Shipping and returns

Our delivery, shipping and return process explained

Hi, there, thank you for checking out our Shipping & Returns page. That means you recently made a purchase with us, or are considering it, which is wonderful!

Store Express is 100% committed to giving you the best customer experience. However, even we make mistakes sometimes. Rest assured, in those cases we will do everything we can to solve the issue. On this page, you can find information regarding refunds and deliveries.

Deliveries

The delivery window for your order is stated at Check out. In the “delivery note” email, you can find the tracking code for your delivery. If your delivery is running late, check the tracking code on the carrier website mentioned in the same email. In some cases, the carrier is very busy and your delivery is just delayed. If you think something else is wrong, please contact us through our contact page or via phone on +31 85130-3425.

Always have your Order number at the ready when contacting us. You can find the order number in the order history on your personal page or the confirmation email of your order. We will then investigate the issue further for you.

Item lost or damaged during delivery

We send all our items with a tracking code for security reasons. If your item gets lost during the delivery process, we will commit to resending your order free of charge and delivery costs. In the case that your item got damaged during the delivery, we will also replace or refund your purchase, depending on your preference.

Returns & Refunds

We have the utmost confidence in the design and quality of our products, but in the case that you are not satisfied with the products, you ordered the wrong item, or something else is wrong, you can always request a refund up to 14 days after the delivery date mentioned on the proof of delivery. We will always issue a full refund including shipping for returns within this period

Here’s how to do it:

  1. Contact us through our website or by email at info@onisi-eu.com and state that you want to make a return. Be sure to mention your order number in the e-mail. We would love to know why you want to make a return so we can improve our service and products, but this is entirely optional.
  2. We confirm the request and send you a return slip. Please print this and attach it to the boxes you wish to ship back.
  3. Drop the items off at your local post office, the labels are prepaid so no worries there.
  4. We will notify you when the items arrive at our warehouse. After a short inspection we will issue a full refund within 5 business days, depending on your payment method or bank, it might take some time for the money to be transferred into your account.

For large quantity orders, we prefer to charter a truck from our logistics partner to deal with the return. That way we ensure the all the products are returned to us and it saves you a couple of trips to the post office. We will notify you per email if this is applicable to you after we received your request for a return/refund.

Still got any questions left? Check our FAQ page for the answers to common questions that we get or contact us via our contact page. We always reply within one business day to your inquiries.