RETURNS & REFUNDS
Not quite what you expected? Let's fix it together. You can return your order within 14 days of receiving it.
HOW TO RETURN YOUR ORDER
- Contact us via our contact form.
- Tell us your order number and the e-mail address you used for your order.
- Let us know which item(s) you want to return and whether you prefer an exchange or a refund.
- Tell us the reason. For quality issues, a photo helps us a lot.
We reply within 24 hours (on business days) and send you the return label by e-mail.
CONDITIONS
Items must be unworn and unwashed, with all tags attached and in the original packaging. Once the seal is broken or the return label is removed, the right of withdrawal is forfeited. Returns are free when you return your entire order. If you return part of your order and the total falls below the free shipping limit (€100, €150 or €250, depending on your country), the original shipping costs will be deducted from your refund.
YOUR REFUND
You will receive the refund via the payment method you used. As soon as we receive your return, we send you a confirmation by e-mail. Please allow up to 10 business days for the refund to reach your bank account.
EXCHANGES
Prefer an exchange instead of a refund? Just let us know in your return request and we will arrange it.
RETURN ADDRESS
Laarderweg 134, 3755 AT Eemnes, The Netherlands. Please wait for our return label before sending your return.
Any questions? Contact us.
Last updated: July 2026
RETURN & REFUND:
Thank you for shopping at oneturtle.shop! We want you to be completely satisfied with your purchase. If for any reason you are not, we offer a comprehensive return policy to ensure a hassle-free experience. Please read the following guidelines carefully to understand the process.
1. ACCEPTANCE OF RETURNS:
We accept returns on most items within 14 days of the delivery date.
2. EXCLUSIONS:
The following items are not eligible for return:
- Personalized or customized products
- Intimate or sanitary goods
- Downloadable software or digital products
3. CONDITION OF ITEMS:
Returned items must meet the following requirements:
- The item must be in its original condition with all tags attached.
- The item must not have been worn, washed, or altered in any way.
4. REIMBURSEMENT PROCESS:
Once we receive and inspect the returned item, we will process the refund or exchange as per your request. Refunds will be issued to the original payment method used during the purchase.
5. PROCESSING FEES:
We do not charge any fees for processing returns. The return shipping costs will be covered by us.
6. STARTING THE RETURN PROCESS:
To initiate a return, please follow these steps:
- Send an email to support@oneturtle.shop.
- Include your order ID and email address used for the purchase.
- Select the item(s) you would like to return and indicate whether you prefer an exchange or refund.
- Provide a reason for the return.
7. LOST OR DAMAGED ITEMS:
If your returned item is lost or damaged during transit, please contact us immediately. We will assist you in resolving the issue and ensure you receive the appropriate refund or replacement.
8. TIMELINE FOR RECEIVING A REFUND:
Once we receive your returned item, it may take up to 10 business days for our team to process the return and initiate the refund. The exact timeline for receiving the refund will depend on your original payment method and the processing times of financial institutions.
9. THIRD-PARTY WARRANTIES:
Please note that some items may come with third-party warranties. In such cases, the warranty terms and conditions provided by the manufacturer or the third party will apply. Please refer to the warranty information provided with your product for more details.
10. LINKS TO OTHER POLICIES:
For additional information, please refer to our Shipping Policy, Privacy Policy, and Terms and Conditions. These policies can be found on our website.
11. CONTACT INFORMATION:
If you have any questions or need further assistance, please feel free to contact our customer support team via: support@oneturtle.shop
HOW TO RETURN YOUR ORDER:
You can return your order free of charge within 14 days.
Please note that the tag must be attached, and the item cannot be worn or washed.
To return your order, please follow these steps:
- Send an email to support@oneturtle.shop.
- Provide your order ID and email address.
- Select the item(s) you would like to return and choose between an exchange or refund.
- Explain the reason for the return (For us, it is an everlasting learning process).
Upon receiving your email, we will send you a return label via email.
If you encounter any problems during the return process or have any questions, please do not hesitate to contact us. We are here to help!
Last updated: October 2024