FAQs

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Orders & delivery

How long will it be until I receive my delivery?

Unless otherwise specified on the product page, all items will normally ship via Australia Post within 1-2 business days of receipt of your order.

You can expect your order to arrive within 1-5 days from the date of dispatch, sometimes sooner. For Express Post packages please check the Express Post network to confirm delivery of your parcel.

https://auspost.com.au/sending/send-within-australia/express-post-parcels

If the item is on back order, hand-made to order or being dispatched directly from our supplier, you can expect a longer delivery time of up to 4 weeks (please check the notes on the product page for details).

If you have any questions about your order you can contact us at oneand2@oneand2.com.au

Where's my order?

As your order is dispatched, you will receive an e-mail with your tracking number. You can use the tracking number on Australia Post’s website to see the status of your shipment.

If you can’t find your dispatch email, please check your junk email folder and look for an email from oneand2@oneand2.com.au. The subject will say “Your Oneand2 order from [x date] is complete”. The email will contain both details of your order and your tracking number with Australia Post.

Still can’t find an email? Contact us at oneand2@oneand2.com.au and we will let you know what is happening.

What does it mean if my product is on backorder?

If you have a product on backorder it means we currently don’t have it in stock but expect it to arrive within the next 3-4 weeks. Depending on your order and how soon we expect your backorder to arrive, we will either ship the rest of your items and send the backordered item later or we will hold your order until the backordered item has arrived.

If we are holding your order we will either email or send you an SMS advising you of expected delivery time.

Help! I've entered the wrong delivery address

Not to worry. Simply email us at oneand2@oneand2.com.au and we will change it to the correct address.

Can I order over the phone?

Unfortunately we are only able to accept orders online. If you are having difficulty placing an order please contact us at oneand2@oneand2.com.au or call us on 0412 591 058

Do you ship Internationally?

At this stage, we only ship to Australia. If there is a particular product you are interested in, drop us a note at oneand2@oneand2.com.au and we can hopefully point you in the direction of where to find it.

I have only received one part of my order, where is the rest?

If you have only received part of your order it may be because some items are on backorder or in the case of Radrr products ship directly from our supplier in Finland.

If you have a product on backorder it means we currently don’t have it in stock but expect it to arrive within the next 3-4 weeks. Depending on your order and how soon we expect your backorder to arrive, we will either ship the rest of your items and send the backordered item later or we will hold your order until the backordered item has arrived.

If we are holding your order we will either email or send you an SMS advising you of expected delivery time.

Radrr products ship directly to you from Finland. Please allow an extra 2 weeks for delivery.

I paid using Afterpay, how do I check my instalments?

To check the status of your Afterpay instalments you will need to log in to your Afterpay account at afterpay.com

Returns

How do I return an item?

You can return or exchange any item, for any reason, within 30 days of receipt. Simply contact us at oneand2@oneand2.com.au to advise that you wish to return an item and the reason why.

Please note that all items being returned must be in original condition and packaging and not be affected by being used in an abnormal way, or reduced in value by delay on your part.

What do I do if the item I receive is faulty?

If the item you wish to return is faulty, please send us an email at oneand2@oneand2.com.au along with photo proof of the faulty item.  We will either replace the item or offer you a full refund dependant on what you would prefer to do.  Any refunds will be made to the payment method that you selected when you ordered your products.

What happens if I change my mind?

If you change your mind on a purchased item, you will be given a store credit to the same value or a refund once the item has been returned, and any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received. Contact us at oneand2@oneand2.com.au to discuss returning your item.

My item arrived damaged - what do I do?

Please send us an email at oneand2@oneand2.com.au along with a couple of photos.  We will either replace the item or offer you a full refund dependant on what you would prefer to do.  Any refunds will be made to the payment method that you selected when you ordered your products.

How much time do I have to return an order?

You can return or exchange any item, for any reason, within 30 days of receipt. Simply contact us at oneand2@oneand2.com.au to advise that you wish to return an item and the reason why.

Please note that all items being returned must be in original condition and packaging and not be affected by being used in an abnormal way, or reduced in value by delay on your part.

How long will it take to receive a refund?

We’ll process your refund as soon as any items have been returned. It will then take 2-3 days to process dependant on your payment method.

What is your returns policy?

You can return or exchange any item, for any reason, within 30 days of receipt. Simply contact us at oneand2@oneand2.com.au to advise that you wish to return an item and the reason why.

 

Please note that all items being returned must be in original condition and packaging and not be affected by being used in an abnormal way, or reduced in value by delay on your part.

 

If the item you wish to return is faulty, please send us an email at oneand2@oneand2.com.au along with a couple of photos of the faulty item.  We will either replace the item or offer you a full refund dependant on what you would prefer to do.  Any refunds will be made to the payment method that you selected when you ordered your products.

 

If you change your mind on a purchased item, you will be given a store credit or a refund to the same value once the item has been returned, and any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received.

 

If for any reason a product you have ordered is not available we will also refund you or offer you a store credit to the same value, and in this case any shipping costs will be refunded.

General

Are you based in Australia?

Yes, we are an Australian, family run business. Our eldest son Hamish has had Type 1 Diabetes since the age of 4 years old.

It was Hamish who got us thinking that anything to do with living with Diabetes – those ‘accessories’ we all need to function each day – are boring, ugly, impractical and generally not very pleasant to have around.

So we set about finding the most stylish, fun and useful products from around the world so that we could bring them to the millions of Diabetics living in Australia.

 

We hope you like what we find!

How can I contact you?

Have a question or suggestion? Feel free to contact us through email or phone

Phone:
0412 591 058
Mail:
PO Box 255, Helensburgh NSW 2508
Email:
oneand2@oneand2.com.au

Can I speak to someone?

Yes you can! You can call us on 0412 591 058. If we don’t answer, leave a message and we will call you back.

I have a question about a product

If you have any questions about a product, please contact us at oneand2@oneand2.com.au and we will do our best to answer.

Where can I get a tax invoice?

Once you place an order, a tax invoice will be mailed to you. If you don’t receive it, check your junk email folder and look for an email from oneand2@oneand2.com.au

A copy of your tax invoice will also be included with your order when it is shipped.

The items I have purchased are a gift, do you include a tax invoice?

Yes we do include a tax invoice with all orders however if the item is a gift, just leave us a note in the ‘customer notes’ section when you place an order telling us you don’t want the invoice included and we will make sure to keep it out.

Do you have a physical store?

We are an online only business so therefore don’t have a physical store you can visit.