Returns and exchanges
We hope you will love everything you order from our online store ONE-EYED, but if something isn’t quite right, you have 14 days to return or exchange your order (in accordance with Ukrainian law).
All our products are carefully checked before shipping. However, if you experience any issues with your order, please contact our team via e-mail, Telegram or Instagram — we’ll be happy to help resolve the situation.
Please note! Personalized and custom-made items are non-refundable!
HOW TO EXCHENGE
- Please contact our customer support team via e-mail, Telegram or Instagram to confirm the exchange details.
- Pack your item securely (reuse the original packaging if possible) and send it back to us via Nova Poshta using the details provided by our team.
- You can also exchange your item in person by visiting our workshop in Lviv — please contact us in advance to arrange a meeting.
HOW TO RETURN
- Please contact our customer support team via e-mail, Telegram or Instagram to confirm the return details.
- Include a return request form (printed, handwritten, or digital) and any required documents proving your purchase (such as an electronic receipt). We fully comply with Ukrainian tax regulations and fiscalize every transaction — according to government requirements introduced in 2020, receipts must be provided.
- Pack the return securely (reuse the original packaging if possible) and send it via Nova Poshta using the details provided by our team.
- Once we receive and inspect the returned item to ensure it hasn’t been used, your refund will be processed.
“EASY RETURN” VIA NOVA POSHTA (FOR DOMESTIC ORDERS)
You can also return or exchange your order through Nova Poshta’s “Easy Return” ("Lehke povernennya") service:
- Open the Nova Poshta app, go to “My Shipments,” and select the parcel you wish to return (the tracking number was included in your order email).
- In the “Manage Shipment” section, choose “Easy Return.”
- Select the reason for return from the list.
- Send the parcel using the generated return label.
If you return an item within 14 days of receiving it, the Easy Return service is free of charge.
IMPORTANT INFORMATION!
You may request an exchange or return within 14 days of receiving your order, provided that you have the receipt, and the item remains in original condition with all tags, labels, and packaging intact.
ONE-EYED reserves the right to refuse returns if the item shows visible signs of use.
Return and exchange shipping costs for items of proper quality are covered by the customer (for example, if you ordered the wrong size, color, or style, or simply changed your mind).
We will cover the return shipping costs only if the issue was on our side (wrong item sent, product defect, etc.).
REFUNDS
Refunds will be issued using the same payment method used for the original purchase, once the returned item has been received and inspected at our warehouse.
Please allow up to two business weeks for the refund to appear in your account.
Refunds are processed only for items that are in original condition, have not been used, and retain their tags, labels, packaging, and purchase receipt.
ITEMS THAT CANNOT BE RETURNED OR EXCHANGED
- Items that have been worn or used
- Items that have been washed or dry-cleaned
- Items with removed tags or labels
- Items used for photo/video shoots
- Custom-made or personalized items
- Gift cards
INTERNATIONAL RETURNS & EXCHANGES
International shipping, exchanges, and returns are handled at the customer’s expense.
Please contact our support team via e-mail, Telegram or Instagram to coordinate the details.
It`s important for us that your purchase makes you happy!