the most
frequently asked questions

A collection of answers on the most frequently asked questions concerning services provided by one:item.

general

Question what payment methods do you accept?
Answer
  • At one:item we accept payments via GooglePay, credit cards and bank transfers for orders with shipment in Poland.
  • For foreign orders: via bank transfer, online card payment
Question to what bank account should I transfer the payment?
Answer
  • for EUR:
    ING bank
    IBAN account: PLxxxxxx
    BIC/SWIFT: xxxxx
    Your order will be processed after we receive the payment.
  • for PLN:
    ING bank
    IBAN account: xxxxx 
    BIC/SWIFT: xxxxx
    Your order will be processed after we receive the payment.
Question are products not listed on the website refilled?
Answer

Depending on the product. If you are interested in a product that is not currently in stock, we encourage you to contact us directly at hello@oneitem.eu.

Question how can I contact one:item if I have another question regarding my order or received products?
Answer

Please contact us via email: hello@oneitem.eu.

Question how do I know I made a purchase?
Answer

You will receive a confirmation sent to the email provided with your order.

Question i can’t register/make a purchase/the online store doesn’t work. What shall I do?
Answer

If you can’t register or make an order please check if you’re using the newest version of the browser. If the issue continues contact us at hello@oneitem.eu.

orders

Question how can i check the status of my order?
Answer
  • by checking your account history
  • by calling us
  • by sending an e-mail to hello@oneitem.eu or directly to a contact person from our company
Question can i receive custom pricing?
Answer

There is always some space for negotiations. The final decision depends mostly of the order type so please contact us directly to gain more details: hello@oneitem.eu. 

Question can I cancel my order?
Answer

Yes, if your order hasn’t been paid yet. If have you already completed the transaction, but your parcel hasn’t been shipped yet, let us know at hello@oneitem.eu so that we can cancel your order.

Question can I make any changes to my order?
Answer

Unfortunately, it is not possible to change the ordered products (model, color, size, quantity). If you want to change the address given in the order, please write to hello@oneitem.eu as soon as possible. It is not possible to change the address after generating the waybill.

Question can I get an invoice for my order?
Answer

Yes, before making your order contact us at hello@oneitem.eu.

delivery

Question when will you ship my order?
Answer

The ordered goods are shipped within 4 working days after the payment is received (does not apply to pre-order products). In case of a delay in your order, we will let you know by email.

Question do you ship abroad?
Answer

Yes, one:item delivers orders to EU countries. When placing your order choose the right country. If you can’t find your country in delivery options contact us at hello@oneitem.eu. We remind you that the shipping cost can change depending on the destination country.

Question when will my package be delivered?
Answer

Delivery of courier and parcel lockers from the moment of dispatch usually takes no more than 2 business day.  In the case of international shipments, the delivery time depends on the country of delivery. You will receive a tracking number with your order. 

reclamation

Question how can I return my order?
Answer

To make a return, please contact us first and let us know by sending an email with your order number to hello@oneitem.eu. Then, all you have to do is fill out the return form (it can be a handwritten form), which you can download HERE, include it in the package with the receipt (it can be a copy of the receipt or other proof of purchase) and send it to our office (one:item sp. z o.o. 18/11 Czardasza street 01-169, Warsaw, Poland).

Question how much time do I have to return the order?
Answer

If you ordered online, inform us about your return by an e-mail (hello@oneitem.eu) within 14 days from the date of delivery, and send us a package within the next 14 days.

Question where do I send the return package?
Answer

Please send the package with return to the address below:
one:item sp. z o.o.
18/11 Czardasza street, 01-169, Warsaw, Poland
+48 694 245 124
hello@oneitem.eu

or return it in person in our office at Czardasza 18/11 in Warsaw. If you’re sending the package please keep the tracking number, it may be needed in case of an issue with delivery.

We are not responsible for the packages sent to a different address. Returns not delivered on time will not be processed.

Question when will I receive the refund?
Answer

We will refund your payment within 14 days from the date of the return notification or, in the absence of a notification, from the date the parcel is delivered to us. If you do not receive a refund within this time, please contact us. The form of refund depends on the payment method selected when placing the order. In the event that we do not accept the return, we will contact you by e-mail or telephone. In the case of foreign payment by bank transfer, please send us the account number and BIC / SWIFT to the e-mail address: hello@oneitem.eu.