FAQ
Your most frequently asked questions
Shipping
Which countries do you ship to?
We ship to mainland France and Monaco. Shipping is free to Lille and l'Amandinois with no minimum purchase. For the rest of France, shipping costs are indicated at checkout.
What is the delivery time?
Orders are shipped within 1 to 2 business days. Delivery then takes 2 to 5 business days depending on your address.
How can I track my order?
A confirmation email with a tracking link is sent to you as soon as the order is shipped. You can also track your order from your customer account on onwa.fr.
Products
Are the products authentic?
Yes, 100%. All our products are authentic originals, sourced directly from authorized suppliers. We do not sell any counterfeit products.
How do I choose the right product for my skin?
We offer a free personalized consultation service. Write to us at contact@onwa.fr or via WhatsApp at +33 7 80 94 34 37 describing your skin type and concerns — we will respond with tailored recommendations. You can also consult our routine guides in the site menu.
What should I do if a product is listed as "Sold Out"? We restock regularly. Contact us at contact@onwa.fr to be notified as soon as a product is back in stock or sign up for our newsletter, you will be notified as soon as your favorite product is added back!
Returns & refunds
Can I return a product?
In accordance with European regulations, you have 14 days after receipt to return an unopened and unused product, in its original packaging. To initiate a return, contact us at contact@onwa.fr before any return.
When will I be refunded?
The refund is issued to your original payment method within 10 business days following the receipt and inspection of the return.
What should I do if my package is damaged or incorrect?
Contact us immediately at contact@onwa.fr with a photo of the product received. We will resolve the issue quickly.
Payment
What payment methods do you accept?
We accept bank cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Klarna (installment payments) and Shop Pay.
Is payment secure?
Yes. All transactions are encrypted and secured via Shopify Payments. Your banking details are never stored on our site.
Contact
How to contact you?
By email at contact@onwa.fr or via WhatsApp +33 7 80 94 34 37— we respond within 24 hours on business days. Our address: Onwa Beauty SAS, 34 Place du Général de Gaulle, 59000 Lille.