FREQUENT QUESTIONS
top 10 questions
It is important to us to help you find the answers to your questions and the information you need for your online purchases at OneSupermarket.
What should I do when I checked out and found out that the shipping cost is €9.98?
Since this issue is currently not resolved, we are attaching a €4.99 discount code here for orders where this occurs.
Discount code: ERRDES998
NOTE : This discount code can only be used on orders with the above issues. If your order does not have such a situation, please do not use it, otherwise we will charge you the corresponding amount
Why does it show payment failed?
For most cases, you may need to contact your bank. They will be able to view your account history and provide you with full details as to why your payment could not be processed. If your bank does not have any information about the failed transaction, then most likely the card details were entered incorrectly. If this still doesn't resolve the issue, we can only accept payments via Paypal money requests which we will issue.
Also, if your order contains frozen products, we do not send all frozen products, we only support pick up in a physical store (Murcia).
How much does shipping cost and how long will it take?
The cost of shipping and delivery time depends on the shipping option chosen. Find detailed information about our delivery options and pricing here .
Has my order already been shipped?
After we ship your order, you will receive an email with the tracking number or contact our customer service team and we will be happy to verify it.
I did not receive an order confirmation email, has my order been placed?
If your order was successful, it will be displayed in your OneSupermarket account under "My Orders". Alternatively, please contact our customer service team and we will be happy to check the status of your order and resend the confirmation email.
Can I cancel an order?
It is possible to cancel your order before it ships. Contact our customer support team and we will cancel your order immediately. If your order has already been shipped, you can refuse delivery or return the order based on our returns policy.
I received an incorrect order, what are my options?
If you have noticed that there has been an error with your order, please contact us and we will do everything in our power to correct it.
The tracking shows that my package was delivered but I haven't received it, what can I do?
Contact our customer service team and we will investigate the whereabouts of your package together with the courier.
My order arrived damaged, can you help me?
Please contact our customer service team with a picture of the damage and we will arrange to reship or refund the items immediately.
order information
Whether you are new to OneSupermarket or a regular customer with us, you will be able to find an overview of how your orders are processed on this page.
Adding items to your basket
Start by browsing the items you wish to purchase and click "Add to Cart". You can edit your basket simply by clicking on the basket icon in the top right corner of the page.
placing your order
Once you are happy with your order, proceed from your basket to our easy and secure checkout. You can login here or pay as a guest.
Confirming your order
Once you have completed your order, you will be directed to an order confirmation page with a summary of your order, including your order number. We will also send you an automated email with the details of your order. Please keep this email for your records. Check your spam or junk mail folder in case you do not receive your order confirmation email. If you see any errors or need to make changes, please email us at info@onesupermarket.
Returns and refunds
If you change your mind about your purchase, we are happy to accept returns. Please contact us within 14 days.
Products that cannot be returned
Any item that has been opened or unsealed, perishable items, including frozen, refrigerated, bakery, or vegetable items. This policy does not affect your legal rights.
Damaged and defective items
While we are very careful when preparing orders, delicate items can occasionally be damaged in transit. If you have received any damaged items, please accept our apologies and contact us as soon as possible so we can arrange a refund or reship the item. .
If an item you have received is defective, please email our customer service team with a picture of the defect. We will be happy to provide you with a full refund. Depending on the type of product, we can arrange a return to OneSupermarket.
lost items
If you find an item is missing from your order:
Please carefully review the entire contents of your package first. Our packing staff sometimes wrap items in packing paper or use cardboard backing. Some small items may be hidden inside this packaging.
If you still can't find your missing item, please contact us immediately so we can arrange a full refund or reship your item.
wrong items
If you have received a wrong item:
Please review your delivery note carefully first and see if your wrong item does not replace out-of-stock items.
If you are sure the item is incorrect, please contact us immediately so we can ship the correct item.
We may ask you to return the wrong item. If this is the case, we will cover the return shipping costs.