Shipping policy
Where can I track my item(s)?
Most items are sent tracked. You should receive your tracking information once your order has been dispatched. Please contact us if you have not received it.
Why have I not received my item(s)?
Shipping may take anywhere between 10-30 working days or even longer, depending on your location and the opening hours of your local post office.
Note: The Item Guarantee Period (IGP) lasts 50 business days and the buyer is eligible for a reshipment of order made should they have yet to receive anything by then.
***The IGP is effective on the date of you receiving your shipping confirmation email
Who delivers my item(s)?
Your items are delivered by our fulfillment center and will usually reach you via your local postal service in your location.
What time are deliveries usually made?
Items are delivered depending on the local postal system and are usually during business hours/weekday. (Monday to Friday, 9:00 a.m.to 5:00 p.m.)
What happens if no one is at home?
Not to worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!
Where do you ship from?
We currently ship from warehouses on several continents. Because of COVID-19, sometimes our items take a little longer to reach you.
I messed up my delivery address, what do I do?
Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.
Note: Upon completion of purchase, buyers are eligible for a two hour Change of Mind Period and it is crucial that you reach out to us then or else we will not be able to make any changes to your order!
What about my billing address?
Billing addresses are currently non editable to prevent and minimize fraud from happening. Please note that all details entered and submitted to us are final.
Change of address after receiving confirmation of shipping
Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.
Return policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at support@onepeopleonehope.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@onepeopleonehope.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.