DO I NEED TO RETURN THE WHOLE SET? If you´re exchanging, we just need either the top or the bottom; whichever needs replacing. If you´re refunding, we would need to get the full set (top and bottom).
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY? We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at firstname.lastname@example.org so we can urgently review the matter for you.
HOW DO I REQUEST A RETURN? Requesting a return is really easy. Simply email email@example.com so we can allocate a FedEx Return Form for you. (Please note that we are unable to refund duties and taxes). Once the items have been received, you will either receive your new item (for exchanges) or full refund (excluding duties and taxes). ONEONE can not be held liable for the loss of garments being returned.
WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER? You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery. Please be aware that ONEONE does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by ONEONE, please contact your local customs office to find out more information if you are unsure of the charges.
WHEN WILL MY ORDER ARRIVE? We deliver all orders within 24 hours. FedEx takes 2 or 3 working days to the United States; 4 or 5 working days to Europe. There may be the occasional delay due to Customs Clearance processes which are out of our control. ONEONE uses Fedex for all orders.
HOW CAN I TRACK MY ORDER? When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please email firstname.lastname@example.org
WHAT IS YOUR RETURNS POLICY? ONEONE will happily accept returns and exchanges on all our pieces! The item/s must be in original condition with all tags remaining in place, including hygiene seal.Item/s must not have been worn, washed or altered in any way. Unfortunately, we can not accept any returns that do not meet these requirements. ONEONE offers a full refund or an exchange on items. All returns must be sent to our Global Returns Warehouse in Colombia. Please note that we are unable to refund duties and taxes.
WHAT SIZE SHOULD I ORDER? We have a live support chat on our website in order to help you personally find your best fit. You can also email email@example.com . We have also created a sizing guide, which can be seen here SIZE.
HOW MUCH DOES DELIVERY COST? We offer Free Worldwide Shipping via FedEx.
WHAT PAYMENT METHODS DOES ONEONE ACCEPT? Currently we accept Credit Card Payments and PayPal. If you would like to arrange payment via another method, we are happy to try and assist your request! Please contact us directly at firstname.lastname@example.org to arrange this.
HOW CAN I CONTACT YOU? There is a live support chat on the website, or email email@example.com
IS IT SAFE TO PURCHASE ONLINE FROM THE EBOUTIQUE? Absolutely! We do not store any credit card details nor do we share your personal information with any third party. However, if you are still concerned with placing your order, please firstname.lastname@example.org and we will contact you regarding an alternative method to place your order!