Shipping policy

Shipping Policy | One Dilemma

1. Identification of the Controller

In compliance with current regulations, it is reported that the party responsible for the shipping service is ONE DILEMMA SL (hereinafter, “One Dilemma”), with NIF B19475474 and registered office at Calle Aguarón 23, 2D.

For any query related to shipping, you can contact our customer service team via:

📧 Customer service email: atencion@onedilemma.com

2. General Information about Shipping

Once the purchase has been made, the customer will receive an order confirmation email and our team will begin processing the order for dispatch as quickly as possible.

As soon as the order has been dispatched, the customer will be provided with an email containing the tracking number so they can check the status of the shipment at any time.

If the order has not been received within the estimated time frame according to the destination country, the customer must contact our customer service, stating the order number, so that we can provide a solution as soon as possible.

Customer Responsibility for Shipping Information

One Dilemma will not be responsible for delivery errors when these are the result of:

  • An incorrect or incomplete shipping address provided by the customer.
  • The omission of information relevant to delivery.

If the customer wishes to cancel an order, they must notify us before the order has been prepared and dispatched. To do so, they must send an email to atencion@onedilemma.com. If the order has already been processed and dispatched, cancellation and a refund of the shipping cost will not be possible.

Delivery times can be consulted on each product page, as some items have different shipping time frames.

Mobile Phone Cases Shipping

Mobile phone cases are shipped separately from jeans and have an estimated delivery time of 3 to 10 working days, as they are made to order (On Demand).

3. Shipping Times and Costs

Below are the estimated delivery times and shipping costs according to the destination region.

(Delays may occur during peak periods, such as Black Friday or Christmas).

Spain and Portugal (Iberian Peninsula)

📦 Standard delivery: 48–72 working hours

💰 Shipping cost: €3.99

Balearic Islands

📦 Standard delivery: 48–72 working hours.
💰 Shipping cost: €10

Canary Islands

📦 Standard delivery: 48–72 working hours.
💰 Shipping cost: €15

Ceuta and Melilla

📦 Standard delivery: 48–72 working hours.
💰 Shipping cost: €26

Europe I*

📦 Standard delivery: 48–72 working hours.
💰 Shipping cost: €15

Europe II

📦 Standard delivery: 2–5 working days.
💰 Shipping cost: €16

North America

📦 Standard delivery: 2–5 working days.
💰 Shipping cost: $22

South America

📦 Standard delivery: 2–5 working days.
💰 Shipping cost: $20–$50 (depending on destination country).

Europe II and other countries

📦 Standard delivery: 2–10 working days.
💰 Shipping cost: €10

📌 Europe I: Austria, Belgium, Czech Republic, Denmark, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, United Kingdom.

4. International Shipping and Customs

One Dilemma works constantly to offer the best international shipping service. However, in exceptional circumstances, an order may be cancelled for reasons beyond our control. In such a case, the customer will be notified within a maximum of 72 working hours, and a full refund will be issued using the original payment method.

For orders destined for countries outside the European Union, the customer should bear in mind that these may be subject to the payment of duties, taxes or additional charges according to local law or customs regulations in their country.

One Dilemma covers the shipping cost, but is not responsible for these possible additional charges. In such cases, the courier company will notify the customer and it will be their responsibility to pay these costs. 

For international shipments, orders may be subject to duties, taxes or other customs handling charges determined by the authorities of the destination country. These amounts are outside the control of ONE DILEMMA and must be borne in full by the customer.

The amount charged on our website corresponds solely to the product purchased and the shipping costs indicated during the purchase process. Any additional charge applied at customs will be the sole responsibility of the recipient.

5. Returns Policy

One Dilemma seeks to ensure customer satisfaction. If a product arrives with a defect or does not match the requested size, the customer may return it and choose:

✅ An exchange for another product.
✅ A refund of the product amount.

Return costs are borne by the customer, who may choose their preferred courier. One Dilemma will not be responsible for customs costs in the case of international returns.

General Conditions for Returns

  • The maximum period to request a return is 14 calendar days from receipt of the order.
  • If the purchase was made from Spain, the customer may access our Returns Portal and complete the required information.
  • A return label will be generated automatically.
  • The customer must pack the product properly to ensure it arrives in the same condition in which it was received.
  • Once packed, they must go to a Correos office within 4 days of the return request.
  • At Correos, they must present the return label so that the parcel can be processed.

📩 For more information about returns, you can contact us at atencion@onedilemma.com.

6. Modification of the Shipping Policy

One Dilemma reserves the right to modify this Shipping Policy at any time, in order to improve the service or adapt to changes in current legislation.

Any update will be notified to customers through our official channels.

📅 Last updated: March 2025.