Exchanges and Returns
At ONE, we value our customers' satisfaction above all. We understand that sometimes purchases may not meet expectations.
That is why we have a flexible exchange and return policy designed to make the process as simple and convenient as possible.
How to return an item purchased online?
The law grants the consumer the right of withdrawal, which means you can return your items within 14 days. We believe you won’t regret it, so if you are not completely satisfied, you can return your item within 30 consecutive days after receiving the order.
To return the item, you must select this option directly on our website OneWatchCompany.com.
Below is the step-by-step process to carry out the return:
1 – Log in to the One website.
2 – Hover over your profile icon in the top left corner.
3 – Click on 'My Account'.
4 – Click on 'My Orders'.
5 – Choose the order and click to open it.
6 – Below, click on 'Return / Exchange'.
7 – Click on 'Return'.
8 – Choose the reason for the return.
9 – Select the collection method.
10 – Choose how you want to receive the refund.
11 – Click to finalize.
Subsequently, you must send your order to be analyzed by our technical assistance department. Items must always be returned in the original packaging and with all accessories.
Only items in perfect condition, without any damage or signs of use, will be accepted. After successful product validation, we will proceed with the refund to the indicated IBAN.
Along with your order, you received a plastic envelope and a label. Just place the item, original accessories, and the respective invoice inside that envelope and drop it off at a DPD "Pick-Up" point counter to be sent to us at no cost.
If you no longer have the envelope, you can send it to our address:
Attn: ONE Customer Support
Rua das Amoreiras 56
1250-024 Lisbon
Can I return it in person at a store?
Items purchased in the online store can be returned at official One physical stores.
To return your items purchased on the website, you must follow the steps indicated in the previous point and choose the store you prefer.
How can I make an exchange?
It is possible to exchange an item within a maximum period of 30 consecutive days after receiving the order.
Our exchange process applies only to exchanges of sizes or colors of the same item.
For example, if you bought a ring and the size is not correct, you should follow the steps below to carry out the ring exchange process on the website.
1 – Log in to the ONE website
2 – Hover over your profile icon in the top left corner
3 – Click on 'My Account'
4 – Click on 'My Orders'
5 – Choose the order and click on it
6 – Below, click on 'Return / Exchange'
7 – Click on 'Exchange'
8 – Choose the correct colors or sizes
For all other cases where you want to make an exchange, you can send the item to be analyzed by our technical support department. Items must always be returned in the original packaging and with all accessories. Only items in perfect condition, without any damage or signs of use, will be accepted.
After successful validation of the item, our logistics warehouse will proceed to send the new item to the indicated address.
With your order, you received a plastic envelope and a label. Just place the item, original accessories, and the respective invoice inside that envelope and drop it off at a DPD "Pick-Up" point counter to have it sent to us at no cost.
If you no longer have the envelope, you can send it directly to our address:
Attn: ONE Customer Support
Rua das Amoreiras 56
1250-024 Lisbon
Can I exchange items in-store?
If you purchased a product through our website, you can only make an exchange at our official ONE stores.
We currently have 4 physical stores where you can make your exchanges:
- One Braga Parque Store
Quinta dos Congregados, 4710-427, Braga
Braga Parque - Store No. 2125, Floor 2 Monday to Sunday from 10 am to 11 pm
- One Oeiras Parque Store
Av. António Bernardo Cabral de Macedo, 2770-219, Paço de Arcos
Oeiras Parque - Store 2026, Floor 2 Monday to Sunday from 10 am to 11 pm
- One Norteshopping Store
R. Sara Afonso, 4460-841, Senhora Da Hora
Norteshopping - Floor 0 Monday to Sunday from 10 am to 11 pm
- CascaiShopping Kiosk
Estrada Nacional 9, 2645-543 Cascais
CascaiShopping - Floor 0 Monday to Sunday from 10 am to 11 pm
NOTE: All products purchased from ONE partner resellers must be exchanged or returned at the store where the item was originally bought.
Official ONE partner resellers have their own internal policies and can provide the appropriate guidance on how to proceed.
Do I have to bear the costs of returning the item?
Changing your mind is normal, it happens. If you decide to return a product purchased in our online store, you can do so at no cost.
With your order, you received a plastic envelope and a label. Just place the item, original accessories, and the respective invoice inside that envelope and drop it off at a DPD "Pick-Up" point counter to have it sent directly to us.
You must keep this label and envelope during the warranty period of your items; otherwise, you will have to bear the cost of return shipping.
Warranty Duration
Indeed, from January 1, 2022, all items sold by One come with a 3-year warranty period.
Items sold until January 1, 2022, come with a 2-year warranty.
How is the refund processed?
Changing your mind is normal, it happens, and we want to ensure you receive your refund as quickly as possible!
Payment refunds are processed within a maximum of 30 days from the date we receive the item for analysis by our technical support department.
We have two ways to process the refund:
- The refund is made directly by the same payment method chosen.
- Alternatively, it can be made by issuing a payment voucher, which will be available in your profile to discount on your next ONE purchase.
Note: The refund excludes shipping costs.
How to track the return processing?
After you start the return process through our website, you will receive a confirmation email at the address associated with your account.
At the same time, all information about your order return will be updated in your customer area. Just log in and follow it.
If you have any questions or need further clarification, you can contact our Customer Support team via email: Info@OneWatchCompany.com
How can I cancel my return?
To cancel the return process of your order, you must send an email to our Customer Support service - Info@OneWatchCompany.com - indicating the order reference which you can find on the invoice, in the customer area, or in the payment confirmation email.
From there, the process is handled directly by us.
How to generate an exchange/return label
To send us the item you want to exchange or return, you must use the plastic envelope and the DPD return label you received with your order.
If you no longer have these shipping elements, you can fill out the following form with your personal data to generate a new label: https://rmp.dpdgroup.com/030/OneWatchCompany
The item must be sent properly packaged and identified with the invoice/gift receipt to ensure the fastest resolution of your request.
The order must be delivered to a DPD Pick-up point, with no associated cost.
We emphasize the need to receive and keep the carrier information with the shipping number of your return.
You should never accept to receive an order that is not properly sealed.
If you accept to receive an order that is not properly sealed, we cannot be held responsible for the condition of the product inside.
If you receive a properly sealed order and the product inside does not match what you ordered, has any defect, or is damaged, you should contact our Customer Support via email at info@onewatchcompany.com so we can immediately address the situation.