one way
INFORMATION

Frequently Asked Questions

Thanks for shopping at ONEWAY ONLINE STORE. What do you need help with?

Delivery

Have a question about delivery/ shipping, Please read through our policies below, and feel free to contact us if you have additional queries. 

Yes. We offer FREE delivery within Kenya (Excluding Lamu, Lodwar, Lokichogio and Maralal regions) for orders above 6,000 KShs. For orders below 6,000 KShs we will charge a standard flat-rate fee of 400 KShs within Kenya (Excluding Lamu, Lodwar, Lokichogio and Maralal regions). Deliveries to Lamu, Lodwar, Lokichogio and Maralal regions are FREE for orders above 10,000 KShs. For orders below 10,000 KShs we charge a standard flat-rate fee of 1,200 KShs for deliveries to Lamu, Lodwar, Lokichogio and Maralal regions. 
 
 

Yes. All international deliveries are handled by our trusted logistics partner DHL. The shipping charges for international deliveries depend on the weight of the order and will be calculated at check-out.

Special Deal for international shipments: Flat rate shipping price for the first 2 kg!

When adding items to your basket your delivery charge will not increase until you exceed 2kg. Why not take full advantage by adding the matching jewellery to your ONEWAY top or getting that matching Kikoy towel along with your summer dress?! The weight of each item can be found under the field additional information for each of our products.

Upon delivery, It is your responsibility to check for any defects, damages or missing items. We will not tolerate any returns for defects, damaged products and missing items once delivered and accepted by your signature. In case any order has a defect, damaged or items missing, you may return the order immediately to our delivery crew and get in touch with our customer support team on +254 721532646 or email us on harjit@one-way.cc within 12 hours. This applies to orders shipped within Nairobi.

For orders shipped outside of Nairobi, if any order has a defect, damaged or items missing, you can temporarily hold on to the order and get in touch with our customer support team on +254 721532646 or email us on harjit@one-way.cc with 12 hours. Our support staff will get in touch with you with instructions on how to send the order back to us.

Our standard shipping method is ground shipping. Once an order has been submitted and processed, the order will ship within 1-2 business days. For deliveries outside of Nairobi, we will ship your order via any of our preferred major carriers, including G4S, Wells Fargo Courier and Roy Parcel Services Ltd. All our international deliveries are handled by DHL Express.

Orders will only be dispatched Monday to Friday 9am to 4pm .No parcels will be send out on Saturday & Sundays or Public Holidays. We will notify you in case of any delay on delivery.

Returns & Refunds

Need to return or exchange something you just received? No problem! Please read through our policies below, and of course contact us if you have any questions.

No. Orders that you submit online are processed immediately and may not be cancelled. When placing an order through the website, you will be asked to confirm and verify your order.

Once an item of merchandise is delivered to you, you can return that item within 30 days of delivery. To be eligible for a return, your merchandise must be unused and in the same condition that you received it and must be in the original packaging (With all the tags intact). Any worn, soiled, altered, washed, or customer-damaged items cannot be returned and will be shipped back to you at your cost and no refund issued. Our return policy does not apply to the following goods:

  • Discounted or sale items
  • Gift cards,
  • Personalized items,

These items are not eligible for return, refund or exchange.

To initiate a return, please email us at harjit@one-way.cc. We require a receipt or proof of purchase to accompany your return.

All returned merchandise should be addressed to:

Straightline Enterprises Ltd
Off Mombasa Road, Viraj Complex,
Godown No. 19,
p.o Box 17716-00500
Tel:+254 202573918, +254 725342332
Nairobi, Kenya

You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund. You should consider using a trackable shipping service or purchasing shipping insurance for items of value. We are not responsible for packages lost by shipping carriers.

For orders shipped outside of Nairobi, if any order has a defect, damaged or items missing, you can temporarily hold on to the order and get in touch with our customer support team on +254 721532646 or email us on harjit@one-way.cc with 12 hours. Our support staff will get in touch with you with instructions on how to send the order back to us.

After we have received your valid return, we will send you an email to notify you that we have received your returned item and notify you of the acceptance or rejection of your return.

If your return is accepted by Us, We will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, a credit to the payment card or original method of payment used to pay for the item, a check, or another remedy that we determine in good faith is appropriate in the circumstances.

Deliveries will only take place Monday to Friday 9am to 4pm .No deliveries will be made on Saturday & Sundays or Public Holidays. We will notify you in case of any delay on delivery.

In case you prefer to pick up any order yourself, you have the option of collecting it from our store. You may pick up your order at the following location: Straightline Enterprises Ltd, Off Mombasa Road, Viraj Complex, Godown No. 19,

If you do not comply with any of the above conditions, we reserve the right to refuse the return or exchange, or to impose different or additional conditions.

KES

By producing locally, we do not only want to create employment but also aim to be a fair employer. We are therefore a member of the World Fair Trade Association WFTO and therefore adhere to the 10 fair trade principles: Opportunities for disadvantages producers, Transparency & Accountability, Fair Trade practices, Fair Payment, No Child and Forced Labour, No Discrimination, Good Working Conditions, Capacity Building, Promote fair Trade and Respect for the Environment. If you want to learn more about the World Fair Trade Standards please visit WFTO website We are proud that some of our employees have been with us since the company was founded thirty years ago.

Special deal for international Shipment: Flat rate shipping for the first 2ks!