Return & Exchange
After you received your items, during 14 days, you may request the exchange or refund of items, which you must return to us in perfect condition. Returns will only be accepted if labels and original packaging are fully intact. O1O.STORE cannot accept returns where labels have been removed.
Furthermore, and due to health and hygiene reasons, request of returning the swimwear and underwear is unavailable. If such product’s packaging has been opened, meaning that the packaging seals are broken.
For custom made items refunds and exchanges are not available. For this reason please double and triple check the information you provide for each order. If an error is made on our part we will replace the item as soon as possible;
For non custom made products can be returned or exchanged within 14 days after received. A new product may be exchanged for another product or returned for a refund.
Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.
You are responsible for the shipping of returned items back to O1O.STORE. Items lost in transportation will not be compensated for.
O1O.STORE will not charge additional shipping on exchanges. Refunds for returned merchandise will be made within two weeks of the return of the product, to the original purchaser’s payment method. Note that additional duties and/or taxes will not be refunded. For countries within the EU, VAT will be included in the refund. All exchanges are subject to availability.
Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items can be made within the 30-day period following delivery.
For exchanges and returns, please send an email to firstname.lastname@example.org.
How to return
Please descibe clearly the questions and contact our customer service email@example.com at first, and then we will give you the solution:
- If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.
- Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when O1O is responsible for shipping the wrong item/ size.
- Incorrect order(size of item)
If the customer has ordered an incorrect size or product, we can also allow a return. If the customer chooses a refund, we will refund the original product price.
Note: The customized handmade products once placed the order, it can’t be returned.
- Unwanted item
If the customer decides that they no longer want the item or simply want to exchange the item, they can report this to us within 30 days of receiving the product for a partial refund of the product cost.
To be eligible for a return, please make sure that:
- The product is in its original packaging
- The product isn't used or damaged
Products that do not meet these criteria will not be considered for return.
Please email firstname.lastname@example.org before the return, we'll provide you our return address. We do not accept the return package without contacting .
Please send the product along with the product list which includes Order Number, product SKU. Return tracking No. is required; we will deal with the product exchange or refund after we get your returning parcel.