Shipping and Delivery Policy
1) Always Free Shipping
Shipping is always 100% free, with no additional cost to the customer, for all locations served by The One Store.
We currently serve customers in several countries, including the United States, Australia, Brazil, Portugal, Spain, Canada, New Zealand, and the United Kingdom.
2) Product origin and shipping method
Our products are shipped directly from our international distribution centres and manufacturers. For this reason, orders are treated as international shipments and may go through logistics screening and customs inspection procedures according to the rules of the destination country.
3) Order processing and tracking
After payment confirmation, the order enters the picking, preparation, and dispatch process. The tracking code is 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, and customs processing.
4) Estimated delivery times by country
The delivery times below are average estimates and may vary due to factors beyond our control, such as customs inspection, local carriers, high-demand periods, weather conditions, strikes, public holidays, and other logistics-related events.
Based on the current estimates observed at this time, the average delivery times are:
- United States: 7 to 13 calendar days
- Australia: 7 to 12 calendar days
- United Kingdom: 7 to 11 calendar days
- Brazil: 22 to 30 calendar days
- New Zealand: 9 to 12 calendar days
- Canada: 8 to 14 calendar days
- Portugal: 9 to 14 calendar days
- Spain: 12 to 15 calendar days
Note: some products may have different delivery times within the same country, depending on the supplier, stock availability, the origin fulfilment centre, and the carrier responsible. The final delivery time 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
For orders containing two or more products, the items may be shipped separately, in different parcels, with different tracking codes.
6) Delivery attempt and collection
Delivery may be carried out by local postal services 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, or any other similar situation occurs, a collection notice may be issued for parcel pick-up at a local unit, according to the rules of the carrier or postal service responsible.
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, number, address line details, suburb, city, postcode, and contact information before finalising the order.
- 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 due to an incorrect, incomplete, invalid, or insufficient address, the responsibility will lie with the buyer, and no refund will be issued.
8) Cancellation
After 24 hours from purchase confirmation, it will no longer be possible to cancel the order, as the preparation and shipping process may already have started.
9) Customs charges: we cover the costs
If there is any customs charge in the destination country (including taxes, fees, duties, customs clearance charges, or similar costs), The One Store will cover these amounts in full.
What to do if your order is charged:
- To avoid delays in delivery, pay the required charge for the release of the parcel, where applicable.
- Send us, within 48 hours of payment:
- the proof of payment or receipt of the charge;
- the document, official notice, or proof of the fee, where available;
- the order number.
- After validating the information, we will issue a full refund of the amount paid for the customs charge.
Important: this coverage applies exclusively to customs charges and import clearance costs. It does not cover expenses caused by address errors, recipient absence, refusal of delivery, attempted fraud, or inconsistent information provided in the order.
10) Reshipment
If it is necessary to reship the order for any reason, a new delivery period will apply, counted from the new posting date.
11) Customer support
For questions about delivery times, tracking, delivery, or customs charges, 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.
