FAQ
Shipping
Do you ship internationally?
Yes, we offer international shipping to selected countries. Shipping rates are calculated at checkout depending on your region.
You are responsible for any customs duties, VAT, or import taxes required by your country.
How long does shipping take?
Standard shipping: 2+ business days (depending on destination).
Express shipping: Next business day* within the Express Post Network (*Delivery times may vary based on location or during peak periods).
International shipping: Delivery times can vary based on destination and local postal service.
Can I cancel my order after placing it?
Contact us within one hour of placing your order, and we’ll do our best to cancel it. Once your order is with Australia Post, cancellations or modifications may not be possible. Please review your order carefully before completing your purchase.
My order is taking longer than excepted, what should I do?
If your order hasn’t arrived within 10 business days (standard shipping) or 3 business days (express shipping), please contact us at support@onyxknight.com.au. We’ll coordinate with Australia Post to investigate the issue. If your parcel is marked as delivered but hasn’t arrived, we recommend checking with your local post office or building manager. If the issue persists, please get in touch—we’re here to help.
Returns
Can I return an item?
Yes, you can return an item provided it meets the following conditions:
- Purchased from www.onyxknight.com.au
- Returned within 30 days of purchase
- In original condition, with tags attached
- Unworn and undamaged
- In its original, undamaged packaging
Return Process:
- Apply for a return through our Return Portal (Customer account profile).
- Prepare the item for return, ensuring it meets the return conditions.
- Choose your preferred shipping option for the return. You can print a return label at your local post office.
- Drop off the return at your local post office within 15 days of receiving your order.
Additional Information:
All returns are subject to inspection. We reserve the right to refuse returns that don’t meet our standards. We’re not responsible for items not purchased from ONYX KNIGHT but mistakenly returned to us.
How do I submit my return request?
1. Log in to your account.
2. Select the order that you wish to return.
3. Choose the items to return.
4. Select a return reason.
5. Submit the return request.
If your request is approved and requires shipping, you'll receive an email with a return shipping label and instructions. Once we receive the returned item, we'll process your refund. Please contact us if you need any assistance.
Are all items returnable?
Some items are not eligible for return. Final sale items purchased on sale or through promotional events are not returnable or exchangeable. Original items purchased during promotional events are still eligible for return.
Can I exchange a product?
We currently do not offer direct exchanges. However, you can return the item for a refund and then place a new order for the desired product. This helps streamline the process.
General
Do you have a physical store?
No, we operate exclusively online.
Do you offer gift cards?
At this time, we do not offer gift cards.