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FAQ

FAQ_OnSello

 

WHAT’S MY ORDER STATUS?

If you have an onsello.com account, you can log in and view order status and tracking on the dashboard page under recent orders. If you checked out as a guest, you can email us at sale@onsello.com and we’d be happy to provide you an update.

 

HOW DO I CANCEL MY ORDER?

Depending on the status of your order, we may not be able to cancel it. Please contact us immediately at sale@onsello.com or toll-free at 86-8505-7963 and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.

 

CAN I EXCHANGE MY ORDER?

We are currently not set up for exchanges. Please email us at sale@onsello.com or call us to get a return started. Then a new order can be placed for another size or item.

 

I FORGOT TO ADD AN ITEM TO MY ORDER; CAN I MAKE A CHANGE BEFORE IT SHIPS?

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items. Remember, shipping is free.

 

CAN I CHANGE THE COLOR/SIZE OF WHAT I JUST ORDERED?

Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the goods you didn’t mean to order.

 

THE STYLE/SIZE/COLOR I WANT IS OUT OF STOCK. WHEN WILL YOU BE RESTOCKING?

OnSello comes out with new collections each season. If something is out of stock, email us at sale@onsello.com and we’d be happy to double check for you.

 

WHY DID I HAVE TO SIGN FOR MY PACKAGE?

To ensure the safety of large orders, we require a signature upon delivery for domestic orders over $100. For more information about your order, please contact us at sale@onsello.com.

 

WHAT IS THE ONSELLO RETURN POLICY?

We will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund within 30 days of purchase. To see full policy, click here.

 

WHEN WILL I RECEIVE MY REFUND?

Please allow 2-4 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.

 

DO YOU OFFER PRICE MATCHING OR ADJUSTMENTS?

Sorry, OnSello does not offer price matching or adjustments at this time.

 

DO YOU OFFER ANY DISCOUNTS FOR FIRST-TIME BUYERS?

We do not have any discounts for first-time buyers, but we definitely suggest subscribing to our newsletter to be the first to know about our special promotions and sales.

 

DO YOU SHIP INTERNATIONALLY? DO I HAVE TO PAY DUTIES AND TAXES?

Yes, we ship everywhere in the world and use DHL eCommerce or Fedex for all international shipments. Customs and additional fees may apply for international shipments. Please contact your local customs office for more information. For certain countries, we offer a Premium shipping method that includes prepayment of all customs and duties. With our premium shipping option, goods will be imported on behalf of the buyer. The buyer authorizes OnSello to import goods on his behalf and agrees that OnSello may delegate this obligation to a subcontractor (e.g. a customs broker). Taxes & duties will be paid in addition to the purchase price of the goods at checkout. To see our full shipping policy, click here.

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