FAQs

1. How can I place an order on ONBELY?

You can place an order on ONBELY by following these simple steps:
1. Add items to cart : Browse our product page, select the items you like and add them to your cart. Choose the size and color on the product page, then click "Add to Cart".
2. View My Cart : Click the cart icon at the top right of the page to view your selected items. You can confirm your order details here and make any necessary changes. Once you've verified the items in your cart are correct, click the "Proceed to Checkout" button to prepare to pay.
3. Add buyer information and shipping address : Fill in and confirm your buyer information and the correct shipping address. Please make sure the information is accurate to ensure smooth delivery.
4. Add Payment Information : Enter payment information, then click the "Pay Now" button to complete the purchase.
5. Order Confirmation Email : After you make the payment, we will send an order confirmation email to the email address you provided when placing the order. This email will contain your order details for your verification.
6. Shipping Notification : Once your order is shipped, you will receive a delivery notification email. This email will contain the tracking number and address to track the status of your package at any time.

2. What payment methods are accepted on ONBELY?

We accept payments by credit/debit card (Visa, Mastercard, Maestro, JCB, American Express, Diners Club) and PayPal.

3.What is ONBELY's return policy?

1.We accept return requests within 30 days from the date you received the package. Items must be returned in their original, unused condition with all tags attached.

4. What is ONBELY's replacement policy?

1. Currently, we do not offer exchange service. If you want to replace a product, please return the original item and then place a new order to purchase the desired product.
2.In case of quality problems, wrong shipments or missed shipments of goods, we provide return service and bear the shipping cost.

5. How long does it take to receive my purchased items?

1. Total time to receive goods = order processing time + logistics transportation time
2. Once your order is paid, it takes 2 to 5 business days (excluding weekends and holidays) for the warehouse to process your order. You will receive an email notification once your order has been shipped.
3.Once your order is shipped, delivery takes approximately 8-10 business days (excluding weekends and holidays) to your final destination.

6. How can I contact ONBELY customer service?

You can contact our customer service by email: support@onbely.com and we will respond to your needs within 1 business day.

7. Why didn't I receive an order confirmation email after placing an order?

Failure to receive the order confirmation email may be due to the email address entered being incorrect, the order not being submitted successfully, or the email being classified as spam. Please check if the email address is correct, confirm the order status, and check the spam folder. If the problem persists, please contact customer service: support@onbely.com.

8. How to report quality issues?

If you notice any quality issues with your order, please contact us immediately upon receipt at support@onbely.com. It is important to notify us promptly so we can resolve the issue and provide you with the best possible solution.

9. What should I do if my order does not arrive?

If your order has not been delivered within the estimated timeframe, please first check the delivery status using the tracking number provided in the confirmation email. If the tracking indicates a problem or delay, please contact us immediately at support@onbely.com so we can resolve the situation and provide you with appropriate assistance.

10. Who will cover the return costs?

Return shipping costs are the buyer's responsibility. ONBELY will only be responsible for return shipping costs in cases of quality problems, incorrect shipments, or missed shipments of the goods.

11. How long will it take to receive my refund?

Once we receive your returned item, we will check it within 2 business days of receipt to ensure it meets our return conditions. If the item meets our return conditions, we will process the refund within 3 business days (processing time depends on your payment method and bank). Refunds will be issued to the payment account used when placing the order.

12. My package says it has been delivered, but I haven't received it. What should I do?

If the package tracking shows that it has been delivered but you have not received it, please first check if someone else, such as a family member or neighbor, may have received it. If it is confirmed that other people have not received the express delivery, please contact the express company immediately and provide the relevant order and receipt information. If the courier company cannot resolve the issue, please contact us and we will help you resolve the issue.

13. The package I received was damaged during transport or returned, what should I do?

If your package was damaged in transit or returned, please contact us immediately with relevant photos and your order information. We will address your situation as quickly as possible and offer a refund or reshipment solution based on the specific circumstances.

14. I want to change the logistics information of my order, what should I do?

If you wish to change the logistics information of your order, please contact us as soon as possible. We will do our best to accommodate your change request before shipping. However, once the package is shipped, the logistics information cannot be changed.

15. Taxation, customs duties and tax rates

ONBELY is responsible for paying any applicable customs fees, import duties, and taxes. We strive to ensure delivery at no additional cost to our customers. If you have any questions or concerns regarding customs fees or taxes, please contact us at support@onbely.com.