FAQ - Frequently Asked Questions
Your satisfaction is our highest concern. Below you will find questions and answers that are most frequently asked by our customers about our wall clocks.
Questions about our clocks
Place your wall clock on a dry, stable base and hold the movement at the back with one hand. Attach the hour, minute and (optional) second hands at the 12 o'clock position in this order. Make sure the hands are all parallel and with the copper side towards the dial. Then press the hands in the middle while also applying light pressure on the movement in the direction of the dial. The exact steps, and accompanying images, are listed in the assembly instructions.
Some of our wall clocks incorporate a pendulum as part of the design. So this element cannot be removed.
Wall clocks with a glass panel are supplied with two picture hooks, so use a hammer to drive the metal fixing pins into the wall. Your wall clock will then hang safely and securely supported by the sturdy metal pins. Wall clocks made from high-quality wood products come with two hangers which can also be attached to the wall using a hammer.
Your clock will require one AA battery.
Please note batteries are not included.
Each ONZENO wall clock has a high-quality quartz movement renowned for its longevity.
ONZENO wall clocks are exclusively analogue designs.
One quality feature of ONZENO wall clocks is that they display the time accurately without making ticking noises.
The weight of each wall clock will vary according to the materials used. Our customer services can always advise on the weight of any particular model.
Onzeno wall clocks can only be ordered in the size specified for each particular design.
Unfortunately, we cannot accommodate custom sizes or designs.
Payment
You can pay for your wall clock from ONZENO conveniently and securely via:
– bank transfer
- direct debit
- credit card
- instant transfer
- PayPal
– pay in instalments
- purchase on account
- Amazon Payments
- Giropay
- Apple Pay.
Not all of these payment methods will always be advertised. This decision is always made by our payment service providers.
If you pay by credit card, the invoice amount will be charged to your account immediately.
Payment by direct debit is usually debited from your account 1-3 working days after ordering to an address within Germany.
In case of payment by instalments (powered by PayPal) a staggered payment in 6, 12, 18 or 24 monthly instalments is possible. The first monthly instalment is due in 38 days at the earliest.
In the case of purchase on account, you undertake to settle the amount within 30 days.
For all other payment methods offered by us, the amount will be debited immediately after the order is placed.
You will find further details in our terms of payment.
When ordering over the phone, we can only offer payment in advance, as we are not allowed to request sensitive data from our customers.
Unfortunately, we have no influence on which payment methods are offered to you online. This is decided independently in real time by our external payment service providers, the online payment services PayPal or AmazonPay.
If you were unable or unwilling to complete the payment process with Sofortüberweisung, we will be happy to switch the payment method to prepayment for you and send you our bank details. Please contact the customer service for this.
Since the payment method purchase on account is handled by PayPal, we unfortunately have no insight into the payment details.
In our PayPal account, the invoice amount of your order is directly shown as paid, because we have received the amount from PayPal and PayPal in turn claims the amount from you.
If you have any problems with the payment or if you are unsure whether you have already paid the invoice amount, you can contact the PayPal billing department directly: 0800 723 4730 (Mon-Fri, 8:00-17:00).
Shipping and delivery
The delivery time for your wall clock within Germany is usually 1-3 days from the confirmation of your order. More details on our delivery times can be found in our shipping and payment conditions. Unfortunately, we cannot offer express shipping.
We charge shipping costs of £4.90. From an order value of £40 we deliver free of shipping costs. You can find out more on our page about shipping and payment conditions.
ONZENO ships its wall clocks via logistics partners DHL and DPD in special, transport-safe packaging.
The e-mail shipping confirmation for your wall clock will include a tracking number to track your shipment. Enter this number on the website of our logistics partner DHL or DPD to see where your order is currently located. If you have created a free customer account with ONZENO, you can view the shipment tracking under the menu item "My orders".
Unfortunately, delivery on the desired date is not possible, as our shipping is fully automated.
If you are unable to receive your wall clock in person, there are several options: - Place the order at a later date -.
The package will remain in a nearby package shop for about 7 days and can be collected - You can indicate another person to the shipping service provider who may accept your delivery for you.
Unfortunately, this is not possible because the transport-safe packaging cannot be combined with gift packaging.
Incomplete delivery: Please contact our customer service who will resolve the problem immediately.
Lost package: Please let our customer service know. They will contact the appropriate shipping service provider.
Returns, exchanges and refunds
We grant customers a 100-day right of return on every wall clock.
We grant you a right to withdraw from your purchase commitment up to 100 days after receipt of the goods. We have summarized details of the cancellation process here. Please e-mail us at service@onzeno.co.uk including your order number. We will then send you a return slip to enable you to send the wall clock back to us free of charge.
Ideally, the wall clock should be returned in the original packaging. If this is not possible, please ensure the clock is securely packaged. Unfortunately, we cannot send you a replacement packing box, but you will receive a return label.
If your wall clock has been damaged in transit, please e-mail us at service@onzeno.co.uk including your order number. We will then send you a return slip so you can send the wall clock back to us free of charge.
We will usually refund your purchase amount 7 working days after we receive your return. We will do this using the same payment method that you originally used.
Please let our customer service know whether you would like us to resend your parcel and whether you would like to keep the specified delivery address.
Where a wall clock has been damaged, we can arrange a replacement delivery. The first step is to please send photos of the damage to service@onzeno.co.uk so we can assess the situation and consider a possible replacement.
Unfortunately, we are unable to make such exchanges within an order. However we can cancel an item from an existing order. You would then need to place a new order for the new article.
