Products
My ONYX product has a defect. What can I do?
We are sorry to hear that! We are happy to help you solve the problem. For questions or defects you can contact us via our contact form. We will respond as soon as possible to help you further.
Can I order ONYX products from abroad?
We deliver our products free of charge in the Netherlands, Belgium and Germany on orders from €25. Want an order delivered outside these countries? Then send us an email with your product preference and delivery address at info@onyxjourney.nl, and we will gladly look at the options!
Can I change my order?
No, unfortunately that is not possible. After you have placed the order with us, it can no longer be changed. You can, however, return the order free of charge. Want to return a product? Then click here
How does the TSA lock on my ONYX suitcase work?
We receive many questions about installing and using the TSA lock. That is why we created an explanation/manual with all the information. Click here
Returns
Can I return my order?
Yes, you can. You can return your order free of charge within 30 days.
How can I return my order free of charge?
Go to our returns page and follow the steps. Once you have submitted the return request, you will receive a return form from us within two working days. We make sure the return process runs smoothly and free of charge!
What are the exceptions to returns?
Not all products can be returned. Please take the following exceptions into account:
- If the product or packaging is damaged more than was necessary to test it, we may charge a reduction in value. So handle the product carefully and make sure it is returned well packaged.
- Returns are no longer possible once the return period of 30 days has expired.
Warranty & complaints
Do you have a warranty on an ONYX product
We care about our products and naturally do our best to deliver them to you in top condition.
Still, it sometimes happens that an order gets damaged during transport or that something else happens which entitles you to warranty. Under European law we are liable for any lack of conformity that becomes apparent within two years of delivery of the goods. *However, we give extra warranty when you register the product. Click here
You may have additional rights under Dutch law. When you discover, or should have discovered, a defect in the product, you must contact us within a reasonable period. A reasonable period is in any case two months.
Under certain circumstances a period longer than two months may also be acceptable. If you contact us in time, we will arrange a free repair or a replacement.
Do you have a complaint about one of our products?
It can always happen that something does not go entirely as planned. We recommend that you first make complaints known to us by emailing info@onyxjourney.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via link. Since 15 February 2016, consumers in the EU can also register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the platform of the European Union.
What should I do if my suitcase is damaged?
Our suitcases are made from high-quality materials, but unfortunately damage can occur, for example from a fall. We are happy to help you with this. Click here for more information.
Delivery & ordering
Where is my ONYX parcel?
You can keep an eye on your order using the Track & Trace we sent you. Did you not receive a Track & Trace? Then track your order here
What should I do if I have not received part of my order?
Please wait a little longer. It may be that your order is delivered in several parcels. Missing a part of your product? Then send an email to info@onyxjourney.nl. Our customer service will contact you as soon as possible. 💪
Warranty & Complaints
Do you have a warranty on an ONYX product?
We care about our products and naturally do our best to deliver them to you in top condition.
Still, it sometimes happens that an order gets damaged during transport or that something else happens which entitles you to warranty. Under European law we are liable for any lack of conformity that becomes apparent within two years of delivery of the goods. *However, we give extra warranty when you register the product. Click here
You may have additional rights under Dutch law. When you discover, or should have discovered, a defect in the product, you must contact us within a reasonable period. A reasonable period is in any case two months.
Under certain circumstances a period longer than two months may also be acceptable. If you contact us in time, we will arrange a free repair or a replacement.
Do you have complaints about one of our products?
It can always happen that something does not go entirely as planned. We recommend that you first make complaints known to us by emailing info@onyxjourney.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. Since 15 February 2016, consumers in the EU can also register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the platform of the European Union.
What should I do if my suitcase is damaged?
Our suitcases are made exclusively from the best materials. Nevertheless, it unfortunately sometimes happens that a break occurs, for example from a fall from a certain height. We are happy to inform you further. click here