As a precaution we’re currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team. We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.
Can I contact you via social media?
We do not always reply to messages on Facebook, Instagram or Twitter and your enquiry may be missed. To get in touch please email firstname.lastname@example.org
Why has nobody replied to my email?
We are a small team at Oneskee and our customer service email email@example.com is only answered Monday – Thursday 9am-5pm (GMT). This means if you email at 6pm on a Thursday you will not get a reply until Monday. Under normal circumstances we try to reply to all incoming requests within 48 working hours. However, during peak season or periods with higher volumes than normal, our response time may be a bit longer due to an increasing number of incoming requests.
What is your phone number?
Being a small team with international customers we are not able to offer a 24 hour phone service, and so prefer to deal with queries via email. If you can’t find the answer to your question on this page please email firstname.lastname@example.org
Where is my order?
As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "A shipment from order XXXX is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched and orders placed on a Friday (GMT) may not be shipped until the following Monday. *Please note, tracking can take around 24-48 hours to update after dispatch. If you have your tracking link, but still can’t track your package please contact your local courier or contact us at email@example.com
I entered the wrong delivery address, can I edit my address?
We are very sorry about this, but once the order is confirmed with our warehouse the parcel already is with the courier, so as for any changes in the delivery address it now has to be sorted with the courier. You would have a dispatch notification in your inbox with a tracking /waybill number from the courier. Use this tracking to contact the courier and have them update the address.
What is customs duty?
When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into. If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so Oneskee isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty. If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
What if I refuse to pay customs duty?
If, for whatever reason, you refuse the customs fee and the parcel is returned back to Oneskee, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order. Oneskee will not refund or reimburse any customs fees.
Do you offer exchanges?
No. If you need to change for a different size, please return your order for a refund and place a new order for the item you require.
How do I make a return, and what does it cost?
UK returns are free. You will receive a returns form and Royal Mail return label with your order. If these are missing please email firstname.lastname@example.org For international orders please use our online returns portal here. The subsidised return costs are listed here.
How long do I have to make a return?
You have 14 days to make a return, from the date of receiving your order. For this reason we recommend trying the garments on as soon as you receive them. We will not accept returns after this period.
I have returned my order but have not yet received my refund, where is it?
Returns are processed on a weekly basis, usually on a Thursday, so it may take up to 7 working days for your return to be processed once received. In addition to this the various payment gateways take between a few hours to 10 working days to process return payments. Payments made via PayPal may be returned via PayPal eCheque which can take up to 10 working days to process.
My product is damaged/defective, what can I do?
We're really sorry to hear about your product, but of course we'd love to fix this for you. Please send an email to email@example.com including photos of the damage and a description.
Can I get a refund for sale items?
Yes, as long as the item has the original tags and packaging then our normal refund policy applies.
Where are your products made?
All Oneskee products are designed by our small specialist team in the UK, and are manufactured in China.
What are Oneskees made from?
The fabric details are listed in the product description, underneath the ‘Technical Information’ tab.
How do I wash my Oneskee?
Wash on a cold delicate wash and dry flat.
Do you have styles that are warmer than others?
Yes our signature Mark V amd Mark IV have a higher warmth rating than the Original Pro.
What if I get too hot?
All suits have vents and a main two way zipper which can be opened whilst moving to allow continuous air flow throughout. If you’re feeling hot whilst waiting for the lift then simply unzip the top half of your Oneskee suit and use the braces to keep it on your shoulders.
Where can I find technical information about your products?
If you’re looking for additional Technical Information about our different types of one piece suits, you can find that here:
MARK V TECHNICAL DETAILS
MARK V SHELL TECHNICAL DETAILS
ORIGINAL PRO TECHNICAL DETAILS
MARK VI TECHNICAL DETAILS
ACCLIMATE TECHNICAL DETAILS
KIDS ACCLIMATE TECHNICAL DETAILS
When will a product be back in stock?
Due to the seasonality of our product, each style will be fully stocked by November each year. If a product shows as ‘out of stock’ after November then we can’t guarantee that this style will be replenished. No styles are repeated and are unique to each season.
What size should I choose?
Please visit our size calculator here.
Can you produce a custom Oneskee for me?
No, unfortunately we are unable to produce one off designs or custom products.
Where can I try on a Oneskee local to me?
Oneskee are currently stocked in a select number of independent retailers worldwide. To find out if there is a stockist near you, please see our list of stores at the top of this site.
I’m a retailer/distributor. How do I contact you?
If you’re looking to stock our products in your stores, you can find our enquiry form here.
How can I become a Oneskee Brand Ambassador?
Please email firstname.lastname@example.org and make it clear in your subject title ‘Brand Ambassador’. If you send any questions unrelated to the above to this address, you are unlikely to get a response.
I am a professional athlete, will Oneskee sponsor me?
Please email email@example.com and make it clear in your subject title ‘Pro Athlete Sponsorship. If you send any questions unrelated to the above to this address, you are unlikely to get a response.
Can I combine several discount codes and offers?
No. Our website will only allow one code at a time, so use the code with the best offer for you. Please be aware we may turn off certain loyalty codes during heavily discounted sale periods.
I forgot to enter my discount code. Can I still have the discount?
Please email firstname.lastname@example.org with your order number and discount code and we’ll see what we can do. If the product is already reduced we may not be able to use your discount.
How do I become a Oneskee VIP?
If you’d like to become a Oneskee VIP and receive all the latest news and promotions directly to your inbox, simply click here.