Shipping policy
GENERAL TERMS AND CONDITIONS OF SALE, SHIPPING, RETURNS AND REFUNDS – THEONE
Last updated: August 2026
These General Terms and Conditions govern purchases made
through the website www.theone.moda.
Seller: Pingtougeferrara S.r.l. Via Diamantina 32 44123 Ferrara (FE)
– Italy VAT No. / Fiscal Code: 02116900388
Tel.: 0532 684041
Email: info@theone.moda
For the purposes of these terms and conditions, the person making a purchase
on the website is referred to as the "Customer" and, where applicable, as
the "Consumer." Pingtougeferrara S.r.l. is referred to as the "Seller" or
"TheOne".
For anything not expressly provided for in these terms and conditions,
Legislative Decree 206/2005 (Consumer Code) and other applicable
mandatory Italian and European provisions apply.
ART. 1 – ORDERS
1.1 – Purchase Methods
The Customer can place orders on the website www.theone.moda 24 hours a day,
7 days a week.
To make a purchase, the Customer must: - select the product; -
choose, where available, size, color, and quantity; - add the
product to the cart; - enter the required shipping information; -
select the payment method; - carefully review the
order summary; - definitively confirm the purchase.
After completing the order, TheOne sends a confirmation to the
email address provided by the Customer.
The Customer is responsible for the accuracy of the information provided, including
name, address, house number, postal code, city, province, country, email, and
telephone number.
1.2 – Product Availability
All orders are subject to actual product availability.
In the event of total or partial unavailability of one or more items
ordered, TheOne will inform the Customer as soon as possible.
Depending on the case, the Customer may: - choose an alternative
product; - choose an alternative color or size; - wait
for restocking, if available; - receive a refund for the unavailable
product; - request cancellation of the entire order when
permitted by applicable law.
Unless otherwise agreed by law, the refund will be
made using the same payment method used for the
purchase.
1.3 – Manifest Errors
TheOne reserves the right to cancel an order in the event of obvious technical or material errors, such as: - clearly incorrect price; - product published in error; - quantity not actually available; - duplicate order due to technical problems; - obvious error in the product description.
If payment has already been received, the amount due will be
refunded.
1.4 – Order Cancellation by the Customer
The Customer may request cancellation of the order until it has
entered the preparation or shipping phase.
Once the package has been handed over to the courier, the order can no longer be
cancelled as an unshipped order.
This does not affect, where applicable, the subsequent right of
withdrawal provided by law and these terms and conditions.
ART. 2 – PRICES, PROMOTIONS AND PAYMENTS
2.1 – Prices
The applicable prices are those displayed on the website at the time of
order confirmation.
Unless otherwise indicated, consumer prices include
applicable taxes.
Any shipping costs are indicated before final confirmation of the
purchase.
2.2 – Payment Methods
Depending on the country and time of purchase, the following may be
available on the site: - Visa; - Mastercard; - PayPal; - Klarna; - Satispay; -
PostePay; - other payment systems displayed at checkout.
The availability of individual payment methods may vary.
2.3 – Payment Authorization
The order is processed after successful payment or authorization.
The processing times for processing, reversals, or refunds may
depend on the banking system or payment service provider and are not directly under TheOne's control.
2.4 – Promotions and Partial Returns
When a discount, promotion, promotional code, or offer is
subject to the purchase of a minimum number of items, the achievement of a certain minimum spend, or other conditions,
in the event of a partial return of the order, the promotional benefit
may be recalculated based on the products actually
retained by the Customer.
If, following the return, the original conditions
of the promotion are no longer met, the refund amount will be
recalculated accordingly.
2.5 – Invoice
To request an invoice, the Customer must provide, within the deadlines
established by tax regulations, all necessary information, including, where
applicable: - company name; - address; - VAT number; - tax code; - recipient code; - certified email (PEC); - email; - telephone number.
The electronic invoice will be issued in accordance with current Italian
tax regulations.
ART. 3 – SHIPPING AND DELIVERY
3.1 – Couriers
TheOne normally uses BRT, DHL, or other designated carriers.
The choice of courier may depend on the destination, service availability, package size, and logistical requirements.
3.2 – Approximate Preparation and Delivery Times
The usual approximate preparation and delivery times are shown on the
website and/or during checkout.
In the absence of special circumstances, domestic orders are
normally processed within a few business days.
Delivery times may be longer for: - islands; - remote
or inconvenient locations; - holidays; - high order volumes; - exceptional or unforeseeable
events; - international shipments.
The times indicated by the courier are estimates and are subject to
variation.
Unless a different delivery time has been agreed upon,
the maximum time limit established by applicable law shall apply.
3.3 – Shipping costs in Italy
Unless otherwise specified at checkout for promotions or conditions:
Mainland Italy: - free shipping for orders over
€49.90; - for orders under €4.90.
Different rates may apply for islands and certain locations, which are indicated before completing the order.
3.4 – International Shipping
For shipments within the European Union and to non-EU countries, the
rates displayed at checkout apply.
For destinations outside the EU, including Switzerland,
customs duties, import VAT, or other charges imposed by the
destination country may apply, unless such costs are expressly
included in the price paid to TheOne.
3.5 – Incorrect or Incomplete Address
The Customer must provide a complete and correct address.
Any additional costs resulting from: - incorrect address; - incorrect postal code
; - non-existent recipient; - incomplete information; -
redelivery requests; - Return to sender for reasons
attributable to the recipient; these costs may be charged to the Customer,
to the extent permitted by law.
3.6 – Risk during Transport
When the carrier is appointed by TheOne, the risk of loss or
damage to the product remains with the Seller until
the Customer, or a third party designated by the Customer other than the
carrier, acquires physical possession of the goods.
The Customer is encouraged to promptly check the external condition of the
package and report any obvious anomalies.
3.7 – Package Delivered but Not Received
If the tracking indicates that the package has been delivered but the
Customer claims not to have received it, TheOne may initiate a
case with the carrier.
The Customer must cooperate by providing, where necessary, the
requested information.
The outcome will be assessed based on the available documentation, the
carrier's information, and applicable legislation.
ART. 4 – RIGHT OF WITHDRAWAL AND RETURNS
4.1 – Deadline for Notifying a Withdrawal
For online purchases to which the right of withdrawal applies,
TheOne grants the Customer 15 days from the date of receipt of the product
to communicate their decision to withdraw.
The deadline begins on the day the Customer, or a third party designated by the Customer
other than the carrier, acquires physical possession of the
product.
For orders containing multiple products delivered separately, the
rules established by current legislation apply.
4.2 – How to Request a Return
The Customer may exercise the right of withdrawal through the
return/withdrawal function available on the website or through other tools made
available by TheOne.
When available in the customer account: 1. log in to your account;
2. open the orders section; 3. select the order and the
product concerned; 4. select the return/withdrawal function; 5.
confirm the request.
Submitting a return request does not constitute final approval of the refund.
The refund amount is determined after receipt and inspection of the returned product.
4.3 – Deadline for physically returning the product
After notifying the withdrawal, the Customer must return the product
without undue delay and in any case within the deadline established by the applicable
legislation, unless otherwise expressly indicated by TheOne.
Simply opening a return request does not entitle the Customer to
retain the product indefinitely.
ART. 5 – RETURNED PRODUCT CONDITIONS
5.1 – Normal Product Testing
The Customer may inspect and try on the product exclusively to the extent
necessary to verify its nature, characteristics, size,
fit, and appearance.
The testing must be substantially equivalent to that normally
allowed in a physical store.
The right of withdrawal does not constitute the right to use
the product free of charge and return it later.
5.2 – Tags, Labels, Packaging, and Accessories
The Customer is requested to return the product complete with: - original tag
; - labels; - accessories; - belts; - decorations; - removable
parts; - cases; - original packaging, if present.
The removal, loss, or damage of tags, labels,
accessories, or packaging may be taken into account when
assessing the diminished value of the product.
If such circumstances render the product no longer resalable as
new, TheOne may apply a reduction in the refund proportionate to
the actual loss in value.
5.3 – Used Products
The product must not be used beyond what is necessary for a
normal try-on.
The following will be subject to special inspection: - obvious signs of use; -
deformations due to use; - wear; - creases or alterations
incompatible with a simple try-on; - washing; - ironing; -
laundry treatment; - repairs; - alterations; - altered
stitching; - tears; - abrasions; - Pulled threads; - Damage caused after
delivery.
5.4 – Perfume, sweat, smoke, and other odors
The returned product must be free of odors incompatible with a
normal try-on.
The following will be specifically inspected: - perfume odor; - sweat odor; - body odor; - smoke or cigarette odor; - cigar odor; - cooking odor; - deodorants; - air fresheners; - detergents; -
other persistent odors.
When these conditions require professional treatment,
reduce the value of the product, or prevent it from being resold as new,
TheOne may apply a reduction in the refund proportionate
to the actual loss in value.
If the product has completely lost its
market value, the decrease in value may, within the limits
permitted by law, reach the full value of the product.
5.5 – Stains and Contamination
We will also check for any of the following: - foundation stains; -
lipstick; - makeup; - mascara; - creams; - self-tanner; -
deodorant; - food; - beverages; - dirt; - streaks; - blood; - animal hair; - hair or other residues incompatible with a normal fitting.
The presence of such items may result in a reduction in the
refund proportionate to the loss in value of the product.
5.6 – Inspection of Returned Products
All returns are inspected upon arrival at TheOne.
TheOne may document the condition of the product through photographs,
videos, inspection of accessories, tags, packaging, and
other useful evidence.
Receipt of the package by BRT, DHL, or another carrier does not
constitute acceptance of the product's condition and does not automatically guarantee
a full refund.
ART. 6 – DECREASE IN VALUE AND REDUCTION OF REFUND
The Customer is responsible for any decrease in value of the product
resulting from handling other than that necessary to
establish its nature, characteristics, and functioning.
In the event of a decrease in value, TheOne may reduce the
refunded amount proportionately.
For example, the following may affect the refund: - removed or missing tags; - missing accessories; - significantly damaged packaging, if this affects the value of the product; -
Used product; - Washed product; - Altered product; -
Stains; - Odors; - Damage; - Modifications; - Obvious wear; - Conditions
that prevent resale as new.
In the most serious cases, when the Customer's conduct has resulted in the
total loss of the product's commercial value, the decrease in
value may correspond to the full price of the product, within the limits
permitted by applicable law.
Each assessment will be made based on the actual condition
of the product and not automatically.
ART. 7 – LATE RETURNS AND FAILURE TO COOPERATE WITH THE COURIER
7.1 – Late Requests
Requests for withdrawal submitted after the 15-day deadline
provided for in Art. 4.1 will not be accepted as normal requests for
returns/withdrawals, except where otherwise provided by law.
This does not limit any rights under the legal warranty for
products that are actually defective or non-compliant.
7.2 – Collection via BRT
When available, TheOne may offer the Customer a
return service via BRT or another courier.
The Customer must: - correctly prepare the package; - insert the
products declared in the request; - attach the label when
requested; - make the package available; - provide a correct
telephone number; - cooperate with the courier; - respect the
agreed appointments.
7.3 – Failure to collect due to reasons attributable to the Customer
If collection fails due to: - Customer's absence; - Unprepared package; - No response; - Incorrect address; - Refusal to
deliver the package; - Failure to keep the appointment; - Failure to
apply the requested label; - Other lack of cooperation
attributable to the Customer;
A failed attempt does not automatically suspend the
return deadline.
The Customer remains responsible for ensuring that the product is
returned within the applicable deadlines.
If the deadline expires without the product being handed over to the courier or returned for reasons attributable to the Customer, TheOne may
consider the return procedure incomplete, in compliance with the
applicable mandatory regulations.
7.4 – Problems attributable to the courier or TheOne
If the failure to collect the product is solely due to the courier assigned to
the courier or TheOne, the Customer will not suffer any consequences for the delay, provided that
he or she has cooperated properly with the return.
ART. 8 – RETURN COSTS
For returns due to a change of mind, exercise of the right of withdrawal, or
a change in the product, the direct return costs are borne by the
Customer, unless otherwise provided by law.
If the Customer uses the collection service organized by TheOne
via BRT, the following approximate costs apply: - €4.90 –
mainland Italy; - €6.90 – Calabria, Sicily, and Sardinia; - €15.00 –
France, Germany, Spain, and Switzerland.
The above amounts represent the cost of the return and/or collection logistics service
provided by BRT or the relevant carrier. They do not
constitute a return fee or a refund fee
retained by TheOne.
TheOne will arrange the collection to facilitate the return
process for the Customer.
The related shipping costs may be deducted from the final amount
to be refunded, avoiding the Customer having to make a separate payment
for the collection service.
The actual applicable rates are those communicated to the Customer
during the return process.
In the event of a product recognized as defective, incorrect, or non-compliant and
subject to the legal guarantee, the costs necessary to apply the
remedies provided by law shall be borne by the Seller.
ART. 9 – REFUNDS
9.1 – Refund Methods
Unless otherwise agreed by law, refunds are
made using the same payment method used for the order.
9.2 – Inspection Before Refund
The returned product is inspected after its actual arrival
at TheOne.
The collection of the package by BRT, DHL, or another carrier does not constitute
automatic approval of a full refund.
The final refund amount is determined after verifying the
actual condition of the product.
9.3 – Refund Processing Times by TheOne
After the returned product has been received and the
necessary checks have been completed, TheOne typically processes the
refund within 10 business days, in compliance with the mandatory
terms established by applicable law.
In cases permitted by law, TheOne may suspend the refund until
the product is received or until the Customer has
provided proof of shipment.
9.4 – Bank or Payment Provider Processing Times
After TheOne has arranged the refund, the time required for
the amount to be reflected in the Customer's account or payment method
depends on the bank, card network, or
payment service provider.
Depending on the service used, including Visa, Mastercard, PayPal,
Klarna, PostePay, or other providers, the refund may take up to approximately 15 additional business days.
This process occurs after TheOne has processed the refund and is
out of TheOne's direct control.
9.5 – Original Delivery Costs
In the event of withdrawal from the entire contract, TheOne will refund the standard delivery costs
originally incurred by the Customer in the cases
provided by law.
Any additional costs resulting from the
voluntary choice of a more expensive delivery method than the
standard delivery proposed will not be refunded.
In the event of a partial return, the original delivery costs are not
necessarily refunded when they would have been due for the
retained items.
ART. 10 – PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in cases expressly excluded
by current legislation.
Specifically, when the legal requirements are met, sealed goods that are not suitable for return for
hygiene or health protection reasons and that have been
opened after delivery are excluded.
This rule may apply, when the
specific conditions are met, to certain underwear items or
other hygienically sensitive products with a protective seal.
The mere commercial classification of a product as "underwear" does not
automatically exclude the right of withdrawal.
Custom-made or clearly personalized goods are also excluded, in the cases provided for by law.
ART. 11 – EXCHANGES
When TheOne offers a commercial size, color, or product exchange service, the related return and reshipping costs
may be charged to the Customer.
Commercial exchanges are separate from the rights deriving from the legal
guarantee of conformity.
In the event of a product being actually defective or non-compliant, the
remedies provided by law shall apply.
ART. 12 – REQUESTS OVER 15 DAYS AND LEGAL GUARANTEE OF CONFORMITY
The standard return/withdrawal period established by TheOne is 15 days
from receipt of the product.
After this period, requests for returns will not be accepted as normal requests for,
example: -
change of mind; - dissatisfaction with the product; - unsuitable size; -
undesirable color; - fit not in accordance with personal
preferences; - product no longer needed; - other personal reasons not attributable to a lack of conformity.
If, after the 15-day period, the Customer declares that the
product is defective or does not conform to the contract, the request
will not be treated as a normal return for a change of mind, but will be
subject to a separate inspection in accordance with the applicable provisions regarding
the legal guarantee of conformity.
TheOne may request the information and documentation
reasonably necessary to verify the problem, including: - order number; - product photographs; - description of the problem; -
photographs of the labels; - other elements reasonably
necessary for the inspection.
TheOne will assess the nature of the problem, the actual condition of the product,
and the relevant circumstances in accordance with applicable law.
Problems resulting from: - normal wear and tear; - improper use; - washing or
maintenance not in accordance with the instructions; - tears, tractions, or
abrasions caused during use; - improper ironing or cleaning; -
modifications or repairs made by the Customer; - accidental damage; -
Other damage occurring after delivery and attributable to use,
storage, or the Customer's behavior.
Exceeding the 15-day deadline does not exclude any
mandatory consumer rights arising from the legal guarantee of
conformity.
The legal guarantee of conformity, however, does not extend the normal
return period for reasons of withdrawal and does not give the Customer the right
to return goods without reason during the warranty period.
ART. 13 – WRONG, DAMAGED, OR DEFECTIVE PRODUCT
If the Customer receives: - an item other than the one ordered; -
a size other than the one ordered; - a color other than the one ordered; - a damaged product; - a product with a possible defect;
he is invited to contact customer service promptly.
To facilitate verification, the following may be requested: - order number; - photographs; - videos; - photograph of the label; -
photograph of the packaging; - description of the problem.
The request for documentation is intended to allow for a rapid
verification and does not limit the mandatory rights recognized to the
consumer.
ART. 14 – ABUSIVE OR FRAUDULENT RETURNS
TheOne reserves the right to conduct in-depth investigations when
objective elements indicating abuse or fraud emerge, such as: -
return of a product other than the one purchased; - fraudulent
replacement of the product; - incomplete return; - missing accessories
; - intentional alteration; - significant use of the
product before return; - statements manifestly incompatible
with the condition of the product; - tampering with labels; - attempts
to obtain duplicate refunds.
In the event of suspected fraud, TheOne may retain the relevant
documentation and defend its rights through the competent authorities.
This provision does not limit the legitimate exercise of the consumer's mandatory
rights.
ART. 15 – DISPUTE RESOLUTION AND ADR
In the event of a problem with an order, the Customer is invited first
to contact TheOne to attempt a direct resolution.
The consumer may also, when the conditions are met,
contact an Alternative Dispute Resolution (ADR) body
competent under Italian and European law.
The previous European ODR (Online Dispute Resolution) platform,
established by Regulation (EU) no. 524/2013, has been discontinued and is no longer
an available channel for submitting new
complaints.
ART. 16 – ONLINE WITHDRAWAL FUNCTION
For distance contracts concluded via an online interface,
when required by applicable law, TheOne provides
the consumer with an electronic function that allows them to communicate
the withdrawal during the relevant period.
The function must identify: - the Customer; - the order or
contract concerned; - the electronic medium to which the
confirmation should be sent.
After sending the declaration via this function, TheOne will send
without undue delay a confirmation on a durable medium containing the
information required by applicable law, including, where
requested, the date and time of the request.
ART. 17 – PERSONAL DATA PROTECTION
The processing of personal data carried out in relation to orders,
shipments, returns, payments, and customer service is carried out
in compliance with Regulation (EU) 2016/679 (GDPR) and applicable
national legislation.
For complete information, please refer to the Privacy Policy published
separately on the website.
Data Controller: Pingtougeferrara S.r.l. Via Diamantina 32
44123 Ferrara (FE) VAT No. 02116900388
ART. 18 – MODIFICATIONS TO THE TERMS
TheOne may periodically update these terms and conditions to
adapt them to: - legislative changes; - service changes; -
couriers used; - payment methods; - operating procedures; -
new website features.
The terms and conditions in force at the time of purchase apply to orders already placed, without prejudice to any mandatory rights arising from
applicable legislation.
ART. 19 – SEVERABILITY CLAUSE
If any provision of these Terms and Conditions is held to be void,
unenforceable, or inconsistent with a mandatory provision applicable to
the consumer, such provision shall be interpreted or disapplied to the
extent necessary, without affecting the validity of the remaining
terms.
No provision of these Terms and Conditions may be
interpreted as limiting or excluding mandatory rights
granted to the consumer by Italian or European Union
law.
