Frequently Asked Questions
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How much is shipping?
Standard shipping is free Australia wide
Express shipping is $10 Australia Wide
International shipping varies per country and is calculated at checkout.
Is tracking included in my order?
Yes, tracking is included in all orders.
How do I track my order?
If you have an Onyx Designs account:
Log in to your account through our website, check your account overview to see your previous orders. Please click your invoice number, this will redirect you to the fulfilment status and all tracking details.
If you don't have an Onyx Designs account:
Once your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link provided in the email. Your order can take 1-3 business days to be dispatched
*Please note, tracking can take around 24 hours to update after dispatch.
How long will it take for my order to arrive?
AusPost Standard shipping (4-6 business days)
AusPost Express shipping (1-2 business days)
AusPost Standard shipping (5-8 business days) DHL Express shipping (1-2 business days) All orders will be dispatched from our warehouse within 1-3 business days.
*All shipping times exclude clearance/customs delays.
I've placed an order but made a mistake. Can I change it?
If you require a change to your order, please contact email@example.com or ask a question in the field to the right as soon as possible. Providing your order has not yet been processed we can make the change for you.
*Note: all changes aren't guaranteed due to quick processing times.
I've received the incorrect item. What can I do?
In the rare instance you believe you have been sent the incorrect product please email firstname.lastname@example.org with your order number and photos of the item.
My address is incorrect. Can you please update this?
Please contact email@example.com as soon as possible. We can amend address details if your order hasn't already been processed. If your order is undeliverable due to an insufficient or incomplete address our Customer Service team will contact you to organise re-delivery.
Can my monogramming be in a different language?
Unfortunately, we currently only allow English Alphanumeric characters to be monogrammed.
What type of leather are your products made from?
The main type of leather used in our products is saffiano leather. Our Saffiano leather is made from a high quality calf leather, textured with a cross-hatch pattern and finished with a wax treatment. This type of finish makes the leather very resistant to stains, scratches and very easy to clean. This hard wearing leather will soften with use.
How do I care for my leather product?
With any natural product, your leather goods do require care to ensure they stay in great condition. Avoid rubbing your leather against rough or sharp surfaces to minimize scratching. Avoid bringing your products into contact with dark articles of clothing that may impart colour. (For light coloured leather) You will need to protect your leather from humidity and temperature extremes and avoid harsh chemicals or prolonged periods in direct sunlight. If your product does get wet, gently pat dry immediately with a soft cloth. If your leather appears to be marking simply use a damp cloth and wipe and dry immediately.
I'm not happy with my order. What can I do?
We perform quality checks on all of our products prior to dispatch and are confident that all orders are up to standard before being sent.
If you are not happy with your product please contact our customer service team at firstname.lastname@example.org advising us of the issue. Please also include a photo of the front and back of your product and we will endeavour to resolve this as soon as we can.
Can I cancel my order?
Unfortunately, once your order has been finalised we are unable to cancel and refund your order.
I've changed my mind. Can I return my order?
Under no circumstances will monogrammed or customised products be accepted for return due to change of mind. We do not refund or exchange monogrammed or customised products unless the item is faulty as a result of manufacture.
My item is faulty, what can I do?
In the rare instance your product is faulty or damaged please email email@example.com with your order number and photos of the damages occurring. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
What payment methods do you accept?
We accept payment via
- American Express
- Google Pay
My chosen payment method is not working. Can you help?
If you are having trouble with your payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.
Do you accept cash on delivery?
No we don’t accept this form of payment. All orders must be purchased through our website and paid at the time of check out.