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.
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.
