Our Return Policy in short
– Contact ONEBYONE before returning any items.
– You can return the product within 30 days of delivery.
– The product must be in new condition.
– Change of mind items will be returned via store credit.
– Sale items will be returned via store credit.
– To avoid any Customs charges please clearly mark the package ‘RETURNED GOODS’.
– Want to switch to another size of the same product? You can do that, just contact us.
– Want to switch to another product? You can do that, just contact us.
– If a package is unclaimed you might have to pay a handling fee.
Free – AusPost - Parcel Post
Standard – AusPost - Parcel Post
Express – AusPost Express
DHL Express – DHL Express shipping (cannot send to PO Boxes – defaults to AP Expr.)
Please note: All orders will be shipped from our warehouse with 'Authority to Leave' unless otherwise indicated by the customer prior to dispatch.
Please contact ONEBYONE before returning any items.
It is appropriate that the consumer controls the delivery to verify that this is accurate and error free. At the complaint, the customer contacts ONEBYONE and gives information relevant and the reason for complaint.
You can return the product within 30 days of delivery. The product must be in new condition. If the product is ruined or obviously used the product shall not be refunded. Make sure to include contact information with the return and if possible, please provide us with a tracking number. ONEBYONE suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed.
ONEBYONE will make a refund of eligible returns. Change of mind orders will be refunded with store credit. Sale items will be returned with store credit. If you paid by invoice, we will need a bank account number to transfer the money back to. The easiest way is to e-mail it to us along with a brief description of your case.
Returning A Package
If a returned item is shipped international, please clearly mark the package ‘RETURNED GOODS’, to avoid any Customs charges. ONEBYONE is NOT responsible for any return Customs charges made. Any charges incurred are the responsibility of the customer.
For Australian customers, when your shopping cart total is over $100 a new shipping method, ‘Free Shipping’, will be available for selection when you checkout. Pay close attention and make sure you select ‘Free Shipping’ to ensure you aren’t unnecessarily paying extra. Free Shipping is standard AusPost Parcel Post with tracking. You will be sent your tracking with the shipping confirmation email.
Customers that order from countries outside of Australia will be shipped by DHL Express with full tracking*. They should arrive within a 1 week of the shipping confirmation email. However in some cases delivery may take up to 3 weeks depending on what country you are from, ONEBYONE are not responsible for any duties and taxes on International products.
* – please be aware that DHL Express cannot ship to PO Boxes. We ship via AusPost to international PO Boxes.
ONEBYONE accepts orders via Afterpay and all sales are set to their terms and conditions. If you are having trouble checking out with Afterpay we recommend using the Chrome browser and resetting all of your cookies. If you have any further problems don’t hesitate to email us.
Want to switch to another size of the same product?
Email us, provide your customer information, and tell us you will send back the product and the size you wish to receive in exchange.
Want to switch to another product?
Return the product you have received and send us an e-mail telling us which product you want instead.
If the product is lost or you, upon receiving, notice that the item has been damaged during transport, you should immediately report this to us.
For packages that are not cashed at your post office within 14 days, ONEBYONE reserves the right to charge you a handling fee to cover return shipping and freight companies’ administrative costs.
All enquiries: firstname.lastname@example.org