Shipping policy

Last updated: 4 November 2026

At One Planet, we want your shopping experience to be simple and reliable. This policy explains our shipping arrangements, returns and refunds.

1. Order Processing

We aim to process and dispatch orders within one business day.

Orders placed before 10:00 a.m. may be dispatched on the same business day.

Processing times may be longer during weekends, public holidays or periods of high demand.

2. Shipping and Delivery

For deliveries within the United Kingdom:

Standard Shipping: Estimated delivery within 4–5 business days after dispatch.
Express Shipping: Estimated delivery within 2–3 business days after dispatch.
Free Standard Shipping: Available on eligible UK orders over £40.

Premium members benefit from free shipping on eligible regular orders, subject to the terms of their membership.

For deliveries to other countries, available shipping options, estimated delivery times and charges will be displayed at checkout.

Delivery times are estimates, not guaranteed delivery dates. Unless otherwise agreed, orders will be delivered within 30 days, subject to applicable consumer rights.

Any applicable import duties, taxes or charges payable by the customer will be disclosed as required by law.

3. Order Tracking

Once your order has been dispatched, you will receive an email containing tracking information.

You can use the tracking link to follow the progress of your delivery.

If your order is delayed or missing, please contact contact@one-planet-shop.com.

4. Our 30-Day Return Policy

We offer a commercial 30-day return policy on eligible products.

You may request a return within 30 days of receiving your order if you are not satisfied with your purchase.

For returns under this additional commercial policy, products must be unused, in their original condition and, where applicable, in their original sealed packaging.

For health and hygiene reasons, opened or used products may not be eligible for a change-of-mind return.

This commercial policy does not affect your statutory consumer rights.

5. Statutory Cancellation Rights

Consumers in the UK and European Union generally have a legal right to cancel eligible online purchases within 14 days of receiving the goods, without giving a reason.

For orders containing multiple products delivered separately, the cancellation period generally starts upon receipt of the last item.

You must inform us of your decision to cancel within the applicable cancellation period.

You can do so by emailing contact@one-planet-shop.com or by sending a clear written statement to our registered business address.

You then have 14 days to return the goods, unless applicable law provides otherwise.

Exceptions may apply, including to sealed products that are unsuitable for return for health or hygiene reasons once unsealed after delivery.

Where statutory cancellation rights apply, refunds include the original standard delivery charge where required by law. Additional charges for premium delivery services are not necessarily refundable.

You are responsible only for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, subject to applicable law.

6. How to Request a Return

To request a return, please email:

contact@one-planet-shop.com

Include:

Your order number.
The product or products you wish to return.
The reason for the return, if applicable.

We will provide the appropriate return instructions and return address.

Please do not send unsolicited returns to our registered business address.

7. Return Shipping Costs

If you return a product because you have changed your mind, return shipping costs are generally your responsibility.

If a product is faulty, damaged or incorrect, we will provide an appropriate solution and cover return costs where required by applicable consumer law.

Please contact us before sending back a faulty or incorrect product.

8. Refunds

Approved refunds are issued using the original payment method, unless otherwise agreed.

For statutory cancellations, refunds are processed without undue delay and within the period required by applicable law, generally within 14 days of receiving your cancellation notice.

Where legally permitted, we may wait until we have received the returned goods or proof that they have been sent back.

For returns under our additional commercial 30-day policy, refunds are generally processed within 14 days after receiving the returned goods or satisfactory evidence of their return.

Outside statutory cancellation rights, the additional commercial policy covers the product purchase price; original delivery charges are not refundable unless otherwise required by law.