Please review your order carefully before you submit it — once an order has been accepted we may not be able to change or cancel it. If you need to request a change, email info@onyxandbloom.com or message us on WhatsApp at +971 55 533 5361 as soon as possible, quoting your order number.

You can return most items within 14 days of delivery for a full refund, with no reason required. The item must be unused, in its original condition and packaging, with all accessories and documentation included. We cover the return shipping cost, so you are never charged to send an item back. Some items are excluded — see the next question and our Refund policy.

Items that cannot be restored to their original condition — such as opened personal-care products or unsealed fragrances — cannot be returned. The same applies to items damaged by misuse after delivery, and to requests made after the return window has closed. If a product is defective, your 30-day right to a refund, replacement or repair still applies in full, including on discounted items.

Contact us with your order number and your original purchase invoice. We will confirm your request and send shipping instructions within 2 business days. Pack the item securely and return it using the method we provide.

Once we receive your return we inspect it within 3 business days, and your refund is issued to your original payment method within 5–7 business days after approval. Original outbound delivery fees are not refunded unless the return is due to our error or a confirmed product defect.

Contact us within 48 hours of delivery with clear photos of the item and its packaging. For a defective or non-conforming item you have 30 days from delivery to choose a full refund, a replacement, or a free repair — all at no cost to you. If a replacement or repair takes longer than 7 days, we will provide a comparable item for you to use free of charge in the meantime.

Returns and exchanges are handled under our Refund policy. If an item is defective, damaged or not as described, you can request a replacement with an identical or equivalent item within 30 days of delivery. If you simply changed your mind, return the item within 14 days for a full refund and place a new order.

Yes. We sell only 100% authentic products, sourced from verified suppliers and authorised distributors, and every item is inspected before it ships. We do not sell counterfeit or replica products. Read our Authenticity Guarantee.

Message us on WhatsApp at +971 55 533 5361 or email info@onyxandbloom.com. Our team is available Sunday to Saturday, 9:00 AM – 9:00 PM, and we aim to reply to every enquiry within 24 hours. You can also use the form on our Contact us page.