FAQ - One Teaspoon
This site has limited support for your browser. We recommend switching to Edge, Chrome, Safari, or Firefox.

AUSTRALIA'S #1 CULT DENIM LABEL

FAQ

FOR OUR LOYAL CUSTOMERS:

QUESTIONS ABOUT OUR NEW SITE?

Don't worry - we're transferring your old order history, active giftcards and active store credits as we speak.

You should receive an email once this is complete in the next few days!

We know you'll love our new website experience and the new features and perks we'll be rolling out for members over the coming weeks including a brand new loyalty program.

GENERAL

I can't access my old account

If you previously had an account on our old website and cannot log in then you can try to log in and reset your password. If you receive a message that says your email address/password isn’t recognized, follow the steps below:

  • Make sure you are using the same email address and password you registered with – you may have more than one account so please check
  • Check that you don’t have your caps lock on in error and / or are using any special characters that you chose correctly
  • If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account

If you still can’t sign in, please contact us giving as much detail as you can about the issue.

I need some help

Please click HERE to get in touch with our Customer Care team using our contact form or email support@oneteaspoon.com.au. We aim to have an answer to your enquiry within 2-3 business days (but usually it's within 24 hours), though during sale periods it may take a little longer. We appreciate your patience.

Alternately, you can use Live Chat when a Customer Care agent is available.

Please note that as One Teaspoon HQ is located currently in Sydney, Australia, all emails will be responded to within AST during business hours, Monday to Friday. We are closed on Australian Public Holidays.

I need help choosing my size

For denim please refer to our Denim Size Conversion

For apparel please refer to our Apparel Size conversion

If you need more help, please contact support@oneteaspoon.com.au.

What payment methods do you accept?

We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal.

During the checkout process, the supported payment methods are displayed on screen.

Payment methods may vary depending on the currency you are paying with.

Shipping to Australia

How will my order be shipped?

All orders going to an Australian address will be shipped via Australia Post.

How long will shipping take?

After your payment is authorised and verified, please allow up to 2 business days to process your order, please allow more time during sale periods. You will receive an email with your tracking information as soon as your parcel is shipped and on it’s way! All shipping fees are quoted in AUD. All items are shipped from Australia.

Please check Australia Post delivery estimator for more detailed information and don't forget to allow for order processing time. 

INTERNATIONAL ORDERS

Which countries do you ship to?

We are able to ship worldwide to every country except for the following:

Afghanistan

Belarus

Bonaire Saint Eustatius and Saba
Congo Democratic Republic

Mali

Micronesia

Myanmar

Niger

Russia
Somalia

Ukraine

What currency can I pay in?

Our website should automatically switch to your local currency, however if you wanted to check or change your region head to the bottom of our website from any page and you can change the shipping region/currency.

Do I need to pay duties & taxes?

Import duties and taxes may apply upon receipt of international orders.

These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

  1. Country/location of origin of the purchased product
  2. Local VAT rates
  3. Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities.

Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed!

All you need to do is prepay the duties at our checkout.

If prepayment is supported for your order, then you will be quoted as follows:

“Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”

Select this option if you wish to prepay duties & taxes.

Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

How much duties & taxes do I need to pay?

The amount of duties & taxes applied depends on the value of the order and the destination country/location.

If you are concerned about this issue, may we suggest using our guaranteed landed cost shipping service?

This allows you to prepay all taxes and there will be no additional costs when you receive your package – guaranteed!

Just select to prepay the duties at checkout.

If prepayment is supported for your order, then you will be quoted as follows:

“Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”

Select this option if you wish to prepay duties & taxes.

Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

My package is stuck in customs

Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.

As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking reference number provided in your dispatch confirmation email.

Can you change the amount of my invoice?

We are unable to make any changes to invoices.

We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.

ORDER ISSUES

Help! I made a mistake on my order!

We work as fast as we can to get orders out to customers as soon as possible.

Unfortunately once your order is placed, sorry but we are not able to change or consolidate them.

I need to change my shipping address

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same.

We cannot change the delivery country/location.

Please contact us urgently by emailing support@oneteaspoon.com.au if you need to change your delivery address and we will do our best to help.

When emailing, please provide as much information as you can, including order number, original delivery details and new delivery address.

We will confirm with you if it has been possible to amend.

If your order has been shipped, unfortunately we are not able to change the address.

I want to return an item

Please refer to our RETURNS PAGE for more information on returns.

I received a faulty item

We’re very sorry to hear that your order did not arrive in perfect condition.

In order for us to resolve this as soon as we can, please submit a return request HERE.

Please provide as much information as you can.

Returns questions

I need to return my order.

Please refer to our returns page HERE.

Do you offer refunds?

Approved change of mind returns will be refunded via a Store Credit as a Gift Card. Gift Cards are issued in Australian Dollars converted from your local currency. They can be used in any region internationally. When redeeming a gift card, the amount will be subject to an exchange rate conversion set by Global E. These rates are based on interbank rates of exchange and correspond with the average aggregate exchange rates that would otherwise be applied in an e-commerce transaction. Store credits issued at Gift Cards have an expiry of 6 months from the date of issue. 

I would like to exchange.

See our RETURNS section for more information on making a return.

Your Cart is empty

No more products available for purchase