Most Common

You can contact customer service via email at sales@oneby1.com.au, via a form on our website from the ‘Contact’ page or by phone by calling (03) 9879 1816 from 8am–4pm Monday–Friday (exlcuding public holidays).

Delivery times vary depending on your state and whether or not you’re living in a metro or rural area. For standard AusPost ground shipping, we estimate anywhere between 5–15 business days. For AusPost Express Post, we estimate anywhere between 2–10 business days. For DHL Express, we estimate anywhere between 1–5 business days. We can’t guarantee any delivery dates or times so we suggest you give yourself plenty of time if you have an event coming up.

When using Afterpay to complete your order, you’re splitting your order into 4 equal payments due every 2 weeks – interest free when you pay on time. You pay your first instalment at the time of purchase, and then the remainder every fortnight until the balance is paid. Once your order is placed, the items are sent to you straight away. Buy now, Pay later.

You’re more than welcome to exchange an item within 30 days if you wish, either for a different size or style. If the item you wish to replace is more or less expensive than the desired item, the balance will be calculated and either refunded or requested to complete the transaction.

In short, you can return products within 30 days of purchase. Products must be returned in a ‘New’ condition with all tags still attached. Refunds are not guaranteed. Refer to the Shipping & Returns page in the footer for more information.

If your order is yet to be shipped, you can definitely cancel your order. From there, we’ll refund any funds we received. We aim to ship our orders within 2 business days, so you’ll have to be quick. If your order has already been dispatched, you’ll have to return the items to us and then we can process a refund for the order once we receive it back in the warehouse.

Each style has its own sizing chart that you can access from the product page of each style. If you can’t find it or need a little more information, send us an email at sales@oneby1.com.au and we’ll do our best to help you out.

Sometimes it can take a little while for AusPost to give packages their first tracking scan. From our experience, it can take up to 2 business days for that first scan. If your tracking doesn’t come online within a week, reach out to us at sales@oneby1.com.au and we’ll have a closer look for you.

We do occasionally reorder certain popular styles. If you have your heart set on something and your size isn’t available, reach out to us at sales@oneby1.com.au and we’ll be able to give you more information, or if you’re lucky, track one down in the warehouse.

Payments

We accept all major credit cards – as well as PayPal and Afterpay. Customers can also use our express checkout options using mobile payment gateways, including GooglePay, ApplePay and ShopPay.

We use the industry leading ecommerce platform, Shopify, for our online store. They use the latest and greatest in digital security to ensure that all orders and information submitted through their services are safe and secure.

We don’t store any specific payment details when you put through an order. We can see the method you choose to pay with, and Shopify’s payment gateway handles the rest with no storage of payment information.

Our payment options allow for the use of any formally recognised currency. For the moment, we don’t accept bitcoin or any other form of cryptocurrency. Can’t put through an order in your currency? Shoot us an email at sales@oneby1.com.au and we’ll look into it for you!

If you have lost your gift code, don’t stress, we can organise another one for you. We’ll cancel your original code and provide you with a new one based on the amount remaining on the original code in your name.

We do not offer physical gift cards.

Orders

For desktop users, on your way through the checkout process there is a text field on the right side of your screen that asks if you have any gift cards or discount codes. Enter your code in there and hit apply.

For mobile users, on your way through the checkout process, once you reach the payment section, a text field will appear under your details that asks if you have any gift cards or discount codes. Enter your code in there and hit apply.

Unfortunately you can’t use more than one discount code on your order. We recommend using the one that gets you the best discount.

The gift card or promotion code that you’re trying to use may be expired, limited to one use per customer, no longer valid or not available to use with items in your cart. If your code isn’t working and you think it should be, email us at sales@oneby1.com.au and we’ll help you out!

If you have received your order and there’s something not quite right, shoot us an email straight away at sales@oneby1.com.au and we’ll do everything we can to make it right.

We do offer pick-ups from our warehouse in Ringwood, Victoria, 3134. We aim to have all Click & Collect orders ready for collection within 2 business days. Please consider your distance from Ringwood before selecting to Click & Collect.

If you’re having trouble checking out, send us an email at sales@oneby1.com.au and we’ll do our best to solve your problems. Feel free to send us any screenshots or error messages you encounter.

You don’t have to make an account in order to checkout – you can checkout as a guest.

There’s a chance that either your order confirmation email has landed in your spam or there may have been a spelling mistake in the email address that was entered for your order. Either way, send us an email at sales@oneby1.com.au and we’ll do our best to track it down.

Unfortunately we can’t retroactively apply discounts to items that have been placed on sale after you have ordered them.

You can order over the phone if that’s easier for you. Call our office number at (03) 9879 1816 and one of our staff members will help you out.

Products

If you’ve received a faulty item, don’t hesitate to email us at sales@oneby1.com.au and we’ll be in touch to remedy the fault, either with a refund or replacement for the faulty product.

If you’ve received an item in the wrong size or style, reach out to us at sales@oneby1.com.au and we’ll be in touch to fix the mistake with a replacement for the incorrect product.

If you’ve received our order and there is something missing, send us an email at sales@oneby1.com.au and we’ll be in touch to help and get the missing item on its way to you ASAP.

We do price match on full priced items.

We aim to release new styles throughout the year. Be sure to stay tuned to our social media for upcoming releases and sign up to our mailing list to never miss any updates and exclusive offers.

Returns

We do offer refunds in certain circumstances if you have received a faulty or incorrect item. There are no refunds for change of mind items – you will instead receive store credit upon their return. There are no refunds on sale items.

Sale items cannot be refunded. Change of mind items cannot be refunded, they will be exchanged for store credit towards your next purchase.

If you have returned an item and are getting store credit, our customer service team will reach out once everything has been approved and email you with a code to use on your next purchase to the value of the total amount of the returned items.

If you have sent an item back to us, give it some time to reach us. Once it has, the customer service team will reach out letting you know the status of your return and if it has been approved. Once approved, the funds should appear back into your paying account ASAP. You’ll receive an email confirmation once it has been submitted from our end.

We do not pay for return shipping. In cases of returning for store credit, we will add a few extra dollars to cover some of the cost of return shipping.

If you have purchased items using a gift card and wish to return them within 30 days, we can make that happen for you. Once we have the items returned to us in the warehouse and it has been approved, we’ll prepare another gift card for you to the value of the returned item that you can use on your next shop with us.

We find it is best practice to use tracked postage when returning items to us – that way you can track the item all the way to us and then give us a rev up if we’re being slack and late on the replies. The customer service team will reach out once your item is processed in the warehouse and let you know the status.

Shipping

Your order will be dispatched from our warehouse in Ringwood, Victoria, Australia, 3134.

We offer services from AusPost, standard ground and express, as well as an express service from DHL Express. With Click & Collect, you can use yourself as a courier if you like.

We have 3 shipping tiers depending on your needs. Standard shipping is AusPost ground shipping for $8.95. Express shipping is AusPost Express Post for $15.95. DHL Express is an express courier service for $21.95. If you spend more than $50 on your order you can select the option for free shipping, which is AusPost ground shipping.

Please keep in mind that DHL Express can’t ship to PO Boxes: they will be sent via AusPost Express Post instead.

Every single order shipped through our store will come with tracking attached.

International shipping is available via our delivery partners DHL Express for $29.95.

As standard, all domestic orders are shipped with an ‘Authority to Leave’ notice applied. If you do not wish for this to be the case, definitely let us know by emailing us at sales@oneby1.com.au or by leaving a note in your order. For orders shipped via DHL, you will have to be home to sign for it on delivery.

If you’re order has taken a little too long, we recommend reaching out to AusPost or DHL directly with the tracking/waybill number you would have received once your order was dispatched from us. There’s a good chance they’ll be able to help out a little more than we can with delayed orders.

You can have your order delivered wherever you like. When you’re checking out, keep a close eye on the ‘Shipping Address’ vs ‘Billing Address’. As long as your shipping address is exactly where’d you like your order to be shipped, that’s where it will go.

Local delivery is a service available for those within a certain radius of us in Ringwood, Victoria, 3134. It’s a little something nice we like to do for our local customers so they can rest assured while their orders are hand delivered by our staff.

Other

Although we always recommend you buy from us on our store so we can provide the best customer service possible, you can buy ONEBYONE from a few other online retailers. It will always be shipped out of our warehouse so you know you’re getting a genuine product.

Per Australian consumer law, gift cards have a standard expiry date of 3 years from the date of purchase.

Our customer service hours are from 8am–4pm Monday–Friday (excluding public holidays). Our customer service team aims to reply to all enquires within 1 or 2 business days. If you prefer to talk over the phone, feel free to call us on (03) 9879 1816 during those hours and someone will be there to help.

If you no longer with to receive marketing emails about the latest offers from ONEBYONE, you can unsubscribe from the service using the link in the bottom of each email. If you can’t find it, email us at sales@oneby1.com.au and we can opt you out manually.

For your first purchase from our store you can use the code GIMME15 for 15% off.

If you sign up to our email marketing list, you will receive a special code for a discount on your next purchase.

If your cart exceeds $50, you will be eligible to receive free ground shipping on your order.

If you encounter any errors on the site, whether that be spelling mistakes (be gentle, we’re only human), exposed code or something you think shouldn’t be there, please reach out to us at sales@oneby1.com.au and we’ll see to it ASAP. Feel free to attach any error codes or screenshots of what you’ve seen.

We do not offer student discounts.