Onceit Reviews 

Had ordered a product online then realised colour wasn't quite right, used the contact page to cancel that order whilst also placing another one... had a response on a friday evening at about 4.50pm after less than 10 minutes, order cancelled and refund processed immediately. Absolutely cannot fault that sort of excellent customer service from the OnceIT team, simply great work, one of the few other kiwis retailers doing good things in the eComm space, so many lack lustre players but OnceIt are leading the charge towards excellence.

Excellent customer service accidently pushed purchase and aske them to reverse it they did so no questions asked .

Best service ever! Bought several times from them with great price and A+++ customer services.

I made two orders of jeans from Onceit, and decided to return one pair from each order as I was happier with other pairs I got. I put these two pairs in the same bag as I was unaware this would be an issue. I printed out the returns form they ask for and I wrote the second returns number on the piece of paper as I thought that would be simple enough for them to follow. I then received a refund for only ONE pair of the jeans. I made contact with them about this and was asked to send over the return tracking for proof of delivery, which I thought I did, however, I sent over the incorrect one at first. They responded that it was incorrect and to contact NZ post since my parcel mustn't have been delivered to the correct place (bare in mind they already refunded me one item from this parcel, so this makes no sense). So I went ahead and followed up with the correct tracking. I have then gone back and forth with them over the last month or so, since it was delivered to them on July 11th, and they still refuse to refund me and claim there was no second pair. I mentioned in my email that whoever processed my refund in the first place clearly didn't do their job correctly if they managed to refund one pair but somehow lost the other pair. I then received two calls (which I missed due to lack of reception where I live) and a voicemail from the manager there, who I found to be very rude, claiming they have searched everywhere and there is no second pair, that I sent over the wrong tracking number even though I corrected this, and that no ones done their job wrong. Overall terrible experience with this company, have still yet to get my money back for an item I KNOW I returned and didn't appreciate the rude voicemail or the lack of information and answers that I have been provided through email. Have let them know I will be attempting to chargeback this purchase as its clear they won't be resolving the issue, they would instead rather make me feel like a liar when I know I'm not.

Amazing customer service, really went above and beyond to help me with an order that was received incorrectly.

Thanks so much!

Made many purchases through Onceit and never been disappointed! Awesome prices and communication. Highly recommend 👌

I have ordered many times from Onceit and the very few times I've received the wrong or incorrect item but it has always been fixed in such a quick and easy way, their customer service is fantastic. Not many companies give you any service these days so it's great to know you have a dedicated customer service team who are actually there to help and they do. Great stuff Onceit!

Customer support is brilliant! Staff response time was excellent and fixed my error. I will continue to be a loyal customer 🫶🏼

Phenomenal prices and service!
I have been shopping with Onceit since the very beginning. I have had only the best prices and more importantly the most amazing service when something didn’t go quite right. Danielle from their customer service team (NZ based) was superb to deal with, sorted out my issue right away. I will continue to shop with them.

Danielle in customer service was amazing, she was so patient and helped me out big time when I messed up my orders and sizing. Thanks Danielle, you’re a gem! 💎

Colour is running, onceit refunded the full price paid within 48hours of getting a response from them.

! Paid $69 Bianca Dress Leoni blue. Wore it today, literally the blue is running into the white just from my sweat! I want my money back!

I recently purchased a Glasshouse candle during a pre-order sale with shipping scheduled between May 2 and May 6. After placing my first order, I decided to buy two more in separate transactions, each incurring a $7.99 shipping fee.

I reached out to customer support to ask about combining the orders and refunding the additional shipping fees. While they explained that it wasn’t possible due to their dispatch process, I appreciated their prompt and transparent response. Although paying $24 shipping for three candles is a downside, the great sale price made it worthwhile.

It would be great if Onceit introduced a system to combine separate pre-orders, allowing customers to add items to their existing orders without incurring additional shipping fees. Many other online retailers offer this option through their customer support, and implementing a similar feature could encourage more purchases while enhancing Onceit’s already excellent shopping experience.

I always enjoy shopping with Onceit. They offer amazing prices on Glasshouse candles, an easy-to-navigate website, and a wide product range. Their same-day delivery service, which I’ve used before, has also been fantastic.

Was worried to try Once it, thinking it will be same experience like NZSale aka 0 communication, late delivery..etc
I was so surprised that my order came within 2 days (ordered on Sunday) and all amazing quality.
No issues with return, easy to reach them. Received answer within couple of hrs, not days like other eshops.
Love it!!! My new favourite!

Customer service is absolutely shocking. I sent them an email cancelling an expensive product I had purchased. What I thought was a king headboard and would fit in our room, turns out it’s a “special” type of headboard and is meant to be quite wider than a king bed. No other king head boards were those measurements. I should’ve looked at measurements of that particular one, just thought it would’ve been normal size like every other king headboard! I had emailed them before they shipped the item. As soon as they received the email they decide to quickly ship it! I called up the ph number and the girl I spoke to was no help at all and doesn’t care for her customers. They had time to cancel that order!!!

I Frequently purchase from onceit. its really great wensite

Received broken item. Emailed the team - and got it sorted within minutes!

Have been purchasing off Once it for years and never have any problems. There has been a couple of times I have mucked up my order, and the team have always come to my rescue and fixed the issue for me and provided a refund if need be. Also very fast shipping.

I was a long time user and have spent literally tens of thousands of dollars with onceit, but after a particularly bad customer service experience from Stella (ignored all questions and sent templates that had no relevancy to the situation.) I will no longer be using them and will implore others not to give this company your money. I believe they were doing this just to keep up the line of communication, but didn’t have the actual stock to supply what I had paid for and hoped that by ignoring me, I would go away.

I had to threaten to charge back my card after this person completely ignored my questions.

I also paid for diamond club which is to ensure you quick responses, the average wait time for a response was 4 working days. Unacceptable.

Service was very prompt, even though it was the day before Christmas day. The person I dealt with (Stella?) was very helpful and informative and even sent me the link so I could reorder my goods that NZ Post had damaged.

This company provides an efficient and unbelievably fast service! Even at crazy times of the year, this company delivers on its promises! I purchased on Wednesday (18th Dec) and it has arrived at my door this morning (10am Friday 20th Dec), well packaged and as described. Thanks so much, team!