Policies
Shipping
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.
Orders
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
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
FAQs
-
What is your return policy?
We offer a hassle-free return policy. If you are not completely satisfied with your purchase, you can return the item within 30 days for a full refund or exchange. Please ensure the item is in its original condition with all tags attached. -
How do I determine my size?
To find the perfect fit, refer to our detailed size chart provided on each product page. If you need further assistance, don't hesitate to contact our customer support team, and they will be happy to guide you. -
Is your website secure for online payments?
Yes, your online security is our priority. Our website uses SSL encryption to protect your personal and payment information. All transactions are processed securely through trusted payment gateways. -
Do you offer discreet packaging and shipping?
Absolutely. We understand the importance of privacy. All orders are packaged discreetly, without any reference to the contents. Our shipping labels are also discreet, with no indication of the product inside. -
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email containing a tracking number. You can use this number to track the status of your delivery. -
Do you ship internationally?
Yes, we offer international shipping to various countries. During the checkout process, you can select your country, and the shipping cost will be calculated accordingly. -
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment options. Choose the one that suits you best during checkout. -
Can I cancel or modify my order after it's been placed?
We process orders promptly to ensure quick delivery. If you need to cancel or modify your order, please contact our customer support team immediately. We'll do our best to accommodate your request if the order hasn't been shipped yet. -
How can I contact your customer support team?
You can reach our friendly customer support team by sending an email to support@onlyfriendsstore.com or by calling our toll-free number (provided on the Contact Us page). We are available during business hours and strive to respond to all inquiries promptly. -
Do you have a loyalty program or rewards program?
Yes, we value our loyal customers! Sign up for our newsletter to receive updates on exclusive promotions, discounts, and rewards for your continued support. -
Are gift cards available for purchase?
Yes, we offer gift cards that make perfect presents for any occasion. You can purchase them on our website and send them directly to the recipient's email address. -
What if an item is out of stock?
If an item is currently out of stock, you can sign up for email notifications to be alerted when it becomes available again. Alternatively, you can contact our support team for assistance in finding a suitable alternative. -
Are the product images on the website true to the actual items?
We take pride in providing accurate product images. However, please note that colours may vary slightly due to different monitor settings and lighting conditions.
If you have any other questions or need further assistance, don't hesitate to contact us at support@onlyfriendsstore.com. Our team is here to make your shopping experience enjoyable and fulfilling!
FAQs and Policies
Delivery
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.
Orders
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
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