FAQs
ABOUT OUR PRODUCTS
What is ABC Complex?
Onå’s proprietary ABC Complex, a powerful blend of herbs and plants that work synergistically to lift, hydrate and revitalize skin. This concentrated “brew” is infused with birch tree juice extract—a natural sap or juice that’s brimming with vitamin B6 and B12 to firm, tone and replenish skin. Birch tree juice has a long history of being consumed as a rejuvenating tonic for overall health and also imparts lasting beauty benefits. This complex is rounded out with açai berry, aloe vera, camellia oil and centella asiatica to further nourish, firm and plump skin.
Why are we different?
Onå is a stress-free skincare line inspired by centuries-old Eastern European skincare rituals combined with the latest innovations in clean ingredients and stylish, sustainable design. Its origins begin in northern parts, where exposure to extreme sun, wind and cold makes the local flora uniquely rich in antioxidants, adaptogens and vitamins for survival. Naturopathic remedies, mixed by hand and passed down through generations of women, tap into these healing, hardy plants. Onå puts a new spin on these long-ago traditions with global formulas equipped to handle today’s environmental stressors.
The collection blends ingredients native to Eastern Europe and North East Asia with a new wave of non-toxic actives and science-driven textures from Korea. The result is a highly effective, vegan, cruelty-free range that spans multiple continents and delivers instant and long-term benefits.
What products do you currently have?
Onå features six products to combat pollution and UV damage and strengthen skin from within: the Hydrating Cream, Rejuvenating Serum, Revitalizing Eye Cream, Illuminating Eye Gels, Radiant Glow Mask and Intense Hydration Mask.
When is the next product launching?
We happen to have many exciting products in the works. To be the first to hear about these launches, sign up for our emails at onanewyork.com and/or follow us on Instagram.
What skin types are onå new york products suitable for?
Our products are inclusive of all skin types including Normal, Dry, Oily, Combination and Sensitive. Have specific questions? Please ask us on Instagram @onanewyork or email us at info@onanewyork.com.
What is your commitment to sustainability?
We use glass bottles and jars where possible and Elemental Chlorine Free (ECF) paper and Soy Ink printing.
Are your products vegan?
The line is PETA-certified vegan and cruelty-free.
Do you test on animals?
Absolutely not.
How should I store my onå new york products?
For optimal freshness, please store your products at room temperature (avoid extreme heat) and out of sunlight. While putting products in the refrigerator can make them feel refreshing, this will not make them last longer.
I have allergies. Can I review a list of ingredients in each product?
Every individual product page contains a list of the ingredients in that individual product. If you have any questions about ingredients, feel free to reach out to us by emailing at info@onanewyork.com
Are your products safe to use during pregnancy and while breastfeeding?
We do acknowledge that every pregnancy is different and for that reason we recommend always discussing your product selections with your physician.
Do your products contain sunscreen / SPF?
Our products do not contain SPF.
ORDERS & BILLING
How do I confirm my order has been placed?
When your order ships, you will receive a confirmation email with a tracking number. If you don’t receive this email within 24 hours, please contact our customer service at info@onanewyork.com
What forms of payment do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
How soon will my card be charged?
Your card will be charged as soon as your order is placed.
How do I update my billing/ shipping info?
If you don’t have a onanewyork.com account, be sure to sign up and you’ll receive 15% off your first order as a thank you! If you do have an account, select “Account” (upper right corner of the homepage), login with your password and then under primary shipping address select “Edit Addresses”, then select “Add a New Address” on the next page. Make sure to check the box that sets it as your default if it is your primary address.
I just placed an order- now I need to alter/ cancel it!
If you need to change an order you have already placed, please email us at info@onanewyork.com with the subject "Can I Change My Order?" Please include your order confirmation number. We will always do our best to accommodate your needs. In the event that the order ships before we’re notified or are able to retrieve it, we will be unable to make any changes to your order or its destination.
What should I do if my payment or order is declined?
Please check to make sure you entered all of your information correctly. If that does not work, we suggest checking with your bank or card provider. If you continue to have issues, please contact us at info@onanewyork.com
What should I do if a promo code isn't working?
Our promo codes are case sensitive so please make sure you have entered the code exactly as it appears. If that still does not work, please reach out to us at info@onanewyork.com and we will be happy to help you!
Can I use multiple promo codes at checkout?
We accept one promo code per order. Choose the one you want to use now and save the second one for your next order.
SHIPPING
Where do you ship?
USA, Canada, United Kingdom, Hong Kong, Israel, Japan, Singapore, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, Switzerland, Hungary, Australia, New Zealand
Do you offer free shipping?
Yes we do! We offer free standard ground shipping on all orders within the U.S.
Can I expedite my order?
Absolutely. At check out you will be given the option of selecting your method of shipping.
Can you ship to my P.O. Box?
We don't currently ship to P.O. boxes.
How long does shipping to Alaska, Hawaii?
Please allow up to 21 business days for your order to arrive.
What if I don’t receive my item(s)?
Please notify us immediately by emailing us at info@onanewyork.com to be considered for a replacement. We will open an investigation with our carrier to attempt to recover the package, which will take a minimum of 48 hours to resolve. If the package cannot be recovered, we will file a claim with our carrier. Full or partial refunds will only be given to orders for which the carrier has approved our claim. This process may take some time before it is completed.
What happens if my products arrive damaged?
When the order arrives, please inspect it for any damage that may have occurred during shipment. If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside. Please contact us immediately at info@onanewyork.com in the event that damages do occur. Please provide us with your order number and photos of all damaged items, so our team can assess the claim and take the proper steps to help find a satisfactory solution.
Will I have to sign for my order?
Orders over $300 may require a signature confirmation at delivery.
RETURNS & EXCHANGES
What if I want to return a product that I purchased from onanewyork.com more than 30 days ago?
We will consider requests outside of the 30-day window on a case by case basis, and at our discretion, may issue merchant credit in lieu of a refund.
I purchased your product at another retailer, can I exchange/ return it with you?
If you purchased your onå new york product at one of our authorized retailers, please contact them for assistance.
I received an item as a gift, can I return it?
If you would like to return a gift, we can provide a site credit for the value of your return if the item shipped directly to you.
When will I receive my refund?
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.
AUTHORIZED RETAILERS
I’m interested in becoming an authorized retailer of onå new york products, who should I contact?
Thank you for your interest! Please email us at info@onanewyork.com