FAQ
Last Updated: December 6, 2025
🔹 General Questions
Q: What is OnBely?
A: OnBely is a UK‑based bohemian fashion brand offering dresses, skirts and accessories designed for comfort, style and sustainability. We focus on easy‑to‑wear pieces suitable for everyday wear and special occasions.
Q: Where are you located?
A: Our registered office is:
OnBely Ltd.
14 Greenfield Road, Burwash, Etchingham, TN19 7BX, United Kingdom.
Q: How can I contact OnBely customer support?
A: You can reach us via:
‑ Email: support@onbely.com
‑ Telephone: +44 7748 116193
📦 Orders, Shipping & Delivery
Q: Do you ship internationally?
A: Yes — we ship to the UK, EU, and selected international destinations. Please check our Shipping Policy for specific delivery times and shipping costs.
Q: How long does shipping take?
A: It depends on the shipping method chosen:
‑ Standard UK shipping: 3–5 business days
‑ Express UK shipping: 1–2 business days
‑ International shipping: 5–14 business days (varying by destination)
Q: How can I track my order once it’s shipped?
A: Once we dispatch your order, you’ll receive a tracking number via email. Use that number on the carrier’s site to follow your delivery status.
Q: Can I cancel my order?
A: If your order hasn’t been dispatched yet, contact us as soon as possible and we’ll do our best to cancel it. Once shipped, you can no longer cancel — but you can return the items after delivery if they meet our return criteria.
🔁 Returns, Refunds & Exchanges
Q: What if I want to return or exchange an item?
A: If you're not satisfied, contact us within 30 days of receiving your order. Items must be unused, with original tags attached and in original packaging. See our Refund & Return Policy for full details.
Q: How do I start a return or exchange?
A: Email us at support@onbely.com with your: name, order number, and the item(s) you wish to return or exchange. Our team will guide you through the return process.
Q: What if my item arrives damaged or incorrect?
A: Notify us within 7 days of delivery, include photos showing the problem. We will arrange for a replacement or refund and cover return shipping costs if the error was on our side.
Q: When will I receive my refund?
A: Once we receive and inspect the return, refunds will be issued to your original payment method within 7–10 business days.
💳 Payment & Payment Methods
Q: What payment methods do you accept?
A: We accept Credit/Debit Cards (Visa, MasterCard, American Express, etc.), PayPal, Apple Pay, Google Pay, and other methods as listed on checkout.
Q: Is payment information secure?
A: Yes. All payments are processed through secure third‑party payment processors. We do not store your card details on our servers.
🛍️ Products & Sizing
Q: Are the colours / sizing accurate to what is shown on the website?
A: We strive for accuracy — all product pages include detailed descriptions, size charts, and photos. However, due to differences in monitor settings and lighting, actual colours may slightly vary.
Q: What if I’m unsure about the size?
A: Please refer to the size chart on the product page. If you need help choosing a size, contact support with your measurements and we’ll advise accordingly.
ℹ️ Other Questions
Q: Can you supply wholesale or bulk orders?
A: Currently, OnBely operates as a retail store for end customers. For wholesale or bulk enquiries, please contact us at support@onbely.com and we’ll review the request.
Q: Do you offer gift cards or store credit?
A: At this time we do not offer digital gift cards or store credit. We recommend keeping an eye on our newsletter and social media for future updates.