Help Center

FAQ'S

BRAND

Where is the company based?

Can you purchase One Denim from any other store?

Do you ethically produce your jeans?

Your prices are low for a luxury denim brand, why?

Tell me about your quality?

Do you plan to expand your range?

WEBSITE

What can I do if the size or jean I want can no longer be selected on the site?

The jeans i ordered have a different colour to your site? What now?

Do I need to set up an account before I order?

I cant login to my account, now what?

I have forgotten my password, help!

Is my personal information kept private?

Why do you need my billing address?

How can I choose the currency I pay in?

How many jeans can I purchase?

How can I opt out of email updates and newsletters?

What are cookies?

Can I opt out from cookies?

PRODUCT

What is selvedge denim?

What makes Japanese selvedge so special?

What is raw denim?

What's the difference between raw and rinse-washed jeans?

How do I care for my jeans?

SHIPPIING

How much are the shipping costs to my destination?

I didn't receive my order confirmation/tracking number?

How do I know if my order has been shipped?

What can cause my order to arrive late?

Do you ship to PO Boxes?

Do you ship to APO/FPO addresses?

Which countries do you ship to?

How much duties and taxes do I need to pay?

What happens if i am not there to sign the order?

My order didn't arrive, help?

What if my box arrives damaged?

RETURNS

What is your returns policy?

How do I return my jeans?

I have received the wrong order or size? what shall I do?

ORDER, PAYMENTS & REFUNDS

What payment options do you accept?

How do I use the PayPal payment option?

How do I sign up to PayPal?

What is payment authentication?

Who do i contact for further information on payment authentication?

Will my card details be stored?

Will import duty/VAT be added to my order?

Can I order over the phone?

When placing an order I get an error message stating an authorisation failure. What went wrong?

How will I know you have received my order?

What is a pre-order?

How will I know when I will receive my pre-order?

When will my card be charged?

How do I amend or cancel my order?

My order has been cancelled but my card has still been charged?

My card has been charged more than my order, why?

When do I get my refund?

What shall I do if my refund is incorrect?

Do you refund delivery charges if I return?

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