CUSTOM ORDERS: If you want something different, a unique custom slipper, or a bag design and you don’t see the item in the shop just message us and we’ll be happy to create it for you. Please note that custom orders can take additional time to make and this extra time is reflected in the price. Contact us for any custom orders and we look forward to creating something special for you.
DELIVERY TIME: The time we need to prepare an order for dispatch varies. For more details see the description under the individual items in the shop.
SHIPPING & PACKAGING: We ship all our production in recycled carbon boxes. We can also do gift wrapping and gift messages if required. Please contact us with any special requests.
CUSTOM & IMPORT TAXES: Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
RETURN & CANCELATION POLICY: We are sorry but at this time onstail cannot accept refunds or cancelation as all our orders are made to order (made just for you), however we will replace the item if it arrives damaged or defective.
The following items can't be returned or exchanged:
- Custom or personalised orders
- Items on sale
Please contact us if you feel the item needs to be returned/exchanged or you are disappointed in any way and we will endeavor to resolve the problem.
For order cancellations please send us a request for a cancellation within 12 hours of purchase if you change your mind. Customers are responsible for return postage costs. If the item is not returned in it's original condition, the buyer is responsible for any loss in value.
DELIVERY ISSUES: It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to receive the goods.
If a delivering has not been received we will contact the delivery company to attempt to resolve the problem for you, however if an item has been returned to onstail due to a non-delivery / ignoring to take from post office / incorrect address, the customer is responsible for any additional shipping/postal costs that reshipping may occur.
If a customer disagrees to the reshipping costs a maximum refund of 40% of the price of the item (less shipping costs) will be given.
ONSTAIL ETHICAL STATEMENT: At onstail we are proud of our ethical conduct and integrity standards, from the materials we source and use for our products to the people and companies we partner with.
We are equally committed to using natural and locally supplied material (where possible) to help protect the environment. We are not perfect, but we certainly try our very best to help protect our home with call Earth.
We always welcome feedback from our customers and happy to hear from you if you have suggestions on this.