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FAQ

HOW CAN I CHANGE MY SHIPPING ADDRESS? 

By default, the last used shipping address will be saved into to your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

 

HOW DO I ACTIVATE MY ACCOUNT? 

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk/spam folder or contact us at customercare@theone.com

 

HOW CAN I TRACK MY ORDERS & PAYMENT? 

After logging into your account, the status of your checkout history can be found under Order.

 

HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT? 

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified. Read our Policy here https://www.theone.com/customer-care

 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

Members who ship their orders within UAE should expect to receive their orders within three (3) working days upon payment verification depending on the volume of orders received.  Our Customer Service will contact you to confirm.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

 

WHAT IS THE ACCUMULATED DELIVERY FEE FOR? HOW MUCH IS THE HANDLING FEE? 

Read our Policy here https://www.theone.com/customer-care

 

WHICH INTERNET BROWSERS SHOULD I USE TO VIEW THE ONE WEBSITE CORRECTLY?

THE One website is optimized for viewing with Microsoft Internet Explorer 10 or higher, Mozilla Firefox 49.0 or higher, Google Chrome 54.0 or higher and Safari 9 or higher.

You can install the latest versions of each browser through the following links:

 

WHAT SCREEN RESOLUTION DO I NEED?

Adapts to all resolution types, whether that of a mobile, tablet or widescreen.

 

IN WHICH MARKETS CAN I PURCHASE ONLINE?

Online purchases at THE One may be made in UAE and Kuwait. You can log into our websites at theone.com and theonekuwait.com  

 

ARE THE ONLINE SHOP PRICES AND THOSE IN MY USUAL THE ONE SHOP THE SAME?

The online shop prices are exactly the same as those in your usual shop, except when there is a special online offer with an additional discount. Additionally, the prices include the VAT of the destination market.

 

WHERE CAN I FIND ARTICLES FOR CHILDREN?

In the Junior section, you will find a complete online shop with a wide range of products for the little ones.

 

WILL I RECEIVE THE SAME PRODUCT AS I SEE IN THE PHOTO?

Photos are taken with the highest quality to reflect every detail of each product. You may find differences in products in which the format of the raw materials and their manufacture affect the final results, such as handmade products.

 

CAN I RECEIVE PERIODIC INFORMATION BY E-MAIL ON THE One LATEST PRODUCTS AND OFFERS?

To get all the latest news, theone.com users can subscribe to a periodic newsletter with information on offers and new products. You can join THE One Fan Club here:https://www.theone.com/join-our-fan-club

 

CAN I CANCEL MY SUBSCRIPTION TO THE One NEWSLETTER?

Yes, in every THE One e-mail you receive, there is a link to cancel subscription immediately.

 

DO I NEED TO REGISTER TO MAKE PURCHASES?

Yes, you do need to register. Once you have registered, you will be able to access and make purchases or change your personal details.

 

DOES THE One HAVE CUSTOMER SERVICE?

Yes, you can contact us through the contact form or call our Customer Service line at 600 541007 (Sat-Thu 10.00 to 19.00) 

 

IS IT POSSIBLE TO CANCEL AN ORDER?

Yes, provided the packaging and dispatch process has not yet begun. You can request cancellation by using the contact form or by calling the Customer Service department: 600 541007. 

 

WHAT HAPPENS IF ONE OF THE ITEMS RECEIVED IS DAMAGED?

The damaged item will be replaced as soon as possible.

To request a replacement please use our contact form or call our Customer Service line at 600 541007. 

 

WHAT SHOULD I DO IF ONE OF THE ITEMS I RECEIVED IS DIFFERENT FROM THE ORDERED ONE?

We try to replace the wrong item as soon as possible without extra charge. You can request the change through the use of our contact form or call our Customer Service line at 600 541007. 

 

WHAT IS THE ONe ONLINE'S PRIVACY POLICY?

You will find all the information in the link: Privacy Policy.

 

WHAT PAYMENT METHOD CAN I USE FOR MY PURCHASES?

At the moment, we only accept Credit/Debit cards payments.

s: VISA, Mastercard.

  

 

 

WHY COULD MY CREDIT CARD BE REJECTED?

The details we request from you must be the same as those on your credit card. A simple typing error can cause the operation to be rejected, so we ask you to complete the payment form carefully. Your credit limit may have been exceeded or the card might have expired.

Please contact your bank for any queries you may have about your payment credit card.

 

IS IT SAFE TO SHOP AT THE ONE ONLINE?

Yes. You can shop with complete confidence because we take great care in providing resources that guarantee the security both of your purchases and of your data.