Last Updated: [04/19/2025]

At Onesvila, your satisfaction is our top priority. We’re committed to offering high-quality footwear along with a simple and transparent return and refund process. If you are not completely satisfied with your purchase, please read this policy to understand the eligibility requirements and the return process. By placing an order with us, you agree to the terms outlined below.

Quick Overview

Return Window: Within 30 days of delivery

Exchanges: Available for eligible items

Eligibility for Returns

Items are eligible for return under the following conditions:

Items must be in original, unworn condition, with no visible signs of use or damage

Shoes must be returned in their original box or packaging with all tags and inserts included

Items marked as “Final Sale” or custom/personalized products are not returnable unless defective or damaged upon arrival

Return requests must be initiated within 30 days of delivery

Return requests made after 30 days may not be accepted unless approved in exceptional cases by our team

To initiate a return, email support@onesvila.com with your order number and reason for return. Once approved, you will receive a Return Authorization Number (RAN) along with instructions.
Unauthorized returns (without an RAN) may be refused and returned at your expense.

We recommend using a trackable shipping method for your return.

Return Label Options

For eligible returns, we offer two label options:

Included in Package: Return label may be provided upon request

Downloadable PDF: A return shipping label can be emailed for you to print

Non-Returnable Items

The following items are not eligible for return:

Gift cards or promotional vouchers

Custom or personalized shoes

Items labeled as “Final Sale”

Products that show signs of wear, damage, stains, improper use, or exposure to harsh conditions

Please review product descriptions and sizing guides carefully before purchasing.

Return Process

Contact our support team at support@onesvila.com with your order number, reason for return, and photos (if applicable)

If approved, we’ll send you a Return Authorization Number (RAN) and return instructions

Ship the item within 7 business days of receiving your RAN

Upon receiving the item, we will inspect it within 3–5 business days

If approved, you will be notified and issued a refund or exchange as per your request

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

Notify us within 48 hours of delivery at support@onesvila.com with photos and a brief explanation

We will cover the cost of return shipping and offer a replacement or full refund, depending on your preference

Do not attempt to alter or repair the item, as this will void return eligibility

Exchange Policy

We gladly offer exchanges under the following conditions:

The item is unworn, in original packaging, with tags intact

Contact support to request an exchange and receive a prepaid return label

If your requested item is out of stock, we will issue a refund instead

Sale, custom, or personalized products are not eligible for exchange

Refund Policy

Refunds are processed once the returned item passes inspection.

Conditions for Refunds

Refunds are only issued for items that comply with this policy

Refunds are credited to the original payment method

Shipping charges are non-refundable, unless the return is due to our error

Refund Timelines

Refunds are initiated within 10 business days of item approval

Depending on your payment provider, it may take another 10 business days for the funds to appear

You’ll receive an email confirmation when your refund is processed

Non-Refundable Situations

Items that fail inspection due to use, damage, or non-compliance

Custom or personalized products

Gift cards and Final Sale items

Orders canceled after shipment (shipping fees are non-refundable)

Contact Information

For any return or refund-related questions, reach out to us:

Business Name: Onesvila
Chat Support: 24/7
Business Hours: 9:00 AM to 5:00 PM (Monday to Friday)
Business Number: +1 (281) 829-5714
Business Mail: support@onesvila.com
Business Address: 3411 Denton Meadows Ct, Katy Texas 77449, United States

At Onesvila, we aim to provide a reliable and stress-free shopping experience—your comfort and confidence mean everything to us.