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FAQ

Information about jumpsuits

Is the jumpsuit warm / comfortable / like in the photo in the catalog?

Triple yes!

Is there any difference between men's and women's jumpsuits?

No, the only difference is the model in the photo. The jumpsuits are unisex, you just need to choose the right size for yourself.

Children's jumpsuits

Yes, they are same as the adults’ ones. They also differ only in size.

How should I choose the size?

There is a size calculator next to each model of the jumpsuit. The main reference point is your height + weight. They sit loosely, so the rest of the measurements are of the jumpsuit, but not the person, who will wear it.

Should you have any doubts, you can always send us a request in messenger and we will help you.

We also want to minimize your hassle, such as changing the size: that is why, before sending each order, we are going to contact you and check your parameters.

Care and washing instructions

It is recommended to rinse the jumpsuit in cold water before wearing. The fabric is very dense and natural, it can first leave a pile on your body, unless you do this procedure.

  • It is recommended to wash it inside out at a temperature of 30°C. All the zippers should be zipped up.
  • It is recommended NOT to dry it in the washing machine.
  • We do not recommend to spin jumpsuit at above 800 rpm.
  • Do not use bleaching or oxidizing agents.
  • When washing at above 30°C, the fabric may shrink.
  • It is advisable to wash jumpsuit in soft water.
My size is not available

We make sure that the entire range is always available. In case of lack of your size, we will produce it for you within a week.

Order delivery

How do I know if my order was successful?

Are you not sure if your order was delivered?

If you were sent to the order confirmation page after placing your order, your order was successfully received. If you haven’t reached this page, please check the following before contacting us:

  1. You will receive your order confirmation by email within 24 hours. Sometimes it ends up in spam / promotions folder, so don’t forget to look there!
  2. Check your bank account and / or PayPal account to make sure the payment was successful.

More than 24 hours passed, and you still haven’t received anything from us?

Contact us and we will consider this issue as quickly as possible.

Can I change my delivery address?

Once you have placed your order, we will not be able to change the delivery details.

Once you receive the tracking number, you can contact the shipping company and request a change to the shipping details.

Can I change or cancel my order?

In most cases, unfortunately, no.

We cannot cancel an order after it has been confirmed.

But we can always help you change it. It all depends on how fast you react. The sooner you write to our WhatsApp contact number specified in contacts. Perhaps we will have time to make a replacement in your order.

If you change your mind after placing an order, we will of course do our best to help you, so please contact us as soon as possible by specifying “CANCEL ORDER” in the subject line.

How can I track my order?

When your parcel is shipped from our warehouse, you will receive a delivery confirmation email with a link to track your order.

Please note that tracking information may be updated within 24-48 hours after sending. An email with tracking information is sent after the shipping label is printed and your parcels are ready to be sent by the shipping company.

Don’t forget to check your spam / promotions folder.

If you haven’t received the tracking information within 10 business days, please send us an email and we will help you track it!

Please note that due to COVID-19, there may be delays in delivery, both at the stage of shipment and at the stage of customs clearance and delivery.

I did not receive the order confirmation

If you have not received an order confirmation, this may be due to the fact that your order has not yet been processed in our system. In most cases, the order confirmation is sent instantly, but it may also take an hour or two to process it during peak season.

The order confirmation may end up in a junk mail folder, so check out “SPAM” or “PROMOTIONS” folders.

If you did not receive an order confirmation within 24 hours, please contact us so that we can find out what may have happened and help you.

When will I receive my order?

Depending on your location, delivery usually takes from 5 to 30 business days from the order date.

When your order is sent, the shipping company will send you a confirmation with a link to track your order.

Some countries and regions have introduced additional health controls due to COVID-19, this may increase the order lead time.

If you do not receive your order within the time frame specified above, or you cannot find information about where your order is located, please contact us and we will do our best to track it.

Which countries do you ship to?

We ship to all the countries. If suddenly you did not find your country in the drop-down list when placing an order, just enter the full address in the notes and we will send it to you.

Will I be charged taxes, VAT or duties on my order?

Each country has its own customs duty rates. You can read the information about the fees on the website of the customs service of your country.

Refund and exchange

My product is damaged

If you received a damaged or faulty product, or even a wrong product, please contact us by sending a request including:

  1. your order number
  2. brief description of the problem
  3. photos to illustrate the damage / error.

This way we can identify the problem and help you as quickly as possible, as well as prevent such problems in the future.

Please do not return a faulty product without first contacting our customer service team.

The size didn't fit

If we have any doubts whether the size will fit you, we will contact you via WhatsApp or via e-mail before sending it to you, so that you would avoid the discomfort of exchange procedure.

If you want to exchange the jumpsuit, you can send us a request by email or WhatsApp, we will agree on the delivery address and we will make the exchange. Please note that all deliveries related to the exchange and return, in this case, are at the expense of the buyer.

How long does it take to process the refund?

When we receive your return at our warehouse and it is processed, we will try to process your return within 7 business days.

If you have not received a refund within 14 days after the arrival of the returned product at our warehouse, please contact us and we will review the issue.

How do I make a refund/exchange and how much does it cost?

Exchange and refund can be made no later than 14 days after you receive the goods.

The packaging and trade condition must be fully preserved, and the tags must be sealed as when you received the goods.

You contact us by e-mail or WhatsApp – the contact details are listed on the Contacts page.

We send you a return address and register the transaction under your personal number.

The cost of delivery, if you do not pay at the time of shipment, will be deducted from the amount of your refund and certified with a scanned copy of the receipt.

The refund takes from 7 to 30 business days after we receive the product, check it for compliance with the conditions listed above.

How to contact us

When can I get a response to my request?

We’ll contact you as soon as we can!

We usually try to respond to all our incoming requests within 24 hours. However, during peak season or periods with volumes higher than usual, the response time may be slightly longer due to an increase in the number of incoming requests.

In most cases, you can find the answer to your questions in the frequently asked questions section.

Important information

Has the COVID-19 pandemic affected your operations?

Currently delivery is not affected in most cases, but there may be delays in some regions.

THEONE - JUMPSUITS FROM USA TO U