Payment and delivery
Can I change my delivery address after the order has left the warehouse?Of course you can!
Please contact UPS in your country for any changes regarding your delivery address.
As soon as you receive your tracking number in your confirmation email, you can go ahead and make the change.
They are fully responsible for the delivery when the order has left our warehouse.
Which payment methods can I use?Credit Card -We accept credit card payments with Visa and MasterCard. Please note that all countries with dollar will be charged in USD.
Invoice -We accept invoice payment with Klarna in Sweden, Norway, Denmark, Finland and Germany. For more information on Klarna please visit their wesbite www.klarna.com
How safe is it to pay online?Your credit card will be charged with the full amount as soon as the order is registered.
Our credit card provider is DIBS, they will securely handle your personal and financial information. DIBS has a PCI (Payment Card Industry) certification, with is an extensive program which aims to increase the security for all parties that store, process and transmit data. Read more about DIBS at dibs.dk
Do you deliver to work addresses?We can deliver to your permanent residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as UPS will deliver to the place and not the person!
The tracking number states that my order was delivered but I have not received it yet?Please contact your courier immediately. Please be prepared to provide them with your tracking number. After speaking with the courier, please give contact email@example.com to document the situation and to assist you in recovering the lost package.
My return was processed but I was not refunded my delivery charge?We will process your refund on the product excluding the delivery charge.
How does your delivery service work ?We understand the importance of receiving your goods when you expect them, especially if you have ordered something for a specific occasion and we use DHL and DPD couriers to deliver goods from OnePiece.com to all over the world.
Your products will be delivered directly to your door by DHL or DPD. They will make three attempts to deliver the package to you. If they are unable to deliver the package to you then it will be held at DHL or DPD's facility for 5 more days before being returned to the sender. The cost for uncollected packages is EUR 40. Therefore, please follow your tracking number on the DHL or DPD's website as soon as your order is shipped. As soon as your order leaves our warehouse with DHL or DPD, they are fully responsible for the packages. In addition, they are also held responsible for missing packages. For more information, please visit www.dhl.com or www.dpd.com
Will I be charged with customs and import duties?The pickup transport is already paid for, but if you live outside EU, you have to pay local customs and VAT.
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, OnePiece has no control over these charges. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be.
If you are in doubt over these charges contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Return and exchange
How do I return or exchange products?You have 14 days return right. The product(s) returned must be in their original condition, including any tags and labels.
The goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items as we are not responsible for any items that are returned to us in error.
For more information on returns/exchanges, please visit :http://onepiece.com/gb/shop/info/support
I have recieved a faulty/incorrect product?We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know by contacting our Customer Support at firstname.lastname@example.org
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods including a picture of the faulty/incorect product and we will get a solution sorted out for you.
Can I return or exchange my product at a store if I bought it online?Unfortunately, products purchased online cannot be returned or exchanged at the stores and vice versa.
Products purchased at the store cannot be returned to our website.
Can I return products that were bought using a gift card/voucher?Yes of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift card/voucher.
What happens if I refuse delivery?For uncollected items, the customer will be charged EUR 40.
When do I get my money back for my returned product?After we receive your product at our OnePiece warehouse ,the returns.exchanges go through a strict quality control. If it fails to meet our standards, your refund will not be processed.
If it meets our standards, your refund will be processed within 10 days of the reciept of the product.
For return/exchange information,please go to : http://onepiece.com/gb/shop/info/support
I have been refunded the incorrect amountWe are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Support who will try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
Any discounts that were applied at the time of sale,which may not now be applicable
I returned a product and it was incorrctly refunded or replaced.We are very sorry if we made a mistake when processing your request.
If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.
If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Support so we can sort it out for you.
Collection and products
Product is not in stockWe know how frustrating it can be when you have your heart set on an item and you go to buy it but it's out of stock.
However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does.
As we try to keep our products fresh, we have additions from time to time, so you might just find something similar to the one you were looking for. All the products currently available are reflected on our webshop.
Is the color on your products the same in reality as I see them on my computer?We have made every effort to display, as accurately as possible, the colors of our products that appear on our website www.onepiece.com. However, the actual colors you see will depend on your monitor. We cannot guarantee that your monitor's display of any color will be accurate.
What size should I choose?We never want to send you something that doesn't fit properly.
All our products in the webshop www.onepiece.com has a "sizeguide".
Simply click on it and you will get the sizeguide for the product you wish to purchase.
How do I wash my OnePiece?We aim that the product you buy fits you perfectly and stays looking great.
So please hand wash your OnePiece separately. If you have a delicate program on your washing machine you can use it at 30 degrees without spin cycle. Do not tumble dry. Wash inside out and with the zipper fully closed to prevent damage.
Can I make a special order for a color or text?Unfortunately, we are unable to custom make products.
Can you give me more information on a product?We try to publish as much useful information as we can about all our products, to help you buy the things that will suit you best.
The product page for every item includes sizing, a detailed description and most importantly, plenty of images.
If there is anything further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.
What are the browser recommendations for shopping at OnePiece.com?We recommend using a recent version of Internet Explorer (version 8 or 9), Firefox or Google Chrome as your browser. If you use internet explorer 7 we advise you to update to a newer version. http://windows.microsoft.com/en-US/internet-explorer/downloads/ie
Other technical problems.....To help us investigate into your problem please include as many of the following information as possible with regards to your system:
Your Operating System (e.g. Windows XP, Mac OS 9.0)
Internet Browser & version (Internet Explorer 8 or 9, Google Chrome, Firefox)
What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen and send to email@example.com
When is your customer service open?We want our customers to have a great shopping experience, but we realise that from time to time things can go wrong. If they do, we've made sure you can find any information you need as quickly and easily as possible.
Our phones are open weekdays between 09.30-14.00 CET. Our staff will help you in Swedish, Norwegian or English. Our phone number are: +44 203 514 3371
You can also send us an email and we will answer as soon as possible - usually within 5 days on weekdays.
Our email address is firstname.lastname@example.org
Please do not answer or send inquiries as a reply on your order confirmation.It is a no-reply email which won’t be read or answered.
I have a suggestion…We would love to hear from you! Drop us an email at email@example.com
How can I track the status of my order?Just follow the link provided in your confirmation e-mail.
UPS adds all information on this link so enter the tracking number to check on the status of the delivery your package.
Has my order been shipped out yet?As soon as your order is dispatched from our OnePiece warehouse, you will be sent an email to confirm that it's on its way.Sometimes this can appear in your spam/junk folder.
From there it should be delivered within the timescale we advertise. Your order is trackable you can check it's progress by logging onto www.ups.com
I haven’t received my order confirmation, what do I do?Contact firstname.lastname@example.org.
Can I change/cancel/add products to my order?Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, or any payment methods. All orders are sent automatically from our warehouse in Rotterdam
We're really quick at picking, packing and processing your order – it gets done in a few minutes after your order has been registered.
How do I order at onepiece.com?You have to be over the age of 18 to order. You will agree to this when you place your order. When you have decided which products you want to buy, choose your size and press on “Buy this OnePiece”. You will come to your shopping cart. If you want to continue to make your payment please click on “Check out now”, enter your discount code here if you have one, or go back to shop more. Fill in your information and complete your payment.
Please note, if you live in Sweden, Denmark , Finland or Germany and using an invoice as your mode of payment. then please make sure that you write your address exactly as you are registered. After this you will get your order number and a link to follow your order process.
I forgot to use my discount codeUnfortunately, we are unable to manually enter discounts after the order has been completed.
Can I buy gift cards in your web shop?Yes you can buy giftcards. Please find the link on our homepage.
My gift card/discount is lost or damagedIn this instance, please contact our Customer Support as soon as possible with as many details of the purchase as possible. They will then try to re-issue the voucher/card/code to you.