Returns and exchanges

By placing an order on ONBELY, you agree to the following terms. We have established these policies to ensure you fully understand our refund and return policies and procedures. These policies apply to countries within France.

*Note: Whenever your order status is updated, such as payment successful, goods shipped, etc., we will inform you via email. If you do not receive the corresponding email notifications, please contact us via our official email address: support@onbely.com .

Return policy :

1.We accept return requests without reason within 30 calendar days from the date of receipt of the package. Items must be returned in their original, unused condition with all tags attached.
2. Please do not return items to the sender's address on the package you received. Returns will not be accepted without prior request.

Return Instructions:

1. Return shipping costs are the buyer's responsibility. Only in case of product quality problems, wrong delivery or missing delivery, ONBELY will be responsible for the return shipping costs.
2.Quality issues include: product damage or damage, manufacturing defects, clothes fade.
3.Refund amounts after returns do not include shipping costs paid for the original order.
4.Return requests must be submitted within 30 days from the date of receipt of the package.
5. Swimwear, underwear, clearance items and clothing containing perfume cannot be returned.
6. Returned goods must be unused, unwashed and unaltered, and must retain their original labels and packaging.
7.Please use the post office to send the return. If we do not receive the returned package from the carrier, the loss will be borne by the buyer.

Return process

1. Submit a return request: Contact us by email and send your return request to support@onbely.com, including your order number and the reason for the return.
2. Confirm the return request: We will respond to your email within one business day to confirm your return request.
3.Return: After receiving the return confirmation, please use the post office to return the item to our address. Once posted, please record the weight of your package and get a tracking number.
4.Provide the package information: After returning the item, please email the package weight and carrier tracking number to customer service (support@onbely.com) so that we can track the status of your return.
5. Item Inspection: Once we receive your returned item, we will inspect it within 2 business days of receipt to ensure it complies with our return policy.
6. Refund Processing: If the item meets our return policy, 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.

Other notes:

1.Due to the light and screen setting difference, the item's color may be slightly different from the pictures. This is not a product quality issue.
2. Dissatisfaction resulting from changes in style, color or personal preferences also does not fall under quality issues.
3.Damage caused by improper use, washing, maintenance, improper care, self-repair, modification or other intentional factors are not considered quality issues.
4. We recommend that you refer to our size chart when making a purchasing decision. Returns due to size issues are not considered product quality issues.
5.Even if items are the same size, minor differences may exist due to design and style variations. Please refer to actual measurements for accuracy.

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.

Order Cancellation Policy:

1. If payment for your order has not been made, you can cancel the order at any time.
2.You will receive an order shipment email when the order is shipped. Before receiving the order shipment email, you can contact our customer service to cancel the order.
3.Once an order has been shipped, unfortunately it cannot be cancelled but you can initiate the return process.

Re-shelving costs :

We do not charge a restocking fee for returns.

Other Frequently Asked Questions:

Q: My package says it was delivered, but I haven't received it. What should I do?
A: 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.

Q: The package I received was damaged during transportation or returned, what should I do?
A: If your package was damaged during shipping or returned, please contact us immediately with relevant photos and order information. We will handle your situation as quickly as possible and offer a refund or reshipment solution based on the specific circumstances.

Q: I want to change the logistics information of my order, what should I do?
A: If you want to change the logistics information of your order, please contact us as soon as possible. Before the package is shipped, we will do our best to accommodate your change request. However, once the package is shipped, the logistics information cannot be changed.

CONTACT DETAILS

• Phone: +1(607) 597-5654
• Email: support@onbely.com
• Customer service hours: Weekdays: 9am to 6pm (GMT+8 time zone)；Weekends and holidays: 10am to 4pm (GMT+8 time zone)