Returns & Exchange

Last updated: 15 September 2026

The One Collections sells physical products under the One Body, and digital content and services under the One Life. This policy covers both. Your statutory consumer rights remain unaffected.

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Part A — Physical products (the One Body)

Your right of withdrawal

You have fourteen days from the day you receive your order to change your mind, without giving a reason. You then have another fourteen days to send the item back.

If your order has not shipped yet

Drop one is sold by reservation, which means you pay at checkout and we ship on the date shown on the product page. You may cancel a reservation at any time before it ships. Email us and we refund the full amount, including shipping, within fourteen days.

How to return

Email support@theonecollections.com with your order number and which item you are returning. We reply with return instructions.

Send the item to:

The One Collections — Returns
Laan van Meerdervoort 1410
2555 CK Den Haag
Netherlands

Who pays for the return

Returns from the Netherlands and Belgium are free. We provide the label.

From elsewhere in the European Union, we deduct €7.50 from your refund as a contribution to return shipping.

Outside the European Union, you arrange and pay for the return yourself. Import duties and taxes are not refundable.

Condition

You may try the item on as you would in a shop. You may not wear it beyond that.

We may reduce your refund, or refuse the return, where the item shows handling beyond what is needed to establish its fit and character. That includes visible wear, stains, makeup or deodorant marks, odour, animal or human hair, pilling, or washing. The label must still be attached, and the item must come back in its original packaging.

Your refund

We refund to your original payment method within fourteen days of receiving the item, or sooner. Outbound shipping costs are refunded only when you return your entire order.

Something wrong with your order

If your item arrives damaged, faulty, or is not what you ordered, email us within forty-eight hours of delivery with your order number and photographs of the item and the outer packaging. We cover everything in that case.

Part B — Digital content (the One Life)

The One Life is a digital app and service offered by The One Collections. This page explains how refunds are handled for in-app purchases made via the Apple App Store or Google Play, and for web checkouts (e.g., Stripe/iDEAL/PayPal/Shopify). Your statutory consumer rights remain unaffected.

Scope: This policy applies to digital content and services of the One Life. We currently do not sell physical products under this policy. If/when we do, we will add a dedicated section for physical returns.

1) Purchase channels

Some modules/features require payment via in-app purchases (Apple App Store / Google Play) or via our website (Stripe/iDEAL/PayPal/Shopify). Third-party terms and privacy policies apply when you use those platforms.

2) In-app purchases (Apple App Store / Google Play)

Manage & cancel: Apple — Settings ▸ Apple ID ▸ Subscriptions. Google — Google Play ▸ Payments & subscriptions ▸ Subscriptions.

Refunds: Where a store processed your payment, refunds are handled under the store’s policies (Apple/Google). Please follow their instructions.

Restore purchases: You can restore prior purchases inside the app on your device (Restore Purchases).

3) Web checkouts (Stripe / iDEAL / PayPal / Shopify)

If you purchased access via our website, we handle refunds according to this policy and our Terms of Service using the original payment processor.

Eligibility

• Accidental duplicate purchase with identical account/email.
• Technical issues that prevent access to paid content after reasonable troubleshooting.
• Fraudulent use of your payment details (upon documented proof and card issuer confirmation).

Non-eligible cases typically include: change of mind after access, completed consumption of digital content, abuse of promotions, or requests outside applicable timeframes unless required by law.

How to request (web payments)

Email support@theonecollections.com with:

• Purchase email address
• Approx. purchase date and amount
• Reference (e.g., Stripe receipt ID / PayPal Transaction ID / Shopify Order #)
• Short description of the issue and steps tried

For security, never share full card numbers or passwords. We may ask for the last 4 digits of the card to locate a payment.

Processing

1. • We aim to review requests within 5–7 business days.
   • Approved refunds are issued to the original payment method. Bank processing times vary by provider.
   • If a chargeback has been filed with your bank, we may be unable to process a parallel refund.

4) EU right of withdrawal (digital content)

For certain digital content/services that begin immediately, the right of withdrawal may not apply once delivery has started and you agreed to immediate performance. Store-specific rules (Apple/Google) may grant additional options. This does not affect mandatory consumer rights under applicable law.

5) Troubleshooting before refund

1. • Update the app to the latest version (App Store/Google Play).
   • Sign out & sign in; ensure network is stable.
   • Check device permissions (e.g., Notifications).
   • Use Restore Purchases for access issues.
   • Contact us with app version, device/OS, and a short description if issues persist.

6) Gift cards, promotions, donations

1. • Gift cards (if offered) are typically non-refundable and not redeemable for cash, except where required by law.
   • Promotional access or trial periods follow the terms shown at sign-up.
   • Donations (if any) are non-refundable unless otherwise stated.

7) Contact

Support & refunds (web payments): support@theonecollections.com

See also: Terms of Service · Privacy Policy

The One Collections (legal entity owner of the One Life). This policy may be updated to reflect legal or operational changes. Material updates will be communicated where appropriate.