Πολιτική αποστολής

1) Always Free Shipping

Shipping is always 100% free for all countries and regions currently served by The One Store. No additional shipping cost is charged at checkout.

We currently ship to:

  • Americas: Brazil, United States, Canada, Mexico, Chile, Costa Rica, Uruguay
  • Oceania: Australia, New Zealand
  • Asia: Japan, Singapore
  • United Kingdom
  • Switzerland
  • Norway
  • European Union: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden

2) Product origin and shipping method

Our products are shipped directly from our international distribution centres, fulfilment partners, and manufacturers. Orders are treated as international shipments and may go through logistics screening, export and import processing, and customs inspection according to the rules of the destination country.

The exact shipping route, fulfilment centre, and carrier may vary depending on the product, supplier, stock availability, and destination.

3) Order processing and tracking

After payment confirmation, the order enters picking, preparation, and dispatch. The tracking code is usually sent to the customer's email within 5 business days after payment confirmation.

Important: for international shipments, tracking may take a few days to show consistent updates during customs processing and carrier handovers.

4) Estimated delivery times

The delivery times below are average estimates and may vary due to customs inspection, local carrier delays, high-demand periods, weather, strikes, holidays, and other logistics events.

  • United States, Canada, Australia, New Zealand, United Kingdom, Singapore, Japan: 7 to 12 calendar days
  • European Union (all listed countries), Denmark, Poland, Sweden, Hungary, Romania, Czechia: 7 to 15 calendar days
  • Norway, Switzerland: 8 to 18 calendar days
  • Brazil: 22 to 30 calendar days
  • Mexico: 12 to 25 calendar days
  • Chile, Costa Rica: 18 to 35 calendar days
  • Uruguay: 22 to 40 calendar days

Note: some products may have different delivery times within the same country depending on the supplier and origin fulfilment centre. The estimate shown on the product page or at checkout will always be the most up-to-date for that item.

5) Orders with more than one item

Orders containing two or more products may be shipped separately, in different parcels, with different tracking codes. This may occur when products are dispatched from different fulfilment centres or suppliers. Separate shipments do not mean that any item is missing from the order.

6) Delivery attempt and collection

Delivery is performed by local postal services, couriers, or logistics partners. If the recipient is absent or the address requires additional confirmation, a delivery or collection notice may be issued for pick-up at a post office, parcel point, carrier depot, concierge, or local unit, according to the rules of the carrier.

The customer is responsible for following carrier instructions, responding to delivery notices, and collecting the parcel within the carrier's deadline.

7) Address: please check carefully

  • Verify your full name, address details, postcode, city, state/province, country, and contact information before finalising the order.
  • After 24 hours from purchase, address changes are not guaranteed, as the order may already be in logistics processing.
  • If the order is returned, lost, delayed, abandoned, destroyed, refused, or becomes undeliverable due to an incorrect, incomplete, invalid, outdated, or insufficient address, responsibility will lie with the buyer to the extent permitted by law.

Where permitted by applicable law, no refund will be issued if delivery failure is caused by incorrect or insufficient address information provided by the customer.

8) Cancellation

After 24 hours from purchase confirmation, cancellation cannot be guaranteed, as preparation, customisation, fulfilment, and shipping may already have started.

This clause does not affect any mandatory cancellation, withdrawal, or cooling-off rights that may apply under the consumer laws of the destination country (see Refund & Returns Policy).

9) Customs charges: we cover the costs

If any customs charge applies in the destination country — including import taxes, duties, customs clearance fees, or similar official charges directly related to the release of the parcel — The One Store will cover these amounts in full, subject to the conditions below.

What to do if your order is charged:

  1. Pay the required charge to release the parcel, to avoid delivery delays.
  2. Send us, within 48 hours of payment:
    • the proof of payment or receipt;
    • the official customs/tax document, where available;
    • the order number;
    • the tracking number.
  3. After validation, we will issue a full refund of the eligible customs charge.

Important: coverage applies exclusively to eligible customs and import clearance costs. It does not cover charges caused by address errors, recipient absence, refused delivery, missed collection deadlines, storage fees, attempted fraud, carrier redelivery fees, bank fees, currency conversion charges, or any charge not directly related to customs clearance.

10) Refused delivery or failure to collect

If the customer refuses delivery, fails to collect the parcel, or does not respond to carrier or customs requests within the required time, the parcel may be returned, abandoned, or destroyed according to the rules of the carrier or customs authority.

Where permitted by applicable law, The One Store is not responsible for losses, return charges, storage fees, or non-delivery caused by refusal of delivery, failure to collect, or failure to follow carrier instructions.

11) Reshipment

If reshipment is necessary, a new delivery period applies, counted from the new posting date. Reshipment may be offered depending on circumstances, carrier confirmation, product availability, and applicable consumer law. If reshipment is required due to incorrect address, failed collection, or refusal of delivery, additional shipping or processing costs may apply, where permitted by law.

12) Delays outside our control

Although we work with reliable partners, delays may occur due to customs inspection, carrier delays, holidays, weather, strikes, incorrect address information, and high-demand periods. In case of significant delay, please contact us so we can review the tracking and assist.

13) Delivered but not received

If tracking shows the order was delivered but you did not receive it, please contact us promptly. We may ask you to check with household members, neighbours, concierge, parcel lockers, safe places, or the carrier. Cases are assessed individually based on carrier confirmation, tracking, and proof of delivery.

14) Customer support

Email: suporte@theonestore.com.br

By placing an order with The One Store, the customer agrees to this Shipping and Delivery Policy, without prejudice to any mandatory consumer rights in the destination country.