Frequently Asked Questions (FAQ)

FAQ'S ONEDR

Are you missing topics in these FAQs or do you have additional questions? Please contact us, because we are happy to help you.

These ONEDR FAQs cover the following topics:

 

Ordering and delivery

What is the status of my order?
You will receive a track and trace code when your order is shipped, via email. This allows you to view the shipping status of your order. Please note that the track and trace code only works at the end of the day, when your order is shipped.

Will you be charged for shipping?
Shipping costs will be charged for orders under €50. The costs may differ per country and can be found on this page.

How quickly will I receive my order?
Orders placed before 10:00 PM are processed the same day and will usually be delivered the next day.

What happens if I am not at home when my order is delivered?
In the Netherlands we send all our packages with Postnl. If Postnl fails to deliver the package to your home, you can see what happened to your package in the track and trace.

Do you also send partial deliveries if an item from my order is not in stock, but the rest is?
Onedr prefers not to send partial deliveries, because then transport is required more often and that works against the sustainability we strive for. If you would nevertheless like to receive the items that are in stock, please contact [email protected]

Can I still change an order that I have already placed?
Once an order has been placed and paid, the shopping cart can no longer be changed. An address change or cancellation is sometimes still possible. You can call customer service to see what else is possible. You can also send an email via [email protected], but calling is faster.

My Track and Trace says that the package has been delivered, but I have not received anything?
Sad to hear! Unfortunately, we notice that this happens more often, especially during busy periods for delivery services. We would like to ask you to wait an extra two days. We often see that your package is still delivered!

I missed the delivery person. What now?
No problem! This can happen, and the delivery service also knows this. If you have entered specific delivery preferences in your account, they will follow these. Isn't this the case? Then they will most likely deliver your package to a collection point near you. They can also deliver your package to your neighbors, or they may try to deliver the package again the next day. Do you see on your track & trace that the package is being returned to us? Please contact our customer service and we will be happy to help you find a solution!

 

Returns and refunds

How does Onedr work with returns?
You can find everything about returns on this page: https://onedr.nl/retourneren

Do I have to pay shipping costs for exchanging or returning products?
The costs of returning are borne by the customer, we will bear the costs of the exchanged items to be sent by us.

How quickly will I receive my refund?
We will refund the entire purchase amount (including any shipping and payment costs) as quickly as possible, but no later than within 14 days of receipt of the cancellation notice. However, we may wait with reimbursement until we have received the products, or until you have demonstrated that you have sent them.

Guarantee

Does ONEDR also provide a guarantee on purchases?
Yes, ONEDR provides a one-year manufacturer's warranty. Of course, there are conditions attached to this. Everything about our warranty here.

What if my product breaks or is damaged?
If you have received something from us that is broken, we would like to hear from you as soon as possible. Even if your product breaks down within the 1-year warranty period through no fault of your own, you may contact customer service. Depending on the item and the nature of the damage, we will reimburse the repair costs or send a new product. Read our warranty conditions in the General Terms and Conditions. The 1-year warranty is separate from the legal warranty.

Contact

How do I get in touch with ONEDR?
Email: [email protected]
Phone: 06-51354176

Do you have a showroom?
No, we do not have a showroom, but we expect our shoes to soon be visible on the streets.

Why don't you have a showroom?
ONEDR makes items of the highest quality. This means that we use more expensive materials and also more expensive factories, which are not located in low-wage countries, but in Europe. That is why we want to keep costs as low as possible, so that ONEDR articles remain accessible to as many people as possible.

Complaints

What should I do if I have a complaint?
In case of problems, always contact [email protected]. We will then try to help you as best as possible.
If your complaint is not resolved after contacting our customer service? Then you can start a formal complaints procedure by submitting your complaint in writing to ONEDR.

In that case, send the complaint stating your name, address, place of residence and customer number or order number to:

ONEDR, Schutsboom 58, 5706 KH Helmond

As soon as we receive the letter, we will start working on it. You will receive a substantive response to your complaint, by telephone or e-mail, within 14 calendar days of receipt, but we will do our utmost to achieve this within 2 working days.

 

Sustainability and working conditions

How sustainable is ONEDR?
All ONEDR items are made in Europe (Italy and Portugal), so that our carbon footprint is as small as possible. Of course under good working conditions. You can find more about our sustainability mission here: https://onedr.nl/duurzaam

What about the working conditions?
ONEDR items are produced in Europe, where working conditions are strictly monitored. Therefore, no separate certificates have been requested for these items. In addition, we visited factories ourselves at the start of ONEDR, such as in Portugal and, through our long experience in the shoe world, we know what working conditions are acceptable.

How are your items transported?
Because all items come from Europe, nothing is transported by plane or container ship, but arrives by truck, i.e. by road. These are relatively short distances, because they are all within the same continent, which means our CO2 footprint is limited. Transport to the customer is via Postnl. We are working on collection points to limit transport movements as much as possible.

To clean

The use of Cookies

Cookies are used on the Onder site. This is a small file that is sent by an Internet server and that installs itself on the hard drive of your computer. This file keeps track of the visited Internet site and contains a number of data about this visit. Every time you visit our website, our web server automatically only recognizes your domain name and not your email address.

The information is only used internally by us and is therefore not passed on to third parties, such as other organizations for commercial purposes. This information is used to:
to notify you of updates to our site
contact you later for marketing purposes
improve the content of our website
When you visit our website we store:

your domain name when you visit our web page
your email address if you post messages/questions on this website
your email address if you communicate this to us
all information that you have voluntarily provided (for example research information and/or site registration)
Are you not satisfied with the handling of your complaint? Then you can also submit this to the European online dispute platform ODR (ec.europa.eu/consumers/odr).