Shipping policy

Last updated: June 4, 2026

This Shipping Policy explains how Theone d.o.o., trading as THEONE, processes, ships, and delivers orders placed through promisetheone.com.

By placing an order, you agree to this Shipping Policy together with our Terms of Service, Return & Refund Policy, Privacy Policy, and any other policies displayed on our website or at checkout.

1. Order Processing Time

Orders are normally prepared for shipment within 1–3 business days after the order is placed and payment is successfully completed.

Business days do not include weekends or public holidays in Slovenia.

An order confirmation email means that we have received your order. It does not mean that the order has already been packed, dispatched, or delivered.

Processing time is separate from delivery time. Delivery time begins after the parcel has been handed to the courier.

During busy periods, product launches, restocks, holidays, unusually high order volume, or circumstances outside our reasonable control, processing may take longer. We will contact you if a significant delay affects your order.

2. Shipping Carrier

THEONE ships orders using DPD.

Where available, all orders are shipped with tracking.

After your order has been dispatched, we will send tracking information to the email address provided at checkout.

3. Estimated Delivery Time

The estimated DPD delivery time is:

1–5 business days after dispatch

Delivery times are estimates and may vary depending on the destination, local courier operations, delivery attempts, public holidays, weather, strikes, local disruptions, or other circumstances outside our reasonable control.

Any delivery estimate shown on the product page, at checkout, or in an order confirmation is an estimate unless we expressly state that a delivery service is guaranteed.

4. Shipping Address

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Please check the following information carefully before placing your order:

full name;
street address;
apartment or unit number, where applicable;
postcode;
city;
country;
telephone number;
email address.

If you notice an address error, contact us as soon as possible at:

support@promisetheone.com

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

If a parcel is delayed, returned, or cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping charges may apply where permitted by law.

5. Delivery Restrictions

We may be unable to deliver to certain addresses or locations, including some:

freight forwarders;
parcel lockers;
hotels;
temporary addresses;
incomplete addresses;
locations outside DPD service areas.

If we cannot deliver to the address provided, we may contact you for an alternative address or cancel and refund the order.

6. Tracking and Delivery Attempts

Customers are responsible for monitoring tracking updates and following any instructions provided by DPD.

If delivery is attempted but cannot be completed, DPD may:

attempt delivery again;
leave the parcel at a pickup point;
request additional delivery instructions;
return the parcel to us.

Please respond promptly to any courier communication to avoid delivery delays or return of the parcel.

7. Signature on Delivery

For security or delivery purposes, DPD may require a signature or other form of delivery confirmation.

If a signature is required, someone must be available at the delivery address or follow the courier’s instructions for redelivery or collection.

8. Delayed, Lost, or Missing Parcels

If your order appears delayed, lost, or missing, contact us at:

support@promisetheone.com

Please include:

your order number;
the full name used on the order;
the email address used at checkout;
your tracking number, if available;
a description of the issue.

We may open an investigation with DPD. Courier investigations can take time, but we will keep you informed and provide any remedy required by applicable law.

9. Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

check your mailbox, entrance, reception, parcel room, or safe place;
check with household members, neighbours, a building manager, or concierge;
contact DPD using the tracking information;
contact us at support@promisetheone.com.

We may ask DPD to investigate the delivery and may use courier delivery records when reviewing the issue.

Nothing in this section limits any mandatory consumer rights that apply to you.

10. Damaged Parcels or Products

If your parcel arrives visibly damaged, please take photographs or videos before opening it.

If the product or packaging is damaged, incorrect, faulty, or not as described, contact us as soon as reasonably possible at:

support@promisetheone.com

Please include:

your order number;
photographs or videos of the parcel;
photographs or videos of the product;
photographs of the shipping label;
a clear description of the issue.

Please keep the parcel, shipping label, product box, and product until we confirm the next steps.

We will provide any remedy required by applicable law.

11. Refused, Unclaimed, or Returned Parcels

A parcel may be returned to us if:

delivery is refused;
the parcel is not collected;
the customer does not respond to the courier;
the shipping address is incorrect or incomplete;
the parcel cannot be delivered after reasonable delivery attempts.

If a parcel is returned to us, contact us to discuss the available options.

Where permitted by law, the customer may be responsible for reasonable costs caused by an incorrect address, refused delivery, failure to collect the parcel, or a request to reship the order.

Nothing in this section limits any mandatory cancellation, refund, or consumer rights that apply to you.

12. Shipping Within the European Union

Orders delivered between European Union member states are generally not subject to customs duties.

Applicable VAT and any shipping costs will be displayed at checkout where required.

13. Shipping Outside the European Union

For orders delivered outside the European Union, import duties, taxes, customs-clearance fees, brokerage fees, or other charges may apply.

Unless clearly stated otherwise at checkout, these charges are the responsibility of the customer and are not included in the product price or shipping price.

Customs processing may cause delivery delays that are outside our reasonable control.

14. Shipping Costs

Shipping costs are displayed at checkout where applicable.

The refund of original shipping costs is handled in accordance with our Return & Refund Policy and any mandatory consumer rights that apply to you.

15. Size Exchange Shipping

Size exchanges are subject to our Return & Refund Policy.

To request a size exchange, contact us before returning the product.

Where permitted by law and disclosed before purchase, the customer may be responsible for the cost of returning the ring and shipping the replacement size.

We recommend using tracked shipping when returning a product to us.

16. Payment Disputes and Shipping Records

If a payment dispute, chargeback, fraud claim, or bank investigation occurs, we may provide relevant order, shipping, tracking, delivery, fulfilment, policy, and customer-communication records to the payment provider, bank, card network, fraud-prevention provider, or dispute processor where reasonably necessary.