• 1-3 Days Delivery
  • Free shipping on orders over $150
  • Easy exchange

Customer care

Most asked questions

  • Can I change/modify 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, changing address, and changing payment methods.
    All orders are sent automatically from our warehouse.
    We're quick at picking, packing and processing your order – it gets done a few minutes after your order has been registered, changing an order will delay other customers shipments.

  • What size should I choose?

    Each of our products in the web shop www.onepiece.com has a 'sizeguide', which may vary between the different models and cuts. The female styles are smaller than the rest.

    In general we recommend you to go primarily by your total height, due to the generous fits of these unisex onesies. The size reference for the unisex styles goes like this:

    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" >

  • Will I be charged with customs and import duties?

    The pickup transport is already paid for, but if you live outside EU, USA, Canada, Norway or Switzerland you will have to pay local customs and VAT. If by any chance you live in any of these countries and have been charged duties upon delivery, please let us know at support@onepice.com. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be. Unfortunately, Onepiece has no control over these charges. 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.

  • Product is not in stock

    We launch new collections for spring/summer and autumn/winter. Not all products return, but our classic items and most popular collection items are re-stocked on a regular basis (examples are Original 2.0, Marius, Lusekofte Navy)

    **If you see an item has very few sizes/numbers left it usually means it's being discontinued and won't be coming back. Same if it's been on sale over time.

  • Can I change my delivery address?

    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.

  • How can I track the status of my order?

    Just follow the link provided in your confirmation e-mail (check in your SPAM folder in case it is there)
    UPS adds all information to this link, so enter the tracking number to check the status of the delivery your package. Use this tracking number to contact UPS regarding any changes or further details of your shipment.

    If you have not received this tracking number sent to you within 24 hours after you placed your order (weekdays), please get in touch with support@onepiece.com

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

    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. We are able to resend the order confirmation if you contact us on support@onepiece.com with your order number.

  • How do I make a return/exchange, and what are the cost for this?

    Enter our return & exchange procedure here: Return/Exchange page

    Prices frequently update so the best way to check is to try the return/exchange online, any costs can be checked before clicking 'confirm'.Return / Exchange costs (2016)



    EUR: €14.90 / USD: $19.90 / GBP: £9.90



    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. Ensure you package your return to prevent any damage to the goods, we are not responsible for any items that are returned to us in error.

  • My item is faulty/incorrect

    Please contact Customer Support at support@onepiece.com with your order number, the Po. number from the care label inside the product (eg. Po. Number 13092013-1) and an image showing the fault; we can then assess the image and get back to you with a suitable solution as quick and easy as possible. The PO code is beneficial for us to prevent similar things from happening in the future.

    Note: We offer a one year guarantee on all products and can only deal with faults for products bought online here at onepiece.com. Once agreed we will either offer you with a replacement product or compensation (transactions over 6 months old can not be refunded and a credit note will be offered instead).

  • Do I have to pay any tax or import duties on my order?

    Your items will ship from The Netherlands or USA, depending on where you live. As for Canadian, Norwegian and Swiss orders these will be shipped from the Netherlands, but customers in these countries will not get charged additional VAT upon delivery as its already included in the price (DDP) when ordering.

    If you live in other countries outside of the European Union or the United States customs and duties fees may be applied to import goods or products into your country. This is a way for countries to collect additional fees from your pocket and unfortunately, we at Onepiece have no control over these additional costs and cannot predict what they may be. Sometimes customs or duties are collected, sometimes they are not.

    When ordering from onepiece.com, you are responsible for these fees, and also assuring that you can lawfully import them in your country. We understand that these fees may seem unfair and wish there was a way around it, but we must also follow the law, we can't artificially lower the value of your shipment to “get around” these fees.


Order information

  • Can I change/modify 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, changing address, and changing payment methods.
    All orders are sent automatically from our warehouse.
    We're quick at picking, packing and processing your order – it gets done a few minutes after your order has been registered, changing an order will delay other customers shipments.

  • Can I change my delivery address?

    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.

  • How can I track the status of my order?

    Just follow the link provided in your confirmation e-mail (check in your SPAM folder in case it is there)
    UPS adds all information to this link, so enter the tracking number to check the status of the delivery your package. Use this tracking number to contact UPS regarding any changes or further details of your shipment.

    If you have not received this tracking number sent to you within 24 hours after you placed your order (weekdays), please get in touch with support@onepiece.com

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

    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. We are able to resend the order confirmation if you contact us on support@onepiece.com with your order number.

  • Do I have to pay any tax or import duties on my order?

    Your items will ship from The Netherlands or USA, depending on where you live. As for Canadian, Norwegian and Swiss orders these will be shipped from the Netherlands, but customers in these countries will not get charged additional VAT upon delivery as its already included in the price (DDP) when ordering.

    If you live in other countries outside of the European Union or the United States customs and duties fees may be applied to import goods or products into your country. This is a way for countries to collect additional fees from your pocket and unfortunately, we at Onepiece have no control over these additional costs and cannot predict what they may be. Sometimes customs or duties are collected, sometimes they are not.

    When ordering from onepiece.com, you are responsible for these fees, and also assuring that you can lawfully import them in your country. We understand that these fees may seem unfair and wish there was a way around it, but we must also follow the law, we can't artificially lower the value of your shipment to “get around” these fees.


Return & Exchange

  • How do I make a return/exchange, and what are the cost for this?

    Enter our return & exchange procedure here: Return/Exchange page

    Prices frequently update so the best way to check is to try the return/exchange online, any costs can be checked before clicking 'confirm'.Return / Exchange costs (2016)



    EUR: €14.90 / USD: $19.90 / GBP: £9.90



    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. Ensure you package your return to prevent any damage to the goods, we are not responsible for any items that are returned to us in error.

  • My item is faulty/incorrect

    Please contact Customer Support at support@onepiece.com with your order number, the Po. number from the care label inside the product (eg. Po. Number 13092013-1) and an image showing the fault; we can then assess the image and get back to you with a suitable solution as quick and easy as possible. The PO code is beneficial for us to prevent similar things from happening in the future.

    Note: We offer a one year guarantee on all products and can only deal with faults for products bought online here at onepiece.com. Once agreed we will either offer you with a replacement product or compensation (transactions over 6 months old can not be refunded and a credit note will be offered instead).

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

    After we receive your product at our Onepiece warehouse, the returns and exchange team will go through a 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 14 working days of the receipt of the product.*

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

  • What happens if I refuse delivery?

    For uncollected items, the customer will be charged EUR 40 which will be deducted of your refund.

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

    Unfortunately no, products purchased online cannot be returned or exchanged at the stores and vice versa.

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

    Yes of course! Your right to return an item remains exactly the same regardless of whether you bought it with a gift card/discount code. Please remember that we cannot refund the amount paid with gift cards. This amount will be credited to your gift card used placing the order.


General

  • Are you able to custom make products?

    Unfortunately, we are unable to custom make products. This includes custom made prints & colors.

  • What size should I choose?

    Each of our products in the web shop www.onepiece.com has a 'sizeguide', which may vary between the different models and cuts. The female styles are smaller than the rest.

    In general we recommend you to go primarily by your total height, due to the generous fits of these unisex onesies. The size reference for the unisex styles goes like this:

    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" >

  • How do I wash my Onepiece?

    To keep in best possible shape we recommend you to wash it inside out and with the zipper fully closed. If you have a delicate program on your washing machine you can use it at 30 degrees with a gentle spin cycle. We would not recommend you to tumbledry it.

  • 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. If you have not receive a notification like this within 10 minutes after your order has been placed, please do get in touch with us at support@onepiece.com so we could check if there is a typographical mistake or any issues.

    From there it should be delivered within the timescale we advertise and you can track your parcel from the tracking link given you in the dispatch notification.

  • Do you deliver to work addresses or PO boxes?

    We can deliver to your permanent residential address or your workplace 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.

  • Will I be charged with customs and import duties?

    The pickup transport is already paid for, but if you live outside EU, USA, Canada, Norway or Switzerland you will have to pay local customs and VAT. If by any chance you live in any of these countries and have been charged duties upon delivery, please let us know at support@onepice.com. Customs policies and import duties vary widely from country to country so we cannot tell you what the cost would be. Unfortunately, Onepiece has no control over these charges. 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.

  • The tracking number states 'delivered' but I have not received it?

    Please contact UPS and 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: UPS . If this still doesn't solve it for you, please get in touch with support@onepiece.com and we would help you get to the bottom of it.

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

    We will process your refund on the product excluding the delivery charge (£9,90/€14,90/$19,90)

  • Product is not in stock

    We launch new collections for spring/summer and autumn/winter. Not all products return, but our classic items and most popular collection items are re-stocked on a regular basis (examples are Original 2.0, Marius, Lusekofte Navy)

    **If you see an item has very few sizes/numbers left it usually means it's being discontinued and won't be coming back. Same if it's been on sale over time.

  • How does your delivery service work?

    We use UPS to deliver goods from Onepiece.com to all over the world. Your products will be delivered to your door. They make three attempts to deliver the package to you. Please follow your tracking number on the UPS website as soon as your order is shipped, as soon as your order leaves our warehouse with UPS 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.
    If you are unable to accept the delivery it will be returned to our warehouse, the cost for uncollected packages is EUR 40.


Shipping

Free shipping on orders over $150

Standard shipping cost is $14.90 with 1-5 business days delivery.

We also offer the following shipping options:

  • UPS 2 Day: 1-3 business days - $29.90

Get estimated delivery time by entering your postcode:

Get fast, reliable and trackable UPS delivery to your doorstep, your office or a selected pickup point in your area.

We are shipping from our warehouse in Seattle, Washington. There are no additional duties or VAT fees.

Return and exchange information


If you want to return or exchange products, for other styles or for a refund, we have a nice and easy system for this, in association with UPS.


The product must be sent back within 14 days of receiving it, in its original condition, with tags attached and original bag to then be approved by our warehouse.


During the Christmas period the return period is extended to January 14, 2018.



Return/exchange


*IMPORTANT: Please keep a note of your tracking number.

Go to return/exchange page →

Faulty item


If you have received a faulty item or a different item to the one you ordered please provide us with your order number, e-mail and telephone number in an email to support@onepiece.com together with a picture and description of the actual problem. If the fault is reported within 7 days, it will be replaced with a new product.

Contact us →