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Frequently Asked Questions

Is buying online safe?

Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy.

What happens after I have completed payment online successfully?

After you place an order with us, you’ll receive an order confirmation email with the details of your order, followed by a tax invoice for proof of your purchase. If you have any queries regarding your purchase, please Contact Us.

What can I do if I have a problem with my new items?

If you are unhappy with the condition or performance of your new items, please contact your OneX store for further assistance.

What if I change my mind?

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Who pays for return postage?

OneX pays for return postage if there’s a problem with the item. For example, if the item doesn’t match the listing description, is damaged or defective or is counterfeit.

What is the cost of delivery?

We deliver to your home or office, anywhere within Australia, via our store.

The delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfillment location. Multiple items can be fit into one box.

Why don't you ship to my country?

We deliver anywhere within Australia.

How can I track my order?

When your order has been packed and shipped, you will receive an email letting you know your order is on its way to you. For further updates on tracking your order status please contact OneX store fulfilling your order.

How long will it take for my items to arrive?

Orders and deliveries are processed Monday to Friday excluding public holidays. Deliveries are made between 8:00am – 5pm Monday to Friday, with the exception of Gold Coast deliveries, which are made between 8am and 6pm. We currently do not have a weekend delivery service.

During the wet season, deliveries to Northern Territory and Northern Queensland may be affected by adverse weather conditions. In this event, deliveries may take longer than our usual time frame.

Delivery time frames may change from time to time due to unforeseen circumstances. We will endeavour to provide the most up-to-date information for your order or contact you if circumstances change. A team member will contact you via your phone number as listed in your contact details. Please ensure your contact details are up to date. If a team member has not contacted you by the expected delivery date, please contact our Customer Team.

What if I receive a damaged parcel, the wrong items, or don't receive my order at all?

If you believe there is damage to the products you’ve ordered, the incorrect items have been delivered, or your order hasn’t arrived within the specified timeframe, please Contact Us.