FAQ / Policies

Best Hoodie Care

Machine wash at a low heat.
Wash garments inside-out, with similar colors.
Avoid using bleach, use non-chlorine bleach when needed
Tumble dry on a low cycle.

Production and Shipping Times

Production takes usually takes 2-5 days, but could be extended depending on volume of orders. 
Shipping times vary:
USPS Priority Mail: 1-4 business days (in the US)
International First Class: 7-25 business days
     *Able to ship wherever USPS allows

My package said it was delivered, but I did not receive it, what do I do?

First, check with your neighbors to ensure that your mailperson did not deliver the package to the wrong house. Wait at least two days after the tracking has been marked as delivered, as the workers sometime accidentally mark packages as delivered. If you still have not received your package, please contact your local USPS office. They will need to open a case and investigate the situation further. If the USPS is still unable to help, please email us at onsendesigns@gmail.com. Understand that we will not be able to guarantee full replacements as some items are limited stock.

onsenDesigns is not responsible for any lost packages after it is in the hands of USPS or if your address was inputted incorrectly. Edits to shipping address after the package has been sent out will be charged a redelivery fee.

My package is being shipped back, what can I do?

If the item has been marked as return to sender, please visit your local USPS as soon as you see the notification. It could take them a few business days to fully process the return. You may be able to retrieve the package before it has been sent back.
If the package is returned to an insufficient (no apartment number) or wrong address, you will be charged a redelivery fee. onsenDesigns is not responsible for lost packages due to wrong addresses.

I received the wrong items and/or my items have arrived damaged, what do I do?

Send us an email with your order number and a photo of the item(s). We will send you a replacement or refund depending if I still have the item in stock.

Do you take commissions?

No, but you can always send us suggestions!