Frequently Asked Questions

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All orders placed are processed within 1-2 business days: Monday - Friday, excluding Public Holidays. Once shipped, the estimated delivery is typically between 2 to 14 business days, varying based on the destination or specific countries.

To get the most up-to-date delivery information once your order has been shipped, please refer to the tracking information in your Shipping Notification email. 

*Applies to in-stock items only. Please take note that Pre-order item(s) may take a longer time to receive. The dates provided are estimates and are subject to change.

*We do not take responsibility should the item(s) be delayed beyond our control such as, due to courier service delays, emergency, adverse weather conditions, or other environmental factors. Please contact the courier company should you need further information.

For deliveries by DHL, you may manage or customize your shipment details once it has been passed over to DHL via On Demand Delivery (ODD). You will have the flexibility to make changes directly under ODD such as scheduling a delivery date, authorizing a signature release, or others while your shipment is en route.

Using the tracking (shipment waybill) number, you may log in or manage your shipment as a guest on the DHL On Demand Delivery (ODD) website here.

For deliveries by SF Express and Janio, you can directly contact the respective courier using your tracking information to request package interception, rerouting, or pickup of held packages.

Alternatively, if you require further assistance, please reach out to our Customer Support Team at [email protected].

Yes, and if you are not available to receive the delivery, you may consider shipping your purchase to an address where you have someone who is available to collect on behalf of you. 

Alternatively, you can have it delivered to your office address (please include the business name in the address details), University, and/or College campus. Please note that your purchase may be left at the reception counter, administration office, or mail room, and we are NOT responsible for any parcel lost or misplaced.

Delivery fees vary according to countries. You may look for the delivery fees imposed at the checkout page.

FREE delivery is provided for purchases above a certain amount, depending on the country and currency. You may check for free delivery entitlement upon checking out.

Import duties and taxes may be imposed once the parcel has reached customs, but rest assured that you do not have to bear the fees. Kindly refer to our shipping policy for more info here.

Sometimes shipments may be stated as ‘delivered’ before they actually arrive due to the courier’s tracking system error that is out of our control. Thus, in such cases, you do not have to worry as your parcel will most likely be delivered in 2-3 business days.

Should your parcel still not be delivered after waiting for 2-3 business days, please:

1. Check with neighbours, family members, and colleagues.
2. Look around the delivery location.
3. Check for notice of attempted delivery.
4. Contact the courier company with your tracking information for further information.

If there is still no sign of your parcel after completing the recommended steps above, kindly reach out to our Customer Support Team at [email protected] for further assistance.

Onecare is not responsible for any allergic reaction caused by any particular ingredients stated on our website and product’s package. However, we will provide a return alternative for one unit of the products purchased, should a medical report be provided as proof that our ingredients have caused the reaction.

Prior to purchasing/consuming/applying any Onecare and ORIQUE products, we highly encourage you to read through the ingredient list on our website and recommend having a good understanding of your skin and health condition or any allergies you might have.

Kindly refer to our return policies and its terms and conditions here.

When your order arrives, please inspect the parcel and item(s) for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear and tear, however, if damage occurred to the item(s) in your shipment or you have received the wrong item(s), please contact our Customer Support Team at [email protected] immediately for further assistance.

To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

For a return and refund request, kindly refer to our return policies and its terms and conditions here.

Kindly allow between 14-20 working days from the date we received your returned package for a refund, upon approval.

Kindly refer to our return policies and its terms and conditions here.

Once your order has been shipped, you will receive a tracking number via Shipment Notification email. To track and check the status of your order, please click on ‘Trace Shipment’ attached in the Shipping Notification email.

In the event when you’d like to have your shipment delivered to a temporary address, we kindly ask you to carefully consider the following information before finalizing your order:

  1. Order Fulfillment and Shipping Time: The estimated order fulfillment and shipping duration are provided to you before completing your purchase. The time frames are intended to give you an idea of when you can expect your package to arrive at the temporary address and may be subjected to change due to unforeseen circumstances.
  2. Customs Clearance: It's important to be aware that international shipments involve customs clearance, which is a process that can vary in duration and may be unpredictable. Please understand that Onecare cannot assume responsibility for any delays or issues that may occur during customs clearance.
  3. Recipient’s Availability: Ensure you are present at the time of delivery. Once the shipment has been delivered to the temporary address, Onecare cannot be held responsible for packages that are not received due to the recipient’s absence or departure from the temporary address.

At Onecare, we prioritize your satisfaction and a smooth shopping experience. If you have any further questions or concerns regarding shipments to temporary addresses, please feel free to contact our Customer Support Team at [email protected].

We apologize for the inconvenience but currently we are unable to ship to P.O. Box addresses, military addresses (APO/FPO), hotel addresses, or areas designated as no-delivery zones.

If you have any further questions or need assistance, please don't hesitate to reach out to our Customer Support Team at [email protected].

Onecare diligently delivers your orders to the address provided, following your precise shipping instructions. Hence, ensuring the accuracy of the shipping address is solely the responsibility of the customer. To ensure a smooth delivery process, we kindly ask you to carefully review and confirm the accuracy and completeness of your shipping address before finalizing your order.

If you discover an incorrect address after making a purchase, we recommend reaching out to the courier company directly once you have your tracking information. They will be able to assist with options like intercepting the package, rerouting it, or arranging for a pickup.

While we do not provide refunds for address errors, we genuinely want to help you resolve any issues that may arise. If you need further assistance or have any questions, please don't hesitate to contact our Customer Support Team at [email protected]

*Kindly note that Onecare disclaims any responsibility for shipments to addresses that were incorrectly entered during the checkout process.

At Onecare, we are dedicated to providing you with the best shopping experience, which is why we cover all custom taxes and duties for your orders. However, please note that if you receive any tax or duties requests, the payment will first need to be made by you.

To initiate the refund process, please follow these simple steps:

1. Once you have made the payment, kindly reach out to our Customer Support Team at [email protected]

2. Include the following details below:
Name -
Order Number -
Proof Of Payment Receipt -
Refund Method (choose between your original payment mode or E-Voucher) - 

Upon receiving your request, we will process your refund in the form of your original payment mode or E-Voucher, according to your preference. Refunds typically take between 1 to 14 business days to be processed and completed.

*We do not cover any brokerage fees associated with customs clearance
*Do note that refunds are not provided in the following situations:

  • Shipments not picked up by the recipient at the local holding facility.
  • Shipments unable to be cleared by customs due to the recipient's refusal to cooperate with the clearance process.
  • Inaccurate or incomplete shipping address and recipient details provided by the customer.

All requests for returns are subject to Onecare approval. Should you wish to make a return request, kindly contact our Customer Support team at [email protected] within 7 days from the date which you received your item(s), and provide your order number and the reason to return item(s).

You may also refer to our Return Policy for more information.

*Please do not discard the product unless we’ve stated otherwise.