FAQs

GENERAL

 

WHY IS THE ONYXBOX SUBSCRIPTION $25?

Unlike other beauty boxes, the ONYXBOX features full-size and deluxe size products for a total value over $75, every month. You’re saving over 65% on retail value, and we’re experts at curating boxes that will give you life month after month. Our subscribers love their ONYXBOX - check out our reviews HERE

IF I ORDER TODAY, WHICH ONYXBOX WILL I RECEIVE? DO YOU HAVE A WAITLIST?

We know you cannot wait to get your first ONYXBOX - and you don't have to! Your subscription starts immediately - no waitlists. The month in which you subscribe is the ONYXBOX you will receive. For example, If you ordered on July 23, you will receive the July ONYXBOX.

DO I GET TO CHOOSE WHAT GOES INTO MY ONYXBOX?

We are currently in the process of creating a beauty survey for our OnyxGirls. This will allow us to learn more about your beauty preferences – hair, skincare, and makeup -- and to shape our product offerings to match those preferences. Stay tuned!

WHAT IS THE RETURN POLICY ON THE ONYXBOX?

OnyxBoxes are not eligible for refunds. 

IS WE ARE ONYX BLACK OWNED?

Yes, we are proud to say that we are black owned and operated!


MEMBERSHIP


HOW DO I CHANGE MY SHIPPING ADDRESS?

Just moved? We don't want you to miss out on your ONYXBOX! Be sure to update your shipping address before the 1st of the month to ensure your ONYXBOX arrives at your new address.

1 - Go to our Billing Portal 
2 - Enter 'Shopify-WeAreOnyx' into the Merchant Short Name field. 
3 - Log into your account using the email address on file. If this is the first time you are logging into your Billing Portal account, click 'Forget My Password' to reset your password and then log in. 
4 - Click 'Edit Contact Information' under the ‘Shipping Address’ field.
5 - Update your shipping address. Please make sure to select 'Yes, Update Billing Portal Account', then click Save.


HOW DO I UPDATE MY CREDIT CARD INFORMATION?

Keep your payment info updated so you never miss an ONYXBOX! To update your credit card:

1 - Go to our Billing Portal 
2 - Enter 'Shopify-WeAreOnyx' into the Merchant Short Name field. 
3 - Log into your account using the email address on file. If this is the first time you are logging into your Billing Portal account, click 'Forget My Password' to reset your password and then log in. 
4 - Select 'Update Payment Method', enter new credit card information, and 'Save'.


CAN I SUSPEND MY MEMBERSHIP?

You cannot suspend your membership to the ONYXBOX, but you are able to cancel at any time. Please see "How do I cancel my Membership?" for more information.


HOW DO I CANCEL MY ACCOUNT?

You can cancel your membership to the ONYXBOX at any time. We’ll be so sad to see you go :( 


1 - Go to our Billing Portal 
2 - Enter 'Shopify-WeAreOnyx' into the Merchant Short Name field. 
3 - Log into your account using the email address on file. If this is the first time you are logging into your Billing Portal account, click 'Forget My Password' to reset your password and then log in. 
4 - In the "Plan Details" section, Select 'Cancel'. 
5 - Please feel free to provide any feedback regarding your ONYX experience before selecting 'Cancel My Subscription'. 

If you need any further assistance, please send an email to talktous@weareonyx.com with your full name and email address associated with the account. If your ONYXBOX payment has already been processed, you will not be eligible for a refund of that month. You must cancel your account 72 hours before your charge date in order to secure your cancellation before your renewal.


I JUST FOUND A PROMO CODE, BUT I AM ALREADY SUCCESSFULLY SUBSCRIBED. CAN I APPLY IT TO MY ACCOUNT?

Unfortunately, we will not be able to apply promo codes after checkout. Please double check and make sure your promo code has been successfully applied to your order before you complete checkout. Don’t hesitate to reach out if you’re having any issues :) No worries, we have plenty of subscriber-only giveaways and promos coming soon!


I HAVE TWO PROMO CODES. CAN I USE BOTH TOWARDS MY SUBSCRIPTION?

No. Only one promo code can be applied per subscription.


WHAT ARE THE TERMS OF USING A PROMO CODE ON MY SUBSCRIPTION?

Terms and conditions of promotions may vary. However, all subscriptions created using a BOGO promo code must remain active for a minimum of 65 days, unless otherwise stated.


CAN I UPDATE MY MONTHLY SUBSCRIPTION TO A 3, 6, OR 12 MONTH SUBSCRIPTION?

We'd be happy to upgrade ya! Just send us an email at talktous@weareonyx.com to upgrade your subscription. 

 

I HAVE A 8 MORE MONTHS LEFT OF MY 12 MONTH SUBSCRIPTION. CAN I CANCEL MY ACCOUNT AND RECEIVE A REFUND FOR MY REMAINING BOXES?

The 3,6, and 12-month subscriptions are not eligible for refunds. If you email us 72 hours before your renewal date, we can cancel your subscription to avoid the renewal charge. 


SHIPPING


WHEN CAN I EXPECT MY FIRST ONYXBOX?

Our ONYXBOX usually ships within the first two weeks of the month. It can take up to 7 business days before you receive the box. You will receive a tracking number once your ONYXBOX ships so you can track its journey all the way to your door!


HOW DO I TRACK MY SHIPMENT?

As soon as we ship your ONYXBOX, you will receive an email with the tracking number. Check your spam filters to make sure you don’t miss your email notification. The ONYXBOX can take up to 14 business days to reach your door.


MY ONYXBOX IS MARKED AS DELIVERED BUT I HAVE NOT RECEIVED IT. WHAT SHOULD I DO?

We Are Onyx is not responsible for packages once they are marked as delivered by USPS. If your package is marked as delivered, but missing, please follow up with your local USPS. Unfortunately, We Are Onyx is unable to replace packages that are marked as delivered by USPS. However, if you file a claim with USPS regarding the missing package and provide us with that claim number, we will try our best to replace the package as a one-time courtesy. If you have any additional questions please email us at talktous@weareonyx.com!

DO YOU SHIP INTERNATIONALLY?

At the moment we are not shipping Onyxboxes internationally; however, we are working speedily to reach all of our ONYX Beauties around the globe.

 

BILLING

 

WHEN WILL I BE BILLED FOR THE MONTHLY RECURRING MEMBERSHIP?

When you place your order for the ONYXBOX month-to-month subscription, you will be billed for your first ONYXBOX immediately. After that, you will be billed 30 days after your original charge date.


WHAT TYPES OF PAYMENT DO YOU ACCEPT?

We accept all major credit cards as well as debit cards displaying the Visa or Mastercard logo.

 

ONYX STORE


DO I HAVE TO BE AN ONYXBOX SUBSCRIBER TO ACCESS THE ONYX STORE?

You do not have to be an ONYXBOX Subscriber to access the website or the ONYX Store. Visit the ONYX Store to buy full-sized versions of all the samples available in the ONYXBOX.

IS THERE A SALES TAX CHARGE ON FULL SIZE ORDERS?

Regular state sales tax charges will apply to orders from the ONYX Store.


WHAT IS THE RETURN POLICY ON FULL-SIZED PRODUCTS?

If you are not 100% satisfied with your full-size purchase please contact us at talktous@weareonyx.com so that we can help. We accept returns within 30 days of purchase, and you will be refunded via the original form of payment. All items must be returned unused, undamaged and unopened in their original product packaging. 


HOW DO I TRACK MY SHIPMENT?

As soon as we ship your full-size product, you will receive an email with the tracking number. Check your spam filters to make sure you don’t miss your email notification.


GIFT CARDS

 

CAN I GIVE AN ONYXBOX AS A GIFT?

Absolutely! Just visit our Gift page to learn how.


WHERE CAN I SEND A GIFT CARD?

When you purchase a Gift Card it is emailed directly to the recipient. Easy as that!

 

CONTACT

 

I’D LIKE TO CONTACT SOMEONE ABOUT MY ORDER. WHO DO I CONTACT?

We’d love to hear from you anytime. You can contact talktous@weareonyx.com anytime. You will hear from us within 3 business days. 

 

CUSTOMER SERVICE

 

WHAT IS YOUR CUSTOMER SERVICE POLICY?

Couldn't find an answer to your question?  We’re happy to help! We take customer service very seriously. It is our goal to have 100% of our members happy all the time. If at any point you are unsatisfied please contact us at talktous@weareonyx.com or dial 1-888-963-8941 on Monday through Fridays between the hours of 10am-6pm PST, and we will do our best to resolve any concerns.

 

Search our store