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Frequently Asked Questions
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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 ONVOG work?
Sneakers are required to ship to us for verification first to ensure they are authentic and as described. Once verified, we’ll ship them to you. If we find that the product is inauthentic or not as described, we’ll notify you and offer a full refund.
Apparel and accessories, are pre-verified and ship directly from our trusted retail and boutique partners.
“Instant” products are pre-verified and authenticated and ship directly from our facilities to you.
How Do I Delete My Account
Simply contact us and we’ll handle this for you.
How do I contact you?
We’re always here to help. You can contact us 24/7 by submitting a support request.
Does ONVOG have a phone number I can call?
We’re always here to help. You can contact our customer service at +966 5070 77135 or you can contact us 24/7 by submitting a support request.
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.
How do I know if the Items are real?
We work hard to ensure all items sold on ONVOG are 100% authentic and offer an Assurance of Authenticity. If we determine items you purchase are inauthentic or they are not as described, we’ll notify you and offer a full refund.
I received my order but it's in a different condition than expected. What do I do?
The easiest way to submit a ticket is via the ONVOG website — go to the Profile tab and tap Orders. Tap on the specific order and you can access ONVOG Support from the bottom of the website. To help us resolve your issue as quickly as possible, please be sure to include photos of the items as received for our team to review.
Why is there a $1 charge on my credit card statement?
When you update payment or shipping information on your account, you may see a pending transaction of $1 appear on your credit card statement. This is a temporary authorization hold to verify your payment method that will be reversed automatically, typically within 5-7 business days.
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.
Why was my order canceled?
There are some circumstances ONVOG IS unable to complete orders. For sneaker orders, we will make every effort to find a replacement in a timely manner, but if unsuccessful, your order will be canceled.
My order was canceled. Can I still buy the item?
If your order is canceled, the item may still be available for purchase. Please note, the item may not be available at the same price as your canceled order.
I never received my order. What do I do?
If you’re using the website, check the Orders tab in your Profile to make sure your order was shipped. If it was, check the tracking number to see where the order is currently located.
For security and privacy reasons, we ensure successful delivery to the shipping address provided at checkout. If your order is returned to us as undeliverable, your item(s) will be placed into ONVOG storage under your account.
If you still have not received your order, ONVOG will assist you in filing a missing package investigation with the courier on your behalf. A missing package investigation can take anywhere between 7-10 business days and you may be required to sign and return an affidavit, among other requirements. Approved claims may be refunded in ONVOG credit to be used towards a future purchase to allow you to replace your lost item(s) as quickly as possible.
ONVOG reserves the right to deny any claim or request for the refund in connection with a pattern of fraudulent user behavior that ONVOG determines in its sole and reasonable discretion should result in the suspension or termination of such user’s account.
Do you accept purchases over the phone or email?
We do not accept payments over the phone or through email. We only allow for secure purchases through our website.
If you need more assistance you can contact us at +966 5070 77135 or [email protected].
I'm having issues purchasing. What do I do?
Occasionally our payments processor is unable to complete your purchase. This can be for a number of reasons, including an incorrect credit card number, insufficient funds, or wrong zip code.
Please review the card number you entered and the zip code first and if those are correct, we recommend contacting the card-issuing bank. If you’re still having issues, please contact us for additional assistance.
How do I place an order?
Browse items for sale, select your size, and tap “add to cart.” After you tap checkout, enter your contact information, select a payment option and your items will soon be on their way to you.
Does the card have to match the name?
The card does not have to match the name on the account that is selected. However, all orders go through a safe transaction review to ensure there is no fraudulent activity. If the name does not match, it may get flagged by our payment processor.
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.
How much does the Assurance of Authenticity cost?
We want you to feel comfortable when you purchase on ONVOG, which is why we offer the Assurance of Authenticity at no additional cost to you.
Do you calculate foreign currency exchange rates?
All fees are listed in Saudi Arabia Riyal unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in US dollars. If you opt to pay in your local currency.
We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
If you return a purchase that was purchased in your local currency, you will receive ONVOG Credit in the amount you paid in your local currency converted to USD.
Offers can only be made in Saudi Arabia Riyal at this time. We may display approximate conversions to help you make the best offer. Some payment methods may not be supported.
Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily.
ONVOG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.
What payment options do you accept?
We accept several methods of payment. If you purchase items in Saudi Arabia, we accept MADA, Visa, MasterCard, and Tabby. Alternate methods of payment include Apple Pay.
What is Tabby and how do I use it?
We’ve partnered with Tabby to offer a buy now pay later option for Saudi Arabia, UAE, Kuwait, Bahrain users, so you can get the items you want now and pay for them in four equal installments, interest-free.
Simply select Tabby at checkout, provide basic information and get an approval decision instantly. The only fees are late fees for missed payments. To learn more about Tabby, visit https://tabby.ai.
What International Shipping models does ONVOG use?
Items that are labeled “Instant” 12-15 business days for an “Instant” item ordered after 11:00 AM (Riyadh Time) with Standard shipping to be delivered to an international buyer.
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.
What is priority processing?
“Instant” items are pre-verified and authenticated and ship directly from our facilities to you.
Orders of “Instant” items can be shipped out the same day if ordered by 11:00 am (Riyadh Time) (S-T, excluding holidays), or the next business day if ordered after 11:00 am Riyadh Time.
How much does shipping cost?
- The cost of Saudi Arabia’s domestic shipping is 40 SAR.
- The cost of international domestic shipping is 120 SAR.
- Customers may incur additional charges for purchases of multiple items or heavy items.
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.
How do I make a return?
You have 5 days to request a return from the date you received the item(s). To initiate a return, tap “Request Return” on the ONVOG website when you receive your package or contact us. Once we receive your return, the item(s) will be evaluated before your refund is made. Evaluation criteria include the following:
- Item(s) must include the return label and packing slip provided by us—Please note: Returns will not be processed without a ONVOG return label and packing slip.
- Item(s) must be in the condition they were in when sent by us, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris (for sneaker items), and all original packaging included.
- Item(s) must be shipped to us within 3 days of receiving your return label. The evaluation process may take up to 7 days from receipt of return request and we reserve the right to make the final decision on all return requests.
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, less any priority processing fee paid and any applicable taxes, by issuing you ONVOG credit to use on future purchases, except as otherwise determined by us in our sole and reasonable discretion.
Make sure to only include the item(s) to be returned in your shipping box.
For more information, please view our Purchases and Returns Policy.
Do you accept returns?
We want you to be happy with your purchase, which is why we accept returns, apparel purchases, and accessory purchases that are in the same condition as when shipped. We do not issue refunds or accept returns or exchanges on used items, or any items shipped to a freight forwarder or a delivery address in the People’s Republic of China. For more information, please view our Purchases and Returns Policy.
Why do I have to pay for return shipping?
ONVOG subsidizes the cost of shipping. When a return is initiated, ONVOG asks that you cover the difference in shipping costs.
Why do I only get ONVOG Credit for my return?
ONVOG is only able to offer ONVOG Credit for returns.
What happens if I don't ship my return back to ONVOG?
If the item is not shipped within three (3) days of receiving a return label, the order will not be eligible for a return.
How long does the return process take?
You have 5 days from the date you received your sneakers to request a return and ship your shoes. The sneakers will then go through our evaluation process which can take up to 7 days from receipt.
Once approved, ONVOG will refund you for the amount paid, less the shipping costs to and from you. The refund will be issued in the form of ONVOG Credit.
What price does ONVOG declare for DDU shipments?
ONVOG will declare the price that was paid for customs purposes. Buyers are responsible for the applicable customs duties and taxes that are billed by their respective countries of residence.
What are VAT and DUTY charges for orders shipped to Saudi Arabia?
If you place an order for delivery in Saudi Arabia, you will be responsible for paying applicable VAT on your orders. To provide you with additional information on such VAT, your order confirmation email will show you the VAT. The VAT is based on the VAT rates set by Saudi Arabia.
We currently calculate VAT charges as follows:
- VAT = VAT Rate x [Item Price + Shipping Costs (if any) + Other Applicable Taxes (if any)]
- Our VAT charges are based on the facts and assumptions of 15%, which may change in the future.
Does ONVOG charge import duties?
If you are an international shopper you will be charged a cross-border e-commerce tax in compliance with applicable laws and regulations. This tax is meant to represent all applicable customs duties and taxes and no additional charges should be incurred upon your receipt of the item(s). If you do not enter this information at checkout, you will be liable for any applicable customs duties and/or taxes charged by the carrier upon receipt of your item(s).
If you believe you have inadvertently been charged this tax, please reach out to [email protected].
What is an import duty?
Import duty is a tax collected on imports by a country’s customs authorities. A good’s value will usually dictate the import duty. Depending on the context, import duty may also be known as a customs duty, tariff, import tax, or import tariff.
Does ONVOG charge VAT?
ONVOG charges a value-added tax (VAT) on qualifying orders that are shipped to Saudi Arabia.
What is VAT?
VAT or “value-added tax” is a consumption tax placed on certain products whenever value is added at each stage of the supply chain, from production to the point of sale. VAT is also known as a “goods and services” tax (GST) in certain countries.
Why am I being charged sales tax for certain items but not for other items?
We will collect sales or use tax (collectively “Sales Tax”) on purchases of taxable items from buyers located in Saudi Arabia where we have determined that we have a legal obligation to collect Sales Tax for such purchases.
In some cases of offers, the price is referred to as “including VAT”.
Why am I being charged a cross-border e-commerce tax?
If you are an international buyer at checkout you will be charged a cross-border e-commerce tax in compliance with applicable laws and regulations in your country. This tax is meant to represent all applicable customs duties and taxes and no additional charges should be incurred upon your receipt of the item(s).
If you do not enter this information at checkout, you will be liable for any applicable customs duties and/or taxes charged by the carrier upon receipt of your item(s).
If you believe you have inadvertently been charged this tax, please reach out to [email protected].
Can I pay in my local currency?
All fees are listed in Saudi Riyal or US dollars unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in your local currency or US dollars. If you opt to pay in your local currency:
- We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
- If you return a purchase that was purchased in your local currency, you will receive ONVOG Credit or a refund in the amount you paid in your local currency converted to Saudi Riyal or US dollars.
- Offers can only be made in Saudi Riyal or US dollars at this time. We may display approximate conversions to help you make the best offer.
- Selling is only available in Saudi Riyal or US dollars at this time.
- Some payment methods may not be supported.
Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily.
ONVOG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.
