FAQ ONNO Collection

PRODUCT SPECIFICATIONS

CANDLES

What is the burning time of an ONNO Collection candle ?

You can find the approximate burning time of each candle by opening the ‘Specifications’ header of each candle from where you can find the detailed information of each candle individually. The burning times are indicative only and based on the correct usage of the candle. Total burning times can vary depending on external factors like air draft and air temperature.

Can I refill my ONNO Collection candle ?

All ONNO Collection candles are not refillable. Each glass is mouth-blown, pure artisanal handicraft which makes each glass unique and impossible to make a recharge to fit our glass because of slight size variation. After finishing the candle, the glass can be used for another purpose f.e. a vase.

How are ONNO Collection products made ?

Each ONNO Collection candle is pure artisanal handcrafted by specialized workers who love their job. Each glass is mouth-blown after which some are finished by hand-cutting or hand -polishing. Each ONNO Collection handmade glass is unique. We use Egyptian cotton wicks, high-quality pure wax and natural colours, all from Germany and meeting the highest standards.

The ONNO Collection perfumes are created by our designer Ilse Vandeputte, who has an inborn passion for scents. With over 25 years of experience in developing perfumes, she is a true ‘nose’ who uses only the finest high-quality raw materials for which ONNO Collection is praised worldwide.

The wax is carefully poured by hand in several layers for each candle. After solidifying, we clean each glass carefully. If the shape allows it we bring on a nice ribbon with a hangtag and each candle is carefully packed in a nice ONNO Collection gift box.

I see small impurities on the glass, is this normal ?

Yes, this is normal because of the highly artisanal and manual production by qualified craftsmen slight impurities may appear. It is part of the character of handmade and mouth-blown glass.

Are ONNO Collection products 100% natural ?

We use as many natural ingredients as possible to the maximum dosage, but for some products it is impossible to go to 100%. It is therefore our mission to combine the best of nature and finish it with advanced science for the development of all our products. We only use alternatives for the parts that cannot be derived from nature or in case this would be better for our environment.

How to enjoy my ONNO candle optimally ?

Our perfumed candles are not only a great scent experience, they are also a piece of art in your interior. Please follow the below instructions so you can optimize the joy of your favourite ONNO Collection candle.

Always let the candle burn until whole surface becomes liquid.The first time this will take longer than a repeat burning and depending on the size of the candle this may take in between 3 to 7 hours. A complete liquid surface is important to prevent the formation of craters that don’t look nice and destabilize the further burning of the candle. Air draft may affect the surface not becoming completely liquid. Please do change the position of the candle if needed to allow the complete surface to be liquid every time it burns. Blowing out the candle approximately one hour after the surface is completely liquid will optimize the burning time.
Once the whole surface becomes liquid, make sure the liquid wax never passes 1.5 cm (0.5 inches) high.
Check the position of the wicks. The flames should not come too close or in direct contact with the glass. In case they bend over a bit or changed position they should be pulled up again when the wax is solidifying after burning.
Always ensure to remain at least 1 cm (0,5 inches) wax at the bottom of the candle to ensure the flame never reaches the glass bottom. This to ensure that the glass doesn’t overheat and to avoid risks of breaking.
Never leave a lit candle unattended.
Please don’t expose the candle to heat sources or wind, in such case the flame would start to wicker and give off black smoke.
Care for your ONNO Collection candle: Each candle has a booklet to explain the burning tips, please read it carefully before use.

The flames are very small and look as if they are drowning, what can I do ?

This may have several causes and if the burning instruction of full liquid surface always has been respected it can be solved. It is normal that during the burning process of the candle the size of the flame may vary a bit. When the flame stays too small, the best way to solve it is to blow out the candle (after full liquid surface) and relight it when the wax is solidified again after a minimum of 15 minutes. The flames will burn brighter. In case the problem repeats itself, you may have to pull the wicks straight during the solidification of the wax.

There is a lot of black smoke, what can I do ?

Different reasons might be the cause of this effect.

The wicks are too long and should be cut to a size between 0.5 and 0.7 cm.
The candle is exposed to wind and causes the flame to move too quickly. Please move the candle to another area with less air draft.

The candle doesn’t burn evenly, what can I do ?

There are different potential reasons for this. Please check:

If the candle is exposed to air draft, you should reposition the candle to avoid the air draft.
Allow the candle sufficient time until the surface is completely liquid. Depending on the size this may take 3 to 7 hours. Not respecting this will cause the formation of craters that can drown the wicks and prevent the proper burning of the candle.
Check if the position of the wicks did not move and if necessary correct them after burning when the wax is solidifying.
Check if the candle is placed on an even surface.

I carefully read all above information and still have a problem, what to do ?

ONNO collection wants you to enjoy your favorite product for as good and as long as possible. We want you to enjoy our luxury products optimally.

All our products are created with care and tested to guarantee the quality and please you at maximum. If you still have a problem, we would love to help you. Please mail us at customercare@onnocollection.com and kindly provide us with your order number.

DIFFUSERS

How to use my diffuser ?

ONNO Collection diffusers are very popular because they give you the ONNO Collection scent experience instantly from the moment you come home. They brighten up your rooms with an exclusive perfume even those where it is less common to burn candles on a daily basis.

Each glass is mouth-blown by artisan craftsmen after which some are finished by hand-cutting or hand-polishing. Each holder is unique and comes with a sustainable recyclable glass bottle holding its exclusive perfume. The perfume is packed in a tube together with the holder or comes separately in bottles of each 500ml together with a set of diffuser sticks. Depending on your choice of fragrance, please follow our advice below.

In each diffuser, you will find a new set of diffuser sticks. Refill bottles don’t come with a set of diffuser sticks. Please buy these separately to experience our unique olfactory journeys when you come home. Depending on your choice of fragrance, please follow our advice below.

Always pour the entire content of the refill bottle(s) into the diffuser, make sure there is no overflow to avoid damage to your diffuser or furniture.

When introducing a new fragrance in your home, simply rinse the diffuser thoroughly and use the new diffuser sticks. Fill our exclusive and luxury diffusers and you’re ready to introduce one of our other intriguing fragrances into your home.

Embracing your favourite intriguing ONNO Collection fragrance a little longer? Put the extra sticks aside and hold onto your previous diffuser sticks. Reusing those will magnify their fragrance since the fragrance is already infused in those sticks.

Either way, we advise changing the sticks once a year to experience our intriguing and inviting fragrances to their full potential.

Carefully read our instructions below so you can truly experience our collections to their full potential.

Remove the golden cap from the perfume bottle and carefully pour the entire content into the diffuser holder. Make sure that no perfume is spilled during the filling because it may stain furniture or painted surfaces. The filling of a diffuser should not be done by children and not near to a heat source. The lifetime of a 500ml diffuser is 3-4 months.
The diffuser sticks are 100% natural and the latest technology to diffuse the perfume in the best possible way. The special sticks draw up the exclusive perfume naturally and spread it in your room. We recommend turning the sticks weekly for a normal diffusion, if you prefer a more intense perfume experience you can turn them more often or for a delicate perfume diffusion turn less regularly or just a single stick. Please do not turn the sticks above a fragile piece of furniture or painted surface.
The lifetime of the perfume in your diffuser depends on how often you turn the sticks, the temperature of the room and the season. It is normal for the first half of the bottle to consume faster than the second half because the new sticks get saturated when diffusing their exclusive perfume.
We recommend cleaning the diffuser each time you turn the sticks and avoid turning the sticks on your furniture or painted surfaces. In case a drop falls, please do wipe it out immediately to avoid stains. We also recommend cleaning the bottom of the diffuser before placing it back to avoid a circular stain on your furniture.

I see small impurities on the glass, is this normal ?

Yes, this is normal because of the highly artisanal and manual production by qualified craftsmen slight impurities may appear. It is part of the character of handmade and mouth-blown glass.

Are ONNO Collection products 100% natural ?

We use as many natural ingredients as possible to the maximum dosage, but for some products it is impossible to go to 100%. It is therefore our mission to combine the best of nature and finish it with advanced science for the development of all our products. We only use alternatives for properties that cannot be derived from nature or in case this would be better for our environment.

How to use my refill ?

Thank you for choosing our sustainable ecological refills. Each refill contains 500ml of your favourite fine perfume.

Always pour the entire content of the refill bottle(s) into the diffuser and make sure there is no overflow to avoid damage to your diffuser or furniture.

The refilling of a diffuser should not be done by children and not near a heat source.

The lifetime of your diffuser depends on how often you turn the sticks, the temperature of the room and the season. It is normal for the first half of the bottle to consume faster than the second half because the new sticks get saturated when diffusing their exclusive perfume.
We recommend cleaning the diffuser each time you turn the sticks and avoid turning the sticks on your furniture or painted surfaces. In case a drop falls, please wipe it out immediately to avoid stains. We also recommend cleaning the bottom of the diffuser before placing it back to avoid a circular stain on your furniture. A suggestion would be to use a small protection pad on which you can put your diffuser.

I carefully read all the above information and still have a problem, what should I do?

ONNO Collection wants you to enjoy your favourite product for as good and as long as possible. We want you to enjoy our luxury products optimally.

PAYMENT

Did I place my order successfully ?

After placing an order, the amount will be usually debited immediately from your account (except for credit cards) and you will receive an order confirmation.

IN CASE THE AMOUNT HAS NOT BEEN DEBITED

The payment failed. Please place a new order in all confidence, even if you already received an order number.

IN CASE YOU DIDN’T RECEIVE AN ORDER CONFIRMATION, BUT THE AMOUNT HAS BEEN DEBITED

Kindly have some patience, the order confirmation will follow later. Please don’t forget to check your spam folder. In case you still have questions, we would love to help you, please mail us at customercare@onnocollection.com

Which payment terms do you accept?

We try to offer you the best service. You can complete your order securely by using the below secure options; iDEAL, Credit Card (Visa, Mastercard, American Express) Bancontact or Banktransfer.

My payment is unsuccessful. What do I do?

In such a case, try to empty your shopping cart and delete your cookies (you can easily find the instructions on search engines such as Google). Usually, you will be able to complete your order once your cookies have been removed. Still having problems? We would love to help you, please mail us at customercare@onnocollection.com

Where can I find my invoice ?

You will receive the invoice digitally. After placing the order, you will receive an order confirmation with all details. Once the parcel is on its way, you will receive an e-mail with your track & trace code along with the digital invoice. No invoice will be put inside the parcel so feel free to gift and surprise your dearest.

DELIVERY

How to follow the status of my order ?

You will receive an order confirmation by e-mail upon receipt of your order. Once the order is packed and on its way, you will receive a track & trace code by e-mail. This code will allow you to follow the status of the order.

Can I still change my order ?

Unfortunately, it is not possible to change your order after you placed it. In case you want to return the order, kindly check our return information.

How long does it take to deliver my order ?

We try our best to serve you as quickly as possible. Usually, this is between 3-8 working days

Do I have to pay a shipping cost ?

There is free delivery if your order meets a minimum total amount. If your order is below the free delivery value, depending on the destination, a small participation in the transport fee will be charged. They are automatically calculated and indicated in the order summary, prior to payment by the customer. The following delivery fees are applied:

Country of delivery group 1: Belgium, France (excluding islands and overseas territories), Germany, the Netherlands, Luxembourg
Free delivery as from 100 Euro
Transport fees below order value of 100 Euro: 7 Euro

Country of delivery group 2: Austria, Czech Republic, Denmark, Estonia, Hungary, Ireland, Italy, Latvia, Lithuania, Monaco, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden
Free delivery as from 150 Euro*
Transport fees below order value of 150 Euro: 12.5 Euro

Country of delivery group 3: The United Kingdom, Bulgaria, Croatia, Finland, Greece, Norway and Romania
Free delivery as from 200 Euro*/200 GBP*
Transport fees below order value of 200 Euro/200 GBP: 19,5 Euro/ 19,5 GBP

Country of delivery group 4 : United States, Canada, China and all other countries not mentioned above
Free delivery as from 250 USD*.
Transport fees below order value of 250 USD : 25 USD

*Free delivery is not applicable for deliveries to islands excluding UK & Ireland. Please do contact customercare@onnocollection.com if you need a transport quote to islands other than the UK & Ireland.

RETURNS

Can I return my products and how do I return my products ?

All ONNO collection online purchases through RESELLERS other than the www.onnocollection.com website.

You can’t return them to ONNO Collection directly, kindly check the resellers RETURN conditions.

All ONNO collection DIRECT purchases

We truly hope you are happy with your order. However, if this would not be the case for any reason, you may return one or more products by following the below steps within 14 days after receipt of your order.

All products must be in their original packaging, unopened and unused.
You are responsible for the shipping costs to return the products so we will deduct the cost of return shipping from the amount reimbursed to you upon reception of the returned products.

Return procedure

Please contact our customer service at customercare@onnocollection.com and specifically request your wish to return some or all products. Kindly provide us with your order number and the reason for your return and we will help you further.
Once we have received the products, you will receive a return confirmation by mail.

Can I receive a reimbursement if the product(s) was damaged during shipping?

Upon receipt of your order, carefully check all products with the deliverer to see if the goods are in good condition and have not been damaged during shipment. In case the box has some marks that is normal, but if the products have real significant damage, DO NOT ACCEPT the goods and immediately hand the box back to the deliverer.

I see small impurities on the glass, is this normal ?

Yes, this is normal. Because of the highly artisanal production by qualified craftsmen, there is a possibility that slight impurities may appear. It is part of the character of handmade and mouth-blown glass.

How quickly will I receive my money after a return ?

Once we received and approved your return shipment, it can take up to 14 days before your repayment is fully processed. Should there be any problems, kindly contact us, we would love to help you at customercare@onnocollection.com. Please don’t forget to mention your order number.

ACCOUNT

How do I create an account ?

It is very nice to welcome you, you can sign up in our footer on our website www.onnocollection.com

I forgot my password, what to do ?

No problem, you can always request a new password. Kindly enter your e-mail during login, state you forgot your password. We will immediately send you an e-mail with instructions on how to create a new password. In case your e-mail address is not recognized by our system, please create a new account. You can always contact us at customercare@onnocollection.com, we would love to help you.

CORPORATE BUSINESS

We welcome you to ONNO Collection a world of great gifts to surprise your customers or partners on any occasion. It is our pleasure to inspire you with all our ideas for your ideal business gifts.

We would love to help you find the perfect ONNO Collection gift, mails us at sales@onnocollection.com.

PRIVACY

What is your company policy on personal information?

For each order you place on the ONNO Collection website, you must provide your personal information, also your e-mail address. ONNO Collection uses this information to confirm your order and to contact you in case of any problems or updates related to your order. Please read our full privacy policy here.

We assure you we will not send you any information or documentation that you have not directly requested, unless you have indicated that you would like to be updated on our latest news, offers, events, etc.

All the information you have provided on our website will be securely stored.

Are the transactions made on your website secured?

ONNO Collection uses the latest security technology to guarantee that all information related to transactions is protected in accordance with industry standards. This information includes credit card numbers, personal information, any other names and addresses you provide, and account history. Every time you log in to your ONNO Collection account to make a new purchase, you must enter all of the information related to your credit card in order to ensure maximum protection.