Shipping policy

ONYX GRILLZ

Shipping Policy

Last updated: 1 May 2026

This Shipping Policy explains how shipping works for Onyx Grillz orders, including custom grillz orders that involve an Impression Kit.

If you place an order on our website, you agree to this Shipping Policy and our Terms & Conditions.

We currently ship to United Kingdom addresses only (England, Scotland, Wales, and Northern Ireland).

1) CUSTOM ORDER FLOW

Most Onyx Grillz orders are custom-made and follow this process:

1. We ship your Impression Kit to you.

2. You take your impressions following the instructions provided.

3. You send your completed impressions back to us (customer-arranged postage).

4. We manufacture your custom grillz.

5. We ship your finished grillz to you via tracked delivery.

Please note: the shipping speed for the Impression Kit does not represent the total time to complete your custom order. Production time begins once we receive your usable impressions and all required order details.

2) SHIPPING COSTS

• Orders over £100.00: FREE shipping

• Orders under £100.00: flat rate of £4.49

Shipping costs are calculated and displayed at checkout before payment is taken.

3) ORDER PROCESSING & DISPATCH TIMES

Impression Kit Dispatch

• Orders placed before 2:00 PM (GMT/BST) are typically processed the same day.

• Orders placed after 2:00 PM are processed the next working day.

• Handling time: 0–1 business day from order placement to dispatch.

Finished Grillz — Production & Dispatch

Our standard production target is 5–10 working days from the date we receive your usable impressions AND all required order details (such as tooth selection or style confirmation).

If production is expected to take longer, we will contact you proactively to keep you informed.

• If impressions are incomplete or unusable, production may be delayed until resolved.

• Working days are Monday to Friday, excluding UK public holidays.

4) UK DELIVERY TIMEFRAMES

Once dispatched, estimated UK delivery times are as follows:

• Minimum: 1 business day after dispatch

• Maximum: 3 business days after dispatch

• Total estimated delivery time (handling + transit): 1–4 business days

We ship using Royal Mail tracked services including Tracked 24, Tracked 48, and Special Delivery where applicable. Delivery estimates are not guaranteed and may be affected by carrier delays, peak periods, or other factors outside our control.

5) TRACKING

Tracking information is provided by email once your order is dispatched. All shipments we send are fully tracked.

6) RETURNING YOUR IMPRESSIONS TO US

Customers are responsible for returning completed impressions to us using their own postage. We strongly recommend using a tracked service. Return instructions and the return address will be provided by email after your order is placed (or included with your kit where applicable).

Do not send impressions to any address without first receiving written confirmation from us.

7) ADDRESS ACCURACY

You are responsible for entering the correct delivery address at checkout. If a parcel is returned to us due to an incorrect or incomplete address or failed delivery attempts:

• we may re-ship the item at your cost; or

• where a refund is applicable, non-recoverable shipping and handling costs may be deducted.

8) LOST, DELAYED, OR DAMAGED SHIPMENTS

If tracking shows delivered but you cannot locate your parcel, please contact Royal Mail first, then contact us.

If your order arrives damaged:

• Email support@onyxgrillz.co.uk within 48 hours of delivery

• Include your order number and clear photos of the outer packaging, label, and item(s)

If a shipment is confirmed lost in transit, we will work with you on an appropriate resolution such as a remake, replacement, or refund depending on the circumstances.