0

FAQ

ORDERS, PAYMENTS, SHIPMENTS AND CUSTOMS

No, you don't need an account to create an order.

By subscribing to our site through your account, you will have the possibility to:

·       make an order

·       review past orders

·       add items to your wishlist

·       save your shipping information so you can shop quicker

 

We ship almost all over the world with DHL, POSTE/EMS. We do not ship on cash and delivery.

Shipping is free only in Italy over € 75.

We accept Visa, Mastercard, American Express, Maestro, JCB Cards and Union Pay. You can also choose to pay with PayPal.

All pages on the store that ask for or display personal data, including your credit card information, are secured by 128-bit ssl (secure socket layer) encryption.

At ONE BLOCK DOWN, we commit to protecting your privacy. we do not sell, trade, or rent your personal information to others, period. for more details, please see our full privacy policy.

Generally it will takes from 2 till 4 days to be delivered, it may changes in case of customs or meteorological issues. carriers generally make three attempts to deliver your parcel. if delivery fails after three delivery attempts, the parcel will be sent to us. any eventual import duties or shipping fees related to the return of your parcel will be deducted from your refund. please note that the original shipping costs - if any - are never refunded.

If you're purchasing from an address inside the EU you will have applied italian VAT (22%). Prices displayed are already comprehensive of VAT for EU customers. If you are buying from an address outside EU italian VAT is not applicable. Once accessed or localized from the browser you will see prices without VAT.

Orders are usually processed and shipped within 1-2 business days upon receipt. please note that the dispatch process can take up to 3-4 business days during promotional offers and seasonal sale.

No, our shipments are dap (delivery at place), which means that the recipient of the shipment must take charge of any eventual import duties. import duties are charged once the parcel reaches its destination country. unfortunately we have no control over these charges and cannot tell you what the cost would be as customs policies vary from country to country. it may be a good idea to contact your local customs office before you order so you are not surprised by charges you were not expecting. please note that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes. american customers: order under 800$ won't be charged for any import duties. australian customers: order under 1000AU$ won't be charged for any import duties.

The main items features are shown online, on each product page. Images available on our site may not exactly correspond to the real items in terms of image and colors, due to the internet browser or monitor used.

It’s not possible to change the size entered during the registration.

Products listed as sold out are no longer available for sale.

if your order has not been dispatched yet, generally we can amend or cancel it. as long as your order status is working', we can cancel or amend it. once your order status turns into sent', you cannot cancel or amend your order. please note that we cannot combine orders or add extra items to existing orders.

If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has gone through. If your card is not authorized payment will be rejected and you will get an email informing that an error occurred If you're charged for your order but cannot see it on your account contact us and we will fix the issue.

Working - your order went through, and your order is being prepared for shipment. if you don't get any confirmation email after making your order please check your spam folder or get in touch with us.

Sent - your order left our warehouse and it's on its way to you. we cannot cancel or amend any details of your order at this stage.

Canceled - we have canceled your order and we already issued your refund. Please note that it's not possible to retrieve orders once they are canceled.

Blocked - there may be an issue with your order and we will get in touch soon.

We are not allowed to declare low values on invoices, or to mark orders as gifts. We must declare the real value of products.

No, our shipping partner doesn't provide this service, except for saudi arabia.

You will receive an email update as soon as we arrange the shipment of your order including the link to track your parcel.

You will get a confirmation email including the link to track your parcel. If your tracking number doesn't work immediately it's because it's ready to be picked by the carrier, check it later. if you don't have any tracking number for your order, please check your spam folder, or get in touch with us. our shipping partner DHL offers you the flexibility to make changes to your delivery while your order is on its way to you. just make sure you include your mobile number in your shipping details and DHL will text you after we dispatch your order. by following the link they provide you will be able to choose from a range of options including: rescheduling your delivery placing your shipment on hold if you are away from home arranging to collect your order from a DHL service point change your shipping address to find out if on demand delivery (odd) is available in your country visit ondemand.dhl.com.

As a general rule, that's not an option we offer. if you realize your shipping details are incorrect, you can get in touch with us to try to help you out.

If you have not yet received your order or have not received what you wanted, or for any other problem, please contact us to resolve the incident as soon as possible.

We don't allow to hold or preorder any item.

If once you've purchased your items, you realize that a promo has started on our website, please note that we don't price adjust.

If you spot other online retailers selling the items that we sell at lower prices, feel free to get in touch, and we will be glad to check if price match is doable. please note that we can price match only if the below conditions are valid: the item has to be full price and not subject to any promos. the item has to be available for sale as we will match the price shown online. the item to be price matched has to be identical to the one listed on One Block Down and in stock on both websites.

Our customer service team works from monday to friday (holidays excluded) from 9:00am to 6:00pm. we do our best to manage all the requests submitted outside this time slot in the shortest time possible.

NEWSLETTER

To subscribe to the newsletter, simply enter your name, surname and e-mail address in the appropriate fields of our popup, or by clicking at the bottom of our website in the Newsletter section. By accepting the privacy treatment and clicking on "Subscribe" your email will be automatically registered in our database. Only users subscribed to the newsletter will receive news regarding new arrivals, raffles and special offers.

You can unsubscribe from our newsletter at any time by clicking "Unsubscribe" at the bottom of the newsletter or by logging into your profile on the website.

AFTER SALES SERVICE

First of all, we're sorry about that. Please get in touch through our contact form or through email at [email protected] .We will do our best to fix the issue in the shortest time possible.

Get in touch with us throught our contact form or email at: [email protected] and provide some pictures of the defected item. We will be glad to offer an exchange or a refund.

RAFFLE

Click on the product in the raffle to proceed with the registration: you could be the winner! For more information read all the info on our blog.

 

The draw is made by an automatic system. That system automatically exclude the same or similar address so multiple subscriptions will be excluded from the raffle.

Down the email you can find a link that will brings you directly to the page to finalize the payment and confirm the order.

The only payment method available is PayPal.

Since you receive the email that attempts your victory you have 2 days (48 hours) to finalize the payment. After that terms your victory will be retired and the product will be assigned to a new customer.

The orders will be shipped with our shipping services. Italian customer will not be charged for the shipment. All the customers located outside Italy will be charged for the shipment.

It’s not possible to change the address or size entered during the registration.

It’s not possible to return or change a product won by raffle. If you got a defected product contact us and we will be glad to help you.

In case of victory it’s not allowed to pick and pay the product in store.

In case the link inside the email will not work:

·       Try changing your browser.

·       Try changing your email client (ex. Outlook, Thunderbir, Apple Mail etc)

·       Be sure that your email that you are paying from is the same as the profile logged inside our profile.

·       If no one of these methods works you can log into your account on our website, in the order section you will have the reserved one and inside of it you will find the payment button.

Check the spam folder for the presence of our email. If you have not received any email other than the registration one, it means that you have not been extracted.

RETURNS AND/OR CHANGE GOODS

To proceed with a return/product change, please send an email to inform our customer care at: [email protected]

Please do read carefully, download and fully fill the form below.

Download the return form here

Of course, the products on sale can be returned and / or changed within 14 days from the date of order receipt.

We hope you love everything that you order from us, but don’t worry if something isn’t quite right. You have 14 days upon receipt of your order to return the item(s), or to exchange them for a different size of the same item(s).

Please note that all returned items must be unworn, unwashed, complete with original tags and/or packaging. Items returned in non-resellable conditions, won’t be eligible for refund, and we will need to send it back to you.

If returning footwear, please use an outer packaging to protect the shoe box, it is part of the product. Any damage to the shoe box may result in the return being refused.

The return shipment will be on your charge. The cost of initial shipment will be deducted from the refund, and any cost related to customs duties for return goods in case of return from countries outside Europe will be deducted from refund.

When returning items from outside the eu, you may incur import duties. they are charged once the parcel reaches its destination country, and customers must take charge of them.

please note that we will deduct any eventual import duties related to your return from your refund. for exchanges, we will ask you to provide your payment before sending out your new size.

Yes, we allow returns of exchanged items, and they work the same way as standard returns. you have 14 days upon receipt of your new order to return your items or to exchange them for a different size of the same items. in case of return, we will deduct the original shipping costs.

You will take care of shipping your items back to us, picking the courier and shipping service your prefer - we recommend to use a trackable shipping service. Remember to insert inside the box the return form. below is our shipping address for returns:

ONE BLOCK DOWN
PIAZZA GENERALE ARMANDO DIAZ 2
20123 MILANO MI
ITALY    

You will receive an email update as soon as we process your return.

We usually take charge of exchanges within 2 business days upon receipt of your original items. estimated delivery time varies according to your destination country, but you will be able to track you parcel while it’s in transit.

We usually take care of refunds within 2 business days upon receipt, and you will receive an email update as soon as we process your return. we issue refunds are through the same payment method you used for your order.

paypal refunds will appear immediately on your account. credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers.

Please note that shipping costs are not refunded.    

All rights reserved 2019 - Credits nssfactory
Close
Send