Shipping policy

SHIPPING AND DELIVERY POLICY

Last updated: 3 September 2026

This Policy describes the order-preparation process, shipping methods, delivery times and shipping charges applicable to purchases made through the Onyou online store.

1. SELLER AND SHIPPING ASSISTANCE

Colladon S.n.c. di Antonio e Nicola, trading as Onyou
Piazza Libertà 4
36071 Arzignano VI
Italy

Email: info@on36071.it
Telephone: +39 0444 670047

2. ORDER PREPARATION

Orders are normally prepared and handed to the carrier within approximately 48 working hours after order confirmation and successful payment.

Order preparation does not normally take place on Sundays, Italian public holidays or days on which the physical store and warehouse are closed.

Preparation may take longer during:

- sales and promotional periods;
- public holidays;
- periods of unusually high order volume;
- inventory checks;
- temporary stock discrepancies;
- payment or fraud-verification procedures;
- circumstances outside Onyou's reasonable control.

If a different preparation time applies to a particular product, this will be indicated on the product page or communicated to the customer.

3. CARRIERS

For shipments within Italy, Onyou mainly uses GLS, BRT, SDA, Poste Italiane or another suitable carrier.

For international shipments, Onyou mainly uses UPS or another carrier selected according to the destination, parcel characteristics and service availability.

Onyou may change the carrier where reasonably necessary to ensure correct and efficient delivery.

The customer cannot require the use of a particular carrier unless this option is expressly available at checkout.

4. SHIPPING RATES AND FREE-SHIPPING THRESHOLDS

Shipping rates depend on the delivery destination and the shipping zone assigned to that destination at checkout.

The current standard outbound shipping conditions are:

ITALY
Standard shipping charge: €5.00
Free shipping: merchandise value of €100.00 or more

STANDARD EUROPE ZONE
Standard shipping charge: €10.00
Free shipping: merchandise value of €100.00 or more

CROATIA
Standard shipping charge: €10.00
No standard free-shipping threshold applies.

IRELAND AND DESTINATIONS ASSIGNED TO THE EXTRA-EU EUROPE ZONE
Standard shipping charge: €19.00
Free shipping: merchandise value of €250.00 or more

CYPRUS AND DESTINATIONS ASSIGNED TO THE WORLD SHIPPING ZONE
Standard shipping charge: €29.00
Free shipping: merchandise value of €500.00 or more

The Standard Europe zone may include selected European destinations that do not correspond exactly to European Union membership. Likewise, certain European destinations may be assigned to another shipping zone because of their logistics requirements.

The actual shipping charge applicable to the customer's delivery address will be displayed at checkout before the order is confirmed.

Free-shipping eligibility is determined according to the merchandise value applicable at checkout after discounts and promotional reductions and excludes shipping charges, duties, import taxes, gift-card purchases and additional services.

Some remote areas, islands or destinations with special logistics requirements may be unavailable or may require a different rate.

Any applicable charge collected by Onyou will be shown before the order is confirmed, except in the case of an obvious technical or pricing error.

5. ESTIMATED DELIVERY TIMES

Estimated delivery times after dispatch are:

- Italy: approximately 2–3 working days;
- standard European destinations: approximately 3–5 working days;
- European destinations outside the standard zone: approximately 5–25 working days;
- all other international destinations: approximately 5–25 working days.

Delivery times are indicative and begin when the parcel is handed to the carrier, not when the order is submitted.

Delivery may take longer because of:

- customs procedures;
- public holidays;
- strikes or transport disruption;
- extreme weather;
- remote delivery locations;
- security checks;
- incorrect or incomplete delivery information;
- events outside Onyou's reasonable control.

6. MAXIMUM DELIVERY PERIOD

Unless another date has been expressly agreed, Onyou will deliver the products without undue delay and no later than 30 days from conclusion of the contract.

If delivery is not completed within the agreed period or within 30 days, the customer may contact Onyou and, where required by law, grant an additional reasonable period for delivery.

If delivery is not completed within that additional period, the customer may be entitled to terminate the contract and receive a refund according to applicable law.

7. SHIPPING CONFIRMATION AND TRACKING

When the parcel is dispatched, the customer will normally receive a shipping confirmation containing tracking information, where made available by the carrier.

Tracking information may require several hours to become active after the shipping confirmation is issued.

The customer is responsible for monitoring the tracking information and for promptly responding to any request made by the carrier.

8. DELIVERY ADDRESS

The customer must provide a complete and accurate delivery address, including:

- recipient's full name;
- street and building number;
- postcode;
- city and province or state;
- country;
- valid telephone number;
- any delivery information reasonably required by the carrier.

The customer must check the address before confirming the order.

Once the order has entered preparation or has been dispatched, it may not be possible to change the delivery address.

Additional transport costs caused by an incorrect or incomplete address supplied by the customer may be charged to the customer where permitted by law.

9. DELIVERY ATTEMPTS, FAILED COLLECTION AND UNCOLLECTED PARCELS

The carrier may make one or more delivery attempts according to its service conditions.

If delivery is unsuccessful, the parcel may be held at a depot, collection point or local facility for a limited period.

The customer is responsible for following the carrier's instructions and collecting the parcel within the stated period.

If a parcel is returned to Onyou because of an incorrect or incomplete address, repeated failed delivery attempts, failure to collect the parcel, failure to respond to the carrier, or unjustified refusal of delivery, Onyou will contact the customer.

Where the return-to-sender event is attributable to the recipient, a flat €5.00 contribution towards return-to-sender handling costs may apply, in addition to any direct transport or customs costs actually charged in connection with the return.

The €5.00 contribution does not apply where the failed delivery or return is caused by Onyou, by the carrier, or by circumstances that cannot reasonably be attributed to the recipient.

Any applicable amount may be requested before a new shipment is arranged or deducted from an amount otherwise refundable, where permitted by applicable law.

Failure to collect or refusal of a parcel, by itself, does not constitute a valid notice of withdrawal. Customers wishing to exercise the statutory right of withdrawal should communicate their decision to Onyou using one of the methods described in the Returns, Size Exchanges and Refunds Policy.

10. TRANSFER OF RISK

Where shipping is arranged by Onyou, the risk of loss of or damage to the products remains with Onyou until the products are physically delivered to the customer or to a third party designated by the customer, other than the carrier.

11. DAMAGED PARCEL

If the parcel appears visibly damaged, open or tampered with at delivery, the customer is invited, where possible, to:

- accept the delivery subject to written reservation;
- describe the visible damage on the carrier's delivery record;
- retain the original packaging;
- take photographs of the parcel and product;
- contact Onyou promptly.

Failure to accept the parcel subject to reservation does not automatically remove mandatory consumer rights, but evidence collected at delivery may help Onyou manage the claim with the carrier.

12. LOST OR MISSING PARCEL

If tracking indicates an abnormal delay, delivery to an unknown location or possible loss, the customer should contact Onyou.

Onyou will open an investigation with the carrier where appropriate.

A refund or replacement may be issued after the necessary checks have been completed, without prejudice to the customer's mandatory rights.

13. IN-STORE PICKUP

Where available at checkout, the customer may collect the order at:

Onyou
Piazza Libertà 4
36071 Arzignano VI
Italy

The customer must wait until receiving confirmation that the order is ready for collection.

The customer may be asked to provide:

- the order confirmation;
- a valid identity document;
- authorisation if the order is collected by another person.

14. DELIVERIES OUTSIDE THE EUROPEAN UNION

Shipments outside the European Union may be subject to customs procedures, import duties, local taxes, brokerage charges and administrative fees.

Unless expressly stated otherwise at checkout, these amounts:

- are not included in the product or shipping price;
- are determined by the authorities and service providers of the destination country;
- are borne by the recipient.

Onyou cannot determine these charges in advance and is not responsible for their amount.

The recipient is responsible for supplying any documentation reasonably required for customs clearance.

15. REFUSED INTERNATIONAL SHIPMENTS AND CUSTOMS CLEARANCE

Refusing an international parcel does not automatically cancel customs charges, carrier charges or return costs.

If a parcel is returned because the recipient refused delivery, failed to provide required customs information or failed to complete customs clearance, direct costs charged to Onyou may be deducted from the refund where permitted by applicable law and where those costs are attributable to the recipient.

The return-to-sender handling contribution described in Section 9 may also apply where the relevant conditions are met.

16. RETURNS AND SIZE EXCHANGES

The rates and thresholds in this Shipping and Delivery Policy relate to the original outbound shipment.

Returns, refunds and size exchanges are governed by the Returns, Size Exchanges and Refunds Policy.

The free-shipping threshold for the original order is separate from the merchandise-value threshold applicable to the first free size exchange.

For a voluntary return caused by a change of mind, the customer may use a traceable courier of their choice or, where available, an Onyou return label subject to the applicable contribution.

17. CUSTOMER SUPPORT

For shipping, tracking or delivery assistance, contact:

Email: info@on36071.it
Telephone: +39 0444 670047

Please include the order number when contacting customer support.