credentials
Note: We don't use password-based login.
What if I don't receive my email verification code?
Check your spam folder first. If it's not there, wait 5 minutes and request a new code. Ensure you're using the same email used for ordering.
Can I delete my account?
Yes! Email us at support@onhyshop.com with the subject "Account Deletion Request" and we'll process it within 48 hours.
OTHER
Do you offer wholesale?
Yes! Contact us at support@onhyshop.com for pricing and minimums.
Do you have physical stores?
We're currently online-only but participate in select pop-up events. Follow us on social media for updates.
How can I contact customer service?
Email us at support@onhyshop.com or message via social media/contact form. We typically respond within 24 hours.