Question 1

Contact

Accepted Answer

Our Help Center is here to answer some of the most frequently asked questions. If we didn’t cover your questions or if some things are just not that clear, simply reach out to us. Our customer care team is just one contact form away and ready to assist you.

Contact us

Keep in mind, it is best if you reach out to us only once, as inquiries are responded to in order of the date received. Meaning, if you reach out to us again and again with no response, that’s because you move to the back of the queue with each new request. Thank you for your patience.

Question 2

Terms and Conditions

Accepted Answer

Please find our General Terms & Conditions here: GTC

Question 3

Talent Management

Accepted Answer

We are very proud of our growing community and are enormously thankful for your continuous support. Please send an e-mail to sponsorship@oneractive.com if you are interested in cooperating with us. We will gladly get back to you in case of a possible partnership.

Please note: Due to the high amount of requests, it may take several weeks until you receive an answer. Thank you for your understanding!

Question 4

Size Chart

Accepted Answer

Here at Oner Active we know how important the correct size and a perfect fit are for looking and feeling extraordinary. Based on our experience and community’s feedback, we have developed items which are true to size and perfectly fitted to the female body.

To make your life easier, we have added a sizing tool to our website. Our size-assistant helps you find your perfect size. Size Guide

Question 5

Member Area

Accepted Answer

We recommend all our customers that order to register in the Member Area. That allows you to easily check your order, address, newsletter options, your password and do address changes. It is the best way to have direct access to order information.

Please be aware, that if you change your address in the member area after you order has been fulfilled, your address change is only valid for your future orders. Please contact the carrier or our customer care team, if you have to change the address for your current order.

You can also register in the Member Area after you have placed your order. If you use the same e-mail address you used for your order, you will be able to see your current order status.

Click here to create an account:

Create Account

Question 6

Oner Points

Accepted Answer

Reward yourself and receive Oner Points for every purchase. Redeem these at your next order and save money! You receive Oner Points for every purchase made on our website, by following us on social media or by simply updating your contact information in the Member Area.

Plus, you receive special offers and deals. For more information about Oner Points, please click here:

Oner Points

Question 7

Order confirmation

Accepted Answer

After your purchase, you will receive an order confirmation to the e-mail you have provided, when placing your order. Please check your spam folder and contact us, if you haven’t receive a confirmation. You might have accidently mistyped your e-mail-address.

Question 8

Shipping confirmation

Accepted Answer

Your shipping confirmation will be sent, as soon as your package leaves our warehouse. Please note, that processing times are 1-3 business days. Please go to „Shipping“ in our Help Center for further information.

Question 9

Can I change my order?

Accepted Answer

Unfortunately, it is not possible to change orders once they have been placed. Please check our return policy for further information.

Question 10

Can i change my delivery address?

Accepted Answer

Unfortunately, once an order is placed, we cannot make any changes to it. If your address is incorrect, we recommend contacting the carrier directly, as soon as you receive a tracking link. They might be able to reschedule your delivery to a pickup location nearby. Otherwise, our customer care team will find a solution, should the tracking link show that your package is on its way back to us.

Question 11

Can I cancel my order?

Accepted Answer

Unfortunately, it is not possible to cancel orders once they have been placed. You have the option to return your items, if you should be unhappy with them. Simply go to oneractive.com/Returns and get your prepaid shipping label.

Question 12

I received a faulty item

Accepted Answer

If you have received a faulty item, please contact us immediately with the following information:

Your order number
Picutres of the faulty item, the packaging and the delivery slip

Please make sure to keep the delivery slip and also make pictures of the outside and inside of your package. We will find a solution for you as fast as possible! Please only return the faulty item, if our customer care team asks you to.

Question 13

I received a wrong item

Accepted Answer

If you received a wrong item, please contact us immediately with the following information:

Your order number
Picutres of the wrong item, the packaging and the delivery slip

Please make sure to keep the delivery slip and also make pictures of the outside and inside of your package. We will find a solution for you as fast as possible! Please only return the wrong item, if our customer care team asks you too.

Question 14

I am missing an item

Accepted Answer

If you are missing an item, please double-check our order confirmation first and compare it with the items that have been delivered. If one or more items are missing, please contact us with the following information:

Your order number
Pictures of all items that were delivered, the packaging and the delivery slip

We will find a solution for you as fast as possible.

Question 15

My order was cancelled

Accepted Answer

Payment security
Providing the best payment security and keeping your data safe is one of our top priorities. We provide the best payment security and use verified security systems for all our online shops. If your order was cancelled it is possible, that your payment method is not in line with our security standards. Please make sure to double-check your invoice and payment information and place your order once more.

Item not available
If your order was cancelled due to stock shortage on products, we will immediately inform you by e-mail. We strive to have all of our items available at all times. In the unlikely case that an ordered item is not available, we will do everything possible to find the best solution for you.

Question 16

Credit cards

Accepted Answer

We accept the most common credit card providers: Visa, Mastercard und American Express. If you experience any issues when paying, we recommend trying a different browser or device. We don’t accept debit cards.

Question 17

PayPal

Accepted Answer

You will be redirected to PayPal to complete your purchase, if you choose that payment method at checkout. Please contact PayPal directly, if you should experience any problems.

Question 18

Discount codes

Accepted Answer

Discount codes are sent to you by e-mail or are given to you directly by a customer care team agent. These codes are personalized, can only be used once and only in the designated online shop. Discount codes are valid for a period of three years.

Question 19

Reduced items

Accepted Answer

Prices differences due to missed sales or price changes will not be refunded. We highly recommend to sign up to our newsletter and social media feeds to be updated about offers and sales.

Question 20

Dispatch Time

Accepted Answer

The dispatch time is how long our warehouse needs to prepare an order for shipping. Our dispatching takes 48 hours* and is to be added on top of the delivery time.

*Black Friday/Summer Sale/Holidays:
During these busy periods, our warehouse requires up to 7 working days to ship orders.

Working days are Monday through Friday – except Saturdays, Sundays and Holidays. During Black Friday, an exception is made and orders are also being processed on Saturdays.

Question 21

Tracking

Accepted Answer

Please find all our shipping times and rates here:

shipping information

As soon as your package has been fulfilled and shipped, the tracking information will be provided via e-mail. Please note, that the dispatch time for paid orders is 48 hours. The dispatch time is how long our warehouse needs to prepare an order for shipping. The dispatch time is to be added on top of the delivery time.

During big sales and holiday periods, the dispatch time is usually longer. During these busy periods, it can then take up to 7 business days for your order to be shipped.

Read the following important information regarding tracking:

It might take up to 48 hours for your tracking link to be activated. No worries! Your package is on its way and the tracking link will update soon with further information. Please check your tracking link regularly.
We recommend adding your phone number at checkout to receive updates directly to your phone.
The Oner Active Tracking link will show you the estimated delivery date and further information about the delivery progress. Should you need to contact the carrier directly or should there be any delivery issues, please go to the “status” section and scroll all the way down to find the carrier’s tracking number. Click on the tracking number and you will be automatically directed to the carrier’s website, where you will be able to find further tracking and contact information.
The estimated delivery time is in business days. Business days exclude Saturdays, Sundays and Holidays.
Didn’t receive tracking? Check your spam folder and if you have received an order confirmation.

If the estimated delivery time has passed and you still haven’t received your package, please contact our customer care team. We will gladly check on your order and will provide you with a solution.

Question 22

Customs & import fees

Accepted Answer

All our products are shipped from Germany. The possibility might occur, that once your package arrives in your country it might be subject to duty fees.
Oner Active has no influence on local duty fees and import regulations. Duty and import fees are to be paid by the customer. Duty and import fees are different in every country.

USA
Orders above $800USD are subject to duty/import fees.

Canada
Orders above $20CAD are subject to duty/import fees.

UK
For deliveries to the United Kingdom, the price of the item includes UK VAT, and all customs duties and processing fees. You won’t have any additional charges.

Other countries
Please check the customs and import regulations in your country before placing an order. We won’t take any responsibility for charged duty/import fees.

If your package is returned because you refuse to pay duty/import fees, you might be charged shipping fees. Please contact local customs authorities for further information on customs and import regulation.

Question 23

Special addresses (military bases)

Accepted Answer

Delivery not possible
Delivery is not possible to:

Military bases (US, international)
Post office boxes
Addresses that have not been provided in Latin letters

Workplace
Please make sure, that you have added the company name to the delivery address, if the package is shipped to your workplace. We also recommend adding the floor and any other helpful information which can support fast delivery.

Question 24

Package was not delivered

Accepted Answer

I was not at home when my package came
If your package couldn’t be delivered, we recommend contacting the carrier directly. This prevents your package from being returned to us, which will result in longer waiting time. The carrier will try to re-deliver your package 1-3 times after a failed attempt.

My package says delivered, but I didn’t receive anything
Please make sure to ask your neighbors, roommates or colleagues first. It might happen, that the tracking is updated as delivered, but actually has been handed over. In that case, we recommend waiting 24 hours. Please contact our customer care team if your package has still not arrived and we will do our very best to track your package. In most cases though, we are obliged to wait for the proof of signature from the carrier. This might take up to 2 weeks.

My package was returned to your warehouse
If your package couldn’t be delivered due to an invalid address or because it was not picked up during the specific timeframe given by the local carrier, you might be charged return fees. If you still wish to receive your items, please contact our customer care team.

Question 25

Shipping countries

Accepted Answer

We ship to over 80 countries worldwide! Please make sure to access the correct shop when shopping. Otherwise you will not be able to select your country for shipping. You can choose your region on the top right. Reach out to our customer care team, if you have any questions or are insecure about the online shop chosen.

www.oneractive.com

us.oneractive.com

ca.oneractive.com

uk.oneractive.com

de.oneractive.com

au.oneractive.com

eu.oneractive.com

Question 26

Returns

Accepted Answer

General Information
We have a 30-day* returns policy. It starts on the day your parcel is delivered and the return day counts.
*45 days for Silver & 60 days for Gold Loyalty Club Members

Please make sure to take good care of the activewear when trying them on.

Returns will only be accepted if the sportswear was tried on with underwear and is returned clean and without any tears. Don’t remove any kind of labels (washing labels, hanging tags etc.).

Buy one, get one promotion
The free items within this promotion cannot be returned or exchanged. For the paid items within this promotion, a store credit will be given worth the item price during this promotion. Refunds are only available, if the paid and free items are returned together. Please contact our customer care team, if you should have any issues with your purchased items.

Gifts & Free items
Gifts & Free items are exempt from returns. Please contact our customer care team, if you should have any issues with your received items.

How do I submit a return?
Having to return something can be annoying – we totally get that. So, to make it as easy as possible follow these steps:

Simply go to oneractive.com/Returns
Follow the steps on our return portal.
Download and print out the prepaid return label and return instructions.
Cut out the prepaid shipping label. Tape up your parcel, remove any older labels and barcodes and fix your shipping label to the outside of the parcel. Make sure the label is clearly visible. Important: Without our shipping label, your return won’t be processed.
Drop the parcel off at an eligible drop-off location, or schedule a pickup for your parcel with the carrier (only available in certain countries).
Keep your return postage receipt and your tracking number until your return has been processed.

Important information
It is unfortunately not possible to return two different orders in one parcel. If you need to return a second order, please register it separately and use two different shipping labels and parcels.

Return fees
The return costs are prepaid and will be deducted from your refund.

Received a wrong or faulty item
If you received a wrong/faulty item, please contact the Oner Active team with the following information:

Your order number
Pictures of the invoice
Pictures of the wrong/faulty item, including the sewn-in size label
Pictures of the label on the transparent ziplock bag, if you received a wrong item

A member of the team will look into the matter and find a solution for you.

Question 27

Refunds

Accepted Answer

Processing time
Your refund will be issued once your return arrives in our warehouse and has passed our quality evaluation. Note that it can take 5-7 business days for your return to be processed, and a further 4-6 business days for your refund to show on your bank account.

Refund amount

The return costs are prepaid and will be deducted from your refund
Shipping fees are not refunded, unless all the received goods are faulty

Question 28

Exchange

Accepted Answer

Unfortunately, exchanges are not possible. If you need a different size or colour of an item, then we kindly ask you to return your item and to place a new order.

Question 29

Can I return 2 orders in one package?

Accepted Answer

Unfortunately, it is not possible to return two different orders in one package, we therefore kindly ask you to return your orders separately and to register each one of them on our return page.

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