Frequently Asked Questions
Placing and Tracking OrdersWhat forms of payment do you accept?
For the ONE® online store, we accept payment via PayPal only. If you have Momentum Points, you may opt to pay with it as well.How do I find my order number?
After you have placed your order, you'll receive a confirmation email that contains your order number.
How do I track the status of my order?
When your order is shipped, you will receive an email confirmation. In the email, you will be given a link to ‘Track your order’.
Shipping and Delivery
Where can my orders be delivered to?
Orders can be delivered anywhere within the UAE.
Can my orders be shipped to a P.O. Box?
Unfortunately, we are unable to ship to a P.O. Box.
Can my order be shipped overseas?
We are working on it and shall be able to fulfil overseas orders in due course.
Can I re-route a shipped package to another address?
For security reasons, we're unable to redirect a shipped package. We apologize for any inconveniences. If our shipper is unable to deliver the package to the address you have provided, the parcel will be returned to our fulfilment centre and processed as a return.
What is the delivery time to an address?
Our standard delivery time is 1 - 4 business days.
How do I qualify for free shipping?
Orders over AED 100 before estimated taxes and after any applicable discounts qualify for free shipping anywhere within the UAE. Separate, multiple orders cannot be combined to total AED 100 or more to receive free shipping.
Note: Only valid on orders shipping to a single address.
How much do you charge for shipping for orders below RM 30 or 1200 Momentum Points?
For orders below AED 100, delivery charge applicable is AED 10.
We understand that privacy and discretion is expected. We offer discreet shipping for every order in brown boxes and plain packaging to ensure complete security.
Returns, Replacements and Exchanges
Do you accept product returns?
Due to the intimate nature of sexual health products and health regulations regarding medical devices, we are unable to accept product returns.
What do I do if I have received product that is damaged during shipping?
If you have ordered online at our website and received product that is damaged during shipping, please email firstname.lastname@example.org within 48 hours of receipt and we will ship you a replacement.
Who do I contact if I am not completely satisfied with my purchase?
If you are not completely satisfied with your purchase, please contact customer service at email@example.com within 30 days of receipt of your order and kindly state your dissatisfaction.
Who do I contact if I have a quality-related issue or concern regarding your product?
Please email us at firstname.lastname@example.org. At ONE, we take the quality of our products — and the health and safety of our customers — very seriously. We’re here to help, and we investigate thoroughly when it comes to any concerns regarding product quality. Depending on the issue, a quality-related concern is the only reason why we may ask you to send the product back to us. But that’s for quality inspection and testing, not restocking.