Customer Support

We are happy to help.
Where is your company located?

Our main office is in the United Kingdom.

How do I make changes after my order has been placed?

If you notice a mistake with your order after receiving an order confirmation email, please email us to info@onebag.uk

How to know if my order has completed?

You will receive a confirmed email including your order information by system automatically once you pay for your order completely.

Do you provide a tracking number?

Yes, we do. Once you complete your payment, you will receive an email with a tracking number.

Why don’t I receive the confirmed email after placing an order successfully?

In normal conditions, your email address maybe wrong or blocked by spam filters. You’d better check your junk mailbox or change your spam filters. Another way is leaving your usual mail address in order that you can receive all of our emails.

Will I have to pay customs duties, taxes or other fees?

You will not be charged any consumption tax by Onebag. However, you may need to pay the customs duties by yourself if there is any.

Which payment methods do you accept?

Paypal, all major credit cards, American express, Shop pay, Maestro, Diners Club, Discover, Klarna, Applepay and Googlepay are accepted.

How do you secure my payment information?

We take security very seriously and do not process any of your payment information ourselves. All payment methods Onebag offers are widely used around the world. They are all used by so many people, then they are safe and secure without doubt. Once you enter your personal and credit card information, your online purchase will be processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transaction.

What if I don't like my product after receive it?

Don't worry about it. Onebag promises an easy 14-day return policy. If you don't like the Product(s) after you receive the package, just return it unused and in its original packaging. Upon acceptance of your return, the refund will be issued to your original account. Any promotional gifts must also be returned with your returned item.

What should I do if I didn't receive my parcel?

You can email our customer service directly and show your tracking number, and then we will check it for you. Supposing that we are sure the parcel was lost indeed, we will arrange a new delivery or refund. However, if the items were lost because you offered us incorrect address information, you should be responsible for the loss.

How long until I receive my items?

Delivery Time= Processing Time + Shipping Time. Please check the shipping policy. 

Do you ship worldwide?

We are happy to UK and EU

Would I receive all my products in one package?

As we ship from different warehouses, you may receive more than one parcel for the same order.

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