RETURNS & WARRANTY
We guarantee every item made by O.N.E. We offer a lifetime warranty on our handbags and small leather goods if there are any manufacturing defects. Our warranty does not cover any damage caused by neglect, improper care, accident, or normal wear and tear. If your product fails due to a defect in materials or workmanship, we will repair or replace it, at our discretion, free of charge. Outside of the warranty, we offer repair services at set fees.
Our repair process generally takes 4-6 weeks from the date your O.N.E item is received. However, we strive to have your product back to you as soon as possible. Please note that you have 14 days to send in your item for repair once we provide you with a repair confirmation number.
We understand that sometimes parcels do get lost in the system. We are more than happy to help out tracking down your shipment and in the unfortunate case that the shipment is confirmed as lost, to refund your purchase.
RETURNS OR EXCHANGES
Defective or incorrect items
If you received a defective item or if you received a different item to what you ordered, please contact our customer service team within 7 days of receiving your order. Please describe the problem and attach photos if possible. Once we confirm the case please return the item by regular airmail and let us know the tracking number.
You will be reimbursed for the return shipping cost through your original payment method upon presenting a copy of the post office/courier receipt. The re-delivery fee will be covered by us.
Customs taxes and duties are non-refundable. You may be able to recover it by contacting your local customs office directly. This method may not be available for all countries so you may look into hiring a customs broker to help you through the process. Please note we are unable to refund any exchange rate or handling fees charged by your payment provider.