Exchanges and Returns

At ONE we prioritize customer satisfaction as a sacred totem. We also know that sometimes purchases may not meet one's expectations.
That's why we have a flexible return policy designed to make the process as simple and convenient as possible.

  • How can I return an order?

    The law grants consumers the right of withdrawal, which means you can return your items within 14 days. We believe you won't regret it, so if you are not entirely satisfied, you can return your item within 30 consecutive days after receiving the order.

    To initiate the return process please select this option on your Client Area on our website.


    Below is a step-by-step guide to complete the return process:

    1. Enter the ONE website
    2. Hover over the icon of your profile in the top left corner
    3. Click on 'My Account'
    4. Click on 'My Orders'
    5. Choose the order and click to open
    6. Below, click on 'Return / Exchange'
    7. Click on 'Return'
    8. Choose the reason for the return
    9. Select the returning method
    10. Choose how you want to receive the refund
    11. Click on 'Finish'

    Subsequently, you must send your order to be reviewed by our technical support department. Items should always be returned in the original packaging and with all accessories.

    Only items in perfect condition, without any damage or signs of use, will be accepted. After a successful product validation we will proceed with the refund to the selected method.


    Along with your order we also send a plastic envelope and a label. Simply place the item, original accessories, and the corresponding invoice inside this envelope and deliver it to the counter of a DPD "Pick-Up" point to be sent to us at no cost.


    If you no longer have the envelope you can send it directly to our address:

    Attn: ONE Customer Support
    Rua das Amoreiras 56
    1250-024 Lisbon


  • Can I return my items at a ONE official store? (Only in Portugal)

    Currently items purchased in the online store cannot be returned to official ONE physical stores.

    To initiate the return of your online-purchased items, please follow the steps outlined in the previous section.

  • How can I exchange an item?

    It is possible to exchange an item within a maximum period of 30 consecutive days after receiving the order.

    Our exchange process applies solely to size or color exchanges of the same item.


    For example, if you purchased a ring and the size is incorrect, please follow the steps below to complete the ring exchange process on the website.

    1. Log in to the ONE website
    2. Hover over the icon of your profile in the top left corner
    3. Click on 'My Account'
    4. Click on 'My Orders'
    5. Choose the order and click on it
    6. Below, click on 'Return / Exchange'
    7. Click on 'Exchange'
    8. Choose the correct colors or sizes


    For all other cases where you wish to make an exchange, you can send the item to be reviewed by our technical support department. Items should always be returned in the original packaging and with all accessories. Only items in perfect condition, without any damage or signs of use, will be accepted.

    After successful validation of the item, our logistics warehouse will proceed to send the new item to the indicated address.

    Along with your order, a plastic envelope and a label were included. Simply place the item, original accessories, and the corresponding invoice inside this envelope and deliver it to the counter of a DPD 'Pick-Up' point to be sent to us at no cost.


    If you no longer have the envelope, you can send it directly to our address:

    Attn: ONE Customer Support
    Rua das Amoreiras 56
    1250-024 Lisboa


  • Can I personally exchange items at a ONE official store? (Only in Portugal)

    If you have purchased a product through our website — and happen to be in Portugal - you can exchange it only at our official ONE stores.
    Currently we have 4 physical stores where you can make exchanges:
    • ONE Store Braga Parque
      Quinta dos Congregados, 4710-427, Braga

    Braga Parque - Store No. 2125, 2nd floor
    Monday to Sunday from 10am to 11pm


    • ONE Store Oeiras Parque
      Av. António Bernardo Cabral de Macedo, 2770-219, Paço de Arcos

    Oeiras Parque - Store 2026, 2nd floor
    Monday to Sunday from 10am to 11pm


    • ONE Store Norteshopping
      R. Sara Afonso, 4460-841, Senhora Da Hora

    Norteshopping - Ground floor
    Monday to Sunday from 10am to 11pm


    • ONE CascaiShopping Kiosk
      Estrada Nacional 9, 2645-543 Cascais

    CascaiShopping - Ground floor
    Monday to Sunday from 10am to 11pm




  • Do I need to pay to return my order?

    Changing your mind is normal; it happens. If you decide to return a product purchased from our online store, you can do so at no additional cost.

    Along with your order there were a plastic envelope and a label. Simply place the item, original accessories, and the corresponding invoice inside this envelope and deliver it to the counter of a DPD 'Pick-Up' point so that it can be sent directly to us.

    You should keep this label and envelope during the warranty period of your items; otherwise, you will be responsible for the return cost.

  • Duration of Warranty

    We made some changes on our warranty duration and starting from January 1, 2022, all items sold by ONE come with a warranty period of 3 years.

    Items sold previously to that date have a 2-year warranty.

  • How do I get my refund?

    Changing your mind is normal, it happens, and we want to ensure that you receive your refund as quickly as possible!

    Payment refunds are processed within a maximum of 30 days from the date we receive the item for analysis by our technical support department.

    We have two methods for processing the refund:

    1. The refund is made directly through the same payment method 
    2. Alternatively, it can be done by issuing a payment voucher, which is made available in your profile to be used for a discount on your next ONE purchase
    Note: The refund excludes shipping costs.

  • Can I track my refund process?

    After initiating the return process through our website, you will receive a confirmation email at the address associated with your account.

    Simultaneously all information regarding the return of your order will be updated in your customer area. Just log in and track the progress.


    However, if you have any doubts or need further clarification, you can always contact our Customer Support team via email at: Info@OneWatchCompany.com

  • How can I cancel my return?

    To cancel the return process for your order, you should send an email to our Customer Support service - Info@OneWatchCompany.com - indicating the order reference, which you can find on the invoice, in the customer area, or in the payment confirmation email.
    From there, the process will be handled directly by us.

  • Please don't accept any order that is not properly sealed.

    If you accept to receive a package that is not properly sealed, we cannot be held responsible for the condition of the product inside.
    If you receive a properly sealed package, and the product inside does not match the order, has any defects, or is damaged, please contact our Customer Support via email at info@onewatchcompany.com so that we can promptly address the situation.