Frequently Asked Questions
Products 💼
My ONYX product is defective. What should I do?
That's not nice to hear 👎. We are happy to solve your problems. For questions and defects, we refer you to our contact form . We will contact you as soon as possible.
Can I order ONYX products abroad?
We deliver our products in the Netherlands and Belgium from 50 euros completely free. Do you want to have one of our products delivered outside the Netherlands or Belgium? Send an email with product preference and delivery address to:
info@onyxjourney.nl
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 with all the information. Click HERE
Returns 🔙
Can I return my order?
Yes, that is possible. You can return your order free of charge within 14 days.
How can I return my order free of charge?
Go to returns and follow the steps. We will make sure you receive a return form within 2 working days.
What are the exceptions to returns?
You can imagine that the items cannot be returned if:
- If the product is damaged or the packaging is damaged more than necessary to try the product, we can charge you for this reduction in value of the product. So treat the product with care and make sure that it is well packaged when returning it.
- You can no longer return the product once the 14-day return period has expired.
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