Orders are packed and shipped Monday-Friday only. Most orders are processed and shipped within 7-10 business days, however, during periods of high demand please allow up to 8-15 business days for your package to be processed and shipped email notification will be sent to your email with the tracking number. Orders placed on the weekend and holidays are processed on the next business day.


My order says delivered but I have not received it, what should I do?

USPS is responsible for the delivery of the package. In the event you are unable to locate the package posted “in-transit” or “delivered” we recommend contacting your local post office.



Why is my order still in "Pre-shipment"?

Tracking numbers are sent to your email as soon as your order's label is printed. This means that the shipping process has begun and your tracking number will update as soon as USPS scans your order in. This does not mean your order is lost, it is not uncommon for an order to remain in pre-shipment for multiple days. Please only contact us about this if your order has surpassed the estimated time for shipment


What items are returnable? 

  • They must be in original condition
  • For clothing, unwashed and unworn
  • In the original packaging
  • All items bought while on sale are non-refundable.

Are there any charges for return?

  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping


How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.
  • Orders in the amount of $50+ will receive a prepaid return label upon request.

    Orders less than $50 will be invoiced shipping costs prior to receiving a return label upon request.

    Failed Deliveries due to insufficient addresses, etc will be invoiced shipping costs.

    If a refund is requested, shipping will not be included in your refund.


Onkel is not liable for any shipping address discrepancies which includes lost, misplaced, or incorrectly delivered shipments. If the address information provided is incorrect or incorrectly entered at the time of purchase we are not able to make any changes. It is the customer's responsibility to provide the correct shipping address information. If you have NOT received a tracking number we can make any changes necessary.