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CUSTOMER SERVICE
Your Shopping experience can take place 24hrs a day, 7 days a week, 365 days a year. If you have any questions regarding the store or need assistance please contact Ken at ken@theoneclothing.com
SECURE ORDERING GUARANTEE:
We have the utmost confidence in our secure online ordering system. Our secure server software (SSL) is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels across the Internet. We guarantee that every order placed from our portal will be 100% safe. This means you pay nothing if unauthorized charges are ever made to your credit card as a result of shopping at our store.
PRIVACY POLICY:
We are committed to protecting your privacy online. We do not sell or rent your personal information to others. We use customer information we collect only for the purposes of filling orders, contacting purchasers to inform them of their order status.
METHODS OF PAYMENTS:
We currently accept Visa, Mastercard, and Paypal payments. If you are interested in purchasing our product but do not have one of the above credit cards or a paypal account please contact us at ken@theoneclothing.com.
TAXES & DUTIES:
Orders shipped within Canada:
Canadian orders will include all applicable Federal and Provincial taxes at checkout.
US and International Orders:
As The One Clothing Company does not charge Canadian taxes on any US and International orders, these orders may be subject to import duties and taxes, which are charged once your package reaches your country. If you do incur these additional charges, you might be presented with an invoice for which you are responsible. The One Clothing Company is not responsible for any taxes and/or duties which may be levied when your shipment enters your country of destination.
SHIPPING:
The shipping and handling charges are for a Standard 5 - 7 business day delivery. These charges are calculated based on location. * Shipping time may vary upon location.
RETURN POLICY:
All unworn/unwashed merchandise may be exchanged only in its original package, along with the receipt, for up to 30 days from the date the product is received. We will replace your item if it's defective in anyway or if you require different size.
Simply e-mail us once you receive your order at ken@theoneclothing.com with a description of what is defective with the item. We will then confirm your request for an exchange by email and will then send you a return authorization number. You should expect a response within 3-6 business days. Items sent without a return authorization number written on the shipping label will be refused.
Please pack and seal your return securely using an insured carrier service. Your shipment must be sent prepaid.
Send your exchange to:
The One Clothing Company
101 Wexford Blvd
Toronto Ontario
M1R 1L7
If you have any questions e-mail us at ken@theoneclothing.com.
Shipping and handling charges are *not refundable.
FAQ'S
What if I don't have a credit card or a paypal account?
If you are interested in purchasing The One Clothing and you don’t have a credit card or a paypal account please contact us at ken@theoneclothing.com. We will do whatever we can in order to get you what you are looking for. If you live in the GTA we may be able to arrange for C.O.D. If you live outside the GTA you could possibly send us the payment via email transfer, a certified cheque or money order. The bottomline is, if you want to purchase our product we will make it possible.
What's the difference between an in-stock item and a made-to-order item?
In stock items are items that we currently have in stock that can be pulled off the shelf and sent to you immediately. Made-to-order items are items that are produced once the order is received.
How long will it take for my order to arrive?
For in-stock items delivery should take 7-10 days depending on your location. For made-to-order items it should take 2-4 weeks depending on your exact location. If you require a rush delivery we are committed to do whatever we can to get you our product on time. Please indicate your request in the comments section during the ordering process. We will follow up with you via email to confirm the request. Additional shipping fees will be applied to your purchase.
What courier company do you use?
Fed Ex and Canada Post are the main couriers that we use.
What if I receive something that was damaged?
If your merchandise arrives damaged, please contact us within 24 hours of arrival via email at ken@theoneclothing.com. If the damage was caused by your carrier (UPS, FedEx, etc) we will provide you with full assistance in filing a claim with them. In the unlikely event that a product you received is defective, we will provide you with a replacement product at no charge.
What if I need to return an item?
At The One Clothing Company you can purchase our products with complete confidence. All of the items from The One Clothing Company are covered by our 30 day guarantee. If you are not completely satisfied with your purchase simply send back any unworn and unwashed items by following the instructions listed above.
What if I need to cancel an order I placed?
If you cancel the order before it has been shipped we will provide you with a full and immediate refund. If, however, you wish to cancel your order and the item has already been shipped we will provide with a full and immediate refund once the item has been received back out our warehouse. Please note that shipping fees are not refundable.
Do you ship order outside of Canada?
Yes, we ship to all international destinations, for all countries except for the United States just send us an email detailing where you are from and what item you want and we will take care of you.
*Please also note that there may be a brokerage, taxes, and duties fee charged by your country's customs department which The One Clothing Company is not responsible for. These fees are not included in the shipping cost of your order.
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