Terms of service
Last updated: May 29, 2026
1. Overview
This website is operated by Theone d.o.o., trading as THEONE.
These Terms of Service govern your use of promisetheone.com and any purchase you make from THEONE.
By visiting our website, creating an account, or placing an order, you agree to these Terms of Service together with our Privacy Policy, Return & Refund Policy, Shipping Policy, Legal Notice, and any other policies displayed on our website or at checkout.
If you do not agree to these Terms, please do not use our website or place an order.
2. Business Information
Trading name: THEONE
Legal business name: Theone d.o.o.
Legal form: Limited liability company (d.o.o.)
Registered address: Radovanova ulica 18, 2000 Maribor, Slovenia
Company registration number: 37180606
VAT number: SI37180606
Website: promisetheone.com
Email: support@promisetheone.com
Telephone: +386 70 842 286
3. Eligibility
You may use our website and place an order only if you are legally able to enter into a binding contract under the laws that apply to you.
If you are under the age of majority in your country of residence, you may use our website only with the involvement and permission of a parent or legal guardian.
You agree to provide accurate, complete, and current information when using our website, placing an order, creating an account, or contacting us.
4. Products and Product Information
We aim to describe and display our products accurately, including their appearance, size, materials, colours, finishes, stones, packaging, and included accessories.
Product appearance may vary slightly depending on lighting, screen settings, photography, manufacturing tolerances, and natural variations.
Minor variations that do not materially affect the product’s quality, function, or conformity with its description are not considered defects.
All products are subject to availability. We may update, improve, discontinue, or limit products where permitted by law.
5. Prices and Payment
Prices are displayed on our website in the currency selected for your country or region.
Unless stated otherwise, prices shown to consumers include applicable VAT or similar taxes where required by law. Shipping charges and any other additional costs will be shown before you complete checkout.
Payment must be made using one of the payment methods offered at checkout.
You confirm that:
- you are authorised to use the selected payment method;
- the payment and billing information you provide is accurate;
- the transaction is lawful and authorised.
The charge may appear on your statement under a descriptor such as THEONE, PROMISE THEONE, Theone d.o.o., or the name of our payment provider.
We may refuse or cancel an order if payment is declined, reversed, unauthorised, fraudulent, or otherwise invalid.
6. Order Process and Acceptance
After placing an order, you should receive an order confirmation email. This confirms that we have received your order request.
An order is accepted when we confirm that it has been processed or dispatched, unless applicable law provides otherwise.
We may refuse, limit, or cancel an order where permitted by law, including where:
- the product is unavailable;
- payment is declined or appears unauthorised;
- the order appears fraudulent or high-risk;
- the customer information is incomplete or incorrect;
- the delivery address is incomplete or cannot be serviced;
- there is an obvious pricing, product, or website error;
- the order cannot be fulfilled for another legitimate reason.
If we cancel an order after payment has been received, we will refund the amount due to the original payment method.
7. Customer Information and Ring Size
You are responsible for checking that your name, email address, telephone number, billing address, shipping address, ring size, and other order information are correct before completing checkout.
Please contact us as soon as possible if you notice an error. We cannot guarantee that changes can be made after an order has been processed or dispatched.
You are responsible for choosing the correct ring size. Any size exchange is subject to our Return & Refund Policy.
8. Shipping and Delivery
Shipping methods, estimated processing times, estimated delivery times, and shipping charges are displayed on our website, product pages, checkout, or Shipping Policy.
Delivery times are estimates unless we expressly state otherwise.
We will send tracking information when tracked delivery is available and the order has been dispatched.
You must provide a complete and accurate delivery address. We are not responsible for delays or failed delivery caused by incorrect or incomplete information provided by the customer, except where required by law.
If an order is delayed, lost, damaged, or incorrectly delivered, please contact us at support@promisetheone.com so we can investigate and provide any remedy required by applicable law.
Risk of loss or damage passes to the consumer when the consumer, or a person identified by the consumer other than the carrier, receives the goods, except where applicable law provides otherwise.
9. Customs, Duties, and Import Charges
Orders delivered within the European Union are generally not subject to customs duties between EU member states.
For orders delivered outside the European Union, import duties, taxes, brokerage fees, customs-clearance fees, or other charges may apply.
Unless clearly stated otherwise at checkout, customers are responsible for any import charges imposed by the destination country.
We are not responsible for delays caused by customs authorities or a customer’s failure to pay required import charges, except where required by law.
10. Returns, Refunds, and Withdrawal Rights
Our Return & Refund Policy forms part of these Terms.
Consumers may have a legal right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason, subject to any exceptions permitted by applicable law.
To exercise a withdrawal right or request a return, contact us at:
support@promisetheone.com
Where permitted by law and disclosed before purchase, customers may be responsible for the direct cost of returning goods.
Returned products must be handled only to the extent necessary to establish their nature, characteristics, and functioning.
We may reduce a refund where permitted by law if the value of the goods has been diminished by handling beyond what is necessary.
Nothing in these Terms limits any mandatory cancellation, withdrawal, return, or refund rights that apply to you.
11. Size Exchanges
We may offer a one-time size exchange in accordance with our Return & Refund Policy.
To request a size exchange, contact us at support@promisetheone.com and provide your order number and requested size.
Size exchanges are subject to product availability, product-condition requirements, and any return-shipping terms disclosed in our Return & Refund Policy.
12. Faulty, Damaged, or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if the product is faulty, damaged, incorrect, or not as described.
When contacting us, please provide:
- your order number;
- a description of the issue;
- clear photographs or videos where helpful;
- photographs of the packaging and shipping label where relevant.
Do not repair, resize, alter, or dispose of the product before contacting us, as this may affect our ability to assess the issue.
If the product is faulty, damaged before delivery, incorrect, or not in conformity with the contract, we will provide the remedy required by applicable law, which may include repair, replacement, price reduction, or refund.
Damage caused by misuse, impact, chemicals, improper storage, unauthorised repair, third-party resizing, or normal wear may not be considered a manufacturing defect.
Nothing in these Terms limits your legal guarantee rights.
13. Payment Disputes
If you have a question or concern about an order, payment, delivery, return, or refund, please contact us first at:
support@promisetheone.com
We aim to review genuine issues promptly and fairly.
If a payment dispute, chargeback, fraud claim, or bank investigation occurs, we may provide relevant order, payment, 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.
14. Accounts
If you create an account, you are responsible for keeping your login details confidential and secure.
You must contact us promptly if you believe your account has been accessed or used without authorisation.
We may suspend or restrict an account where reasonably necessary to protect the customer, our website, or our services from fraud, abuse, or unlawful activity.
15. Acceptable Use
You must not use our website or services:
- for any unlawful or fraudulent purpose;
- to provide false or misleading information;
- to use an unauthorised payment method;
- to interfere with the security or operation of the website;
- to upload viruses, malware, or harmful code;
- to scrape, crawl, copy, or access the website using unauthorised automated means;
- to infringe the rights of THEONE or any third party;
- to harass, abuse, threaten, or discriminate against others.
We may restrict access to our website or services where reasonably necessary in response to unlawful, fraudulent, or abusive activity.
16. Intellectual Property
Unless otherwise stated, the original content available on this website, including text, photographs, videos, graphics, logos, packaging artwork, software, and other creative materials, is owned by or licensed to Theone d.o.o. and is protected to the extent permitted by applicable intellectual-property law.
You may not copy, reproduce, distribute, modify, publish, sell, or commercially exploit protected website content without our written permission, except where permitted by law.
THEONE names, logos, and other brand identifiers may not be used in a misleading or confusing manner or in a way that infringes applicable intellectual-property rights.
17. Reviews, Photos, and Other Customer Content
If you voluntarily send us a review, photograph, video, testimonial, comment, or other content, you confirm that:
- you own the content or have permission to share it;
- the content is accurate and lawful;
- the content does not infringe another person’s rights.
Where you give us permission, we may use or repost that content for marketing, promotional, customer-support, or business purposes.
We will not use customer content in a manner that is prohibited by law or contrary to any permission you have given us.
18. Third-Party Services and Links
Our website may use or link to third-party services, including payment providers, shipping providers, analytics tools, marketing platforms, and social-media services.
Third-party services may be subject to their own terms and privacy policies.
We are not responsible for the content or operation of third-party websites that we do not control, except where applicable law provides otherwise.
19. Privacy
Our collection and use of personal data are described in our Privacy Policy.
Please review the Privacy Policy to understand how we process information for order fulfilment, payment processing, shipping, customer support, fraud prevention, legal compliance, and other stated purposes.
20. Errors and Availability
We aim to keep website information accurate and current. However, errors, omissions, pricing mistakes, stock changes, technical problems, or service interruptions may occur.
Where permitted by law, we may correct errors, update information, or cancel affected orders.
If an order is cancelled because of an error after payment has been received, we will refund the amount due.
21. Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for fraud, intentional misconduct, death or personal injury caused by negligence, or mandatory consumer rights.
To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable at the time the contract was formed or for losses caused by events outside our reasonable control.
If you are a consumer, these Terms do not limit any legal rights or remedies available to you under applicable consumer-protection law.
22. Changes to These Terms
We may update these Terms from time to time to reflect changes to our business, website, products, services, or legal obligations.
The current version will be published on this page with an updated “Last updated” date.
Changes will not affect orders already accepted unless required by law or agreed with the customer.
23. Governing Law
These Terms are governed by the laws of the Republic of Slovenia.
If you are a consumer, you may also benefit from mandatory consumer-protection rights that apply in your country of residence.
Nothing in these Terms prevents you from using any court, complaint procedure, or dispute-resolution process available to you under applicable law.
24. Contact Information
Questions about these Terms, your order, or our services should be sent to:
THEONE Customer Support
Theone d.o.o.
Radovanova ulica 18
2000 Maribor
Slovenia
Email: support@promisetheone.com
Telephone: +386 70 842 286
Website: promisetheone.com