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Frequently Asked Questions (FAQ)

Payment and delivery

  • How safe is it to pay online?

    Your credit card will be charged with the full amount as soon as the order is registered.
    Our credit card provider is DIBS, they will securely handle your personal and financial information. DIBS has a PCI (Payment Card Industry) certification, with is an extensive program which aims to increase the security for all parties that store, process and transmit data. Read more about DIBS at dibs.dk

  • Do you deliver to work addresses?

    We can deliver to your permanent residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
    If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as UPS will deliver to the place and not the person!

  • My return was processed but I was not refunded my delivery charge?

    We will process your refund on the product excluding the delivery charge.

  • How does your delivery service work ?

    We understand the importance of receiving your goods when you expect them, especially if you have ordered something for a specific occasion and we use UPS and DPD couriers to deliver goods from OnePiece.com to all over the world.

    Your products will be delivered directly to your door by UPS or DPD. They will make three attempts to deliver the package to you. If they are unable to deliver the package to you then it will be held at UPS or DPD's facility for 5 more days before being returned to the sender. The cost for uncollected packages is EUR 40. Therefore, please follow your tracking number on the UPS or DPD's website as soon as your order is shipped. As soon as your order leaves our warehouse with UPS or DPD, they are fully responsible for the packages. In addition, they are also held responsible for missing packages. For more information, please visit www.ups.com or www.dpd.com

  • Can I change my delivery address after the order has left the warehouse?

    Once you have placed your order we cannot change delivery details.

    Please contact UPS in your country https://www.ups.com for any changes regarding your delivery address.
    As soon as you receive your tracking number in your confirmation email, you can go ahead and make the change.
    They are fully responsible for the delivery when the order has left our warehouse.

  • Which payment methods can I use?

    Credit Card -We accept credit card payments with Visa and MasterCard.

    PayPal https://www.paypal.com/‎

    Invoice -We accept invoice payment with Klarna in Sweden, Norway, Denmark, Finland and Germany.
    For more information on Klarna please visit their wesbite www.klarna.com

  • The tracking number states that my order was delivered but I have not received it yet?

    Please contact your courier immediately. Please be prepared to provide them with your tracking number.
    The courier should keep the item and attempt to deliver it 3 times before returning it to us.

    Please contact: text

  • Has my order been shipped out yet?

    As soon as your order is dispatched from our OnePiece warehouse, you will be sent an email to confirm that it's on its way. Sometimes this can appear in your spam/junk folder.
    From there it should be delivered within the timescale we advertise. Your order is trackable and you can check it's progress by logging onto text

  • I live in the Channel Islands, can I claim the VAT back?

    onepiece.com operate a standard product pricing policy in the UK and Channel Isles, customers are charged the same prices irrespective of where they live.

    Determining prices outside the UK is more complex than only adjusting for differences in taxation, often there are additional costs and currency implications. Delivery costs for the Channel Isles are generally higher than for our mainland UK customers, and there can be higher local operating costs such as rent and wages. Not all product prices in the UK include VAT, for example there is no VAT on Childrenswear. Onepiece does not seek to recover the additional costs incurred in the Channel Isles on these products, we maintain the same prices as those in the UK.

  • Will I be charged with customs and import duties?

    The pickup transport is already paid for, but if you live outside EU or USA you have to pay local customs and VAT. Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, OnePiece has no control over these charges. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be.If you are in doubt over these charges contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

  • What if I pay with IDEAL?

    For attention of our customers paying via IDEAL (Netherlands). If you require a refund this can take longer then 14 days as we will require your IBAN and SWIFT code to process it.


Return and exchange

  • Can I return or exchange my product at a store if I bought it online?

    Unfortunately, products purchased online cannot be returned or exchanged at the stores and vice versa.
    Products purchased at the store cannot be returned to our website.

  • Can I return products that were bought using a gift card/voucher?

    Yes of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift card/voucher.

  • What happens if I refuse delivery?

    For uncollected items, the customer will be charged EUR 40.

  • I have been refunded the incorrect amount

    We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Support who will try and sort it out for you as soon as possible.
    The following may affect the amount you have been refunded:
    Any discounts that were applied at the time of sale,which may not now be applicable

  • I returned a product and it was incorrctly refunded or replaced.

    We are very sorry if we made a mistake when processing your request.
    If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.
    If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Support so we can sort it out for you.

  • I have recieved a faulty/incorrect product?

    If you think there is a fault with an item you have received, please contact Customer Support at support@onepiece.com
    We need your order number or email address it was purchased under, and an image showing the fault; this way we can assess the image and get back to you with a suitable solution.

    We will aim to resolve any issue with a faulty item as quickly as possible.

    *Please note: We offer a one year guarantee on all our products and can only deal with faults for products bought online here at onepiece.com

  • When do I get my money back for my returned product?

    After we receive your product at our OnePiece warehouse ,the returns.exchanges go through a strict quality control. If it fails to meet our standards, your refund will not be processed.
    If it meets our standards, your refund will be processed within 15 working days of the receipt of the product.**
    For return/exchange information,please go to : http://onepiece.com/gb/shop/info/support

    **Please note during peak season (December to February), refunds can take longer, please allow up to 20 working days

  • How to return or exchange products, and costs

    You have 14 days return right. The product(s) returned must be in their original condition, including any tags and labels. The goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items as we are not responsible for any items that are returned to us in error.

    Costs for Returns & Exchanges vary between countries:
    GBP £: Return: £9.90 Exchange: £9.90 USD $: Return: $19.90 Exchange: $19,90 EURO €: Return: €14.90 Exchange: €14,90 Kroner: Return: 149kr Exchange: 149kr*

    *Prices frequently update so the best way to check is to try the return/exchange online, any costs can be checked before clicking 'confirm'.


Collection and products

  • Is the color on your products the same in reality as I see them on my computer?

    We have made every effort to display, as accurately as possible, the colors of our products that appear on our website www.onepiece.com. However, the actual colors you see will depend on your monitor. We cannot guarantee that your monitor's display of any color will be accurate.

  • Can I make a special order for a color or text?

    Unfortunately, we are unable to custom make products.

  • What size should I choose?

    We don't want you something that doesn't fit properly.
    Our products in the webshop www.onepiece.com has a "sizeguide".
    Simply click on it and you will get the sizeguide for the product you wish to purchase.

    If it is a regular jumpsuit you are looking for, it is best to go by the height of the person the product is for:

    XXXS 145-155cm / 4' 9"-5' 1"
    XXS 145-155cm / 4' 9"-5' 1"
    XS 155-165cm / 5' 1"-5' 5"
    S 165-175cm / 5' 5"-5' 9"
    M 175-185cm / 5' 9"-6' 1"
    L 185-195cm / 6' 1"-6' 5"
    XL 195cm-> / 6' 5" >



  • Can you give me more information on a product?

    We try to publish as much useful information as we can about all our products, to help you buy the things that will suit you best.
    The product page for every item includes sizing, a detailed description and most importantly, images.
    If there is anything further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.

  • Product is not in stock

    We update the stock you see on our webshop daily, so if the item you have your heart set on is not there check again the next day.
    Some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does.
    As we try to keep our products fresh, we have additions from time to time, so you might just find something similar to the one you were looking for.

    **If you see an item has very few sizes/numbers left it usually means it's being discontinued and won't be coming back.

  • How do I wash my OnePiece?

    We aim that the product you buy fits you perfectly and stays looking great.
    So please hand wash your OnePiece separately. If you have a delicate program on your washing machine you can use it at 30 degrees with a gentle spin cycle. Do not tumble dry. Wash inside out and with the zipper fully closed to prevent damage.


Other questions

  • Other technical problems.....

    To help us investigate into your problem please include as many of the following information as possible with regards to your system:

    Your Operating System (e.g. Windows XP, Mac OS 9.0)
    Internet Browser & version (Internet Explorer 8 or 9, Google Chrome, Firefox)
    What time the problem occurred
    Please cut and paste into the email any error message that appeared on the screen and send to support@onepiece.com

  • I have a suggestion…

    We would love to hear from you! Drop us an email at support@onepiece.com

  • When is your customer service open?

    We want our customers to have a great shopping experience, but we realise that from time to time things can go wrong. If they do. Our phones are open weekdays between 11:00-16.00 CET. Our staff will usually help you in English, Swedish, Norwegian. Our phone number is: +44 203 514 3371. You can also send us an email and we will answer as soon as possible - usually within 5 days on weekdays.Our email address is support@onepiece.com.

    Please do not answer or send inquiries as a reply on your order confirmation.It is a no-reply email which won’t be read or answered.

  • What are the browser recommendations for shopping at OnePiece.com?

    We recommend using Google Chrome, Mozilla Firefox, Safari or a recent version of Internet Explorer (version 8 or 9), if you use internet explorer 7 we advise you to update to a newer version. http://windows.microsoft.com/en-US/internet-explorer/downloads/ie


Order information

  • I forgot to use my discount code

    Unfortunately, we are unable to manually enter discounts after the order has been completed.

  • Can I buy gift cards in your web shop?

    Currently we do not offer giftcards for sale

  • My gift card/discount is lost or damaged

    In this instance, please contact our Customer Support as soon as possible with as many details of the purchase as possible. They will then try to re-issue the voucher/card/code to you.

  • I haven’t received my order confirmation, what do I do?

    During peak season the confirmation may take an hour or two to process, so be patient.
    It is essential you have typed in the correct email address, otherwise we have no way of contacting you!
    Please check your SPAM/JUNK folder, sometimes it can appear there.

  • How can I track the status of my order?

    Just follow the link provided in your confirmation e-mail (check in your SPAM folder incase it is there)
    UPS adds all information on this link so enter the tracking number to check on the status of the delivery your package.

  • Can I change/cancel/add products to my order?

    Unfortunately no.
    We are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, or any payment methods.
    All orders are sent automatically from our warehouse in The Netherlands.
    We're quick at picking, packing and processing your order – it gets done in a few minutes after your order has been registered.

  • How do I order at onepiece.com?

    You have to be over the age of 18 to order. You will agree to this when you place your order. When you have decided which products you want to buy, choose your size and press on “Buy this OnePiece”. You will come to your shopping cart. If you want to continue to make your payment please click on “Check out now”, enter your discount code here if you have one, or go back to shop more. Fill in your information and complete your payment.

    Please note, if you live in Sweden, Denmark, Finland or Germany and using an invoice as your mode of payment. then please make sure that you write your address exactly as you are registered.

    Once you confirm your order you will get your order number and a link to follow your order process.

Customer support

UK: +44 203 514 3371 - (Mon-Fri: 9am - 3pm)
USA: +1 (202) 525 7954
Customer support

Next Day Delivery Available Worldwide

We will ship your order as fast as we can. We trust UPS. They're fast and reliable.

Learn more about our shipping options at Shopping, shipping & returns

Secure checkout

All of your personal information and credit card details will be securely handled at all times.

Transactions are managed by DIBS, Scandinavia's leading supplier of online payment solutions.