FAQ2021-10-31T18:19:54+01:00
Why shouldn’t I open a dispute with PayPal?2024-06-06T19:57:28+02:00

Opening a dispute on PayPal could result in the suspension of your Onar Prime account for security reasons and you might incur return shipping costs. Your security and satisfaction are our top priority, and we want to assure you that any issue you are facing will be resolved in the most effective way possible.

To avoid complications and ensure a quick resolution of your issue, we invite you to contact our customer service directly through the link https://support.onarprime.net. Our expert team is ready to assist you and resolve any problems you may have.

We appreciate your understanding and cooperation in this matter. We are here for you and will do our best to ensure you receive the best possible support.

What happens if my address is incorrect and the package is returned to sender?2024-06-06T19:53:59+02:00

If the package is returned due to an incorrect address, we will proceed as follows:

  1. Notification: We will inform you as soon as the package is returned to us by the courier.
  2. Address Correction: We will ask you to provide the correct address so that we can resend the package.
  3. Reshipping: Once we receive the correct address, we will resend the package. Please note that additional shipping charges may apply for the new shipment.
  4. Refund: If you prefer, you can request a full refund as soon as the package is returned to us.
What happens if the case is rejected?2024-06-06T19:51:18+02:00

If the information collected is not sufficient to establish any liability, Onar Prime will file a formal complaint with the competent authorities, including all collected documentation. We will remain available to the authorities for any clarification so that the investigation can identify a potential culprit as soon as possible. The refund will be suspended until the contested facts are verified and any wrongdoing is determined by the judiciary.

How long will it take to get a response?2024-06-06T19:49:59+02:00

Usually within 7 working days, Onar Prime will provide you with the outcome of the case or request additional information useful for the investigation. If the case is accepted, we will process a full refund for your order.

What happens after I open a signature denial case?2024-06-06T19:48:38+02:00

Onar Prime will conduct an internal investigation, gathering all necessary information and informing the target branch of the incident. The courier may also carry out an internal investigation and send the driver back to the delivery location for further checks.
Onar Prime will verify the accuracy of the address and if it is the same as the one you indicated then Onar Prime is absolutely not responsible.

What should I do if none of my acquaintances have collected the package?2024-06-06T19:45:43+02:00

If you are sure that no one you know collected the shipment on your behalf, you can open a signature rejection case by informing us of the incident by opening a support ticket

What should I do if the package is marked as delivered but I have not received it, or it appears to be tampered with?2024-06-06T19:44:12+02:00

We understand that such situations can result from distractions, theft, false declarations, fraud, or online scams. We take every report very seriously and are committed to ensuring maximum security and transparency for our customers, employees, partners, and suppliers.

If the courier tracking indicates that the shipment has been delivered but you have not received it, please carry out the following checks:

  • Check with the concierge: If you live in a building with concierge service, verify if the package was left with the concierge.
  • Verify with housemates: If other people live at your address, check if the package was delivered to them.
  • Ask your neighbors: Make sure the package was not delivered to your neighbors.

Sometimes, someone close to you might have collected the shipment on your behalf. Please perform these checks before proceeding with a report.

How will I receive the refund?2023-06-13T15:28:07+02:00

The refund will be issued to the original payment method used for the purchase. You will receive a confirmation of the refund via email with the transaction details.

How long will it take to receive the refund after the return?2023-06-13T15:27:38+02:00

Once we receive the returned product and verify its condition, we will process the refund. The time required to complete the refund may vary depending on the payment method and the policies of the issuing bank, usually ranging from 5 to 10 business days.

Who will bear the shipping costs for the return?2023-06-13T15:27:02+02:00

The shipping costs for the return will be the customer’s responsibility, unless the return is due to our error or a product defect.

How can I request a product return and refund?2023-06-13T15:26:23+02:00

To request a product return and refund, you need to contact our customer service, providing the order details and the reason for the return. We will provide you with instructions on how to proceed with the return and send back the product.

How long will it take to receive the new product after the exchange?2023-06-13T15:25:23+02:00

We will make every effort to expedite the exchange process. Once the exchange is processed, we will ship the requested new product to you. The delivery time will depend on your location and the shipping service used.

What happens once I have shipped the product for exchange?2023-06-13T15:24:52+02:00

After shipping the product for exchange, we recommend providing us with the tracking number or proof of delivery. Once we receive the product, we will proceed with the verification of its condition and process the exchange.

Who will bear the shipping costs for the exchange?2023-06-13T15:24:20+02:00

The customer will be responsible for the shipping costs for the product exchange.

How can I request a product exchange?2023-06-13T15:23:46+02:00

To request a product exchange, you need to contact our customer service, providing the order details and explaining the reason for the exchange. We will then provide you with the shipping address where you should send the returned product.

What are the shipping times ?2021-10-31T18:30:44+01:00

Shipping times may vary depending on the product

The cart shows the estimated shipping time and in case of delays the customer will be notified by email or telephone call

Do you ship worldwide?2021-10-31T18:24:01+01:00

For items sold by us, we ship them all over the world.
For items from sellers who sell on Onar Prime, the shipping areas served vary depending on the seller, you can still find out by adding the product to the cart and check if your area is served or not.

What is Onar Drive?2021-10-31T18:12:53+01:00

Onar Drive is a cloud storage platform created by us tailored for you, with Onar Drive you immediately receive 15 GB of free storage space that you can use to share large files or to keep them in a safe place.

Find out more
How can i track my order?2021-10-31T18:08:20+01:00

Once the tracking code is sent to you by email you can track your order from here:

Order tracking
My card has been declined for payment, what can I do?2021-10-31T18:03:07+01:00

There are several reasons why your card was rejected:

Your card has expired
You have not entered the data correctly
There is not enough credit on your card
The system crashed due to attempted fraud
Please try again another time, if the problem persists you can contact Customer Service

Request support
How can i ask for a refund?2021-10-29T17:45:13+02:00

You can request a refund from here

Ask for a refund

Can I ask for a refund?2021-10-31T17:57:15+01:00

The customer can request a refund no later than 14 days from the date of delivery of the product.
The money for the product will be refunded to you, no later than 14 days, on the method you used to pay or will be added to your digital wallet on Onar Prime.
In the event of a request to return the product, the customer must return the product where it will be indicated at his expense unless otherwise indicated by the shopkeeper.

Go to Top