SHIPPING POLICY

Last updated: 23 August 2026

All Only Once orders are packed and shipped from Singapore.

Please review the information below before placing your order.

ORDER PROCESSING

Please allow approximately 1–3 working days for your order to be prepared and dispatched.

Processing times are separate from estimated delivery times.

During product launches, public holidays or periods of high order volume, processing may take longer. We will make reasonable efforts to dispatch orders as soon as possible.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information where tracking is available.

SINGAPORE ORDERS

Orders within Singapore are shipped using a tracked delivery service.

Estimated delivery times are provided as a guide and begin after your order has been dispatched.

Delivery times are not guaranteed unless expressly stated otherwise.

INTERNATIONAL ORDERS

We ship internationally to selected countries.

Available destinations and applicable shipping rates will be displayed at checkout.

Delivery times vary depending on the destination, shipping service and customs processing.

If you do not see your country listed at checkout, please contact us and we will see if we are able to ship to you.

Certain destinations may be unavailable due to shipping, customs, regulatory or other restrictions.

VAT, DUTIES, TARIFFS & TAXES

International orders may be subject to VAT, import duties, tariffs, taxes, customs charges, brokerage fees or other charges imposed by the destination country or relevant authorities.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the buyer or recipient.

Only Once has no control over charges imposed by foreign customs authorities and cannot guarantee their amount.

Customers are responsible for understanding and complying with applicable import requirements in their destination country before placing an order.

CUSTOMS

International shipments may be inspected, delayed or held by customs authorities.

Only Once will provide the customs documentation reasonably required for shipment and will declare shipments in accordance with applicable requirements.

We cannot mark commercial purchases as gifts or intentionally declare an incorrect value in order to avoid duties or taxes.

Customs processing times are outside our control and are not included in estimated delivery times.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address, postal code, contact number and any other information required for delivery.

Please review your shipping information carefully before completing your order.

If you notice an error after ordering, please contact us as soon as possible.

We will try to update the address where possible, but we cannot guarantee that changes can be made once an order has entered processing or been dispatched.

Only Once is not responsible for additional costs or unsuccessful delivery resulting from incorrect or incomplete information supplied by the customer, except where responsibility cannot legally be excluded.

TRACKING

Where tracking is available, tracking information will be sent after your order has been dispatched.

Tracking information may take some time to update after a shipping label has been created or the parcel has been handed to the delivery provider.

Once a shipment has entered the destination country, tracking may also be provided or updated by the local postal or delivery service.

DELIVERY TIMES

All delivery estimates provided on our website, at checkout or in order communications are estimates unless expressly stated otherwise.

Actual delivery times may be affected by customs processing, public holidays, weather, transportation disruptions, postal or courier delays, regulatory requirements and other circumstances outside our reasonable control.

A delay in delivery does not automatically mean that a parcel is lost.

If your shipment appears significantly delayed, please contact us and we will assist where reasonably possible.

LOST PARCELS

If tracking indicates that a parcel may be lost in transit, please contact us.

We may need to open an investigation with the relevant postal or delivery provider before determining the appropriate resolution.

Customers may be asked to provide information reasonably required for the investigation.

Where a parcel is confirmed as lost and the loss is our responsibility or you are otherwise entitled to a remedy under applicable law, we will provide an appropriate resolution.

PARCELS MARKED AS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please check the delivery location, household members, reception or concierge where applicable, and contact the delivery provider.

Please also contact us and we will assist where reasonably possible.

A carrier's delivered status does not by itself determine or remove any rights you may have under applicable law.

DAMAGED SHIPMENTS

If your order arrives visibly damaged, please retain the product, shipping carton and all packaging materials.

Contact us as soon as reasonably possible with your order number and clear photographs of the parcel, packaging and product.

This information may be required for us to investigate the shipment with the delivery provider.

REFUSED OR UNCLAIMED SHIPMENTS

Customers are responsible for accepting or collecting their shipments and, for international orders, completing applicable customs or import procedures and paying destination-country charges for which they are responsible.

If a parcel is refused, left unclaimed, or returned to Only Once because the recipient did not complete required delivery or import procedures, any refund will generally be assessed only after the parcel has been returned to and received by us.

Unless otherwise required by applicable law, reasonable original shipping costs, return shipping costs, customs charges, storage fees, handling fees and other costs incurred as a result may be deducted from any refund.

FAILED DELIVERY

Where delivery cannot be completed because of an incorrect or incomplete address, inability to contact the recipient, failure to collect the parcel or another circumstance attributable to the customer, additional shipping charges may apply if the parcel needs to be sent again.

We will contact you where reasonably possible if a parcel is returned to us.

SHIPPING RESTRICTIONS

Some products or destinations may be subject to postal, courier, customs, battery, aviation, import or other regulatory restrictions.

We reserve the right to decline or cancel an order where we cannot legally or reasonably ship the product to the destination provided.

If we cancel an order for this reason before shipment, amounts paid to Only Once for the cancelled order will be refunded.

RETURNS

Please do not return products to the sender address shown on a shipping label without first contacting us.

Returns must follow the instructions provided by Only Once.

Please refer to our Returns & Refunds Policy for information about returns, return shipping and refunds.

CONSUMER RIGHTS

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under applicable consumer protection law.

CONTACT

For questions about shipping or an existing shipment, please contact Only Once through our Contact page.

For order-related enquiries, please include your order number so that we can assist you more efficiently.