the terms and conditions
of the one:item online shop

Last updated: January 1, 2026

General provisions

  1. These terms and conditions, hereinafter referred to as “ the Terms and Conditions”, specify the rules of using the online shop located at the URL https://www.oneitem.eu hereinafter referred to as “the Shop”.
  2. The Shop is run by one:item sp. z o. o. with its registered office in Warsaw, Józefa Piusa Dziekońskiego 1 street, 00-728 , Poland
  3. , entered into the Register of Entrepreneurs of the National Court Register kept by the District Court for the Capital City of Warsaw in Warsaw, XIV Commercial Division of the National Court Register, under KRS number 0000963067, holding VAT Number (NIP) 5223222094, hereinafter referred to as the “Administrator”.
  4. The Shop address and contact details are:
    • e-mail address – hello@oneitem.eu;
    • the mailing address – Józefa Piusa Dziekońskiego 1 street, 00-728 Warsaw.
  5. Each person before using the Shop should read the Terms and Conditions.
  6. Making purchases in the Shop requires from the Customer to have an active and efficient e-mail account.

Types and scope of the Shop’s activity

  1. The Shop’s activity consists of distance selling of clothing and accessories via the Internet.
  2. All offered items are new and handcrafted in Poland.

Purchasing rules

  1. Information provided on the Shop’s website, including information about the products presented, and in particular their descriptions, technical and operational parameters and prices, are an invitation to conclude a contract, within the meaning of Article 71 of the Act of 23 April 1964 r. – Civil Code (Journal of Laws 1964, No. 16, item 93 as amended; further: “the Civil Code”).
  2. Before confirming the purchase, the Shop provides the Customer with the following information: 
    • a precise description of the product  characteristics;
    • the total price of the products ordered together with taxes and fees for transport, delivery or postal services and a summary of the total amount of the contract with the chosen delivery option;
    • concerning the method and time of payment;
  3. The purchase of a Product does not require registration with the Shop.
  4. Placing an order is done using the form available on the Shop’s website after going to the basket and selecting the “checkout” option, in which the Customer provides the following data: 
    • name and surname;
    • company’s name;
    • e-mail address;
    • telephone number;
    • address details to be used for shipment;
  5. The Customer places an order after familiarizing himself/ herself with the information specified in the Terms and Conditions of the Shop and the information specified in the paragraph 2, which will be displayed in electronic form in the last stage of filling in the electronic form preceding the expression of will to conclude the contract by clicking the “Order with payment obligation” button. After reading the collected information specified for a given Customer’s order, the Customer expresses his or her willingness to be bound by the contract by pressing the button “Order with payment obligation”.
  6. All prices given on the pages of the Shop are depending on the option selected in Polish zloty or euro and include VAT. The price displayed in the basket summary before placing an order includes shipping costs according to the option chosen by the Customer.
  7. The Shop is obliged to deliver the goods without any defects.
  8. An order shall be deemed accepted for processing when the Shop confirms that the order placed by the Customer has been accepted.
  9. In case of unavailability of some of the products included in the order, the Customer is immediately informed about it. The Customer decides whether the order is to be partially or completely cancelled.
  10. The Shop may suspend acceptance of the order in case of doubts as to the truthfulness or reliability of the data indicated by the Customer in the registration form. In such a case, the Shop will immediately contact the Customer in order to clarify any doubts the Shop may have.
  11. The Customer and the Shop are bound by the price of the Product from the moment of placing the order.
  12. The following payment methods are accepted in the Shop: via bank transfer, online card payment (Stripe), Przelewy24.
  13. In the case of foreign orders, the waiting period for payment by the Store is 6 days from the date of receiving by the Customer confirmation of order acceptance by the Shop. Orders placed at an address in Poland are automatically cancelled if they are not paid for within 24 hours.
  14. The contract is deemed concluded at the moment of confirming the acceptance of the order, which is simultaneous with payment by the Customer, after prior receiving of the confirmation of the order’s acceptance.
  15. The ordered goods are shipped within 5 working days from the date of booking the due payment for the product. Products labeled as “Available on backorder” are shipped within 10 working days from the date of booking the due payment for the product.
  16. Shipments are sent via DPD and InPost.
  17. In the case of ordering several items, they are generally packed together in one shipment.
  18. If the goods are to be sent by the Shop to the Customer who is a consumer, the danger of accidental loss or damage to the goods passes to the Customer at the moment of their delivery to the Customer.
  19. An invoice confirming the purchase is sent with the Product. 
  20. Each Customer registering and/or placing an order agrees to receive at the e-mail address provided by him/her information related to the course of the transaction and notifications of changes in these Terms and Conditions.

Retention of Your Personal Data

The Company will retain Your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of Our Service, or We are legally obligated to retain this data for longer time periods.

Right of withdrawal & complaints policy:

  1. Right of withdrawal (right of return):
    • Statutory Right of Return for Standard Products: If you are a consumer residing within the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. This applies to all standard, non-customized products purchased on our Website, including items labeled or purchased as a “Back Order” (standard items that were temporarily out of stock but manufactured according to our standard catalog designs).
    • The withdrawal period will expire 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.
    • Exclusion for Custom-Made and Personalized Orders In accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized.
    • Please note: If you place an order for a custom commission, a bespoke project, or an item featuring specific modifications tailored to your individual specifications, the sale is final. Once production of a customized order has been confirmed, it cannot be canceled, returned, exchanged, or refunded due to a change of mind.
  2. How to exercise your right of withdrawal
    1. To exercise the right of withdrawal for eligible standard products, you must inform us of your decision by an unequivocal statement. You can do this by: 
    2. Sending an email to: hello@oneitem.eu.
    3. Submitting a request via the electronic withdrawal/return function in your customer account dashboard.
    4. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 14-day period has expired.
  3. Effects of withdrawal & return Conditions: If you withdraw from this contract regarding an eligible standard product, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
    • refund timeline: We will process the refund without undue delay and no later than 14 days from the day on which we are informed about your decision to withdraw. However, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 
    • return shipping costs: You will have to bear the direct cost of returning the goods to our warehouse. 
    • condition of goods: You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (items must be returned unused, undamaged, and in their original packaging).
  4. Statutory compliance warranty independent of your 14-day right of withdrawal, all products sold on our Website (both standard products and custom projects) are covered by a legal warranty of conformity under European Union consumer law. We are under a legal duty to supply products that are in conformity with this contract.
  5. Reporting a complaint: If a product arrives damaged, suffers from a manufacturing defect, or does not match the specifications of your order, you have the right to file a formal complaint. To submit a complaint, please contact us at hello@oneitem.eu with the following details:
    • your Order Number and contact information.
    • a clear description of the defect, damage, or non-conformity. 
    • high-quality photographic or video evidence clearly showing the issue.
  6. Complaint resolution & remedies: Upon receiving your complaint, we will assess the issue and respond to you within 14 days. If the product is verified to be defective or non-conforming, you are entitled – free of charge – to one of the following remedies, in accordance with EU statutory rules:
    • Repair of the product, or replacement of the product with an identical, flawless item. If repair or replacement is impossible, disproportionate, or cannot be carried out within a reasonable timeframe, you may request: 
    • An appropriate price reduction (if you wish to keep the product), or a full refund and termination of the contract (upon returning the defective product at our expense).
    • This warranty does not cover defects or damage resulting from normal wear and tear, improper care, negligence, accidents, or unauthorized modifications made to the gear after delivery.

Final provisions and amendments to Terms and Conditions

  1. The Terms and Conditions enter into force on the date of publication on the Online Store website, replacing the previously existing Online Store terms and conditions.
  2. The contents of these Terms and Conditions may be recorded by printing, copying to a storage device, or downloading at any time from the Online Store websites.
  3. In matters not regulated by these Terms and Conditions, the provisions of the Polish law shall apply, including in particular Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827) and the Civil Code.
  4. All orders accepted by the Store prior to the day of amendment to the Terms and Conditions shall be processed pursuant to the Terms and Conditions in force at the date of placing the order by the Customer.
  5. If at any time any provision of these Terms is or becomes illegal, void or invalid for any reason whatsoever, such invalidity shall not affect the validity of the remainder of these Terms and Conditions and such invalid provision shall be replaced by another provision which, being valid in all respects, shall have an effect as close as possible to that of the replaced provision.

Contact Us

If you have any questions about this Terms and Conditions, you can contact us:

  • by email: hello@oneitem.eu