Onyx Bunny guide

EU buyer's guide to VAT, customs and returns

A clear view of EU delivery, tax information, and the 14-day withdrawal right before you order.

VAT and customs at checkout

For goods fulfilled within the EU, the checkout price should show the applicable VAT treatment and there is normally no customs charge between EU member states. If an item ships from outside the EU, checkout will state whether import VAT and duties are prepaid. When they are not prepaid, the recipient may be charged by customs or the carrier before delivery.

Tracked delivery across the EU

We use DHL or DPD for EU destinations, with an expected window of 3–7 business days after dispatch. Remote areas and islands can take longer. Every order uses a plain outer box and a discreet sender name, but legally required customs or invoice information cannot be hidden. Made-to-order heels require 5–7 business days of production before dispatch.

The 14-day withdrawal right

EU consumers generally have 14 days after receiving eligible goods to tell us they are withdrawing, followed by 14 days to send them back. Sealed intimate goods can be excluded once unsealed for health and hygiene reasons, and personalized goods may also be excluded. Faulty-product rights remain. Use the model withdrawal form and keep proof of tracked return postage.

Useful next steps

Read EU shipping and returns · Discover the free couples game