Guarantees & Return Policy

We have a 14-day 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Three steps to return and refund:
● Step 1: To return an item, please email customer service at service@onesoop.com to get the return address.
● Step 2: If the return is confirmed, please place the item securely in its original packaging, and the order number must be on Shipping Label, and mail your return to our designated address.
● Step 3: Send the return shipment tracking numbers to service@onesoop.com.

You can always contact us for any return questions at service@onesoop.com.
 
NOTE:
● Items must be unworn, unwashed, and have original tags attached.
● Items sent back to us without first requesting a return will not be accepted.
● Customers need to bear shipping costs, and the Return Shipment Tracking Numbers must email to service@onesoop.com.
● Order ID Number is also your RMA Number must be on the Shipping Label.
● A 30% restocking fee will be charged for all returns. Only received damaged or not-as-described items can be fully refunded back to the original payment method.

Order Cancellation
Cancellation can only be made before the packages are shipped out. If the package is already in transit, the order can not be canceled.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Request warranty (return, repair, and refund) and notes
If your item has an issue, you could free feel to contact us.
Please follow our warranty process carefully to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your order number and product.
2. Tell us what steps you have already taken to resolve the issue.
3. Offer us some images or a video marking out the problem(s); these should be taken under good lighting.

NOTE:
You need to offer some clear images or a video showing the product problem. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).

Question
If you have any questions concerning our return policy, please contact us at: service@onesoop.com.