Delivery & Returns
Once an order has been dispatched, you will receive a shipping notification via email, which will include a tracking URL and tracking code so you may track the progress of your package throughout the delivery process.
Please note, due to the way DHL's tracking works it may be 24 hours before your tracking code shows on their system.
The majority of orders will require a signature upon delivery. Please ensure that you make arrangements for goods to be signed for. Countries outside of the EU need to be aware of potential import costs as detailed below. These vary from country to country, and in some countries it varies between regions.
All orders are sent fully tracked.
UK (DHL Tracked) - £7.95
Europe (DHL Tracked) - £12.50
USA (DHL Express) - £12.50
Canada (DHL Express) - £20.00
Rest of the World (DHL Express) - £25.00
*Delivery rates and times are subject to change during sale events
RETURNS & EXCHANGES
(As of 03/03/2020)
If for any reason you are not completely satisfied with your purchase, we will gladly offer you a refund within 14 working days of receiving your return.
During our clearance period from March 2020 we are unable to cover the cost of returns which must be paid for and arranged by the customer.
We are unable to offer exchanges during this period, due to very limited stock levels. Please return your purchase for a refund and place a new order to ensure the item/size you require will be in stock. If you are unsure about sizing, please see our sizing guide for men and women. If you would like to discuss our sizes further, please contact us via email at firstname.lastname@example.org
Orders being returned to us must be sent using a tracked shipping service. Oneskee will not be held responsible for any packages lost in transit or not received.
You must include the returns form with your package. This will be included with your original order. Without this form there may be a delay to receiving your refund.
Goods must be returned in an unused state and in their original packaging in order for us to process a refund. Any items returned without all of the original packaging, or returned with damaged packaging, will be subject to a £10 (or the equivalent of) "repackaging charge" - we reserve the right to deduct this charge from the cost of any credits due to be paid to your account.
We are unable to discuss returns or order queries via Facebook, Twitter or Instagram
When sending goods for return you may be asked to fill in a customs declaration. Please ensure you place a value of 1p (1 Pence) if this is required and write clearly ‘RETURN’ on the outside of the parcel as customer returns have no commercial value. This will ensure that neither party incur incorrect importing / exporting costs. Oneskee will reject all packages that have any import costs attached and your return will not be processed.
If the product is defective or you believe that you have received the wrong item, please contact us as soon as possible at email@example.com
PROCESSING YOUR REFUND
Important Refund Notice (as of 05/04/2020)
Due to the current COVID-19 situation, our warehouse and customer service departments are working on a skeleton staff, and therefore processes are taking much longer than usual. For this reason any returns may take up to 4 weeks to process from receiving your item back with us, to issuing your refund.
Please note, once processed, refunds may take additional time to credit your account, depending on your bank's processing time and payment method used.
IMPORT DUTY AND TAXES
As all orders are shipped directly from our warehouse here in the UK, you may be liable for customs fees. Customs fees will be charged as your package reaches your destination country.
You, as the customer, are liable for all import duties, customs, and local sales taxes; payment of these fees is necessary in order to release your order from customs.
The grand total of your order as displayed on the checkout does not include any additional duties. The carrier will inform you of any additional duties that are required using the contact details you provide.
Oneskee has no control over customs and import tax. Unfortunately, we can't tell you how much you will be charged as customs and import tax varies widely depending on the country you are situated in.
REFUSING TO PAY CUSTOMS
If you choose to refuse the customs fee and the parcel is returned back to Oneskee, a shipping & handling fee will be deducted from your refund.
PAYMENT AND VAT
Payment for products and delivery services can be made in GBP or the local currency that is offered to the country to which your order is being delivered. All prices shown on the website for both products and delivery services are inclusive of any applicable UK VAT. The total price you pay is always the same, regardless of whether or not UK VAT is chargeable on the sale.
Where you've requested delivery to an EU address, the price paid for the product and the delivery service will also include VAT charged at the UK rate
Where you've ordered products for delivery to a non-EU address, both the products and the delivery service will be zero-rated, with no UK VAT chargeable on either. However, the price paid by you for the products and delivery services will remain the same as shown on the website.
ACCEPTED FORMS OF PAYMENT
- 1. Cards: Visa, MasterCard, American Express.
- 2. PayPal
- 3. Google Pay
TIMING OF BILLING
- 1. Cards: Your credit card is authorised at checkout. If this authorisation is not successful you will be notified at checkout and can use another card or payment type. If authorisation is successful we then pass the order through a fraud and ID theft security system, if approved your order is processed and you will receive a confirmation email. If you have not received a confirmation email within 12 hours of placing your order please contact us.
- 2. PayPal: Your chosen method of payment within PayPal is secured at checkout.
- 3. Google Pay: Your chosen method of payment within Google Pay is secured at checkout.
OUT OF STOCK ITEMS
In the unlikely event an item ordered is out of stock, you will receive an email detailing the item in question and how we can proceed.