ORDER RECEIPT

Once you have placed your order, we shall send you an email acknowledging the receipt of your order. This is an acknowledgement that we have successfully received your order. If you do not receive this email please notify our customer service team at info@one-macau.com

ORDER PROCESSING

Deliveries within Macau to Hong Kong and Taiwan are normally sent out within 2 business days, and you should receive your order 2-4 days after we've shipped them, depending on your exact location. Deliveries outside of these areas and overseas are normally sent out within 3 business days and you could expect to receive your order 2-3 weeks after we've shipped them, depending on your exact location and the selection of shipping method. Special requests may take longer.


SHIPPING AND DELIVERY

After payment has been successfully processed and the items you have ordered are confirmed, we will send you a shipment confirmation email with the tracking number and the courier used.

SHIPPING METHOD

All orders within Hong Kong, Macau, China are sent out by SF Express or EMS. All other countries are sent out by EMS / Macau Local Post Office.

SHIPPING FEE

Macau, Hong Kong, Taiwan, Mainland China  (Via SF Express):

FREE SHIPPING FOR ORDERS ABOVE HKD500     

INTERNATIONAL SHIPPING

We ship to most countries. If there is an issue with your country, we will email you. For international orders we offer free shipping for all orders over HKD$1000. We cannot control delays due to customs issues. If you would like to expedite your shipping, please email us at info@one-macau.com

The customer will be responsible for all taxes, tariffs, and duties on international shipments. We cannot refund any import fees on international returns. 



PURCHASE

Import tax and duties

Import tax and duties may be applicable to your order depending on the destination country. The recipient is responsible for all import tax and duties. The courier or local post office will contact you with further details for customs clearance. Customs clearance procedures may delay the delivery outside of the estimated delivery time.

Tracking Your Order

For the most up-to-date information on the status of your order, please use the courier’s online tracking platform first before contacting us. It is best to allow up to 2 business days for the tracking number to reflect in the online tracking system.

If your order is sent by SF Express please click here to TRACK YOUR ORDER



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.



LOST SHIPMENTS

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.