Frequently Asked Questions

Depending on your location/country, typically this can take between 2-6 working days.

*Please note: Shipping is in the hands of the postal or courier service once they have collected your parcel. We make sure orders are processed within 2 business days of being received.

Public holidays can cause delays, so please be aware of this should you place your order over holiday periods.
 
*COVID-19 EUROPEAN DELIVERY UPDATE*
For most of our European retail orders we use BPost. In many countries deliveries will be delayed, but all services are available. For further information on delivery to your region, please visit the BPost site directly.

FREE SHIPPING on all UK orders over £60.

Apart from the reusable drink bottle and the compostable bin liner ranges Onya products are generally reasonably light, and shipping is calculated by weight & dimensions via our partner postal & courier services shipping calculators rather than per item. This means that it may cost you the same price to ship one item or five items depending on the items chosen.

It’s always good to play around with items in the cart first to see how much postage will be, but we will always endeavour to ship your order in the most compact and cost effective way.

You are able to calculate how much your shipping cost will be by putting all of the items you wish to purchase in your cart and then use the shipping calculator to calculate your shipping for that order.  HINT: You will need to have your desired items in the cart before being able to calculate shipping.

All postal & courier services update their prices periodically so using the shipping calculator in your shopping cart is the easiest and most accurate way to get the latest shipping costs.

Remember, you can select FREE SHIPPING on all UK orders over £60!

As our orders are shipped from the UK, naturally prices for shipping within the UK are cheaper. International shipping rates will vary depending on the size of your order and the shipping zone/country you live in, but international shipping rates can start from as low as a few Euro.

No. Our commitment to sustainability extends to our shipping practices. We ship low waste and plastic free, reusing boxes and packing materials where we can or FSC certified shipping envelopes that are 100% recyclable.

Food safe plastics by nature are soft materials (recycling codes #1 PET, #2 HDPE, #4 LDPE and #5 PP) Therefore to make a durable drinking bottle Polycarbonate (#7 PC) is used as it is considered virtually shatterproof. What makes Polycarbonate so strong is a plasticiser commonly called BPA which also makes it easy to mould. An environmental oestrogen, also known as an endocrine disrupter is of growing worldwide concern. Studies have linked low-dose BPA exposure with such effects as: permanent changes to genital tract, an increased prostate weight, decline in testosterone, breast cells predisposed to cancer, prostate cells more sensitive to hormones and cancer, and hyperactivity.

Yes, All rPET products we produce are made from non-toxic, chlorine free, BPA Free food safe 100% recycled plastic drink bottles (rPET). Our rPET material has passed all parameters for food safety in accordance with US FDA requirements.

rPET (which stands for “recycled P.E.T”) is a process of recycling BPA Free plastic drink bottles.

The rPET we use is made via a mechanical process not a chemical one and it uses around 30% of the energy it takes to produce virgin Polyester. It also produces less Co2 than the production of conventional Cotton and Polyester.

The reason we have chosen to use rPET is because our goal is to remove single use plastic like disposable drink bottles from the environment.

What we really want is for single use plastic products not to exist in the first place, but since this goal is a long way off, we are doing our best to divert single use plastic from landfill and our oceans by using rPET.

For the health of you and your water, it is best to avoid plastic and aluminum they are associated with a host of diseases and illnesses.

Onya stainless steel drink bottles are made from food-grade 304 stainless steel the material of choice for the food and beverage industries. They don’t need to be lined in plastics like Aluminium and will never retain or leach flavours. No matter how many times you refill them, no matter what you put into them, the drinks in your Onya stainless steel drink bottle will always stay fresh and delicious.

No. Our bottles are made with lead free and toxin free paints, and are completely BPA & Aluminium free. One of the principle purposes of our bottles is to provide a healthier alternative to plastic and aluminium.

Stainless steel bottles generally keep drinks at a moderate drinking temperature. They are single walled so don’t by themselves keep your drinks cool in the hotter months. If you want to keep your drink cold on a hot day, simply top up your water bottle with ice cubes and get yourself an Onya stainless steel bottle jacket to maintain a chilled drink all day long.

No. We don’t recommend you freeze liquid in ANY type of bottle. The force of liquids expanding as they freeze is enough to break mountains apart, so food safe materials like Stainless Steel and Glass will also become deformed or fracture. Although a lot of plastic bottles can cope with the expansion of frozen liquid, this process will fatigue the plastic potentially leaching harmful chemicals into your beverage.

No. As our bottles are not double walled like a thermos, they don’t take well to extremes of hot and cold, so we don’t recommend putting hot beverages into an Onya stainless steel drink bottle.

The wide mouth on your bottle makes cleaning really easy.

For daily cleaning, we simply recommend hand washing with a mild detergent. For thorough cleaning we also recommend an old fashioned cleaner – diluted vinegar and baking soda. While technically the drink bottles are dishwasher safe, the toxin free paint isn’t so we only recommend putting a stainless steel bottle (no paint) in the dishwasher.

The paint in your coloured Onya stainless steel drink bottle is completely lead and toxin free. This paint is durable, but to prolong it’s life, we do not recommend putting them in the dishwasher as high temperatures and strong dishwasher detergents can, eventually, cause the paint to chip and flake over time.

The paintless brushed stainless steel drink bottle is the only bottle that is dishwasher safe

Because all of our lids are BPA-free, we DO NOT recommend putting them in the dishwasher.  BPA-free lids are more brittle than common plastic lids, so the high temperatures of a dishwasher can cause the lid to become weaker over time which could lead to breakages.

No. Onya bottles are made from high quality stainless steel 304 (food-grade). Completely free of harmful substances and BPA.

It is aluminium that requires a liner because it should not have direct contact with food or beverages.

No. Stainless Steel 304 is highly resistant to rust.

It is incredibly rare, but sometimes during the electro-polishing process a heat mark can be made. To the naked eye, it might look like rust, but is simply a heat mark on the stainless steel.

It is completely harmless. Because it is so rare, if your bottle does have one, you can think of it as having a unique birthmark.

We do not recommend our drink bottles for children under 3 as the lid have movable parts that pose as a possible choking hazard if chewed or accidentally damaged.

The bags can be washed simply with a cool water handwash when the need arises, or they can be put on a cool gentle cycle in the washing machine. Line dry in the shade as rPET should never go in a clothes dryer.

A simple luke warm water handwash is all that is needed when the occasion arises, or they can be put on a cool gentle cycle in the washing machine. Line dry in the shade as rPET should never go in a clothes dryer.

You can just pull out the inner lining to dispose of any crumbs and reuse again. You don’t necessarily have to wash it every time, but if you want to, a luke warm hand wash is all that is necessary. We recommend handwashing only, as the metal buckles may get damaged or do damage to the interior of a washing machine. Line dry in the shade as rPET should never go in a clothes dryer

A simple luke warm water handwash with a mild detergent is all that is needed. Line dry in the shade as rPET should never go in a clothes dryer.

Simply wipe your sandwich wrap with a cloth or handwash and line dry for a thorough clean.

A simple luke warm water handwash with a mild detergent is all that is needed. Line dry in the shade as rPET should never go in a clothes dryer.

A simple luke warm water handwash with a mild detergent is all that is needed. Line dry in the shade as rPET should never go in a clothes dryer.

The wide mouth on your bottle makes cleaning really easy.

For daily cleaning, we simply recommend hand washing with a mild detergent. For thorough cleaning we also recommend an old fashioned cleaner – diluted vinegar and baking soda. While technically the drink bottles are dishwasher safe, the toxin free paint isn’t so we only recommend putting a stainless steel bottle (no paint) in the dishwasher.

Yes! We use recycled materials where possible and all our products are 100% recyclable at the end of their long lives. Onya bags are designed to last for years (many of our customers have had theirs for 10+ years) and are recyclable anywhere that accepts rPET for recycling. In the case where you cannot find a recycler, we will gladly recycle any Onya products for you through our partnership with Terracycle, including our stainless steel drink bottles and silicone coffee cups. Any Onya customers can return their old products to us and we will recycle them, making Onya a 100% zerowaste business and providing a closed loop system for all the products we produce.

All Onya rPET products are recyclable anywhere that accepts rPET for recycling. In the case where you cannot find a recycler for our rPET products, stainlesss steel drink bottles or silicone coffee cups, we will gladly recycle any Onya product for you through our direct partnership with Terracycle. Please email us at info.uk@onyalife.com with the subject line ‘Onya Recycling Programme’ and let us know what product(s) you would like to return and we will get in touch with the next steps. We will also send you a 30% Off discount coupon code valid for 6 months to use through our website.

Unfortunately manufacturing our products in Australia would mean they would be too expensive for consumers.

So to make products to a high standard that are still affordable, the whole range of Onya products are responsibly manufactured in China.

Onya Bags are made from recycled disposable PET drink bottles. This fabric is called rPET. Up until June 2018, the world was baling up their recyclable plastic and shipping it to China for processing.  The volume was so great that from June 2018 China had to ban all but the highest quality recyclable plastic being imported. This has left China with a massive backlog of the worlds plastic waste that we are doing our bit to reduce by creating products made from that recycled plastic.

Similarly when we mine iron ore and nickel in Australia, it is exported to China and processed into stainless steel. As China’s biggest supplier of raw materials, we can almost guarantee that the minerals used to make our stainless steel bottles are Australian.

It would be great to be able to manufacture products in Australia, Europe or the US, but at this stage we simply wouldn’t be able to make products that people could afford enough to change their behaviours. (Especially if we are competing with cheap, disposable and polluting items).

On the flipside, the amount of stockists of Onya products around the world is quickly on the rise, which amounts to a fair amount of direct and indirect employment in Australia, UK, Europe, US and other international locations. We feel that producing a small quantity of expensive items locally would not make up for this overall indirect economic exchange.

Our commitment to sustainability also extends to our packaging which is made from post-consumer recycled material and printed with water-based inks so it is suitable for both recycling and composting.

Yes! All Onya products are covered by a 12 month Manufacturers Warranty. If you have any product issues with items purchased through our website, please submit this online return form and a customer support team member will follow up with you directly.

Not purchased through Onya direct?

To ensure the lowest carbon footprint possible and to resolve your return quickly, we recommend returning to the point of purchase with your product and proof of purchase for a replacement or refund.

Proof of purchase can be a physical receipt, an email receipt, or a screenshot of the record of the payment made to the business on your bank statement.

If for any reason it is not possible for you to return to the point of purchase, please contact us through our online return form and select the ‘am unable to return to my retailer or stockist direct’ option when prompted and a customer support team member will follow up with you. Please be aware you will need to supply photos and brief description of the fault along with a proof of purchase.

Yes! If you are not satisfied with a product that you ordered online once you’ve had the chance to see it first-hand, you are welcome to return it to us within 30 days, unused and in a pristine saleable condition with the original undamaged packaging and we will refund your cost of goods (not the cost of the postage). We are happy to help you make the right decision first time, so please don’t hesitate to contact us before ordering.

Here’s how online returns work: Please submit details of the product you wish to return using this online return form. We will provide you with return postal details. Please then pack the products safely into a suitable box, address the parcel and drop it into your local Post Office. We also highly recommend registering your parcel as we cannot be held responsible for items lost in transit. Please Note: do take care with packaging the items as we cannot take responsibility for any damage in return transit.

Once we have received the parcel and verified that the items are unused and undamaged, we will send you an email confirming that we will refund the cost of your goods minus all postal costs. Please allow 2 – 7 days for the refund to appear on your credit card to allow for bank processing.

Should you believe a product is faulty and was purchased from our site directly, please submit this online return form. The Onya customer service team will then contact you to discuss the best course of action. Please do not return products without first contacting us.

Not purchased through Onya direct?

To ensure the lowest carbon footprint possible and to resolve your return quickly, we recommend returning to the point of purchase with your product and proof of purchase for a replacement or refund.

Proof of purchase can be a physical receipt, an email receipt, or a screenshot of the record of the payment made to the business on your bank statement.

If for any reason it is not possible for you to return to the point of purchase, please contact us through our online return form and select the ‘am unable to return to my retailer or stockist direct’ option when prompted and a customer support team member will follow up with you. Please be aware you will need to supply photos and brief description of the fault along with a proof of purchase.

Because we believe in using quality sustainable materials as well as fair wages and fair treatment of workers, our products may not always be the least expensive you can find. However, should you choose to purchase Onya products, you can be assured our durable pieces are all made ethically and sustainably and are backed by internationally recognized certification for social and environmental responsibility. In addition to offering end of life recycling for our products, we also donate 1% of all retail sales to environmental not for profits through our 1% For The Planet membership.