Due to the summer holidays, it may take longer than usual to receive a response from our customer service team. Thank you for your understanding




When can I expect my order?

Your order will be shipped with UPS within 24 hours from your order was placed.

Delivery time should then be within 2-5 working days after your order is dispatched from our warehouse, depending on your location.

How is my package delivered?

Your order will be delivered by UPS directly to your specified location or delivered to a UPS access point. You'll receive a tracking number via email to monitor the progress of your delivery.

 I have not received an order confirmation, what do I do? 

After placing your order, you should receive a confirmation email in just a few minutes. However, please be aware that sometimes this email might get filtered into your spam or trash folder. Please check these folders if you don't see the confirmation in your inbox.

If you haven't received the confirmation email within a reasonable timeframe or cannot locate it in your spam or trash folder, please don't hesitate to contact us at hello@onceuntold.com for further assistance.  

Can I cancel my order?

If you wish to cancel your order, please email us at hello@onceuntold.com as soon as you can. If your order is already processed at the warehouse, we can't cancel your order. 


 Exchange, Return & Shipping 

 How to I return my shipment?  

Return your order with UPS, using the prepaid return label included in your order. We charge a return fee that will be deducted from your refund.

 Remember to ask for a receipt when returning a package, so we easily can track the return in case of delays or if the package goes missing.

You choose how you give notification, but we recommend doing so in writing for documentation purposes.

When will I receive my refund?  

We will refund your money as soon as we have received your return. This can take up to 14 working days after we have received your return.

When we have processed your return, it takes up to 1-5 working days for the money to appear in your bank account.

If you have not received your refund after 14 working days, please contact us at hello@onceuntold.com.  

How do I change size?

As of today, please place a new order through our website. If you need to change the size, kindly send us an email, and we will ensure that you will not pay for the return shipping rate.

I did not get a return label , what do I do? 

Send an email to hello@onceuntold.com, and we will create a new return label for you.

Do you have free return?

We do not offer free return and we apply a return fee, that will be deducted from the refunded amount. Once your return is processed, you will receive a refund through the original payment method used for your order. 

 The cost per return request is 89 NOK.    



I've received a faulty item. What do I do?

If a product you ordered is damaged upon arrival, we need you to contact us at hello@onceuntold.com, as soon as possible.

Kindly attach photos of the damaged item along with its product tag clearly visible and intact.

Additionally, provide as much detail as possible to help us understand the problem.   


 I have signed up for your newsletters but don't receive any.

Please contact hello@onceuntold.com so we can resolve this issue.

 Why isn't my discount code working? 

Please enter the code exactly as you received it.

Some discount codes often come with specific rules, such as being applicable only to full-priced items. 

Please contact hello@onceuntold.com so we can resolve this issue.