Returns and exchanges

RETURNS AND EXCHANGES

We genuinely hope you love everything you order from ONE-EYED. However, if an item is not quite right, you are welcome to return or exchange it within 14 calendar days from the actual date of delivery receipt, in full compliance with consumer protection standards.

All ONE-EYED products undergo strict two-stage quality inspection before shipment. If you encounter any issues or have questions regarding your order, please reach out to our customer support team via e-mail, Telegram, or Instagram — we are always here to help.

Please Note! Personalized and custom-made apparel items tailored to your specific body measurements or individual design modifications are strictly non-returnable and non-exchangeable.

HOW TO EXCHANGE AN ITEM (FOR DOMESTIC ORDERS WITHIN UKRAINE ONLY)

• Consultation: Contact our support team via e-mail, Telegram, or Instagram to verify stock availability for the replacement size or model and confirm exchange details.
• Shipping: Pack the Product securely (we kindly encourage reusing our original packaging to support sustainability) and ship it via "Nova Poshta" using the address details provided by our support manager.
• Workshop Pickup (Lviv): You may also exchange goods directly at our Lviv-based workshop located at 31 Sofii Yablonskoi St (Zavodska St). Workshop visits must be scheduled in advance with customer support.

HOW TO RETURN AN ITEM (FOR DOMESTIC ORDERS WITHIN UKRAINE)

• Notification: Notify our customer support team of your request to return an item.
• Documentation: Include a completed Return Form (printed, handwritten, or sent to us digitally) and a copy of the official electronic fiscal receipt sent to your email during purchase. Under applicable regulations, monetary refunds cannot be legally processed without the original sales receipt.
• Packaging and Dispatch: Pack the item securely in its original packaging and send it via "Nova Poshta".

COMPLIMENTARY "EASY RETURN" SERVICE BY NOVA POSHTA:

You can take advantage of a swift and entirely free return shipping method within 14 days of delivery:

• Open the "Nova Poshta" mobile application and go to the "My Shipments" dashboard;
• Select the package received from ONE-EYED, and under the "Manage Shipment" menu, select the "Easy Return" (Lehke povernennya) service;
• Select the reason for your return from the dynamic list and generate an electronic waybill;
• Provide the waybill number to the operator at any "Nova Poshta" branch and hand over the package. Shipping is completely free of charge under this service.

MANDATORY CONDITIONS FOR RETURNS AND EXCHANGES

Returns or exchanges for items of good quality are approved strictly if the following parameters are satisfied:

• The item is completely unworn, unwashed, and shows no signs of wear, stains, alterations, or cosmetic/tobacco odors;
• The product has not been sent to a dry-cleaning service;
• The item retains its pristine commercial appearance, original factory tags, interior labels, protective seals, and original packaging intact (labels must not be cut or detached);
• The purchase receipt and a completed return form accompany the package.

Important! ONE-EYED reserves the legal right to reject a return or exchange request if the product exhibits clear signs of wear, physical damage, missing components, or detached tags.

SHIPPING FEES RESPONSIBILITY

• Covered by the Buyer: If an exchange or return is initiated because the size, color, or style did not suit you, or if you simply changed your mind.
• Covered by the Seller: If you receive a product with a verified manufacturing defect, an incorrect item, or a size discrepancy due to our processing error. Such instances must be reported within 7 days of package delivery accompanied by clear photo or video evidence confirming the defect or the non-conformity of the received item with your order.

NON-RETURNABLE AND NON-EXCHANGEABLE ITEMS

Pursuant to international e-commerce guidelines and sanitation standards, the following items cannot be returned or exchanged:

• Custom-made or tailored garments adjusted to individual client sizes or personal modifications;
• Items showing signs of wear, washing, or those utilized for professional photo/video shoots;
• Intimate personal apparel for hygiene and sanitary reasons: underwear, bodysuits, corsets, pajamas, and hosiery;
• Gift cards (certificates) and physical greeting cards.

INTERNATIONAL POLICY (FOR ORDERS SHIPPED OUTSIDE UKRAINE)

• PRODUCT EXCHANGES ARE NOT AVAILABLE. Due to complex international customs clearance pathways and international shipping routes, direct exchanges are not supported for cross-border shipments. If you require a different size, please place and pay for a new order on the Site.
• Returns of good quality from abroad are executed entirely at the Buyer's expense (including full payment of international freight, customs clearance duties, and import taxes levied upon entering Ukrainian borders).
• Should any customs clearing charges be billed to the Seller in Ukraine, the exact amount will be deducted from the Buyer's final refund total. Original outbound shipping fees and taxes paid at checkout are strictly non-refundable.

REFUND METHOD AND TIMELINE

• Refunds are completed within 14 business days from the date the package successfully arrives at our warehouse and passes our condition and quality assessment.
• In strict accordance with international payment system standards (Visa, Mastercard) and financial anti-fraud security protocols, refunds are issued exclusively via the same payment channel and to the exact same bank account/payment card used to initiate the initial purchase.