Help Center

If you’ve placed your order less than one hour ago, please contact our Customer Support team  and they try their best to accommodate your request for change. No guarantees tho.

Due to our highly efficient, automated fulfillment process, once an order is placed, it is immediately sent to our fulfillment team for processing. However, we understand that situations change, and you might need to modify your order.

Here’s what you can do
If your order was placed less than 1 hour ago, please contact our Customer Support team as soon as possible. One of our agents will check with the fulfillment center to ascertain whether your order has already been processed.

• If your order has not been processed yet, we will do everything within our power to accommodate your request for a change.
• If your order has already been processed, we regret to inform you that we are unable to alter or cancel it.

We appreciate your understanding and urge you to review your order carefully before submission to ensure all details are correct.

If you’ve placed your order less than one hour ago, please contact our Customer Support team  and they try their best to accommodate your cancellation request. No guarantees tho.

Due to our highly efficient, automated fulfillment process, once an order is placed, it is immediately sent to our fulfillment team for processing. However, we understand that situations change, and you might need to cancel your order.

Here’s what you can do: If your order was placed less than 1 hour ago, please contact our Customer Support team as soon as possible. One of our agents will check with the fulfillment center to ascertain whether your order has already been processed.

• If your order has not been processed yet, we will do everything within our power to accommodate your cancellation request.
• If your order has already been processed, we regret to inform you that we are unable to alter or cancel it.

We appreciate your understanding and urge you to review your order carefully before submission to ensure all details are correct.

Once your order has been processed, we are unable to amend the shipping details as our fulfillment process is designed for rapid processing.

You should receive the email within 5 minutes after placing the order. If not, did you check your spam folder? If it’s not in there, please contact us and give us your email address so we can resend it to you.

Oh no! We’re sorry you received the wrong item. Please send us an email so we can send you the correct item. We’ll need:

• Your order number
• The name of the item you didn’t receive
• A clear picture of the item you received instead

After placing your order, you can track its progress directly on our Tracking Page. If the delivery timeframe has passed and your package is still not with you, please reach out to us here. Our dedicated Customer Support team will help you out at once.

We are committed to delivering orders on time, but please be advised that sometimes unforeseen delays can occur due to carrier issues beyond our control.

Please be aware that once an order has been processed we are unable to cancel or change it as our fulfillment process is automated and moves swiftly. However, If you haven’t received your order within 30 days after placing it, we will issue a full refund (or a free reshipment, whichever you choose). For more information, check out our Refund Guarantee.

Once your order has been packed and processed, you will receive an email with a tracking number. The tracking information may not be immediately available after your order is processed. It can take 1-2 days for the carrier to pick up your package and activate the tracking number into their system. If you don’t see any updates right away, please be patient and check back later.

Note: If >4 days have passed and you still haven’t received a tracking update, please reach out to our Customer Support team and they will check what’s going on at once.

You can track your order here.

If you suspect that your order may be lost in transit, please reach out to our Customer Support team. We’ll work with the carrier to investigate the issue and provide you with assistance to resolve the situation as quickly as possible

You can track your order here.

Returns must be initiated within 30 days of receiving your order. Items must be unused and in the original packaging.

Return process (EU customers)

1. Go to our Return Portal to initiate the return process with your order number and details about the item you wish to return. You can also choose to exchange your order for something else.
2. We’ll send you a return label (printer needed) or QR code (no printer necessary) that you can use to drop off your return at a service point of your choice.

Note: There is a shipping charge per label, which varies per country*. These costs will be deducted from your refund, meaning you do not have to pay for the label straight away during the return process.

Return process (non-EU customers)

1. Go to our Return Portal to initiate the return process with your order number and details about the item you wish to return. You can also choose to exchange your order for something else.
2. We’ll send you an email with our instructions and return address. You can choose any carrier you like to send us your return. The costs of your return are for your own account.

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Note: It usually takes about 2-5 business days for us to process your return. You’ll receive an e-mail when your refund has been issued.

Absolutely! We’re happy to accommodate exchanges, whether you’re looking for a different color or size, or even a completely new product. If your new choice is priced higher than your original purchase, we’ll simply ask you to cover the difference. As soon as your payment is received, we’ll initiate the exchange process. Your replacement order will be on its way to you just as soon as we’ve received and processed your return. We’re here to ensure you get exactly what you’re looking for!

Exchange process (EU customers)

Ready to exchange your item? Here’s how easy it is for our EU customers:

1. Initiate the Exchange: Visit our Return Portal and enter your order number along with the details of the item you’d like to exchange.
2. Return Label & QR Code: We’ll provide you with a return label (which requires a printer) or a QR code (no printer needed). Use this to drop off your return at a convenient service point of your choice.
3. Receive Your Replacement: Once we receive and process your return, your new order will be shipped out to you at no additional shipping cost.

Please note: A shipping charge is applied per label or QR code, and this rate varies by country. This small fee ensures that your exchange is handled quickly and efficiently.

We’re committed to making your exchange as smooth and straightforward as possible!”

Return process (non-EU customers)

Here’s how our non-EU customers can easily exchange an item:

1. Initiate Your Exchange: Please visit our Return Portal, where you’ll need to enter your order number and detail the item you wish to exchange.
2. Arrange Your Return: After initiating the exchange, you will receive an email from us with the return address. Unfortunately, we do not provide a return label for non-EU customers, so you will need to arrange and pay for the return shipping yourself. For your peace of mind, we recommend using a tracked shipping service.
3. Receive Your New Order: Once your return has been received and processed by our team, we will send out your replacement order with no additional shipping charges.

Note: While we’re excited to offer free shipping for your replacement item, the cost of returning the original item will be your responsibility*. We appreciate your understanding and are here to assist should you have any questions throughout the process.

*Concerned about potential high exchange shipping costs?

We get it—the distance to our return facility in the Netherlands may result in significant shipping costs for you, possibly including import fees. We’re not happy about this either and are actively working on establishing a return facility closer to you. Meanwhile, we encourage you to reach out to our support team to discuss your exchange. We’re committed to ensuring the shipping costs don’t overshadow the value of the item you’re exchanging. We believe everyone deserves access to hassle-free exchanges, and we’re here to find a solution that works for you.”

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Note: It usually takes about 2-5 business days for us to process your return. You’ll receive an e-mail when your refund has been issued.

Yes, items from all of our collections, including the sale and discounted items, may be returned within our return period of 30 days.

Exception – Buy X Get X Free Deals

If you buy multiple items using a ‘buy X get X free’ discount, you are only eligible for a refund when you return all the items you bought using this discount.

For example: if you bought 4 items with our 2+2 free deal, you can’t just return 2 items and expect a full refund. In this case, you need to return all 4 items in order to receive a refund. You can always request an exchange if you don’t like part of your order!

Oh no, we’re sorry to hear that! Have you had a chance to look in your spam folder? Typically, the return label should arrive in your inbox within 5 minutes of initiating your return or exchange. If it’s still missing, please don’t hesitate to reach out to our customer support team for assistance.

Please remember, if you’re not from the EU, we’re unable to provide a return label due to current limitations. However, you should have received an email with detailed return instructions and the return address. If this hasn’t reached you, please send us an email, and we’ll ensure you have all the information you need.

Contact us here.

We aim to process all returns within 2-5 business days. Once your return is received and processed, you can expect your refund within one week. 

Rest assured, we’ll notify you via email as soon as your refund or exchange is initiated!

We’re happy to accommodate returns, but kindly be aware that we don’t cover the return shipping costs — unless the item you received is incorrect or damaged, in that case we do .

Should you choose to exchange your order (rather than return it), we’re pleased to offer free shipping on the replacement item.

Return costs (EU customers)

Once you’ve registered your return in our Return Portal, you will see an overview of shipping options that apply to you: you can choose from the carriers (incl. their prices) that are available in your country and select the shipping method that works best for you. We will then send you a return label or QR code from that carrier.

The costs depend on the country you’re shipping your return from. Our return facility is located in the Netherlands.

Note: These costs will be deducted from your refund, meaning you do not have to pay for the label straight away during the return process.

Return costs (non-EU customers)

You can return your order with a logistic company of your own choice. The return costs will vary, depending on the country you’re returning your order from. Please make note that all returns must be send back to our warehouse in the Netherlands.

Shipping costs

For customers who do not live within the EU we have a ‘pay it yourself’ policy, meaning we’ll send you an email with the address details of our return facility once you’ve registered your return using our Return Portal. You can return your order with a logistic company of your own choice. The return costs will vary, depending on the country you’re returning your order from.

Import duties

Our return facility is located in the Netherlands, which is part of the EU.

Please note that when you return your order, you may be charged with import duties. These charges are your responsibility.

“I live outside the EU and I’m worried about high return shipping costs”

We understand. The location of our return facility in the Netherlands might make returns costly for you, not to mention the potential for import fees. We acknowledge the situation is not ideal, and we’re actively working on setting up a return facility closer to you. We encourage you to contact our support team to discuss your situation.

We are dedicated to ensuring that the cost of return shipping does not exceed the value of your refund. Access to hassle-free returns should be available to everyone, so rest assured, we can definitely work something out.

We’re happy to accommodate your exchange, but kindly be aware that we don’t cover the return shipping costs — we do offer free shipping on your replacement order.

Return costs (EU customers)

Once you’ve registered your exchange in our Return Portal, you will see an overview of shipping options that apply to you: you can choose from the carriers (incl. their prices) that are available in your country and select the shipping method that works best for you. We will then send you a return label or QR code from that carrier.

The costs depend on the country you’re shipping your return from. Our return facility is located in the Netherlands.

Note: These costs will be deducted from your refund, meaning you do not have to pay for the label straight away during the return process.

Return costs (non-EU customers)

You can return your order with a logistic company of your own choice. The return costs will vary, depending on the country you’re returning your order from. Please make note that all returns must be send back to our warehouse in the Netherlands.

Shipping costs

For customers who do not live within the EU we have a ‘pay it yourself’ policy, meaning we’ll send you an email with the address details of our return facility once you’ve registered your return using our Return Portal. You can return your order with a logistic company of your own choice. The return costs will vary, depending on the country you’re returning your order from.

Import duties

Our return facility is located in the Netherlands, which is part of the EU.

Please note that when you return your order, you may be charged with import duties. These charges are your responsibility.

“I live outside the EU and I’m worried about high return shipping costs”

We understand. The location of our return facility in the Netherlands might make returns costly for you, not to mention the potential for import fees. We acknowledge the situation is not ideal, and we’re actively working on setting up a return facility closer to you. We encourage you to contact our support team to discuss your situation.

We are dedicated to ensuring that the cost of return shipping does not exceed the value of your refund. Access to hassle-free returns should be available to everyone, so rest assured, we can definitely work something out.

We understand that every aspect of your shopping experience is important, including the details of returns. While we strive to make every part of your purchase as seamless as possible, please be aware that the shipping costs from your original order are not refundable. This policy helps us maintain a balance between providing quality service and managing costs effectively. We truly appreciate your understanding.

Should you choose to exchange your order (rather than return it), we’re pleased to offer free shipping on the replacement item.

Items in your cart aren’t automatically reserved for you. We recommend completing your purchase promptly to ensure you secure your favorite finds. If you need any assistance or have questions while shopping, we’re here to help!

To quickly find an item, you can enter the search term in the text field right above on our webshop. You can also use the filter options in the left column. There you can filter on category, type of sunglasses, size, color, price and collection to make online shopping even easier!

Can’t find the product you’re looking for? Send us an email with any information you have about the product and we’ll help you find it.

Once your order has been packed and processed, you will receive a confirmation email with your shipping details within 1-2 days. This email will include a tracking number and a link to our Tracking Page.

Note: The tracking information may not be immediately available after your order is processed. It can take 1-2 days for the carrier to pick up your package and activate the tracking number into their system. If you don’t see any updates right away, please be patient and check back later.

If >4 days have passed and you still haven’t received a tracking update, please reach out to our Customer Support team and they will check what’s going on at once.

This depends on the shipment method you select and the country of destination. The delivery time will be calculated and displayed at checkout.

You can find the estimated delivery time frame in both your order confirmation email and on our tracking page.

Our Order Fulfillment Process: Step by Step

After you’ve placed your order with us, here’s how we ensure it reaches you:

1. Packing: Your order is carefully packed at our fulfillment center, preparing it for its journey to you.
2. Carrier Pickup: A trusted carrier picks up your order from our fulfillment center, marking the beginning of its transit.
3. In Transit: Your package is on the move! It’s making its way through the carrier’s network toward your delivery address.
4. Out for Delivery: Your order is in the final leg of its journey, on its way to your doorstep.
5. Delivered: Your order has arrived! Check your doorstep or mailbox because your package is waiting for you.

Stay Informed: You won’t have to guess where your order is at any point. We’ll send you email updates at each step, keeping you informed from the moment your order leaves our fulfillment center to when it’s delivered to you. You can also check its progress real-time on our Tracking Page.

After placing your order, you can track its progress directly on our Tracking Page. If the delivery timeframe has passed and your package is still not with you, please reach out to us here. Our dedicated Customer Support team will help you out at once.

We are committed to delivering orders on time, but please be advised that sometimes unforeseen delays can occur due to carrier issues beyond our control.

Please be aware that once an order has been processed we are unable to cancel or change it as our fulfillment process is automated and moves swiftly. However, If you haven’t received your order within 30 days after placing it, we will issue a full refund (or a free reshipment, whichever you choose). For more information, check out our Refund Guarantee.

That varies per country and per shipping method. The costs are being calculated during the checkout, as soon as you’ve filled in your address.

We offer multiple shipping options, depending on your region.

Express shipping

For EU customers only. Your package will be shipped from our warehouse in the Netherlands. The costs and delivery time vary per country. No import fees apply.

Back-order

For EU customers only. One of the item(s) in your order is currently out of stock in our NL warehouse. To prevent you from having to wait and check when it’s back in stock again, you can order it as a ‘back-order’ meaning it will be send to you from our international warehouse. This takes approximately 2-3 weeks. No import fees apply.

To compensate you for the wait, the shipping fee is on us.

Standard shipping

For UK and US customers only. No import fees apply.

International shipping

For the rest of the world. Your package will be shipped from our international warehouse, meaning it will be cross oceans to get to you. This process takes about 2-4 weeks, depending on the country of destination. No import fees apply.

An accurate estimation of the delivery time frame, will be calculated during the checkout, once you fill in your address. The real-time delivery frame will also be available on our Tracking Page.

Refund Guarantee
We are committed to delivering orders on time, but please be advised that sometimes unforeseen delays can occur due to carrier issues beyond our control. If you haven’t received your order within 30 days after placing it, you will receive either a reshipment or a full refund from us, depending on the circumstances and your preferences. 

For more information, check out this article. 

We offer multiple shipping options, depending on your region.

Express shipping

For EU customers only. Your package will be shipped from our warehouse in the Netherlands. The costs and delivery time vary per country. No import fees apply.

Back-order

For EU customers only. One of the item(s) in your order is currently out of stock in our NL warehouse. To prevent you from having to wait and check when it’s back in stock again, you can order it as a ‘back-order’ meaning it will be send to you from our international warehouse. This takes approximately 2-3 weeks. No import fees apply.

To compensate you for the wait, the shipping fee is on us.

Standard shipping

For UK and US customers only. No import fees apply.

International shipping

For the rest of the world. Your package will be shipped from our international warehouse, meaning it will be cross oceans to get to you. This process takes about 2-4 weeks, depending on the country of destination. No import fees apply.

An accurate estimation of the delivery time frame, will be calculated during the checkout, once you fill in your address. The real-time delivery frame will also be available on our Tracking Page.

Refund Guarantee

If you haven’t received your order within 30 days after placing it, you will receive either a reshipment or a full refund from us, depending on the circumstances and your preferences. 
For more information, check out this article. 

We reserve the right to change this policy at our sole discretion without notice.

We offer multiple shipping options, depending on your region.

Express shipping

For EU customers only. Your package will be shipped from our warehouse in the Netherlands. The costs and delivery time vary per country. No import fees apply.

Back-order

For EU customers only. One of the item(s) in your order is currently out of stock in our NL warehouse. To prevent you from having to wait and check when it’s back in stock again, you can order it as a ‘back-order’ meaning it will be send to you from our international warehouse. This takes approximately 2-3 weeks. No import fees apply.

To compensate you for the wait, the shipping fee is on us.

Standard shipping

For UK and US customers only. No import fees apply.

International shipping

For the rest of the world. Your package will be shipped from our international warehouse, meaning it will be cross oceans to get to you. This process takes about 2-4 weeks, depending on the country of destination. No import fees apply.

An accurate estimation of the delivery time frame, will be calculated during the checkout, once you fill in your address. The real-time delivery frame will also be available on our Tracking Page.

Is late delivery possible?

While we strive to ensure timely delivery of all orders, occasional unforeseen delays may occur due to factors beyond our control, such as carrier issues. Once your package is in the hands of the carrier, shipping times are outside of our influence. We appreciate your understanding and patience in such circumstances.

Refund Guarantee
We are committed to delivering orders on time, but please be advised that sometimes unforeseen delays can occur due to carrier issues beyond our control. If you haven’t received your order within 30 days after placing it, you will receive either a reshipment or a full refund from us, depending on the circumstances and your preferences. 

For more information, check out this article. 

Refund & Return Policy

At BLANK., our mission is to ensure you’re absolutely delighted with your purchase. If for any reason you’re not, here’s how we can make things right.

Refund Guarantee

30-Day Peace of Mind: If your order hasn’t arrived within 30 days* of placement, you’re eligible for our Refund Guarantee. Choose between a full refund or a free reshipment — whatever suits you best.

Exclusions

Please note, our Refund Guarantee does not cover:

• Extended Delivery Zones: Orders to countries where the estimated delivery time exceeds 30 days. Our Shipping Policy provides a comprehensive overview of delivery times by country.
• Customer Input Errors: Shipments undeliverable due to incorrect or incomplete address details provided by the customer.

For more information about our Refund Guarantee, check out this article.

Returns & Exchanges

• Easy Returns: Want to return something? Simply use our Return Portal within 30 days of receiving your order.
• Smooth Exchanges: Fancy a different color or size, or maybe another product altogether? We’ve got you covered with free shipping on your exchange order. If the new item is more expensive, we’ll ask for the difference before sending it your way.

Non-EU Customers

For our valued customers outside the EU, please note:

Self-Managed Returns: You’ll need to arrange and cover the cost for return shipping. We recommend using a trackable shipping service.

Exchange Shipping: While we offer free shipping on the replacement order, initial return shipping costs are non-refundable.

For more information about Returns & Exchanges, check out these articles.

Processing Times

Quick Turnaround: We process all returns within 2-5 business days. After processing, expect your refund within a week. We’ll email you once your refund or exchange is underway.

Additional Support

Concerned about return shipping costs or have any other questions? Our friendly customer support team is here to help. We believe in hassle-free returns and are committed to ensuring you’re not left out of pocket.

Thank you for choosing BLANK. We’re dedicated to bringing you joy through our products and peace of mind with our policies.

Absolutely! We are committed to delivering orders on time, but please be advised that sometimes unforeseen delays can occur due to carrier issues beyond our control. If your order hasn’t arrived within 30 days of placement, rest assured, you’re covered by our Refund Guarantee*. You have the choice between receiving a full refund or opting for a free reshipment. It’s important to us that you feel secure and satisfied with your purchase.

*Please Note: Our Guarantee Excludes:

• Extended Delivery Locations: Orders shipped to countries with an estimated delivery time exceeding 30 days. For details on expected delivery times by country, please refer to our Shipping Policy
• Customer Error: Shipments that fail to be delivered due to inaccuracies provided by the customer, such as incorrect or incomplete addresses.

We’re committed to ensuring a seamless and positive experience with every order. If you encounter any issues or have questions, our customer service team is here to help.

You can contact us here.

We stand behind the quality of our sunglasses and want you to love your purchase. That’s why we offer a 30-day warranty from the date your order was delivered.

What’s Covered  

If your BLANK sunglasses exhibit a manufacturing defect or break within the 30-day warranty period, we’ll gladly provide you with a replacement pair.

Exceptions 

Unfortunately, our warranty does not cover the following:

• Normal wear and tear
• Accidental damage (e.g., scratches, drops, or bending)
• Damage caused by improper use, cleaning, or storage
• Lost or stolen items

How to Make a Warranty Claim

1. Contact us: Email us at info@onehot.co.uk with the following information:

   • Your order number
   • A brief description of the issue
   • A clear photo showcasing the defect

2. Assessment: Our team will review your claim to determine if it falls within our warranty guidelines.

3. Replacement: If your claim is approved, we’ll send you a replacement pair of sunglasses, free of charge of course.

If you have any questions regarding our warranty or require assistance, please don’t hesitate to contact us.

Our response time is typically within 1-3 business days. Please note, sending us multiple messages across different platforms won’t speed up the process, as all your messages will be combined into one ticket. We’re committed to assisting you as swiftly and efficiently as possible.

Oh no, we’re so sorry! Could you check your spam folder, just in case? If our response isn’t there, we typically get back to you within 1-3 business days. If it’s been longer and you still haven’t heard from us, there’s a chance your email might have slipped through. Would you mind sending it again? We’re here to ensure all your questions are answered!

We’re truly sorry for any inconvenience this has caused. We’re here to help you resolve this as smoothly as possible. To file a complaint, please send us an email and include the following details:

• Your name and order number (if applicable):
• A detailed description of the issue: explain the situation as clearly as possible.
• What you would like to see happen: let us know how you’d like the issue resolved (e.g., refund, exchange, etc.).

We take all complaints seriously and will investigate the matter thoroughly. We aim to respond to your email within 24-48 hours.

Thank you for bringing this to our attention. Your feedback helps us improve our products and service for everyone.

We’re thrilled you’re interested in collaborating with us! However, at the moment, we’re not seeking new collaborations. We truly appreciate your interest and encourage you to stay in touch for future opportunities.

If your discount code isn’t working, please ensure it hasn’t expired and that your selected items meet the code’s criteria, such as specific products or minimum purchase requirements. For more information, check out this article.

If issues persist, don’t hesitate to reach out to our customer support for assistance.

You can apply your code on the checkout page

1. Go to your cart and click on “Checkout”
2. Locate the discount code box listed beneath your order summary
3. Enter your code and click “Apply”
4. Check for confirmation. You should see a message confirming whether the discount was applied successfully. If so, your order total will update automatically.

Code not working?
Double-check the code’s expiration date and any specific terms or conditions:

• Code Expiry: discount codes often have expiration dates. Make sure yours is still valid.
• Product Restrictions: some codes apply only to specific products or categories. Check if your chosen items are eligible.
• One-Time Use: many discount codes can only be used once per customer.
• Combining Offers: stores might restrict combining a discount code with other sales or promotions.
• Minimum Purchase Requirements: some codes require you to spend a certain amount before the discount applies.

Still having trouble? Contact customer support by email for assistance.

We do regular promotions and discounts, both site-wide and through our social media channels. Here’s what you need to keep in mind when using our discount codes.

• Expiration dates: discount codes have limited lifespans. Check the code’s details for the expiry date.
• Product restrictions: some codes may only work on specific items or categories.
• Order minimums/maximums: codes might require a minimum purchase amount to work. Sometimes, there might also be a maximum order value limit for the code to be valid.
• No combining offers: generally, you can’t use a discount code on top of other sales or promotions.
• Automatic application: some site-wide discount codes may be applied automatically at checkout, meaning you don’t have to apply them yourself.
• Not for cash: discount codes don’t give you cash back or act like store credit.
• One-time use: after you use a discount code, you likely won’t be able to use it again, even if you return items from the order.
• We reserve rights: we can change or cancel discount code promotions at any time.

If you have any further questions about a specific discount code, please contact us.

Our wholesale policy is designed to partner with brands that align with our values and vision. If you’re interested in exploring wholesale opportunities with us, please reach out via email with details about your brand. Should we see a potential fit, we’ll be in touch to discuss the next steps and provide further information on our wholesale partnership. We’re excited to hear about what you bring to the table and explore how we might work together!”

If you’re interested in becoming a retailer with us, we’d love to hear from you! Please reach out to us via email, including some information about your brand. If we feel that there’s a good fit between our visions, we’ll get back to you with more details on how we can collaborate. We’re looking forward to exploring potential opportunities together!

You can pay with Visa, MasterCard, Amex, Maestro, PayPal, iDeal, Klarna, Shop Pay, Google Pay, Apple Pay and Sofort. Payment options may differ per country.

Is your payment method not listed? Send us an email so we can look at it together!