FAQs

Navigating the world of home furnishings and décor can sometimes raise questions. At THE One, we understand this, which is why we've compiled a list of Frequently Asked Questions (FAQs) to provide you with quick and comprehensive answers.

Here, you'll find helpful information on various topics, from tracking orders to understanding our return policy, all aimed at ensuring your shopping experience with us is as seamless and enjoyable as possible.

If you don't find the answers you're looking for, feel free to reach out to our dedicated Customer Service Team, who are always ready to assist at customercare@theone.com

Let's dive in!

Orders & Payments Shipping & Delivery Account Technical Support Customer Service Fees, Rules, and Policies Product Related

You can easily track your orders and payment status by logging into your account and checking your order history under "Orders."

Yes, you can cancel your order at any time before making a payment by visiting your Shopping Cart in your account. However, once a payment has been verified, orders can no longer be cancelled and must be applied for a refund instead. For more detailed information on our refund process and eligibility criteria, please visit our Return & Refund Policy. If you have already made a payment and need assistance, please contact our Customer Service Team for further guidance on initiating a return or exploring alternative options.

We currently accept Credit/Debit card payments, including VISA and Mastercard. Additionally, we offer flexible payment options, including Easy Payment Plans with select banks and Tabby's buy now, pay later service. Please visit our Flexible Payment Options page to learn more.

Your credit card details must match those on your card. If you encounter issues, please contact your bank for assistance or check if your card has expired or exceeded its limit.

Our Customer Service Team will contact you to confirm delivery dates and details once payment is processed.

If you experience delays, please contact us immediately for assistance in confirming the status of your order.

Your last used shipping address will be saved by default. If you need to make changes, you can do so during checkout.

Instructions to activate your account will be emailed to you upon registration. Please check your junk/spam folder if you don't receive it.

Yes, you can easily unsubscribe from our newsletter by clicking the unsubscribe link in any email you receive from us.

Our website is optimised for browsers like Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Safari.

Our website adapts to all screen resolutions, including mobile, tablet, and widescreen.

If you have any questions or need assistance, our Customer Service Team is here to help. You can reach us via WhatsApp, phone, or email. For a comprehensive list of all available contact options, please visit Contact Us.

At THE One, we want you to love your purchase. However, we understand that sometimes things may not work out as expected or you may change your mind, and that's why we strive to make our return process as clear and convenient as possible. For detailed information on how to initiate a return, please refer to our Return & Refund Policy page. If you need further assistance or have any questions, feel free to reach out to our Customer Service Team.

For details on delivery and assembly charges, please visit our Delivery & Assembly page, where you'll find comprehensive information on pricing and services offered. If you have any specific questions or need assistance, feel free to contact our Customer Service Team for further assistance.

You can find detailed information on our Privacy Policy by clicking here.

You can read our full Terms of Service Policy by clicking here.

Yes, online prices match in-store prices, except during special online offers with additional discounts.

While our photos accurately represent our products, minor differences may occur due to materials and manufacturing processes.

Yes, all products available on our website are also available in our stores. We believe in creating immersive experiences in our stores, where you can touch, see, smell and hear THE One Total Home Experience. Each store is designed to showcase our ever-evolving collections of furniture and home accessories, providing you with a magical shopping experience. Visit us in-store to explore our products first-hand and fully immerse yourself in THE One today. To find your nearest store, click here.