Refund & Returns Policy – One Clothes
Store Policy

Refund & Returns Policy

Our complete policy on returns, refunds, cancellations, and exchanges — all in one clear page so you know exactly what to expect.

At a Glance

Return Window 30 days from delivery
Cancellation Window Within 2 hours of placing order
Cancellation Fee 10% of order total
Refund Method Original payment method
Refund Processing 2 business days after inspection
Return Shipping Paid by customer
Exchanges Case-by-case (contact support)

Return Window

You may request a return within 30 days of your order being delivered. The delivery date is determined by the tracking confirmation from your shipping carrier (USPS or FedEx).

After 30 days from delivery, your order is considered accepted and we are unable to process a return or issue a refund.

To start a return, you must contact us before shipping anything back. Returns sent without prior authorization cannot be accepted, and we cannot guarantee a refund for unauthorized returns.

Eligible Reasons for Return

We accept returns and issue full refunds when your order meets any of the following conditions:

The product arrived damaged (torn, stained, or visibly defective).
The product arrived broken or shattered (for items with hardware, zippers, buttons, etc.).
The design does not match what was shown on the product page at the time of purchase.
The size does not match what you ordered (not what you expected — what you ordered).
The material differs from what was described on the product page.
You received the wrong product entirely.

Item Condition Requirements

For a return to be accepted, the item must meet the following conditions:

Item Must Be
  • Unworn and unwashed
  • In original condition
  • With all original tags attached
  • In original packaging (if applicable)
  • Unmodified in any way
We Cannot Accept
  • Items that have been worn or washed
  • Items with tags removed
  • Items altered or modified by the customer
  • Items with minor loose threads that can be easily trimmed
  • Items returned without prior authorization

Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

  • Items returned after the 30-day return window
  • Items that have been worn, washed, or altered
  • Items without original tags
  • Items marked as “Final Sale” or “Non-Returnable” on the product page at time of purchase
  • Items returned without prior email authorization from our support team

How to Request a Return

Follow these steps to initiate a return. Please do not ship anything back until you receive confirmation from our team.

Email us at [email protected] with your order number, the reason for the return, and clear photos showing the issue (for damaged, wrong, or defective items).
Wait for authorization. Our support team will review your request and respond within 24 hours on business days. If approved, we will send you the return address and shipping instructions.
Ship the item back using a traceable shipping method. Carefully pack the item to prevent damage during transit. We recommend keeping your shipping receipt and tracking number.
Send us the tracking number by replying to the same email thread. Once we receive and inspect the item, your refund will be processed.
Important: If a return package is lost or damaged during return shipping, One Clothes is not responsible and no refund will be issued. We strongly recommend using a shipping service with tracking and insurance.

Return Shipping Cost

Customers are responsible for all return shipping costs. The cost of return shipping is not included in your refund.

We recommend choosing a traceable and insured shipping method. One Clothes is not responsible for return packages that are lost, stolen, or damaged in transit.

Refund Method & Timeline

Once we receive your returned item, here’s what happens:

Inspection
We inspect the returned item within 2 business days of receiving it.
Refund Issued
If approved, your refund is processed to your original payment method (credit card, debit card, or PayPal).
Confirmation
You’ll receive an email confirmation once the refund has been issued.
Funds Appear
Refunds typically appear in your account within 10 – 15 business days, depending on your bank or card issuer.

If you haven’t received your refund after 15 business days from our confirmation email, please contact us at [email protected] and we will investigate with the payment provider.

Exchanges

Exchanges are handled on a case-by-case basis. If you received an item in the wrong size or color and would like to exchange it rather than return it for a refund, please contact our support team.

To request an exchange, email [email protected] with your order number, the item you’d like to exchange, and what you’d like instead. Our team will review availability and let you know whether an exchange is possible within 24 hours on business days.

If an exchange is not available (for example, due to the item being out of stock), we will process a standard return and refund instead.

Order Cancellations

You may cancel your order within 2 hours of placing it. After this window, your order may already be in processing and cannot be cancelled.

Cancellation fee: A fee of 10% of your total order value applies to all cancelled orders. This covers payment processing and administrative costs.

To cancel, email [email protected] or call (+1) 914-451-5135 within 2 hours of placing your order. Include your order number in the message. Once an order has been dispatched, it cannot be cancelled — you will need to follow the return process above instead.

Documentation Required

To process your return as quickly as possible, please have the following ready when contacting us:

Order number — found in your order confirmation email.
Photos of the issue — clear images showing the damage, defect, or discrepancy. Include photos of the product, the shipping label, and packaging if applicable.
Brief description — a short explanation of what went wrong so we can resolve it efficiently.

Questions About Returns?

If you have any questions about our return and refund policy, we’re here to help. Our support team responds within 24 hours on business days.

Email: [email protected]
Phone: (+1) 914-451-5135
Hours: Monday – Friday, 8:00 AM – 5:00 PM (PST)

This refund & returns policy was last updated on July 2025. One Clothes LLC reserves the right to update this policy at any time.