General topics
Why buy from ONA?
As pioneers in the sale of design on the internet, we not only offer you our exclusive design lamps and our contract lighting services, we also put at your disposal our knowledge and long experience acquired in the sector. We create contract projects and send exclusive products daily to design lovers from many European countries. At ONA we care about offering the best service to our clients. To do this, we work intensively to improve our offer and offer our services in different languages. Our values are based on professionalism, quality, competence and individual service. We believe it is essential to offer individualized advice to our clients, either through our telephone service or through our email. Furthermore, we consider it very important to guarantee fast and efficient delivery of products. Our priorities also include guaranteeing the security and data protection of our clients. To guarantee you a comfortable and safe purchase, our electronic store has been equipped with the highest security standards.
Can I get advice at ONA?
Whenever you wish, you will also have qualified professionals at your disposal who will advise you on design and interior design issues. Consult our expert advisers by phone or email. Call the number +34 961 344 361 or send an email to info@onaemotion.com. Our team of advisors is at your disposal to help you.
How can I get more information about a product?
If you do not find all the information about a product on our website, you can send us the following form indicating the information you want to obtain.
How can I create a customer account?
Click on the “My account” option that you will find in the top bar of our website. Then a new window will open. To register as a new customer, click on the “Are you new here?” Button. Fill in all the required fields properly. For your security, in the “password” field we recommend that you enter a password of at least 6 characters and that contains upper and lower case letters and numbers. Do not forget to write down the password and email address indicated in a safe place, as you will need this information every time you want to access your account. After creating the account correctly, you will receive an email with the access data.
How can I modify my personal data?
Click on the “My account” option that you will find in the top bar of our website. Then a new window will open. To register as a new client fill in all the required fields in “Register”. For your security, in the “password” field we recommend that you enter a password of at least 6 characters and that contains upper and lower case letters and numbers. Do not forget to write down the password and email address indicated in a safe place, as you will need this information every time you want to access your account. After creating the account correctly, you will receive an email with the access data.
How can I deactivate my customer account?
If you want to deactivate your account at onaemotion.com, just send us an email so that we can carry out the deactivation process.
ATTENTION:
Please do not mark our emails as “Spam” as you would not receive any more emails from us, including order confirmations and other relevant emails.
How is my data transmitted and where can I find the Privacy Policy?
For the secure transmission of your personal data we use the SSL security system. This system uses an encryption process so that only we can access your personal data. In this link you will find the complete Privacy Policy.
Shipping
In the online store my product is available in stock. Why do I only receive a partial order or do I have to wait for delivery?
The mention “in stock” indicates that at least 1 unit of the desired product is available in our warehouse. However, it does not mean that we have enough units of the product that you order at the time. For each product we have limited units in our warehouse. In the case of orders for a large number of units, we place an additional order with the manufacturer in question. In this case, delivery may be delayed pending receipt of parts ordered from the manufacturer.
How much are the shipping costs?
While you are placing your order you will see at all times how much the shipping costs are. In some countries we deliver products without shipping costs from a certain minimum order amount. In the shopping cart you can check the shipping costs for your order. If you order multiple items, shipping costs will be shown in the shopping cart on the total sum of the order.
When will I receive my order if it concerns products with different delivery times?
For the exact delivery time of a product, see the page of each product. In the case of orders for products with different delivery times, we will group all products in a single delivery, as long as it is within a reasonable period of time. Otherwise, we will proceed to send a partial order with the products that are available at that time. The costs of this partial shipment will be at our expense.
Current orders
What does it mean that my order has two different order numbers?
Generally, both order numbers are correct and will be assigned to your order. You will then receive an order confirmation through our online store and an order confirmation through our merchandise management system. If you want to make an inquiry about your order, you only need to indicate one of the order numbers.
Why do I not receive any email from ONA (order confirmation, shipping notice, etc.)?
Some email service providers mark our emails as SPAM. Enter the SPAM folder of your email and check that there are no ONA emails. Also, and whenever you want, you can check the status of your order from your ONA customer account in the “Orders” section.
Can I modify the details of my order after placing the order?
You can modify the order data (shipping address, products, delivery, means of payment, etc.) as long as the order has not been sent. For more information, do not hesitate to contact us by phone +34 961 344 361 .
Where I can check the status of my order?
Whenever you want, you can see the status of your order from your customer account, in the “Orders” section. In this section you will find the approximate delivery date. If your order appears as “Shipped”, you can see the delivery note number of the merchandise. In case you don’t have a customer account yet, please contact us.
My order should already have arrived. Why have I not received any notification?
Unfortunately, sometimes the courier forgets to notify the absent payee that they have been unable to deliver the package. If you have received confirmation of delivery of the merchandise from us or from the carrier, through the shipping number, we recommend that you check the shipment at the nearest Post Office. Whenever you want, you can see the status of your order from your customer account, in the “Orders” section.
Payment
What payment methods does ONA offer me?
At the moment, ONA can use PayPal and bank transfer as a means of payment. For more information contact us.
In PayPal payments, when is the amount charged to my account?
For PayPal payments, the invoice amount will be charged to your account just before shipping the merchandise.
Claims, exchanges & returns
What to do in case of receiving the damaged merchandise?
If, despite all our efforts, damage has occurred during transport, we recommend that you reject the merchandise or indicate on the delivery note “acceptance with reservation”. In order to be able to send you a replacement of the ordered product as soon as possible, we recommend that you notify the carrier and our advisers in writing of the damage caused within 4 days at the latest. Within 4 days, we have the possibility to request compensation for damages from the carrier and distributor. So we will appreciate your collaboration.
What do I do if I agree to keep a damaged merchandise?
In that case, send us digital photographs of the damage by email, indicating the invoice number, so that we can fill out the claim form properly and send it to our insurance company. Also, it will be convenient to agree on the way of returning the merchandise and we will make sure that you receive a replacement as soon as possible. Of course, the information described above does not in any way limit your right to a guarantee. With her we simply want to ask for your collaboration in case of damage.
How can I return a product?
To ensure a quick and hassle-free return, we ask that you carefully follow our instructions. Send us an email indicating the reason for the return. In the event that the products are damaged or defective, send us photographs of the damage in digital format by email, indicating the invoice number. Within 24 hours of receiving your email, we will send you a return form and a return label. Carefully pack the merchandise (preferably in its original packaging) to prevent damage during transport. Insert the return form inside the package or packaging, and stick the return label on the package. Do not forget to remove the old label with your delivery address. Go with the package to the nearest office of the corresponding mail and courier service. In the case of bulky merchandise, we will arrange a day and an hour to pick up the merchandise. The transport agency will contact you.
Where can I find spare parts for a product?
In the event that you need replacement parts for a product, please let us know and we will order them directly from the manufacturer. For this, we need to know the exact data of the spare part in question (name, model, etc.). Contact us through our Customer Service. Our consultants will inform you of the availability and price of spare parts according to the same manufacturer, and other relevant information to place the order.
What do I do if I have received the wrong product?
If you have received a product that was not the one you ordered, please contact us through the email address info@onaemotion.com. Attach photos of all product labels to the email. After receiving your message we will send you a return form and a return label. Carefully pack the merchandise (preferably in its original packaging) to prevent damage during transport. Insert the return form inside the package or packaging, and stick the return label on the package. Do not forget to remove the old label with your delivery address. In the case of bulky merchandise, the transport agency will contact you to arrange a day and time to collect the merchandise. At the same time, we will ensure that you receive the correct product as soon as possible.
What do I do if I have received an incomplete order?
If you have not received all the parts of a product, please contact us. For the correct processing of the claim, we need the exact data of the missing pieces. You will find this information (name, model, etc.) in the assembly instructions. Once all the information is received, we will proceed to send you the missing pieces as soon as possible.
Can I change or return a product?
You have the right to return or exchange a product within 14 calendar days. To do this, send us an email to guarantee the change or return you want to make. Our advisors will take care of everything. After receiving your email we will send you a return form and a return label. Carefully pack the merchandise (preferably in its original packaging) to prevent damage during transport. Insert the return form inside the package or packaging, and stick the return label on the package. Do not forget to remove the old label with your delivery address. In the case of bulky merchandise, the transport agency will contact you to arrange a day and time to collect the merchandise. Return rates will depend on the product and will be borne by the customer.
What do I do if I have received an order that I had canceled?
If you have received an order that you previously canceled, please contact us. We will take care of picking up the order and inform you of all the details of the return. After receiving your message we will send you a return form and a return label. Carefully pack the merchandise (preferably in its original packaging) to prevent damage during transport. Insert the return form inside the package or packaging, and stick the return label on the package. Do not forget to remove the old label with your delivery address. In the case of bulky merchandise, the transport agency will contact you to arrange a day and time to collect the merchandise.
When will they refund the amount of the returned order?
Within 10 days after receiving the returned merchandise, we will proceed to refund the payments received. For the refund of the amount received, we will use the same means of payment used by you during the initial transaction (unless a different means has been agreed). You will not incur any expenses as a result of the refund.
Eco-Shopping
At ONA, we are committed to responsible and sustainable consumption, which is why we benefit our customers with discount coupons when they buy our items, according to the degree of sustainability of each one.
What is it about?
It is a program of circulation of the economy for the life cycle of products and services.
The Eco-Shopping or “Ecological Points” is a scoring system to encourage the purchase of ecological products.
To score each sustainable product, the Ecocredit or “Ecological Credit” method is used, which reflects the positive environmental impact on the purchase of a sustainable product.
What are they based on?
The Eco-Shopping method is a cumulative value. To obtain the midpoints and endpoints, the following impact elements are considered:
- Impacts of the materials used.
- Production and / or manufacturing process.
- Packaging, appraisal and human labor involved in the production process.
- Ecological overhead.
- Product life and design for disassembly.
- Reuse.
- Recycling.
- Elimination of products.
What are they for?
Eco-Shopping allows consumers to view points and information on sustainable manufacturing of products. With these points the consumer can exchange them for discounts on the purchase of new products. For example, if the consumer purchases a new product worth 10 Eco-Credits, they can obtain a discount of € 10 on the purchase of the product, in which they can accumulate to obtain more discounts with the purchase of products that use this ecological system.
How do I use them?
You can redeem your Eco-Shopping discount by adding the discount coupon you will receive when obtaining Eco-Purchases with the purchase of a product.
Where can I see how many Eco-Shoppings I have?
You can see your accumulation of Eco-Shoppings by accessing your customer account onaemotion.com in the section “Ecoshopping“.
How do I get Eco-Shopping when returning a lamp?
When returning a lamp the state will be valued in order to provide the points due to the state of the product. If the item is well under the established standards, the consumer will acquire the amount of points of the Eco-Shoppings for the returned item, being able to exchange them for another new item with a discount coupon.