Return & Refund Policy
At The One, the customer satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, we offer a straightforward return policy to ensure a smooth and easy process.
[Notice: By purchasing from The One you are agreeing to the full terms and conditions of this contract.]
1. Eligibility for Returns
- We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
- To qualify for a return, the jewelry needs to be unused, unworn and in its original condition with all tags and packaging intact.
- The proof of purchase and reason for return is required for all return
2. Return Process
To initiate a return, please follow these steps:
Contact our customer service team at support@theone1.co.uk to request a return authorization. Items sent back to us without prior contact, will not be accepted.
Pack the item securely, including all original packaging and accessories.
Ship the item to the return address provided by our customer service team. The customer is responsible for the cost of return shipping, unless the return is due to our error (such as receiving a defective or incorrect item).
3. Non-Returnable Items
Due to the nature of our products, the following items are not eligible for return:
- Return period (10 days) that have expired
- Custom or personalized jewelry (e.g., engraved pieces, custom designs).
- Earrings, due to hygiene reasons.
- Items purchased on sale or marked as "final sale" or "special discount".
- Gift cards.
4. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 3 - 7 working days.
If the item is returned and found to be damaged or not in its original condition, a partial refund or denial of refund may occur.
5. Exchanges
We can only process an exchange for the same product in a different size/color.
Please keep your gift packaging (gift bag and gift note) if you have opted-in and paid for it. You will not receive a new gift packaging set with your new sized item.
If you wish to exchange your purchase for a different product or a different style of the same product, you will need to follow our returns Process and make a new purchase.
You will need your order number to hand along with the item number of the product that you would like to swap for a different size.
Our team will organise the exchange for you on our system and will kindly ask that you send back the item you wish to exchange, to our warehouse using the prepaid returns label that you received with your order. If you purchased gift packaging, please keep it (gift bag and gift note) as it will not be included in your new delivery.
We ask that you send this back to us within 10 days of contacting us in order for us to be able to send your exchanged item to you
6. Late or Missing Refunds
If you haven’t received a refund after the expected timeframe, first check your bank account or contact your credit card company as it may take some time before your refund is officially posted.
If you’ve done this and still have not received your refund, please contact us at support@theone1.co.uk.
7. Return Shipping Costs
Customers are responsible for paying return shipping costs, except in cases where the item was defective, damaged, or incorrect.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
8. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once it is received. A gift certificate will be mailed to you.
9. Contact Information
For any questions or concerns regarding your return, please contact us at:
Email: [Support@theone1.co.uk]