Exchanges and Returns

  • If you are not satisfied with the products purchased in our online store, you can return them within 30 days of receiving the order.

    To exercise this right, you must notify us of your decision by mail to Rua das Amoreiras, 56, R/CH, 1250-024 Lisbon or by email to Products to be exchanged/returned must be sent to the above address, accompanied by proof of purchase (invoice) and properly packaged in the One package, without any sign of use. Upon receipt of the product, it will be checked by the technical assistance team, if everything is in compliance, we will follow up the process. If the product presents any nonconformity that is not in accordance with the conditions described above, our customer support team will contact the customer to report the problem.
  • You must never accept to receive an order that is not properly sealed.

    If you accept to receive an order that is not properly sealed, One is not responsible for the condition of the product inside. If you receive an order properly sealed and the product inside does not correspond to what was ordered, is defective, or is damaged, you should contact our Customer Support via the email so that we can immediately deal with yours. case.
    • Currently, it is not possible to return or exchange products purchased on our website in physical stores: whether they are owned stores or authorized resellers.

      If you decide to return a product purchased on our website, we will refund your payments, including normal shipping costs, to the delivery address you have indicated. You only have to pay the shipping costs to our address.

      All orders submitted between the 1st of November 2020 and the 24th of December 2020 have an exchange period extended to January 31, 2021 due to the state of emergency that is again in force in national territory due to the COVID19 pandemic. For all orders placed on dates before or after those mentioned above, the legal deadlines in force must be considered for return and/or exchange.

      Refunds are made using the IBAN indicated by the customer, up to 14 working days after the date of receipt and verification of the product at the address indicated above. If by the end of the 14 working days we have not received the products or proof that you sent them, the period may be extended.