Orders & VIP codes
Where can I buy ONNI products?
In our online shop ONNI.de and in selected specialist retailers .
Can I receive two orders in one package?
We process orders in the order in which they are received and for logistical reasons we cannot combine two orders into one shipment. Therefore, it is not possible for us to ship two orders together in one package.
Can I apply ONNI VIP codes after placing my order?
From time to time we offer ONNI VIP codes, which are often valid for a limited period. If a discount code isn't accepted, it may have expired. If the code is still valid and you're having trouble redeeming it, please contact us before placing your order at care@onni.de. Please note that ONNI VIP codes cannot be combined (you can only apply ONE VIP code).
How can I cancel my order?
We start preparing your order for shipping immediately after it comes in. For logistical reasons, it is therefore unfortunately not possible to cancel your order. If you haven't received a shipping confirmation yet, please contact us at care@onni.de and we'll see what we can do for you. We process all emails as quickly as possible. However, it may happen that we don't see your email in time and your order has already been packed. In that case, a cancellation is no longer possible either. But if we catch your request early and your order hasn't shipped yet, we can still cancel it.
My order arrived, but something is missing!
We're so sorry! Please send us a photo of the package including its complete contents to care@onni.de. We always take great care when packing, but mistakes can happen. The photo helps us assess the situation and send you any missing items right away.
Returns, exchanges & complaints
How long do I have to return my order?
At ONNI, you're covered by a 60-day satisfaction guarantee: you can return your order within 60 days of receiving it – even opened or partially used products. On top of that, your statutory 14-day right of withdrawal still applies.
How do I start a return?
It's easy via our returns portal at onni.retoure-anmelden.de. Just enter your order number and the reason for your return – you'll instantly receive a free DHL return label by email.
How much does the return shipping cost?
Nothing. Returns are free for you – we provide the DHL return label at no charge via our returns portal.
Can I return opened products?
Yes. As part of our 60-day satisfaction guarantee, we also accept opened or partially used products – so take your time trying ONNI.
When will I get my refund?
As soon as your return has arrived and been checked, we'll refund the full purchase price to your original payment method. Depending on your bank, the credit may take a few days to appear.
Can I exchange an item?
The fastest way to get the item you want is to return your order via the returns portal and place a new order in the shop. That way you'll receive your new product as quickly as possible.
My item is damaged or something is missing – what should I do?
We're sorry to hear that! Please send us a photo of the item or the package including its contents to care@onni.de. We'll look into it and send you a replacement right away.
About our products
Does ONNI refrain from animal testing in the production of its products?
ONNI is committed to animal welfare and ensures that all of our products are developed without animal testing.
