FAQ
ORDERS AND SHIPMENTS
HOW CAN I CHECK THE STATUS OF MY ORDER?
Once the purchase has been placed, you will receive an e-mail confirming that it has been correctly processed.
When your order leaves our warehouse, you will receive a confirmation e-mail and SMS, reporting when you will receive your order and delivery indications.
HOW LONG DOES SHIPPING TAKE?
Once your order leaves our warehouse, delivery time is approximately 3 working days in Spain.
For the rest of European countries, please check the table with shipping information for the European countries where we ship.
DO YOU DELIVER TO A WORK ADDRESS?
Yes, we also recommend indicating the delivery address t the workplace.
This way, it’s easier to avoid failed delivery attempts because no one is home.
WHAT PAYMENT METHODS ARE ACCEPTED?
We currently accept cards (VISA, Mastercard, American Express) and PayPal.
WHERE DO YOU SHIP, WHAT IS THE COST AND DELIVERY TIME?
Shipping costs are free in Spain peninsula. You can check the shipping information, for islands and other European countries where we ship, in the following table.
EXCHANGES AND RETURNS
WHAT IS YOUR EXCHANGE AND RETURN POLICY?
We offer up to 15 days from the order delivery date to change or return the product.
Remember that the product must be in its original state, with its box and must be returned within the same protective box in which it was delivered.
DOES THE RETURN HAVE SHIPPING COSTS?
The first change or return is free in Spain peninsula.
In case of requesting a second change or a return after a change, this will be done by the customer, discounting the cost of return shipping of the purchase amount.
In Islands and other EU countries the return costs are the ones in the below table, if we collect them. You can also choose to send us the return by your means.
HOW CAN I MAKE A RETURN?
You should send an email to info@onnoashoes.com, indicating the following information (you can copy and paste them in the body of the email):
- Subject: Return order number
- Name and surname:
- Pick up address:
- Contact pone:
- Contact email:
- Please proceed to collect the return of the order nº:
Once you receive the mail confirming the pick up of the return, prepare the box inside the original protective box. You can also choose to send us the return by your means, if you do so, please send us an email to confirm.
Remember that we do not accept returns of used products, or products that are not received in their original boxes and packaging.
La dirección a donde enviar las devoluciones es la siguiente:
Envialia
C/Miguel Servet, 21
03203 - Elche Parque Industrial
Alicante
HOW CAN I MAKE A SIZE OR COLOR CHANGE?
You should send an email to info@onnoashoes.com, indicating the following information (you can copy and paste them in the body of the email):
- Subject: Change order number
- Name and surname:
- Pick up address:
- Contact pone:
- Contact email:
- Please proceed to change the order number:
- I would like to change it for the new size:
- I would like to change it for the new color:
Once you receive the mail confirming the change, prepare the box inside the original protective box.
For changes within Spain, once the change is confirmed, we will proceed to send you the new size/color for free and collect the change at the time of delivery.
If the new size/color is not available, we will notify you with the available options so you can decide what to do.
Remember that we do not accept returns of used products, or products that are not received in their original boxes and packaging.
HOW LONG CAN I WAIT TO RECEIVE THE REFUND?
Once the return is processed, it could take up to two weeks to receive and process it. We will notify you by email as soon as the refund is made.
WHERE WILL I RECEIVE THE REFUND?
As a general rule, all purchases made from the website will be refunded to the same card number with which they were made.
CLEANING AND MAINTENANCE
HOW CAN I CLEAN MY ONNOA? (VEGAN)
Everyday Upkeep:
A quick once-over with a lint brush will restore the shine of your shoes.
Spot Cleaning
For spills, softly hit the spilled liquid with a paper towel. This will take care of most spills. For dried-in soiling, coffee stains and the like, you’ll obtain the best results by gently brushing the stained area.
- If the above method doesn’t work, try wiping the stained area from the outside in with a well-wrung cloth dampened in lukewarm water (about 105ºF/40ºC).
- It’s important to make sure you keep a clean area of the cloth applied to the stain and that you not rub the fabric too hard.
- If the surface nap looks tousled, brush it gently.
- After wiping up, allow the fabric to dry completely before using.
Oil-based stains not removable with water:
- Try to wipe up oil stains as much as possible—without spreading the stain—with a dry cloth or paper towel.
- Next, take two rags, one soaked in ethyl alcohol, the other clean and dry. Pat the stained area from the outside in with the alcohol-soaked cloth, then pat the loosened dirt and oil off with the dry cloth.
- Repeat depending on degree of soiling.
- After removing the stain, let the fabric dry completely before using.
- Caution: Never pour a cleaning product directly onto your shoes. If you use ethyl alcohol, make sure the room is well-ventilated and avoid contact with open flames.
Chewing gum and wax:
Put ice in a plastic bag and place on the stain. Once the material hardens, gently chip it away and then treat with ethyl alcohol. Rinse with clean water.
Persistent stains
Try repeating the treatments described above; even stains that are not water-soluble often require subsequent treatment with water.
Old stains of unknown origin
First treat with lukewarm water, then rinse by blotting with clean water. If the stain begins to dissolve, repeat the treatment as often as necessary and let dry thoroughly. If staining persists, try treating with ethyl alcohol.
HOW CAN I CLEAN MY ONNOA? (ECO LEATHER)
- Avoid placing leather in direct sun light.
- Keep the leather away from direct heat.
- Dust regularly with a soft and dry cloth.
- Spots can be cleaned with a lightly damp cloth and mild soap.
- Do not rub. Use a light circular motion working towards the center of the stain.
WEAR AND IMPERFECTIONS OF MY ONNOA
Scratches and peeling are usually due to misuse of the shoes, peeling in heels usually happens when driving, walking on gravel, when introducing the heel in any grating of the asphalt, etc.
Although we use very selected leather of the highest quality for the manufacture and preparation of our shoes, there may be slight differences in the tones due to the fact that we use natural leather and it’s inevitable that, especially in light colors, some imperfections are visible.
Stains on the skin usually happen when it (natural material) comes into contact with any liquid, such as oils, greases, etc., either when trying to clean it or simply by accident, when some corrosive liquid is spilled on the shoe.
Our shoes are made by hand, that's why, and especially in light colors, it’s possible that, in some cases, some small imperfections are observed, which are normal and a proof of their handmade manufacture.