Aucun retour ni échange. Toutes les ventes sont finales.

Dans le cas rare où un article est endommagé pendant le transport, veuillez consulter la question FAQ « La qualité de ma commande est-elle vérifiée » ci-dessus pour connaître les étapes suivantes.

Actuellement, toutes les pièces Onalaja sont fabriquées sur commande, pour cette raison, nous n'offrons pas de remboursements ni d'échanges.

Nous sommes fiers de garantir que toutes nos pièces sont contrôlées et inspectées avant de vous être expédiées. Nous prenons également des photos et des enregistrements de chaque pièce afin d'éviter toute réclamation pour défaut, dommage ou marque.

Notre engagement en matière de transparence signifie que chaque vêtement présenté sur notre site web est accompagné d'une description complète, détaillée et unique. Il est essentiel de lire attentivement la description de l'article et de vérifier toutes les tailles et mesures avant d'effectuer un achat.

Si vous avez des questions sur un vêtement en particulier, n'hésitez pas à contacter notre équipe de support client avant de passer votre commande par e-mail info@onalaja.com

En passant une commande, vous confirmez votre accord avec les politiques de notre magasin.

Production begins after the holidays, and you can calculate your lead time starting from mid January. All orders are produced strictly in the order they were received via our website.

Sale production timelines are longer than our standard lead times due to the high volume of orders and the handcrafted nature of each piece.

Each product page includes an average production time, but this may vary depending on the style. More intricate designs with heavier beading, embroidery or detailing will naturally require additional time.

All Festive Day and Black Friday orders are final sale, meaning:

• No refunds

• No exchanges

• No cancellations

• No alterations

Because each piece is handcrafted to order, we are unable to accept returns or amend your garment once production has begun.

If you are unsure about sizing, or if you are petite or tall, please email us after your purchase so we can assist before production begins.

When an order is “almost completed”, it means it is in the final stages of production, not that it is ready for dispatch the same day.

As each piece is handcrafted, the final detailing, finishing, quality checks and packaging may require additional time. Once your order is fully completed, you will receive a dispatch email and tracking number.

Each Onalaja piece is individually handcrafted. Orders are fulfilled strictly in the order they were placed, and production timelines can vary based on:

• The position of your order in the queue

• The complexity of the design

• The level of hand-beading, embroidery or detailing required

This means two customers who order the same style may still receive their pieces at different times. If you ordered multiple items, we may ship each item as it becomes ready rather than waiting for all items to be completed.

No.

The Lagos store operates only as a pickup point and is not an inquiry or customer-service centre. They cannot assist with questions about online sale orders, production timelines, changes, or any order-related concerns.

All enquiries regarding Festive Day, Black Friday or online orders placed via onalaja.com must be sent through:

• Email: info@onalaja.com

• Live Chat: available on our website

Any confirmations, updates or changes to your order must be provided in writing by email. This ensures accuracy and allows our production team to track all requests properly.

For the fastest and most reliable assistance, please contact us directly via email or our website live chat.

Requesting a delivery date does not guarantee that your order will be ready by that time. Because each piece is handcrafted and often hand-beaded, production times can vary.

A delivery date is only confirmed if:

1. We have provided written confirmation via email, and
   
2. (If required) a rush order fee has been paid to prioritise your order outside our standard timelines.
   

If we have not provided written confirmation via email, the date is not guaranteed.

We will always try our best, but without written approval, we cannot commit to a specific deadline.

For any time-sensitive requests, please email info@onalaja.com so we can advise and confirm what is possible.

If you require your item for a particular event or date, you must email us immediately after placing your sale order so we can confirm whether it is achievable. PLEASE MAKE SURE TO GET A WRITTEN EMAIL CONFIRMATION.

PLEASE DO NOT SEND MESSAGES VIA THE LAGOS STORE WHATSAPP. THE ONLY VALID CONFIRMATION IS A WRITTEN EMAIL TO INFO@ONALAJA.COM

If no delivery date was communicated at checkout or via email, we proceed with your order at the standard sale timeline.

All Festive Day and Black Friday sale orders are final.

This applies to:

• No refunds

• No exchanges

• No cancellations

• No alterations

Once production has started on your piece, we cannot make any changes.

If you are unsure about sizing, or if you are petite or tall, please email us after placing your sale order with your measurements.

If we do not receive written instructions, we will produce your item based on the standard size selected at checkout.

Once your item has been made, we cannot amend it, and we do not offer alterations.

Yes.

Since all orders dispatch from the United Kingdom, customers are responsible for any customs, duties, taxes or import fees charged by their country. These fees vary depending on your location.

Not always.

To avoid unnecessary delays, items may be shipped individually as they are completed. You will receive a tracking number each time an item is dispatched

If you are unsure about sizing, design details, colourways or custom concerns, please email us at info@onalaja.com before placing your order.

We are happy to guide you.

Yes.

Our team is available via email at info@onalaja.com for any assistance. We aim to respond as quickly as possible, especially during peak sale seasons.

The sales terms were:

• Displayed clearly on the website announcement bar

• Sent via email before the Festive Day and Black Friday event

• Repeated across Instagram, including Instagram Live

• Listed within the sale details prior to checkout

We have consistently shared the same information since before the sale began to ensure full transparency.

We understand delays can be frustrating, especially for special occasions. Your order is being handcrafted with care, and once completed, you will receive full dispatch details.

If you need an update or have any questions, please email us at info@onalaja.com and our team will be happy to assist.

During the Black Friday event, we clearly communicated:

• On the announcement bar on our website

• In the sale terms sent via email

• On Instagram and Instagram Live

that all sale orders would enter production after the holidays and begin shipping from January.

Sale orders are final, and we are unable to cancel or refund items once production has started.

No, we do not offer alterations for any items purchased, and we do not have a tailoring service in Lagos. All production occurs in London, where we are based.

Please ensure you confirm your measurements with our team after placing your sale order if needed or if you are unsure.

Most Onalaja pieces are lined, unless stated otherwise.

All construction and fabrication details are listed clearly on the right-hand side of each product page, including whether an item is lined or unlined, and the exact materials used.

If you are unsure about any aspect of the construction, lining, or fabric composition, please email us at info@onalaja.com before placing your order. We are happy to confirm any details to help you make the best decision.

Length can vary depending on height, proportions and body composition. Our models are usually taller than the average customer, so garments can appear longer on them in photos.

If you are petite or tall, or if you have any concerns about length before purchasing, please email us at info@onalaja.com after placing your order so we can note your height and advise accordingly.

Once your item has been produced, we are unable to alter or adjust the length.

At Onalaja, we continuously refine our craftsmanship, materials and techniques. A dress purchased in 2022 will not be identical to a version produced in 2026, as our quality, fabrication and finishing naturally evolve over time. These improvements ensure each piece becomes more durable, refined and luxurious.

Product photos on our website represent each design as accurately as possible. However, slight variations in colour, tone or texture can occur due to lighting, photography and screen display differences.

If you are ever unsure about how an item will look or how it compares to a piece you purchased in the past, please email us at info@onalaja.com before placing your order and we will be happy to confirm all details.

Yes, we ship worldwide.

Shipping options and estimated timelines will be shown at checkout.

No returns, No exchanges. All sales are final.

In the rare occasion where an item is damaged in transit, please see “ Is my order quality checked” FAQ question above for next steps.

Currently all Onalaja pieces are on a made to order basis, for that reason, we do not offer refunds or exchanges.

We take pride in making sure that all our pieces are quality controlled and inspected before it is sent out to you. We also take images and recordings of each piece to avoid any faulty, damaged or marked claims.

Our commitment to transparency means that every garment listed on our website comes with an extensive, detailed and unique description. It is crucial that you carefully read the item description and check all sizing and measurements before making a purchase. 

If you have any queries about a particular garment, please feel free to reach out to our customer support team before placing your order via email info@onalaja.com

By placing an order, you confirm your agreement with our store policies. 

Chez Onalaja, nous comprenons que des circonstances imprévisibles peuvent parfois avoir un impact sur la livraison de votre commande.

Bien que nous nous efforcions de garantir des livraisons rapides, certains facteurs échappent à notre contrôle, tels que les événements internationaux, la logistique et les contrôles douaniers. Soyez assuré(e) que si un retard survient, nous vous tiendrons informé(e) à chaque étape et vous fournirons une nouvelle date de livraison estimée dans les meilleurs délais.

Nous sommes fiers de notre engagement envers la satisfaction client et notre équipe est toujours disponible pour répondre à vos questions ou préoccupations. N'hésitez donc pas à nous contacter à l' adresse info@onalaja.com pour toute mise à jour ou assistance.