Refund and Returns Policy - Onata Fragrances

DOMESTIC SHIPPING

USPS Shipping: Most orders ship within 1-2 business days. Some orders may require up to 2 weeks to ship due to product availability. If you do not receive an order confirmation email within 2 weeks of placing your order, you can contact customerservice@onatafragrances.com for a status update. Please note that USPS is also experiencing delays with delivery. We are unable to offer any expedited shipping options at this time.

The above are processing times and do not account for the time the package is in transit. Priority Mail is typically delivered within 1-3 business days while USPS First class usually takes 2-5 business days. You should receive a shipping notification with tracking information once your order leaves our studio. Please let us know if you’d like your order expedited and we will try our best to do so!

UPS Shipping: Most orders ship within 1-2 business days. Some orders may require up to 2 weeks to ship due to product availability. If you do not receive an order confirmation email within 2 weeks of placing your order, you can contact customerservice@onatafragrances.com for a status update. Please note that UPS may experience delays with delivery during peak season (holidays). We are unable to offer any expedited shipping options at this time.

The above are processing times and do not account for the time the package is in transit. To calculate your UPS transit time click here Ground Time-in-Transit Maps (ups.com) You should receive a shipping notification with tracking information once your order leaves our studio. Please let us know if you’d like your order expedited and we will try our best to do so!

RETURNS + REFUNDS + EXCHANGES

Shipping returns

At Onata Fragrances, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles and room mists cannot be returned or refunded if used or damaged during return. Please pack properly. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to Onata Fragrances within 7 days of delivery.

To return your product, you should mail your product to: 6501 Navigation Blvd, Suite K8, Houston, TX 77011.

You may return your new and unused products for a full refund of your purchase price, less shipping and handling within 14 days of delivery. The customer is responsible for paying return shipping charges. For damaged goods, the customer is not responsible for paying shipping. Upon notification of damage and photographic evidence of damage, a shipping return label will be provided electronically. Please contact us at customerservice@onatafragrances.com for further details.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Due to restrictions caused by coronavirus, we cannot currently accept exchanges. Thank you for your understanding.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase. If your product is damaged during shipment we require photographic proof of damage within 7 days of delivery.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is used, damaged or missing parts for reasons not due to our error.
Any item that is returned more than 7 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

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 customerservice@onatafragrances.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@onatafragrances.com and send your item to: 6501 Navigation Blvd., Suite K8, Houston, TX 77011.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.