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Delivery and Returns

Delivery

​At Onyx Vans, we are committed to providing our customers with a seamless shopping experience, including free shipping on qualifying orders. This Free Shipping and Delivery Policy outlines the terms and conditions related to the free shipping service offered on our website, www.onyxvans.com (the “Site”).

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1. Eligibility for Free Shipping

  • Minimum Purchase Requirement: To qualify for free shipping, your order must meet the minimum purchase amount specified at checkout, exclusive of taxes, discounts, and any other charges.

  • Geographical Restrictions: Free shipping is available for orders delivered within most areas of the UK mainland. Surcharges are applied to Highlands and Isles. We do not offer free shipping on international orders outside these regions at this time.

  • Eligible Products: Not all products may qualify for free shipping. Some items, due to size, weight, or other special characteristics, may be excluded from our free shipping offer. Any such exclusions will be clearly indicated on the product page or during the checkout process.

 

2. Delivery Timeframes

  • Standard Delivery: Free shipping orders typically ship within 2-3 business days and are delivered within 2 business days, if in stock. Delivery times may vary depending on your location and the availability of products. These lead-times can increase to 2-3 weeks during busy periods and/or custom, or, made to order items. Pre-ordered items will note when shipping is expected.

  • Expedited Shipping: If you require faster delivery, expedited shipping options are available at an additional cost. Please note that expedited shipping fees are non-refundable.

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3. Order Processing

  • Processing Time: Order processing is based on a product-by-product basis and depends on stock levels. Some items are made to order and will have longer lead times. Specific lead-times can be found on each individual product page. After receiving your order confirmation email. You will receive another notification when your order has shipped.

  • Multiple Shipments: If your order includes multiple items, they may be shipped separately depending on stock availability and warehouse locations. You will not be charged additional shipping fees for multiple shipments if your order qualifies for free shipping.

 

4. Delivery Restrictions

  • PO Boxes: We are unable to deliver to PO Boxes or similar mail forwarding services. Please provide a physical delivery address during checkout.

  • Delivery Address: Ensure that your delivery address is accurate and complete. We are not responsible for delays or failed deliveries resulting from an incorrect or incomplete address provided by the customer.

 

5. Tracking Your Order

  • Order Tracking: Once your order has shipped, you will receive a shipping confirmation email containing a tracking number. You can use this number to track your order through the carrier’s website.

  • Lost or Stolen Packages: Onyx Vans is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm delivery to the provided address, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

 

6. Delivery Delays

  • Unexpected Delays: While we strive to deliver your order within the estimated delivery timeframe, delays may occur due to unforeseen circumstances such as weather conditions, customs clearance, or carrier delays. We appreciate your understanding in such situations.

  • Holidays: Please note that delivery times may be extended during public holidays, peak seasons, or promotional periods. We will do our best to keep you informed of any potential delays.

 

7. Returns and Exchanges

  • Return Shipping: If you need to return an item that was shipped for free, please refer to our Return and Refund Policy for details. In most cases, return shipping fees are the responsibility of the customer unless the return is due to our error or a defective product.

 

8. Changes to This Policy

We reserve the right to update or modify this Free Shipping and Delivery Policy at any time. Any changes will be effective immediately upon posting to the Site. Your continued use of our Site and services constitutes your acceptance of the updated policy.

 

9. Contact Information

If you have any questions or concerns about this Free Shipping and Delivery Policy, please contact us at:

  • Email: hello@onyxvans.com

  • Postal Address: Unit 2, Tickfold Farm, Marches Road, Kingsfold, RH12 3SE

  • Phone Number: 01403 458 668

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Returns

Thank you for shopping at Onyx Vans. We want you to be satisfied with your purchase, but we understand that sometimes things don’t work out. This policy outlines how we handle returns and refunds.

 

1. Change of Mind Returns

  • Eligibility for Return: If you’re not happy with your purchase, you can return the item within 14 days of receiving it. The item must be unused, in its original packaging, and in the same condition that you received it.

  • Exclusions: The following items are not eligible for return:

    • Custom-made or personalised items.

    • Items that have been opened and are no longer in a resalable condition

    • Digital products once they have been downloaded or accessed.

  • Return Shipping: You will be responsible for the cost of returning the item. We recommend using a tracked service, as we cannot process refunds for items we do not receive.

 

2. Faulty or Damaged Items

  • Reporting Issues: If you receive a faulty or damaged item, please contact us within 14 days of receiving your order. Include your order number, a description of the issue, and any photos if possible.

  • Resolution: If the item is confirmed to be faulty, we will offer you a replacement, repair, or full refund, including return shipping costs if applicable.

 

3. Refund Process

  • Processing Refunds: Once we receive your return and confirm it meets the conditions outlined above, we will process your refund. Refunds are issued to the original payment method and may take up to 14 days to appear in your account.

  • Partial Refunds: We reserve the right to issue partial refunds if:

    • The item shows signs of use or is not returned in its original condition.

    • The return is initiated after the 14-day return window.

 

4. How to Return an Item

  • Return Authorization: Before returning an item, please contact our customer service team at hello@onyxvans.com to receive a Return Merchandise Authorization (RMA) number. Returns without an RMA number may not be accepted.

  • Packaging: Please securely package your return to avoid damage in transit. Include your RMA number and a copy of your receipt or order confirmation.

 

5. Non-Returnable Items

  • Final Sale: Certain items may be marked as final sale and are not eligible for return or refund. These items will be clearly indicated at the time of purchase.

 

6. Exchanges

  • Exchanges: We do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

 

7. International Returns

  • Returns from Outside the UK: Customers outside the UK are responsible for return shipping costs and any applicable customs duties or taxes.

 

8. Custom Orders

  • Custom and Personalised Items: Custom or personalised items are non-returnable unless they arrive damaged or defective.

 

9. Changes to This Policy

We reserve the right to update this Returns and Refunds Policy at any time. Any changes will be posted on our website and will apply to all orders placed after the date of the update.

10. Contact Information

If you have any questions or need assistance with a return, please contact us at:

  • Email: hello@onyxvans.com

  • Postal Address: Unit 2, Tickfold Farm, Marches Road, Kingsfold, RH12 3SE

  • Phone Number: 01403 458 668

Onyx Vans Limited is a company registered in England and Wales. Company Number 13902035. Registered office Unit 2, Tickfold Farm, Marches Road, Kingsfold, RH12 3SE. VAT Number: GB406221736 

Formerly known as Van Life Creations Limited

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