Return Policy

Shipping Policy

SHIPPING

We take about 2-7 business days to process your order. 98% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

International shipping:
International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size.

We do not take responsibility for customs fees.

We will only ship to the address provided at checkout and we are not responsible for any lost, stolen, or damaged shipments.

Here are our estimated shipping delivery times:
USA: 5-8 business days
Canada: 6-12 business days
World: 10-20 business days

ORDERS

Once an order is placed, the order cannot be altered or canceled. Merchandise availability is subject to change. In the event that an order is placed and the item is out of stock, we will automatically refund your original payment method and inform you about the unavailability shortly after the order is placed.

Order never arrived:
If your order didn’t end up arriving, be sure to let us know!

First, check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, we’d be happy to send you another order to the correct address, however, it will have to be at your cost.

If the shipping address was correct, get in touch with us at contact@oneroots.com making sure you quote your order number. We’ll see what can be done.

RETURNS

Please return items in new condition within 10 business days of the original shipment along with a copy of the order confirmation email received at the time of purchase. Shipping and handling fees of the original purchase are not eligible for refunds and the customer is responsible for shipping charges when making returns. We do not offer exchanges. If you want the item you purchased in a different size or color, you will need to place a new order and return the unwanted item for a refund.

Damaged items:

The last thing we want is for you to be stuck with a damaged item. If an order arrives damaged, then please get in touch with a photo within 14 days at contact@oneroots.com making sure you quote your order number.

REFUNDS

Refunds will be charged back to the original form of payment used for purchase once the item has been received and new condition verified within 2-3 business days of receiving the return.

EXCHANGES

We do not offer exchanges. If you want the item you purchased in a different size or color, you will need to place a new order and return the unwanted item for a refund.

We ship orders on Mondays – Fridays, during office hours only, and we don’t operate on public holidays. We always aim to post your order as quickly as possible (usually within 48 hours) but there might be some delays – especially after releases! 

Duties/Customs Fees

Some countries may charge import duties and taxes or other random fees. UPS and DHL may also charge handling fees for processing your parcel through customs. Sorry, we have no control over this and it’s your responsibility to pay for any fees. We suggest you find out what fees are applicable in your country before you order. 

Will my order be tracked?

Yes! No matter what shipping option you go for you will receive a tracking number in your shipping confirmation email so you can stalk your new gear all the way to your front door!

DELIVERY

We know how hard it is to wait for shiny new gear to arrive, so we always aim to post your order as quickly as possible. Occasionally there can be delays – especially after release days, or when the Warehouse team runs out of coffee. We really appreciate your patience at these times!

Delivery Process

Once your order has been shipped you will receive a shipping confirmation email! Your shipping confirmation will also contain your tracking number, so you can stalk your sexy new gear all the way to your door.

All products are packaged using protective packaging for safe arrival. If there is any damage to the package content, we may request that you provide us with a picture of the damaged products.

Just a few things you need to know…

  • Delivery times may vary due to your chosen courier’s network, and/or the time it takes to be processed through Customs (if International).
  • Please allow an additional business day for us to process your order if it was placed on a weekend or a public holiday. Even packing ninjas need a break every now and then!
  • There may be delivery delays during peak times (e.g. Christmas, Boxing Day) and after major releases – please be patient, we promise it will be worth it!
  • Orders placed after 12pm will require an additional business day to be shipped.

Orders will be delivered by your local courier service. If you’re not present when delivery is attempted, your parcel will either be safe dropped (i.e. left in a safe location, your front door, patio), or you will receive information from the courier service on how to collect your gear.

Once your order has been shipped, all risk passes to you as per our Terms and Conditions. We are not responsible for any damages or loss incurred once it leaves our premises, and enters the care of the elected third party courier.

The above Delivery Policy sets out the terms and conditions of delivery of products purchased from ***. In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which is available here.

Change of Address

Goods will be delivered to the address specified on the order. Please make sure we have the right shipping address for you, as we cannot be held responsible for an incorrect address being entered on your order. We reserve the right not to deliver an order if it is believed that the address is not secure.

You will be able to check the shipping address on the Review Page while you are going through the final checkout process on the site. If you notice an error after your order is finalized, please contact us immediately at contact@xxx.com.

The above Delivery Policy sets out the terms and conditions of delivery of products purchased from ***. In addition to this Policy, all products purchased from us are subject to our Terms and Conditions of sale, which is available here.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to contact@xxx.com and we will process an insurance claim on your behalf.

Special Exceptions

There are a few products that are unable to be returned: sale items, promotional items, hosiery, underwear, custom made, monogrammed, personalized or altered products, unless the good is faulty or where otherwise required by law. All swimwear must have an original hygiene sticker attached.

RETURNS

How do I return something?

Easy-peasy! Just complete the Returns Form here and send the item/s back to the exact address that it was sent from.  We have different Brand dispatches so you will need to keep your original box and packaging to ensure you return it to the right address.

Please include a note with your name and your order number to ensure your return can be identified when it arrives.

In line with our Terms and Conditions, all postage costs for returns must be covered by you. We recommend using a traceable postage service. That way you can make sure your gear is safely on its way to us!

The products are your responsibility until they reach our office, so please ensure everything is packed securely. You may want to use a postal service that insures you for the value of the items you are posting. Unfortunately, *** cannot be responsible for lost parcels being returned.

How will my money be refunded?

We will pay your refund using your original payment method, or on gift card where appropriate at our discretion. Special conditions apply in respect of payments made using PayPal (as set out below).

Once your return has been processed in our system, we are unable to reverse the transaction and are therefore not able to offer the alternative method of reimbursement. Please consider if you would like a refund or store credit carefully when submitting your online return form.

How long does it take for returns to be processed?

Once we’ve received back the gear, please allow 7-10 business days for your return to undergo a quality check and for your request to be fully processed. Once we’ve dotted the Is and crossed the Ts, you will receive an email notification from the Customer Experience Team letting you know if the return has been accepted.

Anything else I need to know?

Store credits are valid for 12 months from issue.

Refunds may take up to 10 business days to appear in your account, depending on your bank.

Faulty Items

If you believe you have received a faulty item, please contact the *** Customer Experience team at contact@xxx.com straight away to discuss your options for repair, replace or refund it. Repair, replacement or refund of faulty products are subject to our Terms and Conditions.