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Account Troubleshooting

How do I unsubscribe from the emails?

To stop receiving emails, click the unsubscribe link at the bottom of any Onceit email.

How do I change my delivery address?

You can add, edit and delete addresses via My addresses.


How do I use credit?

Credit is automatically added to your order when you check out. You cannot use credit to pay for shipping, so you may have to make a credit card payment for this.
You can check your credit balance via your credit history.
Any credit for items returned to us will not expire; credit earned from inviting friends is valid for 6 months from issue date.

How does invite credit work?

  • Invite any of your friends to become a Onceit member via your unique link and we will load $20 Onceit credit to your account when they make their first purchase over $60!
  • The credit will be added to your account once their order is processed. This is an automated system; we are unable to manually upload credit in instances where the link is not used correctly.

Order Troubleshooting

How long will it take to have my order sent to me?

Most of our stock is on order and is received after sales have finished, we ask you to allow two weeks for delivery from date of purchase. If we are able to deliver sooner we will state this in the product descriptions. All couriers are signature required and may be delivered between the hours of 7am and 6pm, Monday to Friday. If you wish to check the estimated delivery time for your order, you can in your order history.

My order says sent but it has not arrived yet?

When your order says it has been sent it means that it has been picked & packed and is now with one freight partners for the fastest possible delivery to you. No status? Don't worry, it may take up to a few hours to be updated after receiving your tracking information email.

I didn't receive my entire order?

Sometimes orders will be sent split if there is a gap between stock arriving, the rest of your order should still be on its way. If you haven’t received the rest of your order after a week, get in touch and we will look in to it for you.

Did my purchase go through?

If your order is placed successfully, it will be available to view in your order history.

Can I cancel my order?

We can cancel an order for you whilst the sale is still live. However we are unable to cancel your order once a sale has finished, as your order is immediately sent through to our brands for processing. If your item is eligible for return then you are welcome to send this back to us for a refund or credit once received.


How do I make a return?

You can find our returns policy here.

Can I exchange my order?

Unfortunately because we place orders post sale for exactly what has sold, we do not hold any extra stock for exchanges.

My order has arrived faulty/broken, what do I do?

We are so sorry you have received a faulty item, please get in touch with us at and we will get this resolved for you as quick as we can.

Shipping & Delivery

Can I pick my order up?

Unfortunately our dispatch has limited accessibility so we are unable to facilitate collections.

Where is my tracking email?

When your order is on the way you will receive a tracking email, the tracking link will allow you to check your order’s progress. If at any point you wish to check on your orders status, you can do so can do so in your order history.

What happens if I'm not home when my parcel is delivered?

A card to call will be left by our couriers to organise redelivery at a time that will suit you, keep an eye on your tracking too just in case the card to call is misplaced.

What happens if my tracking is showing delivered/completed but I have not received it?

Please contact our customer services team within three weeks from the date of delivery so we can launch an investigation with the couriers. If you choose grant authority for the courier to leave, then we are unable to process a claim for this. If you contact out of this time period we are will be unable to fulfil your order as we are unable to process a claim.

What are same day dispatch sales?

Same day dispatch sales are when we will dispatch your order the same day as you purchase. Please note this offer is exclusive to products purchased in same day dispatch sales and excludes weekends.


Can I buy something from a sale that has finished?

Unfortunately as we order exactly what has sold immediately post sale, we are unable to accept late orders.

How do I delete something out of my cart?

Select your shopping cart in the top right corner, you will find each item has a delete icon to the left of every product in your cart.

Do you offer lay-by, or hold items?

With our sales being so heavily discounted everything is first come first served, because of this we are unable to offer holds or lay-bys.

Anything unanswered? We'd love to answer it for you.

Contact Support