Help Center
Shipping & Returns
We stand behind our products and always want you to be happy! If you're not satisfied with your purchase, we are happy to return your item according to our return policy!
View Return Policy
Our most up-to-date shipping info is here.
We process and ship orders Monday to Friday and take the weekends off to be with our families. Most orders are shipped within 1-2 business days. Exceptions may occur if there is a question or issue with your order, in which case we will contact you directly.
During the holiday season, please understand shipping can take slightly longer.
If you have a question about your order, text us at (855) 440-1460 and we'll get back to you as soon as we can!
My order says it was delivered but I can't find it.
We ship all orders via United States Postal Service (USPS) with tracking information. Once we hand your package over to the USPS and it is scanned and accepted at their facility, it is completely out of our control.
We are not responsible for packages that are lost or stolen.
If you receive an email notification that your order has been delivered but you cannot find it, do not panic. Sometimes postal workers will scan packages as "delivered" before even arriving to your house – sometimes even hours before actually delivering the package. This will trigger our system to send the email notification.
If an entire day has gone by – and after you've done a few laps around your house and checked with any family members who may have tucked it away somewhere – and you still can't find it, check with your local Post Office.
The Post Office uses GPS tracking for their package deliveries so they can pinpoint exactly where it was delivered – just in case they may have delivered it to your neighbor on accident.
Find the nearest Post Office
Yes, we ship to international locations. International shipping fees will be applied to your order total. To find out how much shipping will cost, you can select the product you want and checkout to see a listing of shipping costs before placing your order.
Ordering with multiple email addresses on our website will prevent you from earning Happiness Points in the same place. We recommend using the same email and account when ordering so that your points can accrue in the same account.
You can login or create an account on our site here: shoponyxandoak.com/account/login
DO YOU SHOP ON FACEBOOK OR THE APP TOO?
After you've joined, purchases made directly on our website are automatically added to your account. In order to earn points for purchases made on Facebook (through Facebook posts or live shows) or our App, the email you use in the Comment Sold system must be an EXACT MATCH to the email you registered with on our website. If the emails are not an exact match, you will not receive points for purchases made on Facebook.
You can view your Comment Sold account to make sure your email matches by clicking the following link: onyxandoak.commentsold.com
For App users – open the App, log in with Facebook, click the profile icon, and select Change Email.
Products & Shopping
My discount code isn't working.
SALE & DISCOUNT CODES
Sometimes we run certain sales and promotions using discount codes that only work on certain platforms (website, Facebook Live, Mobile App, etc.). Please read the directions in the email, post, or message to make sure you are using the discount code on the correct platform. For example, we may run an App Only sale, which means the code for the sale is only valid on purchases made through our Mobile App.
LOYALTY REWARD POINTS
The discount codes that are created when redeeming Loyalty Reward Points are automatically generated by our system on our website (ShopOnyxandOak.com) and are not linked to the Onyx & Oak App. Your order must be placed directly on our website in order to use codes redeemed from reward points.
Will you restock my size? How does the waiting list work?
Many of our items sell out quickly – especially in certain sizes! So if you see something you love, you should order it quickly!
If an item you love sells out, you can sign up to receive an email when (and if) that style and size is restocked. Click the button that says "Your size sold out? Click here!" on the product page for the item that is sold out and we will email you if we receive more stock in that style/size.
We do try our best to restock in-demand styles! However, we do have to order items in large quantities and packs, so it doesn't make sense to restock some items if the waiting list is short for that style/size. If an item has been removed from our website, this item won't be restocked unless we order it again in the future.
What is Sezzle and how does it work?
Sezzle splits your purchase into 4 payments, automatically deducted from bank account every two weeks.
No interest or fees.
You only pay the purchase price with Sezzle if you make payments on time.
HOW DO I USE SEZZLE?
It's very simple to use Sezzle!
1. Select Sezzle as your payment method at checkout.
2. Follow the instructions once directed to Sezzle's platform.
3. We ship your order just like we normally would if you paid right away.
WHAT IF I RETURN A SEZZLE ORDER?
An order made with Sezzle can be returned according to our normal return policy and you will be issued store credit. Please note that your personal agreement with Sezzle will still stand and you will continue to pay any scheduled repayments and/or late fees.
WHY DID MY SEZZLE ITEM OR ORDER GET CANCELLED?
If you're checking out with Sezzle, there may be a processing delay that can result in the possibility of an item becoming sold out if multiple people are checking out simultaneously. If another customer checks out at the same time using another payment method, these orders will take priority. Even though it shows you purchased the item, the item may need to be cancelled.
For more information about Sezzle, check out the FAQs on their site: https://sezzle.com/faq/shopper
