Refund policy

Return Policy

Overview

We want you to feel confident shopping with us. If something isn’t right, we’re here to help. Please read the information below to understand how returns work for our store. You can always contact us for any return questions at info@one5.store.

1. Eligibility for Returns

You may request a return if:

  • The item arrived damaged or faulty
  • You received the wrong item
  • The item does not match its description

Unfortunately, we cannot accept returns on sale items or gift cards.

Please note: Because we work with multiple suppliers, return conditions may vary depending on the product. We will always guide you through the correct process for your specific item.

2. How to Request a Return

To start a return, please contact us within 14 days of receiving your order.

Include:

  • Your order number
  • The product name
  • A brief explanation of the issue
  • Photos or videos if the item is damaged or faulty

We will contact the supplier and provide you with the correct return instructions.

3. Return Shipping

If your return is approved:

  • You will receive the supplier’s return address and full instructions.
  • Unless the item is faulty or incorrect, return postage is the customer’s responsibility.
  • Items must be returned unused, in original condition and packaging.

The items must be well packaged and returned directly to the supplier.

4. Refunds

Refunds are issued once:

  1. The supplier confirms the item has been received, and
  2. The return has been approved

Once confirmed, we will process your refund via your original payment method (e.g., PayPal, credit/debit card).

Refund times may vary depending on your bank or payment provider.

5. Non‑Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

  • Skincare, cosmetics, and beauty items
  • Hair accessories
  • Health and wellness products
  • Personal care items

If you’re unsure about a product, please contact us before purchasing.

6. Order Cancellations

Orders can only be cancelled before they are processed or shipped by the supplier.
If the item has already been dispatched, the order cannot be cancelled.

7. Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 48 hours
  • Provide photos/videos of the issue
  • We will arrange a replacement or refund with the supplier as quickly as possible

8. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

9. European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without any justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Need Help?

If you have any questions regarding returns, refunds, or an existing order, please contact our customer support. We’re always happy to assist.