Refund policy

Last updated: 31/03/2023.


Our customer service can be reached at the e-mail address hello@oneitalia.shop.


Customer service hours (CET)

  • 
Monday to Friday - [9am-5pm]
  • Saturday and Sunday - [Closed]


Returns and exchange guidelines

Here at One Italia we understand that shopping for clothes online can be tricky as you're not able to try the product on. That's why we have created a simple and easy returns and exchange policy that allows you to get a full refund or exchange for any products that you're not completely satisfied with.

  • If for any reason you are not happy with your purchase, please contact us at hello@oneitalia.shop and we will help you with the return and refund procedure. To see our complete store policy, please refer to our Terms of Service.
  • All scenarios are handled on a case by case basis and we will always do our best to help you resolve your issue with the product. As for any mistake made on our part, we will cover all costs to fix it. For product that is damaged or defective, please notify us within 7 days of receiving the order or the order will not be eligible for replacement.
  • Items must be returned in new conditions, tags intact and not worn. Items returned damaged due to poor packing will not be accepted under any circumstances.
  • Discounted bundles and product deals will not be eligible for exchange or return.
  • Discounted orders are eligible for exchange only within 30 days of purchase.
  • Discounted orders are not eligible for refunds.


Required paperwork

All orders must be returned with the following information:

  • Full name.
  • Order number.
  • Items wanted in exchange with sizing.
  • Any other information that might be requested by the One Italia customer service representative at the moment of initiating the return procedure.


Return address

The return address for your order can be found inside the package or on the label of the package itself. Multiple fulfillment centers are used by One Italia so your return address depends on your region and which fulfillment center shipped your package.


Shipping and delivery

Standard orders are processed once credit card authorization and verification have been obtained.

Orders are shipped by our print-on-demand supplier, Printful. Please read our Shipping Policy for more detailed information on our shipping practices.


Changes in your order status

Occasionally, high demand causes us to run out of certain items. If we don’t have an item that you have ordered in stock, we’ll notify you by e-mail immediately. Sometimes, an item is out of stock and not expected to come back in stock, so we must cancel the item. In this case, if you paid with a credit card, we will refund you for the item or any taxes, shipping or handling charges.


Privacy and security

We do not share your personal information. We collect your information in order to serve you in the future. Please send us an e-mail if you prefer not to have One Italia collect your information.


Promotions and discounts

Discounts and promotions can not be double applied. If an item is already discounted, additional promotions and discounts will not be eligible to be used. The greater of the two discounts will be utilized.


Placing an order

You will have a chance to verify the information in checkout and, if no changes are necessary, proceed to “Place Order”. You will also receive an e-mail confirming that your order has been received within approximately 24 hours. We will send you another e-mail to notify you when your order has been shipped and that we’ve charged your credit card.