F.A.Q.

Account

Do I need an account to place an order?
No, you can check out as a guest but when you create an account you have a central place to manage your order history, track your shipping and manage returns.

Is my personal information kept private?
Yes, we take our responsibility for your personal information seriously and will only share details that are required for the purposes of fulfilling your order.  For example, your address details are shared with our shipping partners and merchants in order to ship and track your order.  For full details please refer to our Privacy Policy.

How do I receive Once email updates for news?
When you create an account, you can opt in to receive newsletters and other communications. You can manage and update these settings at any time from your account.

I have forgotten my password. What should I do?
You can select forgot password on the login screen and you will receive email instructions to reset your password.

Payments

Can I choose a currency to pay in?
Yes, we currently accept the following currencies: GBP, EUR, USD. Please let us know if your currency choice is not available and we will do our best to accommodate you.

What payment methods do you accept?
We accept all Mastercard, Visa, and American express cards.  We are working hard to provide Apple Pay and Google Pay.

Do you offer payment plans or financing options?
For our launch period we are only providing payment by credit or debit card.  However, we are working behind the scenes on changes to help you spread the cost of your jewellery purchase over several months.  Check back soon to see what progress we've made. 

Are payments safe?
Yes, your payment is held on on account by our payment provider, Stripe. Once the return period has passed the money is then settled to the merchant. If you decide to return within the returns period we will return the funds back to your card.

Orders

How do I place an order on your site?
You can checkout as a guest or create an account to place an order on the website. Just add the item to your cart by clicking the ‘add to cart’ button on the product page and follow the 3 step process to enter your personal details, shipping address and payment information to finalise your order.

Can I place an order over the phone?
Yes, if you’re working with a personal shopper they can take your credit card payment over the phone. Just get in touch here and we are happy to assist.

Can I cancel my Once order or make changes to it?
Prior to shipping you can cancel any orders for ready to wear products. Once the order is shipped it cannot be cancelled but you can choose to return your order free of charge once you receive it for 14 days. Just follow the steps in your account or contact us on Live Chat or at help@youronce.com to organise a return.

How do I check the status of my order?
Sign into your once account and you will see the status of your order here. The status will be processing, packed, in transit and delivered.

What if I need a different size?
You can return your order and swap it for the correct size, free of charge by following our return steps and requesting a replacement in a different size.
If the size you want is not available or you are between sizes we can organise one of our certified partners to resize your product at the closest location to you. Contact our customer help team via Live Chat to check availibility in your region and to organise a pick up from your address.