Shipping policy

ONYX & LUMA SHIPPING POLICY

1. Order Processing & Validation

All orders are subject to a mandatory verification and processing period of 1 to 2 business days before they are dispatched. This timeframe involves payment validation, quality assurance checks, and packaging. Please note that processing time is separate from shipping time. Orders are not processed, shipped, or delivered on weekends or national holidays.

2. Estimated Shipping Times

Once your order has been processed and dispatched from our fulfillment center, standard shipping transit time is 12 to 17 days. Please note: These delivery times are estimates provided by our carrier partners, not absolute guarantees. Onyx & Luma cannot be held legally or financially responsible for transit delays once the package is in the carrier's possession.

3. Address Accuracy & User Error

Customers are strictly responsible for ensuring that all shipping information is complete and accurate at the time of checkout. Our fulfillment system is largely automated to ensure fast processing.

  • Incorrect Addresses: We are not responsible for packages that are returned to sender, misdelivered, or lost due to an incorrect, incomplete, or undeliverable address provided by the customer.

  • Modifications: Address changes cannot be guaranteed once an order is placed. If a package is lost due to customer input error, no refunds or free replacements will be issued.

4. Lost, Stolen, or Missing Packages

Onyx & Luma's liability for your shipment ends the moment the postal carrier marks the package as "Delivered" to the address provided.

  • We do not issue refunds, store credit, or replacements for packages that have been confirmed as delivered by the tracking number.

  • If your package is stolen from your property or mailbox after delivery, it is the customer's responsibility to contact local law enforcement or the postal carrier to file a theft claim.

5. Customs, Duties, and Import Taxes

Depending on your region, your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Onyx & Luma is not responsible for these charges. If they are applied, the customer is legally responsible for paying them to receive their package. Refusal to pay customs fees will result in the package being abandoned, and no refund will be issued.

6. Unforeseen Delays (Force Majeure)

Onyx & Luma is not liable for shipping delays caused by circumstances outside of our direct control. This includes, but is not limited to: severe weather conditions, natural disasters, customs holds, postal strikes, pandemic-related disruptions, or localized carrier logistical failures.

For any inquiries regarding the status of your shipment, please ensure you have checked your tracking number first. If further assistance is required, contact our support team at onyxlumaofficial@gmail.com.