Shipping Policy

At Oneight, we aim to deliver your orders promptly and reliably. This Shipping Policy explains how we handle shipping, including costs, timeframes, and other related details. Please read this policy so you know what to expect when you order from us.

Shipping Rates & Free Shipping

• Free Shipping (Domestic Spain): We offer free standard shipping on all orders over €50 within Spain. If your order’s subtotal is more than €50 (after any discounts, before shipping fees), standard shipping will be automatically free at checkout.

• Standard Shipping (Domestic Orders under €50): For orders under €50 shipping within Spain, a standard shipping fee will apply. Our standard shipping fee is a flat rate of €4.99 for most orders. This flat rate covers packaging and delivery via our standard service. The exact shipping charge will be shown during checkout before you finalize payment.

• Shipping to Other Regions: Currently, our primary shipping area is Spain (Peninsula and Balearic Islands). If you are in the Canary Islands, Ceuta, or Melilla, please note that shipping might incur additional costs or customs handling; please contact us before ordering to confirm shipping availability and cost. As of now, we do not offer international shipping outside of Spain through our online store. We hope to expand in the future, but any orders with delivery addresses outside Spain may be subject to cancellation and refund unless otherwise arranged.

• Promotional Shipping: Occasionally, we may run promotions (for example, free shipping on all orders for a period, or reduced shipping fees). Such offers will be clearly advertised and automatically applied if applicable. Promotional shipping offers may be subject to terms (like minimum order values or specific product categories).

Order Processing Time

• Processing Time: Orders are typically processed within 1-2 business days (Monday through Friday, excluding holidays) after you place your order and payment is confirmed. Processing includes verifying your order details, preparing the items, and packing for shipment. We strive to dispatch orders as quickly as possible; in many cases, orders placed early in the day are shipped out the same day or the next business day.

• Order Confirmation: After placing an order, you will receive an order confirmation email. Once your order is shipped, you will receive another email with shipping confirmation and tracking information.

• Delays: If we anticipate any delay in processing your order (for example, an item unexpectedly out of stock or a high volume of orders during a sale), we will contact you via email to inform you of the delay. You will have the option to wait or adjust your order if necessary. Please also note that during peak periods (such as holiday seasons), processing might take slightly longer than usual, but we will do our best to maintain the 1-2 day window.

Delivery Timeframes

• Domestic (Spain) Delivery Times: Once shipped, standard shipping typically delivers within 2 to 5 business days to most addresses in mainland Spain. Deliveries to the Balearic Islands usually arrive within 3 to 7 business days. If we ship to the Canary Islands, Ceuta, or Melilla (on special arrangement), delivery can take longer (e.g., 7-10 days) due to distance and possible customs clearance. Please note these timeframes are estimates.

• Carriers: We use reputable courier and postal services to deliver orders. Our shipping partners include companies such as Correos, SEUR, MRW, DHL, or UPS, among others, depending on the destination and service selected. We will choose the optimal carrier to ensure your package arrives safely and promptly. All our shipping methods are trackable.

• Tracking: Every order will have a tracking number once shipped. You will receive the tracking code and a link (or instructions on how to track) in your shipping confirmation email. You can use this to monitor the delivery status of your package on the carrier’s website. If you have any trouble with tracking or need assistance, feel free to contact us.

• Signature Requirements: Most shipments do not require a signature on delivery and may be left in a safe place at your address if you are not home. However, high-value orders might require a signature for security. The carrier will usually make at least two delivery attempts or provide a pickup option if no one is available to receive the package.

• Weekends and Holidays: Carriers generally do not deliver on weekends or public holidays. So, if your order is dispatched on a Friday, the earliest delivery would likely be Monday (if within a 1-day zone) or a few days after. Also note that courier services may have reduced operations during holiday periods. We will take public holidays into account when providing estimated delivery dates at checkout.

Shipping Restrictions and Notes

• Delivery Address: Please provide a complete and accurate shipping address. Include any relevant details such as building numbers, floor/apartment, or business name if delivering to a workplace. We are not responsible for delays or lost packages due to incomplete or incorrect addresses. If you realize a mistake in your address after ordering, contact us immediately to attempt a correction before the order ships.

• P.O. Boxes: Our carriers typically require a physical address for delivery. We do not ship to P.O. Box addresses or APO/FPO addresses at this time, as our couriers may not serve those.

• Multiple Packages: If you ordered multiple items, we generally ship them together. However, if an item is on backorder or shipping from a different warehouse, we might send your order in separate packages. If we do so, you will get separate tracking numbers and we will inform you which items are in each shipment. You will not be charged extra shipping for split shipments.

• Weather and Unforeseen Delays: While we expect carriers to deliver within the stated timeframes, occasionally there are delays due to weather conditions, transportation strikes, or other unforeseen events. These are out of our control. We appreciate your patience if such delays occur. We will work with the carrier to get updates and keep you informed if we become aware of a widespread delay affecting your order.

Order Tracking and Delivery Issues

• Once your order is shipped, use the provided tracking to see the status. If the tracking shows “delivered” but you have not received the package:

  • Check if the package was left with a receptionist or neighbor (sometimes carriers leave packages in a secure location or with someone else if you are absent).

  • Look for a notice of attempted delivery – the courier may have left instructions for pickup or rescheduled delivery.

  • If you still cannot locate the package, contact us and we will assist by contacting the carrier to investigate.

• Lost or Stolen Packages: We are not liable for packages after they are confirmed delivered by the carrier. However, we understand it’s frustrating if a package goes missing. Please reach out to us; we will try to help resolve the issue, which may include filing a claim with the carrier. In certain cases, at our discretion, we might offer a replacement or store credit as a gesture of goodwill, especially for first-time incidents.

• Damaged in Transit: If your order arrives and the package or items are damaged, please take photos of the damage and contact us immediately (within 48 hours of delivery). We will arrange for a return or replacement of the damaged items as appropriate, at no cost to you. We may ask you to return the damaged product or provide further information for our claim with the shipping company.

International Shipping

• As mentioned, we currently ship exclusively within Spain (with limited exceptions possibly to Spanish territories). We are working on expanding our shipping reach to other countries in the future. If you are outside Spain and interested in our products, please contact us at support@oneight.com – we might be able to arrange a special order or let you know when international shipping becomes available.

• For any cross-border shipments (when we enable them), customers will be responsible for any import duties, taxes, or brokerage fees that may apply upon import. These are not included in our prices or shipping fees. We would advise international customers about such costs in advance.

Customer Support

If you have any questions about shipping, or if you need help with an order that is in transit, please contact our customer support team. We are here to help ensure your Oneight products reach you smoothly:

• Email: info@oneight.com

• Business Hours: Monday to Friday, 9:00 – 18:00 (CET) for customer service inquiries.

We will respond as quickly as possible to address your concerns.

Thank you for shopping with Oneight! We appreciate your trust in our products and hope you enjoy your matcha, coffee, and more. Our policies are designed to ensure clarity and fairness for our customers; if anything is unclear, do not hesitate to reach out for clarification.

Last updated: April 2025