Returns & FAQ

We want you to love your Onry pieces, and every jewelry piece is carefully handmade with attention to detail. If there is an issue caused by our error, such as receiving the wrong item or a workmanship issue, we will do our best to provide a suitable resolution.


For any quality concerns, please provide clear photos of the item and details of the issue when contacting us. This helps us understand the situation and provide a faster solution.


As each piece is handmade, we do not accept general returns, exchanges, or refunds due to change of mind, incorrect selection, or no longer wanting the item.


Please read below for more details:



Cancellations


Product Orders Cancellation Policy


As each Onry piece is carefully prepared and handcrafted, we begin working on orders shortly after they are placed.


If you wish to cancel or make changes to your order, please contact us as soon as possible. Cancellation or amendments may only be considered before your order has been processed.


Once your order has been prepared or shipped, cancellations will no longer be accepted.



Damaged / Quality Issues


If your order arrives damaged, you receive the wrong item, or there is a workmanship issue caused by us, please contact us with:


  1. Your order number
  2. Clear photos of the jewellery and the issue
  3. A brief explanation of what happened


Please ensure photos are taken in good lighting so we can properly assess the issue and provide the best solution.


We will review each case individually and work with you to resolve the matter.



Refund & Return Policy


Product Orders Refund Policy


Due to the handmade nature of our jewellery, we do not accept returns, refunds, or exchanges for:


  1. Change of mind
  2. Incorrect selection of item
  3. Differences in personal preference
  4. Natural variations in stones and handmade details


Returns or refunds may only be considered for items with confirmed issues caused by our error, such as incorrect items sent or workmanship faults.


Return shipping costs will depend on the situation. If the issue is caused by an error on our end, we will discuss the best solution with you.



Jewelry Materials


What are your jewelry pieces made of?


Our jewelry pieces are made using copper wire, silver-plated wire, gold-plated wire stainless steel wire and 18k gold wire, paired with natural stones, beads, and other carefully selected materials. The type of materials used will be included in each product description.


Our wire materials are hypoallergenic and designed to be suitable for many individuals with metal sensitivities. However, everyone's skin reacts differently, and some people may still experience sensitivity depending on their individual skin type.


If you have sensitive skin, we recommend taking extra care by avoiding prolonged exposure to moisture, perfumes, and other products that may affect how your skin reacts with jewelry.



Tarnishing & Jewelry Care


Will my jewelry tarnish over time?


As our jewelry contains copper and plated materials, natural tarnishing may occur over time due to exposure to air, moisture, and everyday wear.


To help prolong the beauty of your piece, we recommend:


  1. Avoiding contact with water
  2. Removing jewelry before showering, swimming, or exercising
  3. Avoiding direct contact with perfume, lotions, and chemicals
  4. Storing your jewelry in a dry place when not in use


With proper care, your jewelry can remain beautiful for a long time.



Natural Stones


Are your crystals and stones natural?


Yes, our stones are naturally sourced from suppliers in China.

Since natural stones are formed by nature, each stone is unique and may vary in colour, patterns, texture, and shape. These natural differences are part of what makes every Onry piece special and one of a kind.



Custom Orders


Do you accept custom orders?


Custom orders are currently closed.

We hope to reopen custom requests in the future, so please stay tuned for updates from Onry.



Shipping


Where do you ship?


Currently, Onry ships within Malaysia.


We hope to expand our shipping destinations in the future as our little meadow continues to grow.



How long does shipping take?


Since every piece is handcrafted, orders require time to be prepared before shipping.


Shipping usually takes around 2–3 business days for ready-made and around 3–5 business days for preorder products.