HOME FAQS

Do You Need Help?

Here you will find answers to the questions we are most often asked about products, orders, deliveries, and much more

Returns

Orders

Deliveries

Warranty and technical assistance

Recording

My account

Payments

Products

Smartwatches - Extend battery life

Wrist-worn smart timepieces
How is the delivery processed?
What is the delivery time for my order?

Delivery times vary depending on the destination. Currently, the times are:
Mainland Portugal - within 48 hours (business days)
Portugal Islands - 5 to 10 business days
Other destinations - up to 7 business days

Note: The indicated times are estimates and may vary due to external factors.
Shipping occurs after the order processing time, valid for business days (excluding weekends and holidays).
During festive seasons and high-traffic periods like Christmas, delivery times may be longer than usual.
What are the delivery costs for my order?

Deliveries of all products purchased in our ONE online store are governed by the shipping policy indicated below:
Mainland Portugal - the shipping cost is €3.50. For purchases over €55, shipping is free.
Portugal Islands - the shipping cost is €5.50. For purchases over €55, shipping is free.
Spain, France, Germany, Belgium, Poland, and the Netherlands — the shipping cost is €5.50 or €10 (express shipping). For purchases over €99, shipping is free.
Austria, Denmark, Hungary, Luxembourg - the shipping cost is €5.50. For purchases over €99, shipping is free.
Croatia, Estonia, Ireland, Italy, Lithuania, United Kingdom, Switzerland, and U.S. - the shipping cost is €15. For purchases over €99, shipping is free.
Romania - the shipping cost is €14.50. For purchases over €99, shipping is free.

Note: We do not ship to countries not properly listed in the current shipping policy.
The purchase amount considered for free shipping is the value of the products, including all product discounts, excluding shipping and handling fees.
For shipments outside the EU, additional taxes and fees may be charged according to local legislation.

Customs and Import Fees

Due to different customs policies and import fees, ONE is not responsible for paying these charges, which are the responsibility of the final customer. We have no control over any other potential costs, fees, or taxes that may be applied when an order arrives in your destination country.
The total price includes only the item price, applicable VAT, and shipping costs.
If in doubt, you can contact your local customs office before placing the order to get information about customs costs and their applicability.
I haven't received my order yet, what should I do?

If for any reason your order is delayed for more than 48 hours, please contact our Customer Support team via email: Info@onewatchcompany.com
Can I schedule a date and time to deliver my order?

We currently do not offer the option to schedule deliveries. Our logistics team works continuously to ensure that deliveries are made efficiently and within the estimated timeframes, but we cannot accommodate specific delivery scheduling.
However, we do our best to ensure that orders are delivered as quickly as possible and with the greatest convenience to our customers.
Alternatively, you can request delivery to a DPD Pick-Up point and collect your order there when it is convenient for you.
Can I pick up my order at a physical store?
Can I change the delivery address after confirming the order?

After payment confirmation, our orders are shipped directly from our distribution center, which prevents us from making any changes to the order in transit, including the recipient's address.
How can I track my order?