Products
My ONYX product has a defect. What can I do?
That's annoying to hear! We're 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 abroad?
We deliver our products for free in the Netherlands, Belgium and Germany for orders over €25 . Do you want an order delivered outside of these countries? Send us an email with your product preference and delivery address via info@onyxjourney.nl , and we will be happy to look into the possibilities!
Can I change my order?
No, unfortunately that is not possible. After you have placed the order with us, the order can no longer be changed. You can return the order free of charge. Do you want to return a product? Then click here
How does the TSA lock on my ONYX suitcase work?
We get a lot of questions about installing and using the TSA Lock. That's why we've created an explanation/user manual that contains all the information. Click here
Returns
Can I return my order?
Yes, that is possible. You can return your order free of charge within 30 days.
How can I return my order free of charge?
Go to our return page and follow the steps. Once you have submitted the return request, you will receive a return form from us within two business days . We ensure that the return process is smooth and free of charge!
What are the exceptions to returns?
Not all products can be returned. Please note the following exceptions:
- If the product or packaging is damaged beyond what was necessary to test it, we may charge a reduction in value. So please treat the product with care and make sure it is returned well packaged.
- Returns are no longer possible once the 30-day return period 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.
However, it does sometimes happen that an order breaks during transport or that something else happens that entitles you to a warranty. Under European law, we are liable for any lack of conformity that comes to light within a period of two years after delivery of the goods. *However, we provide additional warranty when you register the product. Click here
You may have additional rights under Dutch law. If you discover or should discover 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 of longer than two months may also be acceptable. If you contact us in time, we will arrange for a free repair or 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 report complaints to us by sending an email to 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 . As of 15 February 2016, it is also possible for consumers in the EU to 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 processed elsewhere, you are free to file your complaint via the European Union platform.
What should I do if my suitcase is damaged?
Our cases are made of high-quality materials, but unfortunately it can happen that damage occurs, for example due to a fall. We are happy to help you with this. Click here for more information.
Delivery & ordering
Where is my ONYX package?
You can keep track of your order using the track & trace that was sent with it. Did you not receive this email? Send an email to info@onyxjourney.nl
What should I do if I have not received part of my order?
Please wait a little longer. It is possible that your order will be delivered in multiple packages. Are you missing a part of your product? 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.
However, it does sometimes happen that an order breaks during transport or that something else happens that entitles you to a warranty. Under European law, we are liable for any lack of conformity that comes to light within a period of two years after delivery of the goods. *However, we provide additional warranty when you register the product. Click here
You may have additional rights under Dutch law. If you discover or should discover 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 of longer than two months may also be acceptable. If you contact us in time, we will arrange for a free repair or 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 report complaints to us by sending an email to 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. As of 15 February 2016, it is also possible for consumers in the EU to 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 processed elsewhere, you are free to file your complaint via the European Union platform.
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 due to a fall from a certain height. We are happy to inform you further.click here