New question
On this page
Here you write a question to the store from your area. As you are already signed in, the store knows who you are and what you have bought, so you do not need to type your email.
How to get there
In your questions, click New question. If you have not entered your area yet, we first ask for the email you bought with.
What you can do
- Write the subject and your message.
- Choose the product you are asking about.
- Attach files, such as a screenshot of what you see.
Step by step
Send your question
- 1. Type the Subject.
- 2. Choose the product under Product (optional) if the question is about a purchase.
- 3. Write the Message.
- 4. Click Send question.
What happens next
The question appears in My questions waiting for an answer. When the store answers, you get an email and the reply appears in the question.
Keep in mind
- Say in the message what you need and, if it is about an order, its number, which starts with ONB-.
- Do not write passwords or card details.
- If your question is about a refund, ask for it from the purchase details, which handles it faster than a question.
Frequently asked questions
How long does the store take to answer?
It depends on each store, which is the one that serves you. Most answer within one or two working days. You get an email as soon as they do, so you do not need to keep checking.
Was this helpful?
Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support