FREQUENTLY ASKED QUESTIONS
1. Why are our watches unique?
These are unique unisex pieces made of artisanal wood; no two watches are exactly alike. Each ONE OAK product is slightly different, with its own grain and unique tones that evolve with you over time, becoming the perfect accessory for those looking for a product with personality.
Wood is one of the most noble materials on our planet. Your ONE OAK is hypoallergenic and extremely light (all of our cases weigh less than 30 gr). Our commitment to environmental sustainability is an active part of our production process, and we compensate the carbon emissions produced during the product manufacturing process and shipping through our reforestation campaigns, which were are personally involved in. We plant a tree for each product purchased with the name that you choose, and we send you a photo of your tree with a personalized name tag. To learn more, click here.
3. Water resistance
Your ONE OAK resists splashing, but is not completely waterproof. It is prepared for regular daily use (light rain, changes in temperature…), but we recommend that you do not get it wet or immerse it in water, as it is a conventional watch with a non-metal strap.
We use Japanese Citizen Miyota quartz watch movements, a sturdy movement that is widely used in mid-price range watches that cost well above your ONE OAK. The watch uses a battery with a lifespan of approximately 2 years. Once it stops, you just have to ask a watchmaker to replace the battery for a new one.
5. Changing your watch straps
All ONE OAK watch straps are interchangeable. There are two families watch straps available that are not interchangeable between each other, this will depend on the dial size that you choose (40 mm or 36 mm). You will find information on compatibility in the product descriptions.
Changing them is simple and intuitive. Click here for a very simple video on how to do this. You will see that the reverse of your watch strap has a very small metal ball that you can easily slide, causing the end of the pin to retract. This is necessary so that you can fit the pin of your watch strap in the small interior holes that hold the brackets on the dial of your ONE OAK.
6. Adjust your wood watch strap
The wood straps are made using a system of links similar to conventional steel straps. We recommend that you ask any jeweler or watchmaker to help adjust them to your wrist to avoid damages to the wood.
7. Adjust your metal watch straps
The watch straps have a piece of metal that slides along the strap to set the size that you need. On the front of the watch you will see a small protrusion that acts as a lever with any pointed item. Once you lift the lever, you can move the clip along the strap and set it at the point that best adapts to your wrist size. Simply press on the lever to set the clip in place. Click here for a very simple video on how to do this.
Our convertible women’s bags and backpacks are made using materials that respect the environment. The polyester used in your backpack or bag was obtained from 8-10 recycled plastic bottles, and the cork and walnut insertions are FSC®-certified as sustainable, as always with ONE OAK. In addition for each backpack or bag that you buy, we will plant a tree in the project selected by you and give it the name chosen by you, and we will send you a photo of your tree with a personalized name tag. To learn more, click here. Your tree will fight local environmental problems and climate change, compensating 17 times the impact of manufacturing and shipping your backpack or bag.
It’s very easy. You can use a damp cloth to clean the recycled polyester and the cork. To clean the wood insertions, we recommend that you use a special wood oils.
3. Water resistance
Just avoid immersing your backpack or bag to prevent any deterioration of the cork and wood. You can use them normally, they will resist splashes and light rain. We just recommend that you avoid repeated exposure to water.
1. One size
ONE OAK caps are unisex and one size. There is an adjustable clip in the back to adjust the cap to all sizes.
2. Water resistance
The wood or cork in your ONE OAK cap resists splashes. However, do not immerse it in water. If you need to clean the wood, we recommend that you use a specific oil for wood.
3. Wood strength
The brim of your ONE OAK cap is made of flexible and resistant wood, with 3 different layers for strength. Do not worry, it will not break. But, since it is made of wood, you should avoid folding the brim.
To clean the cloth of your ONE OAK cap simply use a spot remover and brush to obtain a perfect finish. We recommend that you do not use water, because scrubbing one area intensely could cause discoloration, similar to scrubbing any cotton cap.
You can customize any watch, bag or backpack with a special engraving at checkout, the last step before payment:
Watches: engraving is performed on the back of your case, below the ONE OAK tree logo. You can find an example here.
Women Bags: engraving is performed on the key chain attached to it. You can find an example here.
Backpacks: engraving is performed on a key chain similarly to any women bag. On backpacks specifically, this key chain is only included if you select engraving as an option.
Engravings are maximum 15 characters to assure that it is an elegant detail that can be clearly seen. For any longer or special engravings, don’t hesitate to contact us by e-mail at [email protected]
2. Delivery time
Engraved watches may have a longer delivery time as we engrave them individually. If your order contains one or more engraved watches, you will receive it between minimum 1 and maximum 5 business days from the date it was placed.
3. Returns and warranty
Customized engraved watches are not returnable, for obvious reasons. The 2 year warranty remains in effect. If your watch should have any manufacturing defect, we will fix it or replace it with a new watch with the same engraving.
1. Payment methods
You can pay with complete safety through our web page using your debit or credit card (Visa, MasterCard, American Express, etc.) or by PayPal.
The security of your money and your data is an absolute priority for us. Consequently payments made by card over our web site are completed at an external platform owned by Banco Sabadell. This payment platform is 100% secure with a powerful fraud prevention tool with a smart “3D Secure Authentication”. PayPal payments are likewise made outside of our site, via the PayPal platform.
There is no extra charge for payments made by debit or credit card, as well as for payments made by PayPal.
4. Processing of bank data
We will never access your financial data, as all operations using debit cards, credit cards or PayPal are completed on an external platform. That is, they are independent of ONE OAK and our web page. In this way only the banks participating in the operation will manage your data as needed to satisfactorily complete the payment.
5. Confirmation of receipt of payment
When our bank receives confirmation of the payment, you will receive an e-mail confirming your order at the e-mail address provided by you. We will then begin to process your order as soon as possible.
6. Reimbursement for return
Contact us by e-mail at [email protected] or using our online contact form, and we will proceed with your return. Upon receipt of your product and after checking that it has all elements and there is no damage, we will order reimbursement of the amount paid to the bank or PayPal account which issued the payment. Shipping costs related to picking up the product, if requested by the client, will not be reimbursed.
1. Return: period
Any of our products can be returned within 14 working days from the date you receive the product, except in the case of engraved watches which are not returnable. If you wish to cancel an order, you must notify us in writing during this period. Return deadlines are different during the Christmas campaign, as purchases made between Black Friday and December 25th will enjoy an extended return period ending on January 8th, after the Epiphany (Jan 6th).
2. Return: procedure
Contact us by e-mail at [email protected] or using our online form. Remember that the product and all of its functions, as well as the packaging must be in perfect conditions in order to return it. When you contact us we will send you an e-mail with how to send us your product. Once we have received and verified that it is in good condition, we will return the amount of your purchase to you within maximum 7 days through transfer to your bank or PayPal account. You can send the product yourself, or if you wish we can issue a pick-up. The return shipping costs will be paid by the client (the cost applicable to online orders, i.e. €5 for Europe will be deducted from the amount of the reimbursement).
3. Warranty: period and coverage
Your ONE OAK product is warranted for twenty four (24) months from the date you receive it against any manufacturing defect that may appear. Repairs or replacements for damages caused by use, misuse, immersion in liquids, etc. are not covered, which is normal in the case of almost any product.
4. Warranty: procedure
Contact us by e-mail at [email protected] We will ask that you provide photographs that clearly show the imperfection that led you to place your warranty claim. After evaluating the imperfection we will inform you as soon as possible regarding whether your claim is accepted or rejected, with the reasons for our decision. If we accept the claim we will inform you by email of how to proceed to return and replace the damaged product. During the first three months after your purchase we will pay any shipping costs incurred as a result of exercising the warranty. After three months have passed, customer will be responsible for sending us the defective product and for picking up the new or repaired product in our central office in Madrid, paying for any shipping costs that may be incurred. If you prefer we can pick-up and deliver the replaced product from ONE OAK to the address you provide for a shipping cost of €5 from any place within Europe.
1. Delivery time
Your order will arrive at its destination within 24-72 hours (business days) within Continental Europe. If you place your order before 2:00 p.m., delivery may even be made within 24 hours from payment over our platform. Shipments to EU Islands or certain remote territories take between 3-4 business days. For orders that include engraved products, see the section “Engraved Products” above.
2. Shipping Costs
Shipping costs differ according to the area where we will send your ONE OAK. This cost is paid partly by us and partly by our clients. However you will always be informed of the shipping costs at checkout, before completing the payment.
3. Delivery times
Our couriers work from 8 a.m. to 6 p.m. Monday through Friday, so you can receive your ONE OAK within that time frame.
4. Delays and incidents
Please contact us at [email protected] indicating that you are a ONE OAK client and the order number received by email at the time of your purchase. We will do our best to ensure that your product arrives as soon as possible and in perfect conditions.
5. Deliveries when the addressee is absent
No problem, we will come back. If for any reason the courier does not find anybody at the provided address, they will return to the same address the next day with no additional cost to you. If no one is available the second day to receive your ONE OAK, then our courier will contact you by telephone to schedule a specific time to make a third attempt to deliver your order. If you are not there on the third attempt, then your order will be stored at the nearest courier’s offices for a period of one week during which you can go to pick it up. After one week your order will be returned to our central warehouse. In this case, please contact us by e-mail at [email protected]
6. Error in your order
This is very rare, but if it happens to you then the first thing is to ask for your apology. Do not hesitate to contact us by e-mail at [email protected], stating your name and order number. We will replace the erroneous order for you as soon as possible, with no further cost to you.
7. International shipments
We ship to all the following European countries: Andorra, Austria, Belgium, Bulgaria, Croacia, Czech Republic, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, United Kingdom, Romania, Sweden, and Switzerland.
8. Customs duties
Customs duties and import costs are not included in the ONE OAK purchase price. We do not know the exact amounts that will be applied by customs of the different countries from which our products are acquired. This may also be the case if you place your order from the Canary Islands. If you would like to learn more about possible surcharges, we recommend that you contact a customs agent in the area where we will ship your ONE OAK product.