Any request must be made within 30 days of delivery (as recorded by courier services – or within 35 days of purchase if delivery tracking is incomplete).
Clearance and Sale items cannot be returned or refunded unless faulty, damaged or we sent you the wrong item.
Faulty, damaged or incorrect items
Faulty, damaged or incorrect items will be replaced or refunded – any shipping costs will be at our expense.
According to availability, we may not be able to replace – in this case the item(s) will be refunded in full.
We may require proof, this can usually be supplied as photo(s) via email.
“Change of mind” or “Wrong size”
You will be responsible for any shipping costs for an exchange or refund (in-store returns incur no shipping charges).
Online purchases incur fees from our payments providers at the time of purchase. Any refund (including orders cancelled before expedition) will be 2.9% + $0.30 less than the purchase price (these are non-refundable fees we will have already paid).
Shipping costs are not refundable (unless the order has been cancelled before expedition).
General Conditions:
- Claims must be made within 30 days of delivery (as recorded by courier services – or within 35 days of purchase if delivery tracking is incomplete).
- Whether for an exchange or a refund, any returned items must be returned in retail quality: unwashed, unworn and with the original tags. Products in sealed containers must be unopened.
- Clearance and sale items cannot be returned/refunded/exchanged unless faulty or damaged (or we sent you the wrong item).
- A monetary refund cannot be issued in exchange for purchases made with a gift card, any refund will be returned to the gift card.
- If a refund is processed and you have benefited from our free shipping policy:
- if the remainder of your order still qualifies for free shipping, we will refund the full amount.
- if the remainder of your order does not qualify for free shipping, the flat rate of $9.99 will be deducted from the refund.
- Due to safe hygiene practices we cannot accept returns on Underwear, Socks or Earrings.
- All returns other than “faulty/damaged/wrong item” are at the cost of the purchaser and remain the responsibility of the purchaser until they have been received at One19.
We want you to be happy with your purchase, please contact us before sending anything.