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customs, duties and taxes

when ordering from ona.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. although we always ship door-to-door, your order may be subject to import taxes, customs duties and fees levied by the destination country. additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. as the recipient, you may also be responsible for customs clearance in the destination country. customs policies vary widely from country to country; you should contact your local customs office for further information. when customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

we want you to be completely satisfied with your ona purchase. if you are not, we will be happy to offer you an exchange or store credit (less return handling fees for customs and brokerage if applicable), provided that you return the item within 30 days of purchase, and the item is in its original packaging and condition. please note: shipping charges are non-refundable. we strongly suggest that you insure your package for the full replacement value with your chosen carrier. monogrammed and made-to-order items cannot be returned unless they are defective.

for items that are damaged or defective, we will provide an exchange (or full refund if an exchange is not possible), and we will also refund your return shipping costs.