SHIPPING AND DELIVERY
My order has not been delivered, what should I do?
If the carrier cannot deliver the items due to an incorrect address, or if the package has not been claimed, it will be returned to the default return address.
The package will be sent back to the production centre that sent it. Our team will receive a letter from the supplier in question. We will then hold the order for 4 weeks, after which it will be donated to charity.
In the majority of cases, orders are returned because customers provide an incorrect, incomplete or illegible address. We ask that you pay particular attention to checking your address when purchasing .For a reshipment of your package, you must contact us as soon as possible at the following email address: support@onikai.fr
We will be happy to return your package at no extra cost (if this has not happened before). If not, we will ask you to pay an additional fee for the return of your package.
You can use the "support" tab on our website for a question or request about your order.
I am being charged customs fees, is this normal ?
Your item may be held up at customs for various reasons and you may be charged a customs fee or import tax. Unfortunately, we cannot do anything about customs clearance. Customs rules make you responsible for these charges.
Rest assured, in most cases, no customs fees are charged !
You can use the "support" tab on our website for a question or request about your order.
How does the delivery price calculation work ?
Onikai aims to be an innovative brand in several areas, including delivery and shipping. In most cases, shipping costs are calculated as follows :
- Weight of the item + Number of products
Let's take a simple example, you order a T-shirt with a weight of X which costs you 4,99€ for delivery. You order a new one which will cost you this time 2,99€ more because you have several products and the delivery costs of an identical product added decreases. You decide to add 2 sweatshirts to your order, this will add 10€ to the delivery costs (7,99€ for the first and 1,99€ for the second). You will therefore have rather high delivery costs for a large order.
WARNING: The prices given in the example are fictitious and purely for information purposes.
We want to distance ourselves from the traditional way of calculating the delivery price. In our shop each product has its own delivery price. In addition, we add 2 euros to each order for the service and the secure and professional support of the product inspection service. However, we do not add any costs when ordering a second product.
Let's take an example again:
You decide to order 1 T-shirt and 1 sweatshirt with a delivery price of €3.99 and €6.99. The total delivery cost is therefore €10.98. To this must be added the 2 euros mentioned above. This brings us to €12.98. You suddenly feel like ordering 1 more T-shirt and 1 more sweatshirt.
The delivery price will remain the same!
Onikai is proud to offer a system that allows you to order for less wherever you are in the world.
REFUNDS AND EXCHANGES
Damaged or mislabelled item ?
Onikai is proud to work with brands that offer quality products. All orders are subject to strict quality control. However, it is possible for an item to slip through our quality control or to be damaged in shipping. We take full responsibility for this and will replace it free of charge.
To do this, simply send an email to customer service: support@onikai.fr. In this email, you will have to give your order number, your name and first name as well as photos of the damaged product(s).
Once this is done, our team will examine your order and decide whether the product is suitable for refund and reshipment. Please note: This must be done as soon as possible after receiving your order. You have 4 weeks to make your request.
You can use the "support" tab on our website for a question or request about your order.
A change of mind ?
Onikai only offers refunds for damaged or mislabelled products, not for buyers who have changed their mind. Thank you for your understanding.
We invite you to take the time to choose and read the descriptions of the different products available in our shop.
You can use the "support" tab on our website for a question or request about your order.
Did you order the wrong size ?
Incorrectly ordered sizes cannot be refunded by Unagi either. We have limited stocks at the moment, it is not possible for us to provide a refund or return for a size problem.
This policy may change in the future. For the time being, we recommend that you check the size chart available for each product when ordering it.
You can use the "support" tab on our website for a question or request about your order.
What should I do if my order is lost on the way?
All of our shipping methods are tracked, although accuracy may vary for some carriers. If the estimated delivery date has passed and you have not received your order, your package may have been lost in transit.
In this case, we invite you to send us an e-mail to support@onikai.fr. You will need to provide us with your first and last name, the order number and the address you had at the time of delivery.
Our team will try to find your package wherever you are in the world. In general, there are two scenarios:
- The first is that your order is in progress but a problem has occurred. It may be blocked at some point in the delivery process. In this case, wait the 4 weeks allowed for a return.
Once this is done, contact us again to validate your address. If it is correct, we advise you to contact your post office. If the address is incorrect, we will unfortunately be unable to do anything for you. You will have to recommend your product at your own expense.
- The second is that the order tracking is unclear, and there is no data in the tracking. The package was most likely lost on the way. If you have provided the correct address and your order has not arrived within 4 weeks, our team will contact our suppliers and we will take care of all the costs of returning your product.
Please note: If your tracking is marked as delivered but you have not received it, Unagi will not cover the cost of re-sending or refunding your order. We do not cover errors on the part of the carrier.
You can use the "support" tab on our website for a question or request about your order.
CUSTOMER SERVICE
How should I wash my clothes ?
Onikai has put a lot of time and effort into creating the perfect design for your products. It is important to us that you know how to take care of them in the best possible way!
Printed clothing (digital textile printing)
Our supplier uses the latest Digital Textile Printing (DTG) methods to offer a wide range of printable garments and colour options. They use high quality inks that will not fade for a long time provided they are well maintained.
Printed garments can be machine washed cold, inside out on a gentle cycle with a mild detergent and similar colours. Use a chlorine-free bleach only if necessary. Do not use fabric softeners or dry cleaning.
DTG printed garments can be machine dried on a gentle cycle, but it is best to dry on the line. When ironing, iron softly on the reverse side. Do not iron the print.
Follow these instructions carefully to avoid discolouration and cracking of the print and shrinkage of the garment, which can occur if you wash or dry at high temperatures.
Embroidered clothing
Embroidered garments can be machine washed cold, inside out on a gentle cycle with a mild detergent and similar colors. You can use a small amount of chlorine bleach, but the chlorine-free option is the safest.
If you notice any color residue in the water, rinse the garment in warm water and then cold water several times, but try not to scrub any stained embroidery. Embroidered garments can also be dry cleaned.
After washing, do not leave garments soaking or piled up in a pile when wet. Do not wring out embroidered items, but if you want to tumble dry them, use a low temperature setting.
If the garment needs to be ironed, do it inside out, preferably between two pieces of fabric. Do not wet the embroidery before ironing or use a steam iron.
I've seen some famous brands, are you in partnership with ?
We are not in partnership with any brand. We are lucky to have a supplier who works with different brands and we can choose between them according to our criteria. We have chosen 3 brands as well as a 100% ecological brand because we are very focused on the subject. Both brands are also in a way of recycling fabric for the environment.
The products you don't claim are donated to various charities.
