Customer service

QUALITY

The brand logo is engraved on the product as proof of its authenticity.
(※Some products are not included.)

Warning about counterfeit products
Please purchase the products on Instagram or our official online store.
Please be wary of products purporting to be ONO products and sold at unauthorized stores, as well as counterfeit products.

[Attention to materials]
All our jewelry is made from 18K gold (18K gold), and is available in yellow gold, white gold, and pink gold.
Some platinum products.

AFTER SERVICE -About warranty and repair-
Learn about our warranty and repair services.
Warranty: We will repair any defects that occur during normal use free of charge, whenever possible, for one year after purchase.
However, this does not include damage caused by intentional accidents, loss of major parts of the product, or resizing.
The decision will be made by our craftsmen in the atelier.

Repair procedure
We accept all kinds of repairs for products via online shipping.
Please note that depending on the condition, repairs may not be possible.
To prevent any accidents during delivery, please pack the product and send it by registered mail or courier service to the address below.
Please contact us in advance at the address listed below before sending your package.
Email us at onoalchemy@gmail.com or DM on Instagram
TEL: 03-4400-0516

Repair cost
If more than one year has passed, a repair fee will be charged. The cost will vary depending on the material, design, and content of the repair, so please contact us online for details.
The purchase date will be counted from the date the product is delivered.
In addition, if we are unable to confirm the purchase date, Please note that a fee will be charged even if the period is less than one year .

Number of days required for repair
The repair period will vary depending on the material, design, and condition. We will inform you of the required number of days after inspecting your product.
We offer free cleaning services for jewelry care products, so please feel free to contact us.
(Customers are responsible for shipping costs)


Wearing Jewelry
We recommend that you remove your glasses when doing housework, bathing, sleeping, or playing sports, as they may become dirty, discoloured, or deformed or damaged.

How to store your jewelry
To reduce dullness and dirt caused by sebum, etc., wipe each item with a soft cloth after use and then store them individually in a plastic bag or
Please store it in a special pouch, case, etc. Also, avoid storing it in places exposed to sunlight, extremely dry places, or places with high temperatures and humidity.

Care Instructions
To ensure that your precious jewelry lasts a long time, we recommend cleaning it regularly using a special cleaner.