Frequently Asked Questions


1. When will my order ship and how will it arrive?

We want you to get your ONCE order as quickly as possible; however, since we are a marketplace of various vendors, we do not have one standard shipping system. Rather, we work through our brand partners based on individual agreements to ship your item(s) to you. Therefore, products will offer different delivery options based on the company providing it.

Once your package is shipped, we will email you your tracking number. This process could take up to 24 hours, so please check back one business day after you have placed your order.

2. Can I change my order once it has been submitted?

We move pretty quickly once you hit the “submit” button. However, if we haven’t shipped your order yet, contact our ONCE customer service team at and they may be able to help catch it before it goes out. Our normal business hours are Monday-Friday, 9am to 5pm (EST).

3. Does ONCE ship internationally?

ONCE does offer products based in other countries and therefore has the option to ship internationally. However, since our aim is to decrease carbon footprints, we would encourage you to consider alternatives that are local to your community.

For help sourcing products near you, please contact our customer service team at and we would be happy to assist you in finding a sustainable alternative in your state or region.

4. How can I track my package?

Once your package is shipped, you will be emailed a confirmation with a tracking number for your order. Tracking numbers may take up to 24 hours to appear while the package is delivered to the shipping facility. Please be patient and check back roughly one business day after you have placed your order.

Returns and Exchanges

1. Where do I return my items?

Since we are a marketplace with many different vendors, your return address will be unique to the company that produced the product that you purchased. Therefore, for the best assistance, please contact our customer service team at

2. How do I exchange an item(s)?

To make an exchange, please follow the above return instructions.

3. How do I return a gift?

If you would like to return a gift that was originally purchased on, please contact customer service at for instructions on how to make an exchange or receive a gift card credit. To speed up the process, please have the order number or name of the original purchaser on hand.

4. Have you received my return?

Once we receive your return, you should receive confirmation. Please allow a day or so after the package arrival date for an email acknowledgement. If you haven’t heard from us in that window, please contact for further assistance or check with your chosen carrier for tracking information.

5. What if my item is defective?

We stand behind all of our products. Please submit a return request via, and we will happily take care of you. We will credit your original form of payment if the purchase was made in the last 30 days or a gift card will be issued via email when your warranty claim is approved. If you have the item information and order number on hand, then this will greatly speed up the process.

6. Can I return something I’ve worn or removed the tags from?

Absolutely. Our mission at ONCE is to decrease over-consumerism and waste by creating a platform in which consumers can buy once by buying well. However, not every purchase is going to be perfect; therefore, we will happily take that item back, so that we can find it a new home or purpose.

7. What should I do with my ONCE product when I am done enjoying it?

It is our mission at ONCE to decrease clothing waste and pollution; therefore, we are committed to taking back your pre-loved items. Please ship those items to the address below and we will seek out a new home or purpose for them:

691 John Wesley Dobbs Ave NE

Unit H

Attn: ONCE Pre-Loved

Atlanta, GA 30312

8. Does ONCE have a catalog?

No, but we do have a blog that calls out our latest and greatest styles, offers travel tips, recipes for healthy living and has lots of great information on how to live sustainably.