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Our ONETURTLE atelier in Eemnes is closed for an appointment! 

Of course we’re open 24/7 at Our team is ready to make and pack your order.

Your order is custom made for you!


Can I check my order status?

Yes, you can check your order status from your ONETURTLE account.

Do I need to create an account before placing an order?

No, you don't have to create an ONETURTLE account, but having an account has many advantages.


  • Review past purchases.
  • Save your personal details and payment details for the smoothest checkout experience.
  • Manage your personal details, delivery address, order status and order history.
Will inventory be restocked?

Some of our items get restocked, but not all of them are.

If you want to receive updates about restocks in general, join the ONETURTLE republic (see bottom of homepage) and follow our Facebook and Instagram to make sure you don't miss out.

Or fill in the form on the waiting list.

How do I know if an item is in stock?

All items are in stock unless a "Sold Out" message is displayed. This message is shown after you've selected your size (if the item has size options). We can always make your order (hoodie/sweater/t-shirt/jogger) because it's made especially for you.

Please be aware that even if an item is in your shopping cart, it is not reserved until you have completed your order.

Can I add items to an order that I placed?

It is not possible to add items to an existing order that you have already placed. After you placed your order, the order will be processed in our atelier almost immediately. But it is possible to send us an e-mail to get a code for free shipping on the extra item(s). We send you the entire order at the same time.

Can I reset my password?

If you have forgotten your password, follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via e-mail.

Where do I enter an ONETURTLE coupon code?

You can enter your coupon code of discount code after reviewing your shopping cart. You can enter your personal coupon code of the discount code in the field “Coupon code.” Press the “APPLY” button and your discount will automatically be deducted from the total payment.

Can I buy an item with custom print?

It is not possible for us to supply clothing with custom print, as we pick the designs of our shirts and sweaters carefully.

If you own a business and would like to collaborate with us or promote our brand, there are opportunities available.

If I put an item into my shopping cart, will this mean that I have reserved it?

No, items in your shopping cart are not reserved. They are reserved as soon as you place an order and finalize the payment. 

I placed an order successfully, but I didn't receive a confirmation e-mail yet. What should I do?

After finalizing your payment, you will receive a confirmation e-mail stating your order number and a summary of your order details. In case you didn't receive this e-mail within 2 hours, please contact us to ensure order validity.

What are the payment options?

You can pay using Visa, MasterCard, PayPal, Apple Pay, Google Pay, iDEAL and more. The payment options can vary from country to country.

After selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to and you will receive your payment confirmation by e-mail. In case the payment is cancelled or fails, you will be returned to and you will see a notification containing the error. From that page you can choose a different payment method.


Do I have to pay shipping costs?

You have free shipping on orders above €100 (NL). When your order total is lower than €100, shipping costs will be charged depending on your delivery address and method. Free shipping on orders above €150 for Belgium/Germany and on orders above €250 for rest of the EU. After you've filled in all fields, you can review the shipping costs.

Do I have to pay duties and taxes?

ONETURTLE ships from the Netherlands. Duties and taxes may apply if you place an order from outside the EU. For countries within the EU, there are no custom charges.

ONETURTLE shall not be liable for duties or taxes. Please be well informed before you place an order. Once your order has been shipped, it can no longer be cancelled. 

Only after you've received your order, you are able to return the item(s) free of charge.

Is my package insured?

Yes, all our shipments are insured until the moment you received the package.

Can I use post office boxes and freight forwarding?

We are unable to deliver to Post Office boxes and forwarding addresses, including Aramex addresses.

Can I organise for my order to be delivered to a different address?

Yes, when you place your order you can enter the delivery address details, which can be different from your home address.


How can I return my order?

You can return your order free of charge within 14 days. Please note that the return label must be attached and the item cannot be worn or washed. However, once the seal is broken or the return label is removed, the right of withdrawal is forfeited.

You can return your order by completing the following steps:

  1. Send an e-mail to
  2. Tell us your order ID and your e-mail address.
  3. And Select the item(s) you would like to return, choose for an Exchange or Refund.
  4. Tell us your Return reason. We would like to know how we can improve our service, considering that we have custom-made the item for you.

After receiving your e-mail, we will send you a return label by e-mail. 

If you encounter any problems during the return process, please do not hesitate to contact us.

Will I receive a full refund when returning an order?

Your refund will either be issued to the original payment method used when placing the order. Shipping costs are refunded, when your items are faulty or if you return your complete order.

Please note that it can take up to 10 business days for the refund money to enter your bank account.

Can I return a product I bought with discount?

You can return your order free of charge. Please note: all items are returned in the same condition they were in upon your receipt. 

Can I return my online order in Amsterdam?

Orders placed online can not be returned at the ONETURTLE atelier in Amsterdam.

What are the terms and conditions of special offers?

ONETURTLE has several kinds of special offers. Every offer has his own return policy next to the standard 14 days return period.

Refunds on special offers

Discounts will be recalculated before we process your refund.

Free goods

If you return an order that includes a free gift, this gift has to be returned. Refunds cannot be processed without the free products. If you return part of your order and the total amount falls below the stated limit for the free gift, the value of the free gift will be deducted from the refunded amount.Free gift coupons can be added to your order if you reach a specific order limit. If you return products which lowers to order limit, the return department can lower or cancel the amount on the gift coupon.

Gift coupons

Gift coupons can be used in one order. 

If I return part of my order and the order total falls below €100, €150 or €250, do I have to pay shipping costs?

If you’ve placed an order over €100, €150 or €250, shipping is free for some country's. If you return one or more items from your order and the total order amount falls below €100, €150 or €250 depending of your country, we will charge you the shipping costs. 

Do I have to pay shipping costs for my return?

No, returns are free when you return the entire order.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

Use coupon code for 10% off your first order.

* We offer both express and regular checkout options, such as iDeal (NL), which can be used after filling in the details.


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