Frequently Asked Questions

How Do I Contact Your Customer Services Team?
We can be contacted by email at (retail) or (trade) or through Live Chat on our website.

What Are Your Opening Hours?
You can place an order on the website 24 hours a day – but our office hours are 9-5 Monday to Friday, which is when we are available on Live Chat. We will reply to all emails within 24 hours (business days).

How do I get more information about a One World product?
Just email us at with which item you are interested in and what additional info you require – and we will get back to you ASAP.

I am interested in ordering a large piece of furniture, how will it be delivered?
All products that are labelled as a “Large Item” will be delivered using our dedicated 2 MAN delivery team. 

Once your order has been placed, our 2 MAN team will then contact you directly (usually within 5-7 working days) to book in your delivery.

Once the delivery has been made please check the item thoroughly before signing for it. Any damage must be noted on the delivery sheet before signing.

Please note the 2 MAN delivery service is for UK Mainland only.

I still haven’t received my order even though I have been notified of its dispatch?
Your dispatch email will include a tracking link which will direct you to your tracking information. You will then have the option to visit the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.

If this doesn’t help, then please email us at stating your name and order number and we will look into it immediately.

Can I change my delivery address after I have placed the order?
Yes, but please let us know as quickly as possible. If the order hasn’t left us yet then we can certainly make this change. Please email us at or jump on the Live Chat.

Can I add an item to my existing order?
Sadly we can’t add an extra item to an existing order – but our website is easy and quick to use, so jump on there and place a new order. If you’re quick then we can deliver all the items together.

If you wish to purchase an additional item, you will need to place a new order.

I can’t complete the payment transaction in the checkout on the website?
If your transaction is declined during the online ordering process, please follow the instructions on screen. Check the information you have entered and try again, or alternatively please try another form of payment.

If you are placing a high value order, please note that banks may occasionally put a hold on an authorisation as a security measure until they have received confirmation of the authenticity of the transaction from the card holder.

If you are still having problem then please email us at or jump on the Live Chat.

How do I apply a Promo code or Coupon code?
Your promotional code must be entered on the website in the relevant box which will appear in your Delivery Van/Shopping Basket or in the Checkout. It’s nice and easy.

Please check the terms and conditions of your promotional code for further details.

I forgot to enter my Coupon Code, can this be refunded?
We are happy to refund the coupon code if you have forgotten to apply it, providing it was live and valid at the point of purchase. We cannot refund any promo code on orders placed outside of an offer’s validity period.

How long is my credit note valid for?
Credit notes are valid for 1 year.

The price of an item has changed since I purchased the product. Will you refund me the difference?
Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for home delivery.

One World reserves the right to change prices at any time without prior notice. During a sale period, prices can change without prior notice. 

Can I order an item that is not yet in stock?
If the item you want is out of stock but we have a delivery date set, then you will be able to Pre Order the item. These items are often popular and can quickly go out of stock, so we recommend ordering as soon as possible to avoid disappointment.

How do I track my order?
Once your order has been despatched, you will receive an email from us confirming shipment. Your email will include a tracking link which will direct you to your tracking information.

You will then have the option to visit the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.

For larger items, our delivery partner will get in touch to book in the delivery with you.

What happens if I receive a damaged or faulty item?
Please ensure that you check all items on receipt and ensure you report a faulty or damaged item as soon as possible (or at least within our returns period).

In the unlikely event that your item has arrived faulty or damaged, then please email us, so that we can arrange a replacement or collection for you.

The product that I received doesn’t look exactly the same as the picture on your website. What’s the reason for this?
Many of the products in our range are; handmade, made with natural imperfections, made with a unique finish, come in a unique shape. Consequently, they may vary from the picture you see on our website.

The dimensions can also vary slightly.

It’s often worth closely looking at the Product Name or description to get a better understanding of these types of items. They are often described as;  “Vintage”, “Antique”, “Rusty”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Weathered”, “Aged”, “Handmade”, “Hand-Finish”, “Natural”, “Traditional”.

What is your Returns Policy?
Please visit our Returns page, which will tell you everything you need to know.

Is it possible to loan an item for a magazine photoshoot, blog or influencer channel such as Instagram, Facebook, Pinterest, Houzz etc?
Yes, we’d be happy to help. Please drop us an email at with the details of the item that you like and we’ll do our best to help.

What measures do you have in place regarding the current Coronavirus pandemic?
We have a separate Coronavirus FAQ here if you would like more information about covid-19.

Can you tell me more about your tree-planting programme and eco-credentials?
The environment is important to us at One.World. We try to reduce wastage as much as possible, and minimise our environmental impact. To support this, we have partnered with Ecologi to support innovative climate solutions, and to plant 5 trees for every retail order made on One.World. If you spend more than £250, we plant 10 trees, and over £500, we plant 15 trees. Visit our forest on and find out more.

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