FAQ

 HOW TO MAKE AN ORDER?

1. Complete adding items to the cart
2. You can choose to process through the website checkout or via PayPal.
3. If you wish to continue with the checkout of our website, click on the green "Checkout" button located on the right side of the screen.
4. If you wish to continue with PayPal, click on the PayPal button. You will be transferred to our customer information page. You will be asked to enter: address, e-mail, name, address
5. If you have a valid discount code, you can enter it in the "Discount" field located to the right of the screen. Make sure you click on the "Apply" button to have your discount calculated and applied to your order.
6. Continue by clicking on the "Continue with shipping method" button. Make sure you have entered the delivery address correctly (if different from your billing address.) Once completed, click on "Continue on Payment Method".
7. You will need to enter your payment information. You will have the option to indicate that the shipping and billing details are the same, if applicable. Once the form is complete, click on the "Complete Order" button. You will be directed to a screen that provides an order summary along with an order confirmation on the screen, as well as a second confirmation by e-mail.

In case of difficulty during the checkout process, do not hesitate to contact our customer service by sending an email to info.customercare.shop@gmail.com.

 

WHAT HAPPENS IF THERE ARE ITEMS MISSING OR INCORRECT PRODUCTS WHEN I RECEIVE MY ORDER?

For missing or wrongly shipped items, please contact us at info@onelevel-shop.com.  Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.

 

HOW DO I KNOW THAT MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?

You will receive an email confirmation containing the Order Number and details of your purchase.  

 

I WOULD LIKE TO CHANGE MY ITEMS ORDERED. WHAT SHOULD I DO? Amending your order is allowed on or before 11:00 pm (ROMA GMT+2) on the same day from the order being placed. You may contact us via info@onelevel-shop.com to request for change.  

 

HOW DO I ADD ITEMS TO MY CART?

To add items to your cart:

1. Navigate to the page of the item you are interested in and then choose your preferences of the item. When you click the “Add to Cart” button, you will be brought to your "Shopping cart" page.
2. Enter the quantity of the item that you would like to order using the "Quantity:" field next to the image of the item. After you have entered a quantity, you can continue shopping or choose to complete your order.

 

  HOW DO I VIEW WHAT’S IN MY SHOPPING CART?

To view the contents of your cart, click on the Cart icon located on the top of the website page. Once you click on this icon, you can easily change the number of the quantity you want to purchase any item in your cart by updating the quantity listed. You can also delete any item in your cart by clicking the “Remove” link to the bottom of the quantity listing.  

 

HOW DO I REMOVE ITEMS FROM MY CART? First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “Remove” link to the bottom of the quantity list. This will automatically remove the item and have the page refresh to have your changes reflected.  

 

HOW DO I CHANGE THE QUANTITY OF A PARTICULAR ITEM IN MY CART? First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the “Quantity” field for this item and type in the quantity desired. Once you do this, the quantity and associated dollar amount (if applicable) will be automatically updated and reflect the correct amount for both the quantity and the cost located on the right side of your screen.  

 

WHAT ARE THE RECOMMENDED BROWSERS FOR THIS SITE?

Google Chrome, Safari, Firefox, Internet Explorer  

 

WHAT ARE YOUR PAYMENT OPTIONS? We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal and Apple Pay.  

 

HOW DO I MAKE PAYMENTS USING PAYPAL?

PayPal is the easiest way to make payments online. Once you have finished adding items to your shopping cart and are ready to complete your transaction, you may click on the “PayPal” button. You will be redirected to the PayPal website. Be sure to fill incorrect details for fast & hassle-free payment processing.  

 

HOW DO I USE A DISCOUNT CODE?

To use a promotional code, please follow these steps:

1. Choose the item you want to order and then click "Checkout" green button
2. You will then be transferred to our Customer Information page on the next page, fill in the corresponding information needed
3. You will see a “Discount” field on the upper right most part of the page 
4. You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied to the breakdown listed below.

 

  WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?

All orders are shipped from our warehouse within 5 business days of the order being placed. Shipment will arrive in between 10-15 business days after the shipment date, depending on the availability of the carrier provider and location.  We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by courier service.  

 

HOW CAN I TRACK MY ORDER?

A tracking number will be provided to you in your Shipping Confirmation email.

You may use the number and track your order at the web site Tracker section [ https://www.onelevel-shop.it/apps/tracktor/track ] or track your order at [ www.17track.net ].  

 

WHAT ARE YOUR SHIPPING RATES?

We have a fixed shipping rate of 5.00 EURO to USA & 10 EURO to all destinations worldwide, but sometimes is Free.

 

WHICH COUNTRIES DO YOU SHIP TO?

Currently, we do ship worldwide. But in case your country may not be supported by our logistics, we will inform you right away and make the necessary changes to your order. To know more about our destination listings, contact us via info@onelevel-shop.com

HOW CAN I CHANGE MY SHIPPING ADDRESS? Changing of address is only allowed on or before 11:00 pm (ROMA GMT+2)  on the same day of placing an order. You may contact us via info@onelevel-shop.com to request such changes.  

 

CAN I DELIVER TO ANOTHER ADDRESS, OTHER THAN MY CARD BILLING ADDRESS?

Yes, it is possible.  

 

HOW IS MY ORDER SHIPPED?

Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be shipped the following Monday.  

 

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Please refer to our Return & Exchange Policy relating to returns.

Our customer service is open 24/7. We will reply to your inquiry as soon as possible.  

 

HOW TO RETURN YOUR ITEM?

To send an item back, simply complete the Return form and follow the guided procedure at the following link https://onelevel.myreturnscenter.com/
By filling out the return form you are aware of our Return Policy return policies and therefore the acceptance or refusal of your return request will depend solely on the One Level Return Policy.

 

WHAT IS YOUR CANCELLATION POLICY?

Cancellation of an order is allowed on or before 11:00 pm (ROMA GMT+2)  on the same day. After that time, the cancellation will no longer be entertained. You may contact us via info@onelevel-shop.com to request for cancellation.  

 

IS ORDERING ONLINE SECURE? Yes. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.   

 

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE? To ensure a safe payment procedure, our website uses a credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.  

IS MY PERSONAL INFORMATION KEPT PRIVATE? Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.