onaie Opiniões 904

Resposta da onaie

2/04/2026

Dear Claire,

Thank you for your review.

We are very sorry to hear that you were disappointed with your slippers.

We did ask you for your order number so we could look into this properly, but we have not received a response and have been unable to locate your order in our system.

If you would still be happy to contact us with your order number, we would very much like to investigate this for you.

Kind regards,
Eve

Resposta da onaie

3/02/2026

Thank you so much for taking the time to leave such a lovely review. We’re really pleased to hear you love your Lucky Dip mule slippers and that they arrived so quickly. It means a lot to us to hear you appreciate the quality and the fun, unique nature of them. Thank you for supporting our small business, and we’d love to have you back when you’re shopping for gifts in the future.
Eve
ONAIE Founder

Resposta da onaie

3/02/2026

Thank you so much, Helen, for taking the time to leave such a considered and generous review. I’m really pleased to hear you’re happy with your sheepskin mules and that you found them unusual, well made and luxurious.

Thank you as well for your understanding around the return and exchange process. We always try to be as clear as possible with our policies, and it means a great deal when customers take the time to read them and engage with us so thoughtfully.

As a small family business, your support truly matters to us, and we’re very grateful that you chose to shop with us and to share your experience so openly. Thank you again for your kind words and support.

Eve
ONAIE Founder

Resposta da onaie

23/01/2026

Thank you for your review. I am very sorry to hear that you are unhappy with your experience.

I would like to clarify that while ONAIE is a London-based business, we do not operate a public retail or returns shop. All returns are handled via post, which is clearly outlined on our website.

If an item is believed to be faulty, we always ask customers to contact us first so we can assess the issue and advise on the next steps. This is a standard process. Once a return is received and inspected, we determine the appropriate resolution in line with consumer regulations.

We do respond to customer enquiries and are always happy to review concerns when they are raised directly with us. If you would like us to look into your case, please contact us at enquiries@onaie.com
with your order number and details of the issue so we can assist you properly.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Dear Nina,

Thank you for your feedback. I am sorry to hear that the slippers did not meet your expectations.

I would like to clarify that our slippers are made from genuine sheepskin off-cuts. These are natural sheepskin pieces sourced as a by-product of the meat industry and carefully selected and handmade into slippers. Because the material is natural and not factory-processed or uniform, variations such as natural creasing, markings, or texture differences can occur and are a normal characteristic of real sheepskin rather than a synthetic alternative.

Our sale items are clearly marked at the time of purchase, and the exchange-only policy for discounted items is outlined at checkout. I appreciate that discovering this after delivery can be frustrating, and I am sorry this added to your disappointment.

If you would like us to review your order or discuss an exchange, please feel free to contact us directly at enquiries@onaie.com
and we will be happy to help.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Dear Leah,

Thank you so much for your lovely review. I’m really glad to hear how much you’re enjoying your Lucky Dip slippers and that the exchange was sorted quickly for you.

It means a great deal to us that you chose to come back and that you’re planning another pair once the black ones are restocked. Garden slippers and cosy indoor ones sounds like the perfect plan.

Thank you again for your support and kind words. It truly means a lot to a small business like ours.

Warm regards,
Eve

Resposta da onaie

23/01/2026

Thank you for your review. I am very sorry for the frustration caused by the delay to your order, and I completely understand how disappointing this is.

As discussed previously, your parcel did leave us and was handed to the courier. Unfortunately, tracking updates can occasionally be delayed or not scan correctly, which can make the tracking information unclear.

We have responded to your emails and have also confirmed that, should the parcel not arrive, we have already offered to send a replacement. As of our latest check with the courier, the tracking link shows that your parcel is expected to be delivered this week.

We appreciate your patience while this is resolved and will continue to monitor the delivery closely to ensure you receive your order.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Dear Jill,

Thank you for taking the time to leave your feedback. I am very sorry to hear that the slippers did not meet your expectations and that you were disappointed with both the fit and your overall experience.

In line with our returns policy, we do offer exchanges or store credit for unworn items returned within the stated timeframe, which is clearly outlined at the time of purchase. I appreciate that this may not have been the outcome you were hoping for, and I am sorry for the frustration this has caused.

If you would like us to review your case again, please feel free to contact us directly at enquiries@onaie.com
and we will be happy to look into it further.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Thank you so much for your kind words. We’re really pleased to hear that you’re happy with the quality of our products and felt listened to. Your support truly means a lot to us.

Warm regards,
Eve

Resposta da onaie

23/01/2026

Dear Susan,

Thank you so much for your kind words and lovely feedback. I’m really pleased to hear that you’re happy with your sheepskin slippers and that we were able to help quickly with your questions.

Your recommendation truly means a lot to us, and thank you for taking the time to share your experience.

Warm regards,
Eve

Resposta da onaie

23/01/2026

Dear Jacqueline,

Thank you so much for your lovely feedback. I’m really pleased to hear that you’re happy with your slippers and the service you received. Enjoy wearing them.

Warm regards,
Eve

Resposta da onaie

9/01/2026

Dear Kiera,

Thank you for your feedback and for being honest about your experience.

Our Lucky Dip slippers are made from genuine sheepskin offcuts, which means every pair is completely unique in colour and pattern. This is explained on the product page and is part of what allows us to reduce waste and keep these pairs more affordable. The photos show examples, but no two pairs will ever look the same.

We are glad to hear they are keeping you warm, even if the look was not what you were hoping for. If you would still prefer to return them, our standard returns policy applies, as the item is not faulty, but we are always happy to help you through the process.

Thank you for giving our Lucky Dip range a try and for supporting small batch, handmade production.

Kind regards,
Eve

Resposta da onaie

12/01/2026

Dear Customer,

Thank you for your update and for returning the slippers to us.

We can confirm that your parcel was received and carefully checked by our quality control team. The slippers were found to be in line with our Lucky Dip product description, which means each pair is made from our genuine sheepskin and selected at random with varying colours and panel combinations.

Your refund has now been processed in line with our returns policy and was issued within the correct timeframe following inspection.

We are truly sorry that the slippers were not what you had hoped for. We always want every customer to be happy with their purchase, and we appreciate you taking the time to share your experience.

Warm regards,
Eve

Resposta da onaie

9/01/2026

Dear Reviewer,

We are very sorry to hear about your experience and understand how frustrating this must feel.

We would like to clarify that we have made several attempts to locate your order, but unfortunately we have not received any order number, email address, or identifying details from you that would allow us to trace it. We also asked Trustpilot to reach out on our behalf so we could resolve this for you, but we did not receive a response.

We never ignore genuine customer issues and we would very much like to put this right. Please contact us directly at enquiries@onaie.com
with your order number, billing name, or the email used at checkout so we can locate your order and arrange a solution for you as quickly as possible.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Dear Alison,

Thank you for taking the time to leave your feedback. I’m sorry to hear that you feel disappointed with your purchase.

I would like to clarify that our slippers are made from genuine sheepskin off-cuts, sourced as a by-product of the meat industry and handmade in small batches. As a natural material, sheepskin can vary in texture, thickness, and appearance, which can sometimes feel different from mass-produced, factory-finished items. They are not synthetic.

Regarding reviews on our website, we do not remove reviews based on opinion. Reviews may occasionally be delayed or filtered temporarily if they contain personal data or require moderation, but all genuine feedback is important to us.

If you would like us to review your order or have any further questions about the materials used, please feel free to contact us directly at enquiries@onaie.com
and we would be happy to help.

Kind regards,
Eve

Resposta da onaie

23/01/2026

Dear Kate,

Thank you so much for your lovely review. I’m thrilled to hear that you’re on your fourth pair and still loving them. That really means the world to us.

Thank you for your continued support and recommendation. Enjoy staying cosy.

Warm regards,
Eve