Returns and Exchanges
COMPLEMENTARY RETURNS FOR ALL UK CLIENTS!
At One, our customers are our priority and if you are not completely satisfied with your purchase, return the item(s) to us within 60 days of receipt. This includes all ‘made to order’ items. We will issue a refund on receipt, or exchange the item for a different size if preferred.
100% SATISFACTION GUARANTEE: Our products are made to the highest standards and should remain your wardrobe essentials for years to come. If your items are damaged unintentionally after the 60 days have expired, we will either repair them at our expense or issue you a credit note at the full value of your purchase. This guarantee doesn’t cover damage from normal wear and tear, improper use or accidents.
Returns are made easy and all our customers are eligible for a full refund or exchange (if stock is available) on any goods (faulty or otherwise) within 60 days of receipt. Our branded boxes and bags are considered to be a part of the product and should be returned with item(s) so please try not dispose them incase you wish to return the item. This does not affect your statutory rights. In the unlikely cases where goods are damaged, you may be asked to take an image of the purchased One Denim garment and email it to firstname.lastname@example.org, or upload the image when submitting a return’s request online through your One Denim account.
All photos depicting the fault of One Denim garments will be reviewed by our Returns Department, who then will instruct our Customer Service how to proceed further. We aim to deal with all claims within reasonable time, usually the same day, however it may take longer for our Returns Department to review the images before a Return Merchandise Authorisation (RMA) is issued.
If you would like to exchange an item instead of obtaining a refund, please be aware that we can only replace it for the same product, subject to availability. If the same product is not available, you are entitled to a full refund. Simply call us or submit a Return Request online through your One Denim account and return the faulty goods to us within 60 days of the day you received them.
We kindly ask all our customers to meet a legal obligation to take reasonable care of the items while they are in your possession, therefore wrapping your items safely and securely will help avoid any damage in return transit.
To action a return through our website, sign into your One Denim account and under My Orders, select the order number containing the items you would like to return.
Click on the “Return/Exchange” button and choose the reason for return. If you would like to exchange an item, choose your replacement size.
Check the box to agree with our Return Policy. You will then receive an email confirming that your Return Request has been received, you will be also given your unique RMA once Customer Service have accepted your Return Request. Please note that you can only action returns through our website if you have created an account with us prior to purchase.
To return the goods you need to obtain RMA prior shipping, our customer service team can also gladly help you with this. Please note goods sent to us without obtaining RMA may be refused, and delays in processing may occur. Please kindly write RMA code on the RMA Label and stick it on the outside of the outer packaging.
Customers may use their own dedicated courier service or our service. If you would like to use our services, our customer service team will happily guide you through the steps. If you are using your own service, you are advised to obtain Tracking Code for the shipment from your dedicated courier and inform One Denim Customer Service as it will speed up the return process. Our Customer Service can process exchanges of a same value, however if you require an exchange for higher/lower monetary value you will be advised to place a new order for the exchanged item, followed by the refund of the returned item.
If you have requested a refund, this will be made in the same way as the original payment method (gift card, debit/credit card, PayPal or their combination).
Please be advised One Denim shall not be liable for any claim for refund of duties and taxes paid by you on the imported goods bought from our website, if you decide to return your purchase to us, unless the wrong item was sent incorrectly by us, or in the unlikely event that the item is faulty. In both cases we will refund you in full.
Please note certain changes (i.e. size swap, cancellation of order) are only acceptable before your purchases have been dispatched. If you wish to cancel or exchange an item after an order has been placed, please contact One Denim Customer Service who will be happy to assist you.
If you you have any questions about our returns policy, please give us a call on +44 2037 447 111 or send us an email to email@example.com.