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OnePlus Store FAQs
Can OnePlus device products be shipped to my country?

We are happy to ship your order to a friend or family member residing in UK, excluding commonwealth affiliated outer islands.

How do I change my shipping method after placing an order?

Unfortunately once an order is placed you will not be able to change the shipping method, Be sure to double check before giving the go-ahead!

What is the difference between priority logistics service and standard logistics service?

1. One-day arrival means: if the time and delivery address of your order are accurate, and the goods are in stock, they will be delivered on the same day and delivered within 24H the next day (non-working days and public holidays may lead to delays)

PS: This service may ask you to sign for the goods. This service is currently not supported in Northern Ireland due to logistics channel factors.

2. Priority:

Priority means: if the time and delivery address of your order are accurate, and the goods are in stock, it will be delivered within 2-3 working days after delivery (excluding public holidays).

3. Standard:

If the time and delivery address of your order are accurate and the goods are in stock, it will be delivered within 3-5 working days after delivery (excluding public holidays).

How do I track my order?

You may track your order by visiting links below depending on the courier:

DHL:

USPS:

UPS:

FEDEX:

PLPOST:

DEDHL:

Royal Mail:

GLS:

DPD:

What should I do if my parcel is lost?

If you feel that your parcel is lost, please contact OnePlus Support ASAP. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

What should I do if my parcel was damaged upon delivery?

Sorry for the inconvenience made. Please refer to the following process.

1. Contact our customer service within 48 hours of orders being signed.

2. Provide the customer service with the required photos or scrrenshots, including shipping label, the parcel’s outside condition, the inner box’s condition and the SN code on the back of the box.

3. We will create an LMA for the order, which will be investigated by our warehouse. If it is confirmed that the device is damaged due to our faults, we will resend you a new one after the damaged product has been sent to the service center.

What should I do before I sign for your parcel?

First you should confirm the tracking information and the outer packaging, check if there are any breakages or abnormal damage. Then, please open your parcel in front of the courier to confirm the quantity and marque of merchandise and packing list. If there is anything abnormal, please contact OnePlus Customer Support.

What should I do if my tracking has not been updated for an extended period of time?

If you notice that your tracking status of your order has not been updated for 5 days, please contact OnePlus Support ASAP. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

What should I do if I received wrong or incomplete merchandise?

If you received wrong or incomplete merchandise, please contact OnePlus Support within 48 hours of orders being signed. Provide us with photo evidence of your claim. Once we receive your claim we will process it ASAP.

What happens if my parcel is returned to warehouse?

Most of our couriers will make three attempts at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to warehouse. Once we received your returned parcel we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact OnePlus Support.

When will I receive my refund?

It takes around 7 business days for payment providers to process refunds. If a product return is involved, this may take slightly longer as we need to verify whether the parcel has been returned. Refunds are made to the original source of payment. If you haven't received your refund after 14 business days, we suggest that you contact your payment provider for details. If they are unable to help, please contact support@oneplus.com - we may be able to provide an ARN (Acquirer Reference Number) or screenshot to help your payment provider track your refund manually. Please note that the exact time of processing a refund depends on your payment provider.

When can I receive my trade-in refund?

The cashback and the trade-in bonus will be initiated after you have accepted the second quotation offered by our trade-in provider and the valid return & replacement period of your new device has expired.

Why does the amount deducted from my bank card exceed the supposed order value?

Please do not worry. We suggest that you can collect the following information: order number and payment screenshot; then contact our customer service to report the issue. We will check with the team and handle your request properly.

(There might be some system issues some time, resulting in wrong amount deducted. It will take about 3 days to have the issue resolved, and we kindly recommend you to wait patiently for the solution provided by our team. Thank you for your understanding.)

Why does my order get cancelled automatically? And I haven’t got the refund.

Please check your order has been paid successfully. If yes, contact our customer service and provide the “Payment Finished” screenshot or the screenshot of the money deducted message sent by bank, and your order number to us. We will check with the team and handle your request properly.

(There might be some system issues some time, resulting in wrong amount deducted. It will take about 3 days to have the issue resolved, and we kindly recommend you to wait patiently for the solution provided by our team. Thank you for your understanding.)

Why haven’t I received my refund even though the order status shows “finished”?

If you want to check the refund status for your order, please contact our customer service and provide us with your order number.

Why isn’t the full refund credited to my card?

If the order placed contains the reward points and you want to return it, we will also recall the points from your accounts; if you have run out of them, we will not initiate the full refund to you as the value of the reward points should be deducted.

There can be other conditions for the imcomplete refund received. Please contact our customer service and clarify the situation; we will help to check with the payment team and handle your request properly.

What happens if I'm charged twice?

There might be some systems issues and please contact our customer service, providing us with the order number and payment proofs like the money-deducted message sent by bank. We will check with the payment team and handle your request properly. Sorry for the inconvenience.

How come my status shows pending payment even after a successful payment?

This could be an order status delay. Please check your account after 24 hours. If the status still is still "pending" after 24 hours, please contact us and we will forward your issue to our Payments team.

What payment methods do you offer?

We currently accept payments made through credit/debit card (Visa, Mastercard, American Express), PayPal and Discover. Please note that the availability of each payment option may vary based on the store policies.

Why is my order auto-cancelled?

1. Your order may be cancelled because of the limitation of the payment time;

2. There also can be some backend system issues sometimes. In this case, please contact our customer service and inform us of the situation. We will try our best to restore your orders, or you can also place the order after the system issue is resolved (we promise you that you can place the order at the same price or with the same offer).