FAQ – one-987

FREQUENTLY ASKED QUESTIONS

Your Questions Answered.

How do I lodge a return?

All returns must be made within 7 days of receiving your order. Please ensure you select your items carefully as a return cannot be made for a simple change of mind, e.g. colour.

In the matter of a change of size request, all associated return freight costs will be at the cost of the customer.

Size exchange is subject to the current stock availability of the item.

Please email us if change of size is required. We will responed to notify you of availability and/or possible restock timeframe. ONE987 will cover the cost of the return if a product is deemed to be faulty*. In this case, store credit or refund can be issued for the value of the shipping return and the item. This refund is subject to standard bank transaction business day processing times, depending on your banking institution.

A returned item must be consistent with the following conditions:

-Un Washed.

-Un Worn.

-Un Damaged.

-Un Modified.

- With tags.

In order to return for an exchange in size, please send the following details to orders@one987.com.au & we will respond with the next steps to take. Please include the following information in your inquiry:

-Full name.

-Address.

-Order number & product description.

-Reason for return/ size change choice.

faulty* : ONE987 has strict quality inspection protocols to avoid such issues, however, in the unlikely event of a possible faulty product it must be not as described in the product photos/ description at the time of purchase. Your package has the potential to be handled by multiple people in transit, so a crinkled packaging and crease in the garment is possible and does not constitute a fault. Note that if an item has been handled by the customer not in accordance with the care instructions/ symbols it is also not a fault. If you consider your item to be faulty please send the following details to orders@one987.com.au so your case can be reviewed. Please include the following information in the inquiry:
-Full name.

-Address.

-Order number & product description.

-Clear photos of issue.

Delayed refund

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us via email correspondence or the chain of communications previously established.

Please note it can take up to two weeks from the date you post your items for your refund/exchange to be processed.

I have received the wrong item. What do I do?

We are terribly sorry if your purchase is not perfect!
Please contact our customer care team at orders@one987.com.au with your order number and a description + images of the incorrect item. We will then happily send you the steps to rectify.

My order is missing an item. What do I do?

If you have received your order but an item is missing, please double check that the item is not on pre-order. To do this you simply need to check the description of the item on our website. If it is not a pre-order item, please contact our customer care team at orders@one987.com.au and they will organise an immediate dispatch of your item.

Am I able to pay using Afterpay?

We offer Afterpay on our website which enables you to shop now and pay later. Afterpay allows you to pay off your items in affordable installments. Select the Afterpay option at the checkout and log in to your Afterpay account or create an account if you don't already have one.

Please note that we do not have access to your Afterpay information and we cannot alter your payment installments or schedule.

I haven't received my order. Can you provide an update?

We know how excited you must be to receive your ONE987 purchase. If it has been outside the advised shipping time-frame, please double check the tracking information sent to your email address. If the parcel is still in transit it means it is still on its way to you but may have been diverted which, unfortunately, can happen at times and is out of our control.

If the information indicates that the parcel has been delivered, please visit your local Post Shop / Outlet with your tracking number and a form of identification in hand to lodge an inquiry.

Do you ship internationally?

Yes, we offer international shipping. The postage costs are different for each country and are outlined when you reach the shipping section after adding to cart.

Please reach out to our Customer Care team if you are unsure. support@one987.com.au

My country is in lockdown, can I still place an order?

Yes, we are still dispatching as per usual. If there are any specific postage restrictions to your area, our Customer Care team will contact you via the email address provided in your order.

Please note: you may experience longer than usual delays with receiving your order due to COVID restrictions.