FAQs
Shipping
1. How long does it take to process my order?
Orders are typically processed and shipped within 48 hours of purchase, excluding weekends and public holidays. During holiday periods, processing times may take longer due to high order volumes.
2. What are the shipping rates?
Our shipping rates are as follows:
| Order Value | Standard Shipping | Express Shipping |
|---|---|---|
| Under £45 | £10 | £20 |
| £45 and Above | Free | £15 |
Shipping fees include handling, packaging, and all associated shipping costs.
3. How long will delivery take?
Estimated delivery times depend on the shipping method and current conditions:
- Express Post: 4-6 business days.
- Standard Post: 6-8 business days.
Delivery times are estimates and may vary due to factors beyond our control. During peak periods, please allow an additional 3 days for shipping.
4. Will I receive tracking information for my order?
Yes! Once your order has been shipped, a tracking code will be emailed to you. Use the link in the shipping confirmation email to track your order.
5. Are there any important details I should know about shipping times?
- Delivery times are calculated in business days, excluding weekends and public holidays.
- We are not liable for delays caused by unforeseen events such as natural disasters, severe weather, or customs issues.
- Delivery times may vary during peak periods or due to external factors affecting postal services.
6. What happens if my delivery is delayed?
If your order has not arrived within the estimated delivery period, please contact our customer service team at office@myonesie.co.uk for assistance.
Payment & Promo
1. What payment methods do you accept?
We accept the following payment methods:
- Visa
- MasterCard
- PayPal
- American Express
2. Is my payment information secure?
Yes, all transactions are encrypted and processed through secure payment gateways. Your personal and financial information is protected. Please review our Privacy Policy for more details.
3. Can I use multiple payment methods for one order?
No, we do not support splitting payments across multiple payment methods. You must choose one payment method per order.
4. Do you accept international payments?
Yes, we accept international payments as long as the payment method used is supported (Visa, MasterCard, PayPal, American Express). Please note that all prices are displayed in GBP, and your bank may charge additional conversion fees.
5. Why was my payment declined?
Your payment might be declined for several reasons:
- Insufficient funds.
- Incorrect payment details.
- Your bank flagged the transaction for security reasons.
If you experience issues, please contact your bank or our support team at office@myonesie.co.uk.
Promo Code
6. How do I use a promo code?
To use a promo code:
- Add items to your cart.
- Enter the promo code in the “Promo Code” box at checkout.
- Click “Apply” to activate the discount.
7. Why isn’t my promo code working?
Check the following:
- Ensure the code is entered correctly.
- Confirm that the code has not expired.
- Verify if the code applies to your items (e.g., some codes exclude sale items or require a minimum order value).
8. Can I use multiple promo codes on one order?
No, only one promo code can be applied per order.
9. Are there restrictions on promo codes?
Promo codes may have restrictions, such as:
- Minimum order value.
- Exclusion of sale items or bundles.
- One-time use per customer.
Always review the terms and conditions of the promo code.
10. Can I apply a promo code after placing my order?
No, promo codes must be applied during checkout and cannot be added retroactively.
Return & Refund
1. What is your return policy?
You can return items for a replacement or refund (for defective items) within 14 days of receiving your order, provided they are in "as new" condition and returned in their original packaging with all accessories.
2. Can I return a defective item?
Yes, if your item is defective due to manufacturing issues, you can:
- Request a replacement: We will replace the defective item free of charge.
- Request a refund: We will process the refund once the defective item is returned and approved.
To return a defective item, contact us at office@myonesie.co.uk with photos or a video showing the defect. We cover shipping costs for defective items.
3. How do I return a non-defective item?
If you are not satisfied with your purchase, you can return the item for a replacement within 14 days of delivery, provided it is:
- Unused and in its original packaging.
- Returned with all accessories.
Customers are responsible for shipping costs both ways for non-defective items unless the return is due to our error.
4. Can I get a refund for a non-defective item?
No, refunds are not available for non-defective items. However, we are happy to provide a replacement if the item meets our return criteria.
5. Who covers the shipping costs for returns?
- Defective items: My Onesie covers shipping costs both ways.
- Non-defective items: Customers are responsible for shipping costs unless the return is due to our error.
6. How long does it take to process my refund or replacement?
Once we receive your returned item and approve it:
- Replacements are shipped as soon as possible, with tracking details provided.
- Refunds are processed within 5-7 business days to your original payment method.
7. What should I do before returning an item?
Contact us at office@myonesie.co.uk before returning any item. This ensures a smooth return process and avoids delays.
8. What if I have more questions about returns or refunds?
If you have additional questions, email us at office@myonesie.co.uk. Our team is happy to help!