Help Center
Get all your queries answered regarding our products, your recent orders, shipping details, payment methods, and returns right here. Should you still have any unanswered questions, our dedicated customer care team is readily available to help you.
General Information
Terms and Conditions
For a
complete understanding, please refer to our General Terms & Conditions
(GTC ) available here.
Contact
Our Help Center is designed to quickly answer most of your questions. If you can't find what you're looking for or need more clarity, please don't hesitate to reach out to us. Our customer care team is ready to assist you; just fill out our contact form.
Important: To help us serve you efficiently, please send your query only once. We respond to inquiries in the order they're received. Submitting multiple requests might move your query to the back of the queue, causing delays. We appreciate your understanding and patience.
Size Chart
We know how much a great fit matters at Oneself – it's all about feeling extraordinary and confident! That's why, based on our expertise and insights from our community, we've created activewear that's true to size and beautifully designed to fit the female form.
To take the guesswork out of sizing, we've introduced a smart sizing tool on our website. Let our size assistant guide you to your ideal fit with ease.
Size guide
Shipping
Track my order
Stay informed about your Oneself order from dispatch to delivery.
Upon shipment, you will receive a dedicated tracking link via both email and SMS. This link provides real-time updates on the status and location of your package, ensuring you're always aware of its journey.
Dispatch Time
Our dispatch time refers to the duration our warehouse requires to prepare your order for shipping. Typically, we dispatch orders within 48 hours. Please add this to your estimated delivery time.
Important Information for Peak Periods
During high-volume periods such as Festival Sales, Summer Sales, or Public Holidays, our warehouse may require up to 7 working days to dispatch orders.
Please note that working days are Monday to Friday, excluding Saturdays, Sundays, and public holidays. However, during the Festival Sales period, we make an exception and also process orders on Saturdays to help speed things up.
Package was not delivered
What if I Missed My Delivery?
If you weren't home when your package arrived: We understand that sometimes you might miss a delivery. If your package couldn't be delivered, we strongly recommend contacting the courier partner directly as soon as possible. This simple step can prevent your package from being returned to our warehouse, which could lead to longer waiting times for you. Typically, the courier will attempt to re-deliver your package 1 to 3 times after the initial missed attempt.
My Package Shows Delivered, but I Haven't Received It
This can be concerning, and we're here to help!
First, please check with your neighbours, flatmates, or even your building security/reception. Sometimes, a package might be marked as delivered but has actually been handed over to someone nearby for safekeeping.
If you've checked and still can't locate it, we suggest waiting for 24 hours. Occasionally, tracking updates can be a little ahead of the actual delivery.
If your package still hasn't arrived after 24 hours, please reach out to our customer care team. We'll do our utmost to help trace your package. Please note, in many instances, we're required to wait for a proof of signature from the courier, which can sometimes take up to 2 weeks to be provided. We appreciate your patience during this process.
My Package Was Returned to Your Warehouse
If your package was returned to our warehouse because of an incorrect/incomplete address or if it wasn't collected within the timeframe specified by the local courier, you might incur return fees.
If you still wish to receive your items, please contact our customer care team, and we'll guide you through the next steps.
My Order
Order Confirmation
Once your order is successfully placed, a detailed order confirmation will be sent straight to the email address you shared with us. Do remember to check your spam/junk folder in case it lands there. If you're still unable to locate it, please get in touch with us; sometimes a minor slip in typing the email address can happen, and we'll be happy to assist you.
Shipping Confirmation
You'll receive a shipping confirmation email the moment your package departs from our warehouse. Please note that it takes approximately 1-3 business days to process orders before they are dispatched. For more comprehensive details, kindly refer to the "Shipping" section within our Help Center.
Can I Change my Order ?
Unfortunately, once an order is placed, we are unable to modify it. Please refer to our return policy for further assistance.
Can I change my Delivery Address ?
Unfortunately, once an order has been placed, we cannot make any changes or modifications to it.If you realize the address is incorrect, we strongly advise you to contact the courier partner directly as soon as you receive your tracking link. They are often best placed to help, and might even be able to redirect your delivery to a convenient nearby pickup point.
However, if the tracking indicates that your package is on its way back to our warehouse due to a delivery issue, please don't worry. Our customer care team will then step in to assist you in finding a suitable resolution.
Can I cancel my order ?
We understand that sometimes you might change your mind, but orders cannot be cancelled once they are confirmed. If you're not satisfied with your purchase, you can certainly return the items. To initiate a return and get assistance with your prepaid shipping label, please contact our customer care team, and they will guide you through the process.
I received a faulty item
We sincerely regret if you've received a damaged or faulty item. To help us resolve this for you as quickly as possible, please get in touch with us right away and provide:
- Your order number
- Clear photographs of the faulty item, its original packaging, and the delivery slip
It's important to retain the delivery slip and also take pictures of both the exterior and interior of your package. Our team will ensure a swift resolution. Kindly refrain from returning the item unless instructed by our customer care team.
I received a wrong item
Received a wrong item? We're sorry to hear that! Please contact us immediately with the following details so we can assist you quickly:
- Your order number
- Pictures of the faulty item, its packaging, and the delivery slip
Kindly keep the delivery slip safe and also click photos of both the outer and inner packaging. We'll work swiftly to find a solution for you! Please only return the faulty item if our customer care team specifically asks you to.
I am missing an item
If you find an item is missing from your order, please first double-check your order confirmation and compare it with the items you've received.
Should one or more items indeed be missing, kindly contact us immediately with the following information:
- Your order number
- Pictures of all the items that were delivered, along with the packaging and the delivery slip
We'll work quickly to find a solution for you.
My order was cancelled
Payment Security
At Oneself, your payment security and data safety are our top priorities. We use advanced, verified security systems across all our online platforms to ensure a secure shopping experience. If your order was cancelled, it's possible your payment method didn't meet our security standards. Please double check your payment information and try placing your order again.
Item Not Available
If your order was cancelled because an item is out of stock, we'll notify you immediately via email. We always strive to keep all our products readily available. However, in the rare event that an item you ordered isn't in stock, we'll do our best to find the perfect solution for you.
Payment Methods and Discount Codes
Debit Card/Credit Card
We accept the most common debit/credit card providers: Visa, Rupay, Mastercard, Amex and Corporate credit cards. If you experience any issues when paying, we recommend trying a different browser or device.
Razorpay
If you opt for Razorpay at checkout, you'll be securely redirected to their platform to finalize your payment. For any payment-related concerns or issues, kindly reach out to Razorpay's support directly.
Discount Codes
Discount codes are shared with you directly via email or by our customer care team. Please note that these codes are personalized, valid for a single use, and applicable only in our designated online shop. Each discount code is valid for a period of one month from the date of issue.
Reduced Items
We are unable to refund price differences that arise from missed sales or subsequent price changes. We highly recommend subscribing to our newsletter and following our social media channels to stay updated on all our latest offers and sales.
Returns
Returns
General Information:
- You have 3 days to return items, starting from the day your parcel is delivered.
- Please take care when trying on activewear. Returns are only accepted if the sportswear is clean, has no tears, and all original labels (washing/ hanging tags) are attached.
Non-Returnable Items:
- Item purchased during a "buy clearance sales or as a replacement order are not eligible for return or exchange.
- For any issues with promotional or gifted items, please contact our customer care team.
How to Submit a Return:
- Timeline: All return requests must be submitted within 72 hours of receiving your order.
- How to Request: Please submit your return request exclusively through our email support@oneselfindia.com . We cannot process return requests sent via whatsapp.
- Processing Time: You'll receive an update on your request within 24-48 business hours (Monday-Friday). Requests submitted over the weekend will be processed on the following Monday.
- Availability: Reverse pickup is subject to availability in your area.
- Attempts: We will attempt reverse pickup twice. If both attempts are unsuccessful, you will be responsible for shipping the item back to our official address: Oneself – Sec-50, 27 Feet Road, Near Manav Seva Public School, Faridabad, Haryana - 121001
- Customer-Borne Costs: If pickup fails, is cancelled, or is unavailable, and you choose to send the product back yourself, these shipping costs will be your responsibility.
- Pickup Schedule: Pickup can only be scheduled once. If the 7-day timeline after approval passes and pickup is still pending, cancelled, failed, or rescheduled, your return request will be automatically cancelled, and you will no longer be eligible for a return.
Important Notes:
- You cannot return items from two different orders in one parcel; each order needs its own separate return.
- Return costs are prepaid and will be deducted from your refund.
Received a Wrong or Faulty Item?
- If you received a wrong or faulty item, please contact the Oneself team immediately with:
- Your order number
- Pictures of the invoice
- Picture of the wrong/faulty item, including the sewn-in size label.
- If a wrong item was received, include pictures of the label on the bag.
- Our team will investigate and find a solution for you promptly.
Refunds
- Timeline: Once the product is picked up, it typically takes 10-15 days for it to reach our facility. Processing the refund may then take an additional 2 3 weeks. We'll keep you updated via email.
- COD Refunds: For Cash on Delivery refunds, you must provide your Account Number or UPI ID through our Payment Partner to claim your refund. Please ensure your details are accurate, as they cannot be changed once submitted.
- Prepaid Refunds: Once approved and the item is received at our warehouse, prepaid refunds will be credited to your original source account within 10-15 days.
How can I track my return ?
To track your return package, remember to hold onto your postage receipt after dropping it off with the courier. Your tracking number should be clearly printed on it.
Here's how to check your return status:
- Go to the courier's official website.
- Locate their tracking or 'Track & Trace' section.
- Simply enter your tracking number.
Kindly note that once your return package arrives at our warehouse, it may take 5-7 business days to be fully processed.
My refund is incorrect. What Should I do ?
We apologize if there was an error in processing your refund. Before contacting our Customer Care Team, we kindly ask you to first review our Refund section, which details our return policy.
Please Note: Shipping fees are generally not refunded, unless all the items you received were faulty.
Exchange
- We're unable to process direct exchanges. If you need a different size or color for an item, the quickest way to get it is to return your current item and then place a new order for the one you want.
- Replacement: If the size isn't quite right, we can arrange a replacement. A reverse pickup will be scheduled, which typically takes 5-8 working days to process.
Can I return 2 orders in one package ?
Please note, it's not possible to combine returns for two different orders into one package. Kindly return each order individually.