Q: DO YOU OFFER FREE SHIPPING?

All orders (domestic or international) come with Free Standard Shipping and a tracking number for easy tracking.

Question 1

CAN I CANCEL MY ORDER?

Accepted Answer

Cancel your order penalty-free! Ensure you do so before it ships by replying to your order confirmation. If the item has already been dispatched, simply utilize our hassle-free return process for a full refund.

Question 2

RETURN / EXCHANGE POLICY?

Accepted Answer

We are confident you'll love our products. That's why we offer a risk-free 30-day money-back guarantee. If for any reason you're not completely satisfied, simply return or exchange your purchase within 30 days for a full refund.

Reach out to us at hello@oneakids.com with your order number and return / exchange reason, and we'll promptly facilitate your return or exchange.

Please note that all items marked as final sale are not eligible for returns or exchanges.

Items purchased during our Black Friday Sale are final sale.

Return Fees:
We understand how convenient free returns can be, and it's something we aspire to offer in the future. However, as a small business, we are currently unable to provide free return shipping labels. At this moment, the responsibility for return shipping costs lies with our customers.

We appreciate your understanding and support as we grow. If you have any other questions or need further assistance, please don't hesitate to contact us.

Question 3

WHAT ARE YOUR PRODUCTS MADE OF?

Accepted Answer

Our main fabric is a blend of organic cotton and eco- friendly sourced bamboo from viscose that is manufactured in a closed loop process meaning that all liquid is recycled and all solvents are captured and removed to ensure that the process is as eco-friendly as well.

We are always looking for ways to be more organic in our process.

Most fabrics have an upside and downside. The bamboo, while less ideal to process, uses less water in production than a traditional cotton. All our fabrics are source tested and dyed with eco-friendly dyes.

The manufacturing process is very complex and we have initiatives to introduce new fibers and fabrics that have the wonderful softness that bamboo achieves and are more organic in processing.

Please note that not all our products are vegan friendly.

Question 4

PROCESSING TIME

Accepted Answer

Our commitment to quality means all orders undergo a standard processing period. We aim to dispatch your order within 24-48 business hours from the time the order is confirmed. This includes meticulous inspection and careful packaging of your chosen items to ensure they meet our high standards before being handed off to our shipping partners.

All orders are shipped from our warehouse in New Jersey, ensuring efficient delivery across the USA, Canada, the UK, Ireland, and Australia.

Question 5

SIZE CHART

Accepted Answer

Question 6

HOW DO I PLACE ORDERS?

Accepted Answer

Ordering at Onea's Online shop is straightforward. From the product page, just select the size of the item you want and the quantity, then click "Add to Bag". Once you're done shopping, click on the Shopping Bag button at the top of the page and follow the instructions to check out.

Question 7

HOW DO I WASH/CARE FOR MY ONEA?

Accepted Answer

We recommend washing your Onea for Kids goodies on low or delicate with a mild detergent (if you’d like you can add in some vinegar as a natural fabric softener!) Make sure to wash your Onea with similar items.
This will help prevent agitation that can occur when washing with bulkier items.
Drying on the gentle cycle/low temperature is okay. However, we recommend laying flat to dry if you’re able, as this will help your Onea last as long as possible!

Be careful with spray and wash! Make sure to read the instructions on the bottle carefully. If stain treatment is left on clothing for too long permanent stains can occur.

Question 8

SHIPPING TIME

Accepted Answer

We are delighted to offer FREE shipping on all orders within the USA. Please allow a delivery period of 7-9 business days.

For our valued customers in Canada, the UK, Ireland, and Australia, shipping times are typically 7-10 business days post-dispatch.

Please note that all orders are provided with a tracking number for your convenience and peace of mind.

Please Note: Business days do not include weekends (Saturday and Sunday) and public holidays. We and our trusted delivery partners are dedicated to getting your order to you as swiftly as possible. Your patience and understanding are greatly appreciated.

Question 9

REFUND POLICY

Accepted Answer

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, you can contact us at: hello@oneakids.com

We’ll send you a return instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please ensure products are returned in their original condition, with all original contents, tags attached as received, and no signs of wear or flaws. If the items do not meet these conditions, they will be sent back to you.

Items marked as final sale are not eligible for returns or exchanges. Items purchased during our Black Friday Sale are final sale.

Question 10

DO YOU OFFER FREE SHIPPING?

Accepted Answer

All orders (domestic or international) come with Free Standard Shipping and a tracking number for easy tracking.

Question 11

CAN I CHANGE MY SHIPPING ADDRESS?

Accepted Answer

If you've entered an incorrect or misspelled address, just respond to your order confirmation email with the correct details. We'll update it and send you an updated confirmation promptly! You can also email us any time to make any changes in your order at: hello@oneakids.com

Question 12

WHY DON'T THE SIZES ON SOME PRODUCT TAGS MATCH THE SIZE I ORDERED?

Accepted Answer

Please note that our garments are manufactured and labeled according to European children's sizing standards. As a result, you may notice that the size indicated on the tag may read one or two sizes different than the size you ordered.

Don't worry! This is just a labeling difference, and the item will fit as expected.

If you have any questions or concerns regarding the sizing, please do not hesitate to reach out to our Customer Service team at hello@oneakids.com

Question 13

DAMAGES AND ISSUES

Accepted Answer

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Question 14

HOW DO I PAY FOR MY ORDER?

Accepted Answer

For your convenience, we accept all major credit cards (American Express, VISA, MasterCard, and Discover/Novus), PayPal, Apple Pay and Onea Kids Gift Cards.

Question 15

WHERE ARE YOUR PRODUCTS MANUFACTURED?

Accepted Answer

Our products are manufactured in Chengdu, China.

We have a long-standing relationship with our factory team and our team is compensated with an above fair wage. We’ve worked with the same factory team for several years! They’re a family-run business with team members all from the same town and they have been producing our goods for the entire duration of our company, which is different from many other China factory situations.

We meet with them annually to brainstorm even better ways to produce our goods and also to personally thank the entire team, from our directors to our sewers.

Here's a little background on why we work with China factories:

They’re great at producing at scale with precision.
Because shipping & logistics are relatively easy from there to the US and we’re familiar with that process already from all of our years of experience
They allow us to keep the pricing to our customers and still manage all the costs and risks that come along with building a business.

Question 16

EXCEPTIONS / NON-RETURNABLE ITEMS

Accepted Answer

Please note that all items marked as final sale are not eligible for returns or exchanges.

Items purchased during our Black Friday Sale are final sale.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Question 17

WHAT SHOULD I DO IF I RECEIVE A DEFECTIVE OR DAMAGED ITEM?

Accepted Answer

If you received a damaged or defective product please reach out to us.

Our team will collect the information needed and come to a solution that works for you.

Question 18

GENERAL INFORMATION

Accepted Answer

Rest assured, whether you're ordering from the USA, Canada, the UK, Ireland, or Australia, our team is committed to ensuring a smooth and timely delivery process from our New Jersey warehouse. We thank you for your trust in us and look forward to fulfilling your order.

Question 19

EXCHANGES

Accepted Answer

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Question 20

HOW CAN I TRACK MY ORDER?

Accepted Answer

Once your order has been shipped, ONEA For Kids will send you a shipping confirmation email and tracking number.

Question 21

RETURN FEES

Accepted Answer

We understand how convenient free returns can be, and it's something we aspire to offer in the future. However, as a small business, we are currently unable to provide free return shipping labels. At this moment, the responsibility for return shipping costs lies with our customers.

We appreciate your understanding and support as we grow. If you have any other questions or need further assistance, please don't hesitate to contact us.

Question 22

I JUST PLACED MY ORDER, WHEN WILL I RECEIVE IT?

Accepted Answer

For U.S. orders:
Due to very high demand, please allow us 1-2 business days to process your order and 7-9 business days for delivery.

Orders to Canada, the UK, Ireland, and Australia are processed within 1-2 business days, with delivery typically taking 7-10 business days.

All orders come with Free Standard Shipping and a tracking number for easy tracking.

All orders are shipped from our warehouse in New Jersey, USA

Question 23

REFUNDS

Accepted Answer

We will notify you once we’ve received and inspected your return and you’ll be automatically refunded on your original payment method within 4-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@oneakids.com

Question 24

HOW DOES REAL TIME INVENTORY WORK?

Accepted Answer

Our inventory is managed in real time. Product availability is displayed on each product page. It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock.

Items in your shopping bag will be saved indefinitely, should you want to shop at a later date. As inventory levels get depleted, the corresponding saved item(s) will be automatically removed from your shopping bag. Therefore, when you return to shop our site, the items in your saved shopping bag will only reflect what is currently available for purchase.

Question 25

WHERE ARE ORDERS SHIPPED FROM?

Accepted Answer

All orders are dispatched from our warehouse in New Jersey, US.

Question 26

DO YOU SHIP OUTSIDE THE UNITED STATES?

Accepted Answer

Yes, Oneakids.com currently ships to Canada, Australia, the UK, and Ireland, offering free standard delivery.

Additionally, the site accepts all international billing addresses.

Question 27

IS MY CREDIT CARD SECURE?

Accepted Answer

The importance of security for all personally identifiable information associated with our customers is of utmost concern to us. We take great care in providing secure transmission of your information from your computer to our servers. For instance, when credit card information is transmitted, we use the industry standard SSL (secure socket layer) encryption. SSL encryption is a method by which information is encrypted while being transmitted over the Internet. While no method is completely impenetrable, SSL is the state-of-the-art encryption technology used in e-commerce today. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we are committed to protecting your personal information, Onea Kids cannot entirely ensure or warrant the security of any information you transmit to us. The protection of your personal information is important to Onea Kids, and as a result, we do not accept orders via email.

Question 28

WHERE IS ONEA LOCATED?

Accepted Answer

Onea's corporate office is located at 1441 Broadway, Ste 6116, New York, NY 10018.

Our remote team is based in New York, California, the UK, and China.

Question 29

DO YOU MAKE PRICE ADJUSTMENTS?

Accepted Answer

We cannot make price adjustments to orders placed before or after our special sales.

Question 30

INFLUENCERS & BRANDS – WANT TO COLLABORATE?

Accepted Answer

We love working with influencers and brands who have a love for children's fashion and share our aesthetic, please contact us at nano@oneakids.com

Question 31

SOCIAL MEDIA POLICY

Accepted Answer

We absolutely love seeing photos of your babes all cozy and growing in their Onea Kids gear on our social media platforms and when you tag our account @oneakids. Please note that use of the hashtag #oneakids or tagging your photo with our handle, @oneakids, will be taken as permission to share the image(s) on our social media channels, including ads, Instagram, Facebook, Pinterest, and email.

Question 32

HAVE A QUESTION THAT'S STILL UNANSWERED?

Accepted Answer

We're here to help! Email us at: hello@oneakids.com

For a quicker response, include your order number in the subject line.

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