Welcome on the FAQs page of 
We hope you will find the answers to any questions you have about how our website works and our products.
Feel free to get in touch if you require any further information!
We hope you will find the answers to any questions you have about how our website works and our products.
Feel free to get in touch if you require any further information!
ORDERS
- How can I track the progress of my order?
- Is it possible to modify or cancel my order once it's been confirmed?
- I haven't received an order confirmation email, is this normal?
Once your order is processed by our team, you will receive an email to track your order in real-time and know the delivery date.
We are unable to modify your order once it has been processed and dispatched. We kindly ask you to place a new order and send an email to our customer service: contact@one-planet-shop.com
Please check your spam or junk folders. If you still can't find the email, please contact us at contact@one-planet-shop.com.
PAYMENTS
- Is my payment secure?
- What payment methods are available?
- Encountering issues with payment for your order?
When you make a purchase online using your credit card, all your information is entered on a secure SSL web page. Your information is then encrypted by SSL and sent directly to our payment service provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers at any point. Payments are processed through Shopify Payments and Paypal.
We accept all major credit cards, payments via Paypal, and Apple Pay. However, we do not accept checks, money orders, or bank transfers.
Please send us an email at contact@one-planet-shop.com, and we will work together to find a solution.
RETURNS
Please refer to the website's Return Policy. For any additional inquiries, contact us through our support: contact@one-planet-shop.com
You can submit a refund request through our support: contact@one-planet-shop.com
All return fees and other charges are the responsibility of the customer.
DELIVERY
- How long will it take for my order to be delivered?
- Where do the One Planet products come from?
- What should I do if my package is damaged, lost, or the products arrived in poor condition?
The delivery times are 2 to 4 working days for standard delivery option.
Although all our products are designed in France and our company is French-based in Bordeaux, there is currently no greener alternative than manufacturing in Asia, like 99% of the objects we use daily. The choice of materials for the products sold on One Planet meets the highest available quality to ensure an optimal user experience.
If you encounter any issue with your delivery, please contact our Customer Service via email and provide photos if necessary.
SUBSCRIPTION
- What products are covered by the subscription?
- I want to subscribe and get automatic deliveries, how can I do it?
- I want to cancel my subscription, how can I do it?
Only toothbrushes are included in the subscription.
If you order other products, you will receive them with your first order and only toothbrushes for subsequent deliveries.
To enjoy the automatic delivery service, simply visit the NANO toothbrush product page and select the "Subscribe and Save" option.
If you wish to stop using the automatic delivery service, you can access your customer portal (from the first email sent during your subscription) or contact our Customer Service. You can unsubscribe at any time and with no additional charges.
