FAQ's
When will I get my order?
Each item is custom-made to order, requiring 2–4 business days to craft and prepare for shipping. Once your order is ready, delivery times are as follows:
- USA: 2–5 business days
- Europe: 3–7 business days
- Australia: 4–8 business days
- Japan: 4–8 business days
- International: 7–15 business days
● Japan: 4–8 business days
● International: 10–20 business days
Will I be charged customs for my order?
Additional customs or tax fees may apply to international orders. These fees are not within our control and are determined by your local customs office. We recommend checking with your customs office directly to understand any potential duties or taxes on your purchase.
Do you offer refunds?
Yes, we offer refunds for items that arrive damaged or incorrect. Here’s how it works:
- Timeframe: Contact us within 7 days of receiving your order.
- How to Reach Us: Email us at info@theoriginalonebrand.com with your order number and a clear photo of the item.
- Resolution Options: Depending on the issue, we may offer a replacement, store credit, or a refund to your original payment method.
Can I exchange an item for a different size/color?
At this time, we do not offer exchanges for size or color. To ensure the perfect fit, please refer to our sizing charts available in the product description section for each item.
If you receive an item that was mislabeled, please contact us at info@theoriginalonebrand.com within 7 days of receiving it. Include your order number and a photo of the mislabeled item, and we’ll provide a replacement or issue a refund.
When will my payment be taken?
Your payment will be processed as soon as you place your order. We use secure payment processing systems to ensure your information is protected.
What are your shipping & handling charges?
Shipping charges vary depending on your location and the products in your order. For an exact estimate, proceed through the checkout process and enter your shipping details.
My order should be here by now, but I still don’t have it. What should I do?
Before reaching out to us, please try the following steps:
- Double-check your shipping confirmation email for any errors in the delivery address.
- Contact your local post office to see if they are holding your package.
- Ask your neighbors in case the courier left the package with them.
If the shipping address is correct and your package is still missing, please contact us at info@theoriginalonebrand.com with your order number. If there was an error in your delivery address, we’d be happy to assist with a replacement order, but please note that additional shipping costs may apply.
Why hasn’t my shipment arrived?
Delays can occur due to factors such as weather, traffic, or high shipping volumes during peak seasons. To check the status of your shipment:
- Locate your order confirmation email.
- Use the tracking information provided to monitor your package’s progress.