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FAQ

FAQ

PAYMENT

 

What forms of payment do you accept?

We accept all major credit cards including Visa, MasterCard and American Express (AMEX) as well as Apple Pay and PayPal. You can even pay later by using KLARNA. 

If you have a PayPal or Apple Pay account, you can benefit from an express checkout.

 

Why is my credit card payment not being processed?

 There are several reasons why your credit card payment may have been declined. However, these are the most common:

  • You are trying to ship to an address outside of the countries we ship to. Please check our List of Countries we ship to.
  • You may have entered an incorrect address, incorrect postcode, or an address that is not directly associated with the credit card you are trying to use. You may have misspelled your address, or put your address information on the incorrect line. Please ensure you have checked your billing information in full to check it is 100% accurate.
  • You may have entered your credit card information incorrectly. Please be sure to double check the information and ensure it has been entered accurately.
  • The limit on your card possibly has been exceeded due to other purchases previously completed. Please contact your credit card provider or bank to extend the limit should this be the case.

 

How should I proceed if my payment is declined?

If your online payment has been declined, we recommend that you contact your bank directly. For any other questions, please do not hesitate to contact us at shop@oneness-cosmetics.com

 

Am I able to place an order by using a bank card that is not my own?

You can place an order with a credit card which is not your own, provided you have the authorization of the person that owns the card to do so. In these cases, please indicate the billing address associated with the card being used, and ensure that the shipping address is entered correctly.

 

When will I get my refund?

Once we receive your return, please allow up to 5 business days for it to be processed. Please be aware that there may be an additional waiting period from your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We will send you an email when we have processed your refund so you know it’s on the way.

 

ORDERS 

 

What’s the status of my order?

Once you have received your shipping confirmation email you can click on the tracking link and see the status of your delivery. It may take up to 24 hours for tracking updates to appear.

You can also sign into your account on our Webpage and check the order status from there.

If you have any questions about the status of your order, you can also email us at shop@oneness-cosmetics.com

 

My order has been finalized, but I have yet to receive the order summary. What should I do?

It might be that the order confirmation mail did not reach you due to the email being blocked by a spam software or a typo in the email address.

You can always sign into your account on our Webpage and check the order status from there. This is the easiest and fastest way to get the most current information regarding your orders.

Please note: some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

In any case you can always email us at shop@oneness-cosmetics.com

 

My package is lost!

If your package has been lost in transit, please email us at shop@oneness-cosmetics.com

If an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

 

Is it necessary to register an online account in order to purchase products?

Orders can be placed without having registered for a personal account. However, we recommend registering due to the various benefits this provides to you. Placing an order via a registered account allows orders to be tracked and order history to be viewed, as well as swift future orders which will not require the re-entering of personal details.

 

Am I able to change my shipping address once an order has been placed?

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately at shop@oneness-cosmetics.com

Kindly bear in mind that orders are fulfilled in a timely manner and may have already shipped.

 

Am I able to cancel my order?

Should you wish to cancel your order once it has been submitted via our website, please feel free to contact us immediately at shop@oneness-cosmetics.com

Kindly bear in mind that orders are fulfilled in a timely manner and may have already shipped.

 

How do I apply my discount code?

Simply enter your discount code at checkout ensuring that the code is entered as received, with no additional space or character.

 

Is there a set limit to the number of products I can purchase online?

You may order as much as you like, the total number of articles is presently not limited.

 

How can I alter an order that has just been placed?

Should you wish to alter your order once it has been submitted via our website, please feel free to contact us immediately at shop@oneness-cosmetics.com

Kindly bear in mind that orders are fulfilled in a timely manner and may have already shipped.

 

How long does an online order take to process?

Orders are processed within two business days. If you have chosen express shipping, your order will be processed and shipped the same business day if received by 11:00 AM.

Once an order is shipped, they take approximately 3-4 business days based on the destination. Delivery to remote areas might result in a longer shipping time.

 

Will I receive a receipt for my online purchase?

For every order you will receive an order confirmation and receipt by email. Should you wish to obtain a duplicate receipt, please contact us at shop@oneness-cosmetics.com

 

What should I do if there is an error with my received order, or if I receive the wrong products?

Please accept our apologies for any inconvenience caused by an incorrect order. We invite you to read our Return Policy for further details on how to rectify your order or to contact us directly at shop@oneness-cosmetics.com

 

What is your return policy?

We offer a 14-days return policy, which means you have 14 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, unopened, unused and with unbroken tamper seals or shrink wrap in the original packaging.

To start a return, you can contact us at shop@oneness-cosmetics.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 cannot be accepted. The shipping costs of the return have to be paid by yourself.

Once we receive your return, please allow up to 5 business days for it to be processed. Please be aware that there may be an additional waiting period from your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

You can always contact us for any questions at shop@oneness-cosmetics.com

 

SHIPPING

 

What is the average time taken to ship an order?

Orders are processed within two business days. If you have chosen express shipping, your order will be processed and shipped the same business day if received by 11:00 AM.

Once an order is shipped, they take approximately 3-4 business days based on the destination. Delivery to remote areas might result in a longer shipping time.

 

To which countries are you shipping to?

We offer free premium shipping for all orders in the following countries:

  • Austria
  • Belgium
  • Cyprus
  • Denmark
  • Finland
  • France
  • Germany
  • Greece
  • Ireland
  • Italy
  • Liechtenstein (all shipments are DDU (Delivered Duty Unpaid))
  • Luxembourg
  • Malta
  • Netherlands
  • Portugal
  • Spain
  • Sweden
  • Switzerland (all shipments are DDU (Delivered Duty Unpaid))
  • UK (we are only accepting orders of 160 and above. All shipments are DDU (Delivered Duty Unpaid))

 

Do you ship to P.O. Boxes?

Regrettably, we are currently unable to ship products to P.O. Boxes or APO/FPO Boxes. For further information, please visit our Shipping Policy.

 

What are your shipping rates?

We currently offer complimentary standard shipping for all orders, or express shipping with accelerated processing time at a flat rate of € 15,00.

For more information, please visit our Shipping Policy.

 

GENERAL 

 

What do I need for optimum browsing when visiting your website?

In order to ensure an optimum browsing experience we recommend that you use the most recent generation of your chosen browser. We cannot guarantee that all site features will function correctly for clients visiting the website via an older version of their browser. Please note that your browser must be enabled to accept cookies, and should also be SSL compatible with standard browsing mode enabled.

 

I am unable to find the answer I am looking for. What should I do?

Should you find yourself with any questions or queries left unanswered by our FAQs, please do not hesitate to get in touch with us at shop@oneness-cosmetics.com

 

How can I contact you should I have further enquiries?

Should you wish to get in touch with any question you might have please email us at shop@oneness-cosmetics.com

 

How can I subscribe or unsubscribe to your newsletter?

Should you wish to subscribe to our newsletter, please complete the subscription form at the bottom of the main page of our Webpage.

To unsubscribe from our newsletter, simply click on the relevant link found at the bottom of each newsletter.