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International Shipping Update [2023]:
We regret to inform you that our shipping carriers are currently unable to deliver orders to Russia, Ukraine, and Belarus. We sincerely apologise for any inconvenience caused. If you need to cancel your order, please contact us at support@onlyfriendsstore.com.

Estimated Delivery Time:
Typically, it takes 3–7 days to fulfil an order before it is shipped out. The actual shipping time depends on your location and can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- Other Regions: 10–20 business days

Missing Items in Your Order:
Please note that many orders may be shipped in multiple packages due to our merchandise being stored in various warehouses worldwide. To ensure that everything intended for your shipment has been included, please refer to the packing slip included in the shipment. If you still find that an item is missing, please email support@onlyfriendsstore.com.

Packaging and Branding:
The return address on the label will be from “OnlyFriends”. Currently our mailing packages do not include any logos or branding related to OnlyFriends.

Customs and Duties:
For international orders, there may be additional customs and tax fees assessed by your local customs office. These fees are beyond our control. We recommend checking with your local customs office directly to determine if duties and taxes apply to your purchases.

Delayed Delivery:
If your order has not arrived within the expected timeframe, please consider the following steps before contacting us:
- Check your shipping confirmation email for any errors in the delivery address.
- Inquire with your local post office to see if they have your package.
- Reach out to your neighbour's in case the courier left the package with them.
If the shipping address was correct, and the package was not found at the post office or with your neighbour's, please contact us at support@onlyfriendsstore.com with your order number. If a mistake was made in the delivery address, we can send a replacement order, but shipping costs will be your responsibility.

How do I Track my Order?

Once your order has been shipped, you will receive an email containing a tracking link. If you have any inquiries regarding your tracking or shipment, please feel free to contact us at support@onlyfriendsstore.com

 

I received a wrong/damaged product, what should I do?

We apologise for any inconvenience caused if the product you ordered arrived damaged. To assist us in promptly resolving this issue, kindly send an email to support@onlyfriendsstore.com within one week, including photos of the damaged product, your order number, and any additional details you have regarding your order. We will respond with a resolution as soon as possible.

 

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@onlyfriendsstore.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@onlyfriendsstore.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@onlyfriendsstore.com