English
Get the help you need
Find quick answers to your questions about orders, shipping, returns, and product authenticity. If you need any further help, our support team is available 24/7 to assist you.
Using your account
Our policies
Customer service
Saturday – Thursday: 8 am – 4 pm (GMT+3).
Friday: 10 am – 3 pm (GMT+3).
Order related issues
Report problems with your order for quick help.
Request order return
Submit a return request for your purchase.
Contact us
Reach out to our support team anytime.
FAQ's
Find answers to common questions fast.
Most frequent questions and answers
What is ONVOG?
ONVOG is the platform for style. Founded in 2021 to bring trust to the sneaker community, the technology platform has since expanded to offer apparel and accessories from the world’s leading contemporary, avant-garde, and luxury brands. Through its unique positioning between the primary and resale markets, the company is able to surface styles from the past, present, and future, delivering authentic products.
How does the Assurance of Authenticity work?
Our goal is to be the most trusted marketplace for sneakers, apparel, and accessories.
Sourcing from the world’s premium boutiques and retailers, as well as our trusted network of resellers, we only sell authentic products.
Additionally, all resale products are verified by a combination of machine learning technology as well as in-hand verification to ensure the product is both authentic and as described.
To support our verification process, our specialists go through rigorous training and inspect everything from the label to stitching, texture to color, and so much more.
If your product is found to be inauthentic or not as described, we’ll notify you during our verification process and offer you a full refund for your order. It’s our hope that through our efforts, we can create a safe and trustworthy global marketplace.
Can I cancel my order?
For sneakers, you may cancel your order within 3 hours of placing it or before it is confirmed by ONVOG – whichever comes first. If 3 hours have passed from when you placed the order and/or ONVOG has confirmed the order, then the order cannot be canceled. If neither has occurred, simply tap the Cancel button on the Orders screen. You may not cancel an offer after it has been accepted by ONVOG.
For apparel and accessories, all orders are auto-confirmed and cannot be canceled.
When will I receive my order?
STANDARD ITEMS
It will typically take 15-20 business days to be delivered.
INSTANT ITEMS WITH STANDARD SHIPPING
Items that are labeled “Instant”, will typically take 1-2 business days for an “Instant” item ordered before 11:00 AM (Riyadh Time) with Standard shipping to be delivered to a buyer located in Saudi Arabia, 7-15 business days for an “Instant” item ordered after 11:00 AM (Riyadh Time) with Standard shipping to be delivered to an international buyer.
INTERNATIONAL
For international orders, delivery times vary due to customs.
Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.
I placed an order, but didn't receive a confirmation email.
Tap on the Profile icon, then Orders to make sure your order was processed. If you see that it was, click Settings and Edit Profile to make sure we have your email address correctly.
You can also contact us for additional assistance.
Can I change my shipping address after my order has been placed?
Please note that ONVOG is unable to change a shipping address once the order has been placed. You may however cancel your order (within 3 hours of placing it and/or before it is confirmed by ONVOG, whichever comes first), and place the order again with the correct shipping address.
When will I receive my refund?
Once we process your return, we will refund you for the amount you paid for the item(s), less the shipping costs to and from you, and less any priority processing fee paid. The refund will be in the form of ONVOG Credit, which can be used on any future ONVOG purchases, subject to certain limitations. Once your refund is approved, the ONVOG Credit will be deposited immediately into your ONVOG account.
For certain situations, such as order cancelations, in which ONVOG issues a refund to your original payment method, please allow your financial institution 7-10 business days (Sunday – Thursday excluding holidays) to fully process the refund.
