Your delivery timeframe begins once your order is accepted. We also include a minimum 24-hour processing window, during which your items are prepared and dispatched. Please note, processing times may be longer during sales or peak periods.

Tracking: Once your order has been dispatched, you’ll receive an email with tracking information, so you can follow its journey.

Order Status: You can check the status of your order by logging into your account and viewing the "My Orders" section.

We work closely with our shipping partners to ensure swift and secure deliveries. However, customs delays may sometimes occur, and we do our best to minimize their impact.

Signing for Your Purchase

Your order is insured against theft or damage until it reaches you. Once signed for, the insurance coverage ends. If you're unavailable at the time of delivery, our courier will attempt two more deliveries. If you won’t be available, you can waive the signature at checkout, but please note that by doing so, you assume full responsibility for any loss or damage. For high-value orders, a signature may still be required.

Your delivery will be handled by trusted partners like DHL and UPS, who provide flexible delivery options such as date scheduling, signature releases, and collection from designated service points.

DHL Delivery Options

Through DHL On Demand Delivery (ODD), you have several options to manage your delivery:

Schedule Your Delivery: Choose a date within 5 working days or a specific delivery window.

Signature Release: Opt out of signing for your delivery (except for high-value orders).

Leave with Neighbour: You can request that the package be left with a neighbour.

Collection from a DHL Service Point: Pick up your package from a local DHL Service Point.

Vacation Hold: Request DHL to hold your delivery for up to 30 calendar days if you’re away.

For collection from a DHL Service Point, bring two forms of ID: a photo ID and your DHL notification email/SMS.

Before dispatching your purchase, we may need to confirm details with your payment provider. We aim to process orders quickly, but please note that delays may occur depending on external circumstances.

Courier Service: Your delivery will be handled by trusted partners DHL and UPS, who provide flexible delivery options such as date scheduling, signature releases, and collection from designated service points. A tracking number is provided with the order confirmation.

Insurance: Your order is insured against theft and accidental damage during transit. Once signed for, the responsibility for the items transfers to the recipient. You can waive the signature option at checkout, though this waives any responsibility for loss or damage.

Exchanging or returning items is straightforward. You have 28 days from receiving your order to initiate a return or exchange.

Custom-made items cannot be returned due to the custom-made nature of the items.

Store credit issued from a return is valid for 12 months from the date of issue.

How to Return/Exchange:

1. Create a return or exchange request in the "My Orders" section of your Onuli account.
2. Send the item back in its original packaging with tags intact.
3. Choose between home pickup or drop-off at your nearest courier location.

All items must be returned in a new, unused state, with tags and packaging intact, including any authenticity cards or dust bags.

For bags & accessories, ensure items are returned with their packaging, such as authenticity cards or dust bags.

For shoes, return them in their original shoebox, ensuring they have only been tried on carpeted surfaces.

Beauty, fragrance, and candles must be returned unused and unopened. Some items, such as fragrance and candles, are final sale due to transport restrictions.

Lingerie and swimwear must be tried on over underwear, keeping the protective adhesive strip intact.

Fine jewelry and luxury watches must be returned with original packaging, including any designer cards or warranty booklets.

Custom-made items cannot be returned due to the custom-made nature of the items.