Shipping policy
This Shipping Policy explains how ONEBUY S.R.L. handles order preparation, dispatch, delivery, shipping costs, tracking and Local Pickup for purchases made through ONEBUY.eu.
1. Shipping Origin
Orders are prepared and shipped from our operational warehouse in Italy:
ONEBUY S.R.L.
Via Bonifica del Tronto 1
64010 Ancarano (TE) – Italy
2. Delivery Areas
ONEBUY ships to Italy and to the European countries currently enabled in the checkout.
In Italy, we serve the entire national territory, including Sicily, Sardinia and minor islands.
In Spain, delivery is available to the destinations enabled in our checkout, including mainland Spain and islands.
Availability of delivery services may vary depending on the destination, shipment characteristics and carrier coverage.
3. Order Processing and Dispatch
Orders placed by 2:00 PM on business days are normally prepared for same-day dispatch when the ordered products are in stock and no additional verification is required.
Orders placed after the cut-off time, during weekends, public holidays or non-business days are normally processed on the next available business day.
Same-day dispatch refers to the handover or preparation of the shipment and does not mean same-day delivery.
4. Estimated Delivery Times
Estimated delivery times after dispatch are generally:
- Italy: approximately 1–2 business days.
- France: approximately 4 business days.
- Germany: approximately 4 business days.
- Spain: approximately 4 business days.
- Other enabled European destinations: delivery times vary according to destination and carrier service.
These delivery times are indicative and are not guaranteed unless expressly stated otherwise.
Delivery may take longer for islands, remote areas, difficult-to-reach destinations, peak periods, carrier disruptions, public holidays or other circumstances outside ONEBUY's reasonable control.
5. Shipping Costs
Shipping is generally charged separately and is calculated according to the destination, order weight and available shipping service.
Where available, the applicable shipping cost is shown during checkout before the order is completed.
Shipping rates may vary between countries and destinations.
6. Remote Areas and Exceptional Shipping Costs
Some destinations, including remote areas, islands or difficult-to-reach locations, may be subject to exceptionally high carrier surcharges.
If the actual additional shipping cost is significantly higher than the standard amount calculated or displayed during checkout, ONEBUY may contact the customer after the order has been placed to request an additional shipping supplement.
The customer will be informed of the additional amount before shipment.
If the customer does not accept the additional shipping cost, ONEBUY may cancel the affected order and refund the amount already paid.
7. Weight and Shipment Limits
Shipping limits may vary depending on the destination and carrier.
- Italy: orders may be accepted up to a maximum total order weight of 70 kg.
- European shipments: individual parcels are generally limited to a maximum of 30 kg.
Larger orders may be divided into multiple parcels where operationally possible.
Additional shipping charges may apply where an order requires multiple parcels or special handling.
8. Multiple Parcels
Orders containing multiple products may occasionally be shipped in more than one parcel.
Parcels belonging to the same order may be delivered separately or on different days depending on carrier operations.
Where available, separate tracking information may be provided for each parcel.
9. Shipment Tracking
When tracking is available for the selected shipping service, tracking information is provided after dispatch.
Tracking updates are supplied by the carrier and may not appear immediately after the shipment has been created.
Once the parcel has been handed over to the carrier, delivery progress can normally be monitored using the tracking information provided.
10. Delivery Address
Customers are responsible for providing a complete and accurate delivery address during checkout.
Please verify the recipient name, street address, postal code, city, province or region, country and any other information required for successful delivery before confirming the order.
If incorrect or incomplete information causes a failed delivery, return to sender, address correction or additional carrier charge, further costs may be charged where permitted by law.
11. Failed Delivery and Uncollected Parcels
If delivery cannot be completed, the carrier may make another delivery attempt, leave instructions, redirect the parcel to a pickup point or return it to the sender, depending on the carrier and destination.
Customers are responsible for following any instructions provided by the carrier and collecting the parcel within the applicable time limits.
If an order is returned to ONEBUY because it was not collected, delivery was repeatedly unsuccessful or the address supplied was incorrect, any further shipping arrangements may be subject to additional costs where permitted by law.
12. Damaged Parcels
If a parcel arrives visibly damaged, please inspect it carefully and, where possible, document the condition of the packaging before opening it.
If the product itself is damaged, defective or incorrect, contact ONEBUY as soon as possible and provide:
- Your order number.
- A description of the issue.
- Photos of the parcel and packaging.
- Photos of the product and any visible damage.
For further information, please refer to our Return and Refund Policy.
13. Delivery Delays
Delivery dates and transit times are estimates unless expressly stated otherwise.
Delays may occur due to circumstances including carrier congestion, adverse weather, strikes, transport disruptions, public holidays, peak shopping periods, local restrictions or other events outside ONEBUY's reasonable control.
If your shipment appears to be significantly delayed, please contact our customer service team so that we can review the available tracking information.
14. Lost Shipments
If tracking indicates an unusual delay or a parcel may have been lost, please contact ONEBUY.
We may need to open an investigation with the carrier before confirming the appropriate solution.
Any replacement, refund or other remedy will be handled in accordance with applicable law and the circumstances of the shipment.
15. Local Pickup
Local Pickup is available only where the option is offered during checkout.
Orders must be placed and paid online before collection. ONEBUY does not make direct retail sales to the public at the warehouse.
Customers must wait until the order has been confirmed as ready for collection before visiting the warehouse.
Local Pickup is available at:
ONEBUY S.R.L.
Via Bonifica del Tronto 1
64010 Ancarano (TE) – Italy
Pickup hours:
Monday–Friday, business days
3:30 PM–6:00 PM
For full details, please see our Operational Headquarters & Local Pickup page.
16. B2B Shipments
B2B purchases in Italy may be subject to separate shipping conditions, costs, quantities, delivery methods or commercial agreements depending on the specific order.
Where separate B2B conditions have been agreed, those conditions take precedence for the relevant commercial transaction.
17. Order Cancellation Due to Shipping Restrictions
ONEBUY may cancel an order before shipment where delivery is not reasonably possible, a destination is not supported by the available carrier, an exceptional shipping surcharge is not accepted, or another material shipping restriction prevents fulfilment.
If ONEBUY cancels an order for these reasons after payment has been received, the amount paid for the cancelled order will be refunded.
18. Risk and Delivery
For consumer purchases, responsibility for the goods is transferred in accordance with applicable consumer law.
Nothing in this Shipping Policy limits any mandatory consumer rights relating to delivery, loss or damage.
19. Shipping Information Page
For a simplified overview of delivery times, shipping limits, coverage and Local Pickup, please visit our Shipping Information page.
20. Contact Us
If you have questions about shipping, delivery or an existing shipment, please contact:
ONEBUY S.R.L.
Via Bonifica del Tronto 1
64010 Ancarano (TE) – Italy
Email: support@onebuy.eu
Phone: +39 375 674 7860