FAQ
FREQUENTLY ASKED QUESTIONS
Q: When will my order be shipped? A: Your order will be shipped within 24 hours on business days.
Q: Where can I find my tracking number? A: Once your order has shipped from our warehouse, we'll send you a separate email with a tracking link.
Q: I'm tracking my order but the status isn't updating. What should I do? A: During high order volumes, our shipping partner may fall behind on tracking updates. If your status hasn't changed after 5–7 days, please contact our support at support@oneoffstudios.de
Q: How long does shipping take? A: Delivery times vary by destination — please see our Shipping Policy for exact timeframes. Orders may occasionally arrive in multiple partial shipments due to logistics.
Q: How can I reach support? Email: support@oneoffstudios.de Monday – Friday: 9:00 AM – 6:00 PM
Q: Why should I order from you? A: Our products are unique — you won't find them in local stores or other online shops.
Q: I want to return my order. What do I do? A: To return one or more items, the following conditions must be met:
- You are within the 14-day right of withdrawal
- If the item is damaged, it must not have been caused by you
- The item must be clean, free of stains, hair, or dust
- Refunds are excluded for worn or washed items
- The item must be in its original condition
- Must be neatly and properly packaged
We can only issue a refund once a tracking number is provided.
Please fill out the return form completely (otherwise the order cannot be refunded). You can find it via support@oneoffstudios.de. Include your order number and which item(s) you'd like refunded.
Then take your package to the post office and send it to the address listed on the return form. You are responsible for return shipping costs for this type of return.
Q: I want to exchange one or more items. What do I do? A: Same conditions as above apply. Exchanges are free of charge! Contact us at support@oneoffstudios.de with your order number, request, and desired size/color.
Q: What happens if my product arrives damaged? A: Please report any damage within 14 days of your order. Within that window, we cover the cost of the replacement. Send us:
- Order number
- Name of the damaged product
- Photo of the defect
We cover return shipping costs and send a free replacement.
Q: I received a discount code. How do I redeem it? A: Discount and promo codes can be applied at checkout under "Order summary."
Q: What payment methods do you accept? A: We accept all major payment methods, including credit card (VISA, Mastercard, American Express), SOFORT Banking, PayPal, and Klarna (buy now, pay later).
