At oneup, your satisfaction is important to us. If something doesn’t work out, we’ve made returns and exchanges as clear and simple as possible. Please review the details below before starting your return or exchange.
Returns & Exchanges at a Glance
- Return window: 14 days from delivery
- Exchanges: Free for eligible items when exchanging for the same style in a different size or color
- Return Fees for Non-Quality Issues: $6.99 per return shipment
- Free return option: Return for online store credit
- Refund timing: 10–14 business days after warehouse receipt
- Final Sale items: As indicated on the product page, Final Sale items are not eligible for return or refund
When Will I Get My Refund?
- Please allow 10–14 business days for returns to be processed after arriving at our warehouse.
- You will receive a confirmation email once your refund has been issued
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Refunds are issued to:
- Your original payment method，
- Online store credit (if selected)
Policy Details
We want you to love what you ordered. If something is not right, please contact us and we’ll do our best to help.
By placing an order on our website, you agree to the terms below.
1. Order Cancellation
Orders may be canceled within 24 hours of purchase for a full refund.
After 24 hours, your order may already be in processing. If the order has been processed, packed, or shipped, we may not be able to cancel it.
To request a cancellation, please contact us as soon as possible at support@oneupofficial.com.
2. Return Request Window
We accept return requests for eligible items within 14 days after delivery.
To start a return, please email support@oneupofficial.com and include:
* Your order number
* The item(s) you would like to return
* The reason for the return
* Photos of the item if it is damaged, defective, or incorrect
Please do not send any item back without contacting us first.
Returns sent without prior authorization may not be accepted or processed.
3. Return Eligibility
To be eligible for a return, items must meet all of the following conditions:
* Unworn, unused, unwashed, and in original condition
* All original tags are attached
* Free from perfume, deodorant, makeup stains, pet hair, or any signs of wear
* Returned in the original packaging whenever possible
We reserve the right to refuse returns that do not meet these conditions.
4. Non-Returnable Items
For hygiene, safety, or clearance reasons, the following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:
* Final sale / clearance items
* Bodysuits
* Lingerie / underwear
* Swimwear with the hygienic liner removed
* Gift cards
If a product is marked as Final Sale, it cannot be returned for personal reasons.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery and provide:
* Your order number
* Clear photos showing the issue
* A brief description of the problem
Once reviewed and approved, we will offer an appropriate solution, which may include:
* A replacement
* A partial refund
* A full refund
Depending on the situation, you may not be required to return the item.
6. Returns for Personal Reasons (Non-Quality Issues)
If you wish to return an item for personal reasons, such as:
* The size does not fit
* The color or style is not what you expected
* You changed your mind
* You no longer want the item
you may request a return within 14 days after delivery, as long as the item meets our return conditions.
Please note the following:
* Customers are responsible for return shipping costs for non-quality-related returns
* Original shipping charges are non-refundable
* We strongly recommend using a trackable shipping service, as we are not responsible for lost return parcels
* Return shipping costs, customs fees, and any related charges are the customer’s responsibility unless the return is due to our error
Because international return shipping can be expensive, we may also offer an alternative solution such as:
* A partial refund while you keep the item
* Store credit
* A replacement item when appropriate
7. Return Address
Please do not return your package to the address shown on the parcel. That address is not our return address and may cause delays or failed delivery.
If your return request is approved, we will provide the correct return address and return instructions by email.
8. Exchange Policy
If you need a different size or color, please contact us first. Depending on stock availability and the specific situation, we may offer:
* A replacement item
* Store credit
* Another suitable solution approved by our support team
9. Refunds
Once your return is received and inspected, we will notify you of the result by email.
If your refund is approved:
* The refund will be issued to your original payment method
* Please allow 10-14 business days for the refund to appear in your account, depending on your bank or payment provider
Please note:
* Original shipping fees are non-refundable
* Return shipping fees are non-refundable unless the return is due to our error
* If the returned item does not meet our return requirements, we may refuse the refund
10. Refused Deliveries / Unclaimed Packages
If a package is refused by the customer, left unclaimed, or cannot be delivered due to an incorrect or incomplete shipping address provided by the customer, we reserve the right to deduct any shipping, return-to-sender, or handling fees from the refund, if applicable.
11. Important Notes
* We reserve the right to deny return or refund requests in cases of abuse, excessive returns, suspicious activity, or items returned in used/damaged condition not caused by us
* Color may appear slightly different due to lighting, monitor settings, or screen display; minor color variation alone may not be considered a product defect
* Please review product descriptions, size charts, and care instructions carefully before placing an order
* If you are unsure about sizing, feel free to contact us before ordering and we’ll be happy to help
12. Contact Us
If you have any questions about your order, return, or refund, please contact us at:
Email: support@oneupofficial.com
We’re always happy to help and will do our best to resolve your issue as quickly as possible.