FAQ

  • DO I NEED TO REGISTER TO BUY AT ONELADY.COM?

    You can browse the site without having a registration or without being logged in, but to make purchases on the ONELADY website you must have a registration. It is through registration that we identify our customers, guarantee their safety in purchases and maintain data privacy. It is also through it that we are able to make deliveries, communicate any unforeseen events and issue invoices for purchases. Your registration is done only once and the process is quick.

  • HOW DO I REGISTER?

    Your registration is done only once and the process is quick. First, you must access the ONELADY.COM website. Click on the 'My Account' option, located in the upper right corner of the website's home page. Click on "I Want to Register", then click on "Enter". Choose which type of account you want to register (individual or corporate), enter your information. A window will open containing important fields, which must be completely filled. Once you have completed the registration form, you will receive an email from ONELADY. When you receive it, click on "Confirm Registration". There, your account on ONELADY.COM has been created.

  • HOW DO I LOG IN?

    Logging into ONELADY.COM is simple. Click Here.. Or click on the ‘My Account’ option located in the upper right corner of the website home. A window will open containing the options ``Quick access by email" or "Enter email and password". If you choose the option "Quick Access by email", enter your email, then enter the access key you received in your email inbox, click the "Sign in ' button and great shopping! If you choose the option "Sign in with email and password", enter your registered email and password, click on the "Sign in" button and great shopping!

  • I FORGOT MY PASSWORD. WHAT SHOULD I DO?

    Click on the "My Account" option, located in the upper right corner of the website home page. Then click on "I forgot my password", enter your email and click on the "Confirm" button. It will open a screen with fields to be filled. After filling in, click on "Register New Password". Enter the code you received into your email box and click the "Change Password" button.

  • HOW DO I CHANGE MY REGISTRATION?

    Keep your registration up to date so that onelady.com can always communicate with you. Go to "My Account", once you are logged in, click on the tab "My Profile", then click on "Change Data", change what is necessary at any time and click on "Save" to complete the changes. Remembering that the changes are only valid for future orders.

  • HOW DO I RECEIVE THE NEWS?

    Stay on top of all news and events from ONELADY! To receive them, navigate to the bottom left corner of our website. In the field "Receive the News' ' enter your email and click "Send" or "Click Here". Okay, your email is already in our mailing!

  • WILL MY INFORMATION BE CONFIDENTIAL?

    Yes, all data registered in the user's account is personal and treated with the highest level of confidentiality and security.

  • IS IT SAFE TO BUY AT ONELADY.COM?

    We use the best security tools available on the market and ensure that all data is treated with the highest level of confidentiality (check out our URL, the icon representing the security of the sites is available). In addition, all purchase processing is done using a secure payment gateway that encrypts card details on a secure host (check out the payment step where there is an icon representing the secure environment). Still, we ask all our customers to be aware of the best internet browsing practices.

  • WHAT CRITERIA ARE RELEVANT FOR A DESIGNER TO BE PART OF ONELADY UNIVERSE?

    At ONELADY, brand curation is based on compliance with the 16 sustainability seals. These seals are certifications that prove that the product was manufactured by a company or by a sustainable method. There are several different seals and each one of them means some aspect of sustainability; they were created so that consumers are aware of the production methods of that company with just a simple image. In this way, the customer can have the security and guarantee that the product is of quality and that its production has not negatively affected the environment or society.

  • WHAT MAKES ONELADY PLATFORM DIFFERENT FROM CONVENTIONAL MARKETPLACES?

    At ONELADY we connect women entrepreneurs in a world of business and exchanges of experiences, in the best digital environment. We believe that the modern woman seeks to be part of a female community, which values the history of the brand's founders, and recognizes the value of timeless, small-scale handmade products as a choice for quality and preservation of the planet.

  • HOW DO I FIND A PRODUCT?

    The simplest way to navigate ONELADY.COM is using the navigation menu at the top of our website. Through it you can search for products by categories, news, offers, brands and others. In order to make your search on our website even easier, we have new filters available on the left side of the page according to your navigation. Check the product datasheet to understand the specifications and origin as well. This way, you guarantee that the product is exactly what you want. To help you when shopping, we also offer a content page about the stories of our female partners, social impact, fashion tips, lifestyle and the latest trends in fashion, innovation and female entrepreneurship.

  • HOW DO I PLACE AN ORDER?

    Before purchasing, we recommend that you read the current policies of our ONELADY.COM website. Click here. When you find an item you want to buy, choose the size and color you want (the product size will follow the reference of the product's country of origin, click on "Size Guide" to consult the conversion of measurements). Click the "Buy" button to add the item to your bag (you can add as many items as you like, for that click "Continue Shopping"). After choosing all the items you want to buy, in your bag's summary screen, click on "Calculate", enter your zip code to see the available delivery options, as well as the breakdown of values and delivery times. Select the desired option. While still on the order summary screen, you can change the quantity of items and enter a discount coupon, if any. When you want to complete the purchase, just click on "Checkout". It will open a screen to login (if you are not logged in). Follow the directions. Please verify that all order information is correct. Fill in the payment information and then click "Checkout". After finalizing your purchase, you will receive an email confirming that we have received your order. We remind you that the delivery period starts from the payment approval, which can take up to 48 hours. At each step of the order, we will send you updates.

  • HOW WILL I KNOW IF THE PRODUCT WILL FIT ME?

    We provide a "Size Guide" on the products page with the conversion of measurements by type of product. In addition, the measurements of the models and the part size in the image can also be used as a reference. Even so, if the item purchased does not fit, you can return it free of charge. For more information see our exchange and returns policy.

  • HOW WILL I KNOW IF THE PRODUCT IS IN STOCK?

    If the desired product does not have stock, this information will be indicated on the product page through the message "Product Unavailable" and the purchase cannot be made. Remembering that when placing an item in the shopping bag, your reservation will not be made automatically. The same item can be purchased by another customer while you are still shopping. Therefore, after the purchase of an item is processed, there may still be an outage. In this case, our team will contact you to inform what happened and what options are available.

  • WHAT DO I DO IF THE PRODUCT I CHOSE IS NOT IN STOCK IN MY SIZE?

    If the product you want to buy is unavailable, you can register your email in the "Notify me when it arrives" service (on the product page). This way, you will be notified when the stock of the product arrives. If the size of the product does not exist on the website, it is because the brand does not work with the measure.

  • DO YOU HAVE OWN STOCK?

    Not currently. Our sales model is in the marketplace format, in which the stocks sold are supplied by ONELADY's partner brands.

  • ARE ALL PRODUCTS LEGITIMATE?

    Yes, all products available for sale on ONELADY.COM are original. We work with the marketplace model, in which products sold online are supplied by ONELADY's partner brands, all of them founded by women who manage their own businesses.

  • ARE THE PRICE PRACTICED ON THE SITE AND BY THE BRANDS THE SAME?

    We suggest ONELADY's partner brands to practice the same selling price in the different channels and on ONELADY.COM. Bearing in mind that the price of the products does not include the shipping charge, which will be charged separately and indicated before closing the purchase. Any and all prices, promotions or offers on the online sales platform are subject to update from time to time. Emphasizing that ONELADY.COM is not responsible for any price differences practiced by ONELADY's partner brands

  • WILL NEW BRANDS BE ADDED?

    Yes, new brands and products are constantly being added to our website. Register your e-mail in "Receive News" and find out first hand. Remembering that ONELADY is recognized for connecting products from brands founded by women with consumers around the world and reinforces its constant work to promote gender equality promoting businesses of female origin with the construction of a global community of women entrepreneurs.

  • CAN I BOOK A PRODUCT? PRE SALE?

    Currently, ONELADY does not offer a product reservation service yet.

  • WHAT ARE THE ACCEPTED PAYMENT METHODS?

    It is currently possible to make your purchases with Visa, Mastercard, Amex and Elo credit cards. Payment can be made in cash or in up to 6 installments. Remembering that we do not practice discount for cash payment. New payment methods will be added in the coming months.

  • IS IT POSSIBLE TO PAY THE PURCHASES IN INSTALLMENTS?

    Yes, payment can be made in cash or in up to 6 installments, with a minimum installment of R$100.00 (one hundred reais).

  • IS IT POSSIBLE TO CHANGE THE PAYMENT METHOD AFTER I COMPLETE THE ORDER?

    In order to guarantee your security, once the order has been completed it is not possible to change the payment method. Please ensure that all information is correct before finalizing the purchase. If you still need to change the payment method, cancel the incorrect order at no cost and buy again with the information of your choice.

  • MY ORDER WAS NOT APPROVED. AND NOW?

    If the payment is not approved, you will be notified by email and the order will be automatically cancelled. You can try to make a new purchase with other credit cards. Remember that for purchases in installments, you need to have a balance that is equal to or greater than the total purchase amount and not the amount of the installments.

  • BECAUSE MY PAYMENT WAS NOT APPROVED?

    The most frequent reasons for non-approved payment are: incorrectly entered card number or expiration date, different data, expired payment method and insufficient balance. Please check that the information is correct before contacting the issuing bank or payment provider.

  • IS IT POSSIBLE TO PAY THE PURCHASE AT THE TIME OF DELIVERY?

    At ONELADY we do not offer this service. Every purchase made on ONELADY.COM must be completed immediately with the payment methods available on the site.

  • WHAT IS THE DEADLINE FOR CONFIRMATION OF PAYMENT?

    The payment approval period is done by the credit card company and can take up to 48 hours.

  • HOW CAN I MONITORING THE DELIVERY?

    To track your delivery Click here, login and find out which stage your order is at. You also receive an email with each new step of the order.

  • MY DELIVERY IS DELAYED. AND NOW?

    If the estimated delivery time has already exceeded and there is no detail in "Track order", please contact our Customer Service so that we can check what happened and update you on the purchase. Remembering that the delivery period starts to run after payment is approved.

  • TO WHICH COUNTRIES AND CITIES ARE DELIVERIES MADE?

    ONELADY.COM works with the Cross Boarder delivery model, that is, without borders. We deliver to consumers around the world. When accessing our website in Brazil, you are automatically directed to onelady.com/br for purchases of products in reais (R$) and with deliveries that are made throughout Brazil, through accredited carriers. To check availability in your region (values, terms and types of deliveries) choose the product, fill in the zip code and click on "Calculate shipping" in the summary of your shopping bag. It is worth noting that we do not deliver to PO boxes and addresses that do not allow delivery of goods, such as Ministries.

  • WHAT IS THE FREIGHT VALUE FOR DELIVERY OF THE PRODUCT IN ANOTHER COUNTRY?

    When choosing the product on our website, fill in the zip code of the country where the product should be delivered and click on "Calculate Shipping" in the summary of your shopping bag.
    You will be informed of the shipping cost and import taxes, when applicable, as well as the estimated delivery time for payment with the product. ONELADY has a transparent check-out system and all costs will be individualized for the Client.
    Do not forget that the delivery address must be filled in correctly, as it is not possible to change it after checkout.

  • IS IT POSSIBLE TO FOLLOW THE DELIVERY OF PRODUCTS OUTSIDE THE COUNTRY?

    Yes! To track your delivery click here, login and find out which stage your order is at. You also receive an email with each new step of the order.

  • WHAT ARE THE FREIGHT OPTIONS FOR DELIVERY OF PRODUCTS IN BRAZIL? AND DELIVERY TIMES?

    Shipping costs, terms and types of delivery vary by region. Delivery time is estimated in business days (Monday to Friday during business hours) and begins to run only after payment is approved.
    To consult, choose the product on our website, fill in the zip code and click on "Calculate Shipping" in the summary of your shopping bag.
    Our delivery types are:

    Standard (intermediate term and value): available throughout Brazil. Estimated time varies by region.
    Express (shorter term and higher value): initially only available for selected São Paulo city zip codes (see availability). Place your order by 2:00 pm on business days for same-day delivery or after 2:00 pm for next-day delivery.
    ONELADY has no fixed rule for free shipping, we can display free shipping promotions at any time.

  • DO YOU DELIVER BY POSTAL BOX?

    We currently do not deliver to PO Box.

  • CAN I CHANGE DELIVERY ADDRESS?

    If you have not finalized your order, you can still change the shipping address on the shopping bag. But, if the order has been finalized, it is not possible to make changes for security reasons. However, it is possible to cancel the order and re-order it. For this, contact our Customer Service. To update the shipping address for future purchases, Click Here or go to "My Account" (located in the upper right corner of the site), login. In "My Addresses" click on "Alterar Data" or also register a "New Address". Don't forget to save after making changes and/or updates.

  • IS IT POSSIBLE TO DELIVER THE SAME ORDER AT MORE THAN ONE ADDRESS?

    The order can only be shipped to one address. It is important to highlight that, after the order is finalized, it is not possible to change the registered address. If you need the delivery to be made to different addresses, make separate orders, so you will have the option of choosing a destination for each order.

  • WHO CAN RECEIVE MY DELIVERY?

    Any responsible person at the destination address can receive the goods by signing the receipt.

  • WHAT HAPPENS IF THERE IS NO ONE AT THE DELIVERY ADDRESS?

    The carrier makes 3 (three) attempts to deliver the goods. If there is no one to receive it, it will return to our Distribution Center and our team will contact you to inform you of available options.

  • WHERE CAN DELIVERY BE MADE?

    Delivery can be made in any establishment: hotels, offices, vacation homes, homes, among others. We just do not deliver to mailboxes. Any responsible person present at the destination address may receive the goods by signing the proof of receipt.

  • MY ORDER IS INCOMPLETE. WHAT WAS THERE?

    Deliveries can be made separately, as they come from different brands. However, all your products must be delivered within the estimated period informed at the time of purchase, which starts to count after payment confirmation. You can track the status of your delivery by going to "My Account". If you have any questions, please contact our Customer Service.

  • HOW WILL MY ORDER BE PACKAGED?

    All products will be delivered in packaging of the respective brands and placed in more resistant boxes, which protect your product to ensure that it arrives in perfect condition.

  • DO YOU HAVE GIFT PACKAGING?

    A ONELADY ainda não tem este serviço disponível.
    ONELADY does not have this service available yet

  • WHAT SHOULD I CHECK UPON DELIVERY?

    Upon delivery, check if the packaging is damaged to the point of having affected the product's condition. If this happens, do not sign the receipt and refuse delivery stating the reason on the back of the Invoice. Please contact our Customer Service immediately so that we can take appropriate action.

  • I GAVE UP MY PURCHASE BUT I STILL HAVE NOT RECEIVED THE ITEM. WHAT SHOULD I DO?

    If your order has not yet been delivered, just cancel the order through our Customer Service, through any of the communication channels (WhatsApp and/or email). At each step of the order, we will send you updates via email.

  • CAN I CANCEL ONLY ONE ITEM OF THE ORDER?

    It is currently not possible to cancel just one item from the purchase order. But you can cancel the entire order and redo it through our Customer Service, through any of the communication channels (telephone | WhatsApp | e-mail).

  • I GAVE UP MY PURCHASE. HOW DO I CANCEL IT OR RETURN IT?

    If your order has been delivered, just request the return through our Customer Service through any of the communication channels (telephone | WhatsApp | email).

    Request the return of the order to Customer Service within 7 (seven) calendar days after receiving the product. Our returns are made through postage: you must take the product to a post office with a copy of the Invoice and inform the postage authorization code. As soon as we receive the product at the Distribution Center, we will evaluate it - this process can take up to 3 working days - and let us know if it is approved or not. If your product is accepted, we will proceed with the chargeback, which will take place in the same form of payment chosen at the time of purchase and will be credited to up to two subsequent invoices from your credit card. If the product does not comply with the rules, it will be returned to the address shown on the invoice. You can also refer to our Return Policy for a detailed view.

  • WHAT ARE THE RETURNS FORMS?

    You can return a product via postage. Just take it correctly packaged to a post office and inform the postage authorization code. The return request must be made through Customer Service within 7 calendar days after receipt.

  • WHAT SHOULD I DO TO RETURN A PRODUCT?

    To return the product, follow the guidelines below: The product must be returned with the tags, in the original packaging and with the security seal intact. If you do not have the original packaging, pack the product in such a way that it is not damaged during the return journey. All accessories, manuals and items delivered with the product must be shipped with the product. The product must comply with the purchase order. A copy of the Invoice/DANFE must be sent with the product.

  • WHAT IS THE DEADLINE FOR RETURNING THE ORDER?

    The deadline for requesting the return of the order is up to 7 (seven) calendar days, counted after receiving the product.

  • WHAT IS THE COST FOR RETURNING THE ORDER?

    In case of free shipping promotions duly informed on our website, there will be no cost for the return.

    In other cases, the freight cost for returning the product must be paid by the Customer.

    In case of products shipped defective or out of specification, the shipping amount may be refunded to the Customer after verification by the website. For more details see our Terms and Conditions of Use.

  • HOW LONG DOES THE REFUND PROCESS TAKE?

    We request a refund from the credit card company immediately after approval of the return. The refund will be made within 72 hours by the administrator. The refund of the amount paid in the order will take place in the same payment method chosen at the time of purchase. That is, if you paid by credit card, you will receive the refund in up to two subsequent invoices (deadline requested by the administrator). This deadline may also change depending on whether the request date was before or after the invoice was closed. If your purchase was made with more than one payment method, the refund will be proportional according to the amount paid on each card. For more information about the chargeback, contact your credit card company.

  • CAN I CHANGE A PURCHASE?

    Yes. For the time being, we do not exchange through the website, but you can exchange products purchased online at ONELADY.COM within 7 (seven) calendar days after receiving it directly with the brand, as long as it is in accordance with our Policy of Return. Remembering that the exchange is subject to stock availability and will follow the rules of each brand.

  • IS IT MANDATORY TO AGREE TO ONELADY'S TERMS AND CONDITIONS OF USE?

    Yes! When registering, the Client is informed of all the rules and conditions of use of our website, which adherence is mandatory.

    If you have any questions about the rules for using our website, please contact us through our service channels.

  • HOW CAN I CONTACT ONELADY.COM CUSTOMER SERVICE?

    Our customer service works via phone, whatsapp or email. Check the times and choose the best way to contact you:

    E-mail
    onelady@onelady.com.br
    Phone and WhatsApp
    11 993533858
    Monday to Friday from 8am to 8pm
    Saturdays from 8am to 6pm