Shipping policy

1) Always Free Shipping

Shipping is always 100% free, with no additional shipping cost to the customer, for all countries and regions currently served by The One Store.

We currently serve customers in the following countries and regions:

  • Brazil
  • United States
  • Canada
  • Australia
  • New Zealand
  • United Kingdom
  • Singapore
  • Japan
  • South Korea
  • Denmark
  • Poland
  • Norway
  • Sweden
  • Switzerland
  • European Union countries currently enabled in our store

Denmark, Poland, and Sweden are European Union member states but may be listed separately because they are currently enabled as specific markets in our store.

2) Product origin and shipping method

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

The exact shipping route, origin fulfilment centre, and carrier may vary depending on the product, supplier, stock availability, destination country, and logistics network used for the order.

3) Order processing and tracking

After payment confirmation, the order enters the picking, preparation, and dispatch process. 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, especially during movement between countries, logistics screening, customs processing, handover between carriers, and local delivery processing.

4) Estimated delivery times by country or region

The delivery times below are average estimates and may vary due to factors beyond our control, such as customs inspection, local carrier delays, high-demand periods, weather conditions, strikes, public holidays, customs procedures, import clearance, and other logistics-related events.

Based on the current estimates observed at this time, the average delivery times are:

  • United States: 7 to 12 calendar days
  • Canada: 7 to 12 calendar days
  • Australia: 7 to 12 calendar days
  • New Zealand: 7 to 12 calendar days
  • United Kingdom: 7 to 12 calendar days
  • Singapore: 7 to 12 calendar days
  • Japan: 7 to 12 calendar days
  • South Korea: 7 to 12 calendar days
  • Denmark: 7 to 15 calendar days
  • Poland: 7 to 15 calendar days
  • Sweden: 7 to 15 calendar days
  • Norway: 8 to 18 calendar days
  • Switzerland: 8 to 18 calendar days
  • Brazil: 22 to 30 calendar days
  • European Union countries currently enabled in our store: 7 to 15 calendar days

Note: some products may have different delivery times within the same country or region, depending on the supplier, stock availability, the origin fulfilment centre, the destination address, customs processing, and the carrier responsible. The final delivery time shown on the product page or at checkout will always be the most up to date estimate for that item.

5) Orders with more than one item

For orders containing two or more products, the items may be shipped separately, in different parcels, with different tracking codes.

This may happen when products are supplied from different fulfilment centres, manufacturers, suppliers, or warehouses. Separate shipments do not mean that any item is missing from the order.

6) Delivery attempt and collection

Delivery may be carried out by local postal services, couriers, or logistics partners, depending on the destination country and the type of shipment.

If the recipient is absent, there is a delivery restriction in the area, the address requires additional confirmation, or any other similar situation occurs, a delivery notice or collection notice may be issued for parcel pick-up at a local post office, parcel point, carrier depot, collection point, reception, concierge, or local unit, according to the rules of the carrier or postal service responsible.

The customer is responsible for following carrier instructions, responding to delivery notices, and collecting the parcel within the time frame established by the local carrier or postal service.

7) Address: please check carefully

To ensure correct delivery within the estimated time frame, it is essential that the customer carefully checks the information provided at the time of purchase.

  • Please verify your full name, house or unit number, address line details, suburb, city, postcode, state or province, country, and contact information before finalising the order.
  • For countries that require additional local address details, the customer must provide all information necessary for successful delivery.
  • After 24 hours from purchase, we do not guarantee address changes, as the order may already be in the logistics processing stage.
  • If the order is returned, lost, delayed, abandoned, destroyed, refused, or becomes undeliverable due to an incorrect, incomplete, invalid, outdated, or insufficient address, the 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, incomplete, invalid, outdated, or insufficient address information provided by the customer.

8) Cancellation

After 24 hours from purchase confirmation, we cannot guarantee that the order can be cancelled, as the preparation, customisation, fulfilment, and shipping process may already have started.

If you need to request a cancellation, please contact us as soon as possible. We will do our best to assist, but once the order has entered processing, packing, customisation, engraving, dispatch, or shipment, cancellation may no longer be possible.

This clause does not affect any mandatory cancellation, withdrawal, cooling-off, refund, or consumer rights that may apply under the laws of the destination country.

9) Customs charges: we cover the costs

If there is any customs charge in the destination country, including import taxes, duties, customs clearance fees, import processing 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. To avoid delays in delivery, pay the required charge for the release of the parcel, where applicable.
  2. Send us, within 48 hours of payment:
    • the proof of payment or receipt of the charge;
    • the official notice, invoice, tax document, customs document, or proof of the fee, where available;
    • the order number;
    • the tracking number, where available.
  3. After validating the information, we will issue a full refund of the eligible customs charge amount paid.

Important: this coverage applies exclusively to eligible customs charges and import clearance costs directly related to the release of the parcel. It does not cover expenses caused by address errors, recipient absence, refusal of delivery, missed collection deadlines, storage fees caused by customer delay, attempted fraud, inconsistent information provided in the order, 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, ignores carrier instructions, or does not respond to customs or delivery requests within the required time frame, the parcel may be returned, abandoned, destroyed, or become unrecoverable according to the rules of the carrier, postal service, or customs authority.

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

11) Reshipment

If it is necessary to reship the order for any reason, a new delivery period will apply, counted from the new posting date.

Reshipment may be offered where appropriate, depending on the circumstances, carrier confirmation, tracking information, product availability, and applicable consumer law.

If reshipment is required due to an incorrect address, failed collection, refusal of delivery, or another issue caused by the customer, additional shipping or processing costs may apply, where permitted by law.

12) Delays outside our control

Although we work with reliable fulfilment and logistics partners, some delays may occur due to circumstances outside our control, including but not limited to:

  • customs inspection or import clearance procedures;
  • carrier delays or route disruptions;
  • public holidays in the origin or destination country;
  • weather events, natural disasters, or transport disruptions;
  • strikes, operational restrictions, or local delivery issues;
  • incorrect or incomplete delivery information;
  • high-demand periods, seasonal peaks, or international logistics congestion.

In case of a significant delay, please contact us so we can review the tracking information and assist with the investigation where possible.

13) Delivered but not received

If the tracking information shows that 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, reception, parcel lockers, safe places, building management, local post offices, collection points, or the carrier responsible for delivery.

Cases of delivered-but-not-received parcels are assessed individually based on carrier confirmation, tracking information, delivery evidence, proof of delivery, destination address, and any supporting information available.

14) Customer support

For questions about delivery times, tracking, delivery, customs charges, or shipping issues, please contact our team:

Email: suporte@theonestore.com.br

By placing an order with The One Store, the customer declares that they agree to this Shipping and Delivery Policy, without prejudice to any mandatory consumer rights that may apply in the destination country.