Below you’ll find answers to common questions about ordering from Onenes, delivery, returns, payments and caring for our products.
1. Where does Onenes deliver?
Onenes currently ships to customers in:
- United States
- United Kingdom
We do not currently offer delivery to other countries.
2. Where are orders dispatched from?
Onenes orders are dispatched from the United States.
Our business is based in the United States, and orders for both US and UK customers are shipped from the US.
3. How much does shipping cost?
Our current standard shipping rates are:
United States: Free standard shipping
United Kingdom: $8.88 USD per order
The applicable shipping charge will be displayed during checkout before you complete your purchase.
4. How long does order processing take?
Orders are normally prepared for dispatch within 1–2 business days.
Business days generally exclude weekends and applicable public holidays.
Processing time is separate from the estimated delivery time.
5. How long does delivery take?
After your order has been processed and dispatched, estimated delivery times are:
United States: 3–5 business days
United Kingdom: 3–7 business days
Including our normal 1–2 business day processing period, most orders are expected to arrive within approximately:
United States: 4–7 business days from ordering
United Kingdom: 4–9 business days from ordering
These are estimated delivery windows rather than guaranteed delivery dates. Carrier delays, severe weather, peak periods or other circumstances outside our reasonable control may occasionally affect delivery.
6. Will I receive tracking information?
Where tracking is supported by the shipping service used for your order, tracking information will be provided after dispatch.
Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.
7. What should I do if my order is delayed?
If your estimated delivery window has passed and your order has not arrived, please contact us at contact@Onenes.store.
Include your order number so we can review the shipment information and assist you.
8. What if I entered the wrong delivery address?
Please contact us as soon as possible if you notice an error in your shipping address.
We will try to update the address if the order has not yet been processed or dispatched. Once an order has entered the shipping network, we may not be able to change or redirect it.
Customers are responsible for providing complete and accurate delivery information at checkout.
9. What is the Onenes return policy?
Eligible products may be returned within 30 days after delivery, subject to the conditions set out in our Returns & Refunds Policy.
Please contact us before sending a product back so that we can review your request and provide the appropriate return instructions.
10. Do I need to pay return postage?
Onenes covers return postage for approved returns where our Returns & Refunds Policy states that return shipping is covered.
Please do not send a product back without first contacting us. This helps ensure that your return is sent using the correct instructions and to the appropriate return location.
11. Do you charge a restocking fee?
No. Onenes does not charge a restocking fee for eligible returns.
12. Can I exchange a product?
Eligible products may be exchanged for another available item of the same value, subject to stock availability and the conditions of our Returns & Refunds Policy.
Contact us before returning an item if you would prefer an exchange.
13. What happens if my order arrives damaged, defective or incorrect?
Please contact contact@Onenes.store as soon as reasonably possible after discovering the problem.
Include:
- Your order number
- A description of the issue
- Photographs of the product and packaging where possible
Once we have reviewed the issue, an eligible damaged, defective or incorrectly supplied product may qualify for an appropriate replacement or refund.
14. How can I pay for my order?
The payment methods currently available for your order will be displayed securely during checkout.
Payments are processed using the payment provider displayed at checkout. Onenes does not require customers to send payment information by email.
15. What currency will I be charged in?
The applicable product prices, shipping charges and order total will be clearly displayed during checkout before you submit your order.
For UK customers, please review the final amount and currency displayed at checkout before completing payment.
16. How do I choose the right Onenes pillow?
Each Onenes product page includes information about the product's dimensions, height, materials, construction and available features.
Some of our pillows include removable layers that allow the height to be adjusted, while other models have a fixed profile.
We recommend reviewing the specifications on the individual product page before ordering.
17. Are all Onenes pillows machine washable?
No.
Care requirements vary depending on the individual product.
Some Onenes products include removable, machine-washable covers, while foam and memory foam cores generally require different care.
Always check the product page, care label and instructions supplied with your product before cleaning it.
18. Can I wash the foam core?
Unless the instructions for your specific product expressly state otherwise, do not machine wash, soak or immerse the foam core in water.
Follow the individual care instructions supplied with your Onenes product.
19. What if my pillow arrives compressed?
Certain foam products may be compressed for shipping.
Where specified for your particular product, allow approximately 24–48 hours after unpacking for the foam to expand and regain its intended shape and dimensions.
Always follow the instructions supplied with the individual product.
20. Are Onenes pillows medical products?
No. Onenes pillows and sleep accessories are sold as general comfort products and are not medical devices.
They are not intended to diagnose, treat, cure or prevent any disease, injury or medical condition.
21. How can I contact Onenes?
For questions about an order, product, delivery, return or refund, contact us at:
Onenes
Owner: ANNA MARIE POWER
Email: contact@Onenes.store
Website: Onenes.store
Business Address: 1424 Orange St, Clearwater, FL 33756, United States
When contacting us about an existing purchase, please include your order number so we can assist you more efficiently.