FAQ's

Give back progam

How does your give back credit program work?

At DearOne Collective, we celebrate conscious choices! When you’re ready to pass on your gently used items, we invite you to give them back to us. In return, you’ll earn a % "Give Back Credit" based on the current value of your items. Once we receive and process your items, your store credit will be sent to you via email.

Do I have to pay shipping to return my give back items?

We aim to make participating in our Give Back program as easy and convenient as possible. That’s why we provide free waybills for you to deliver via Pargo. More information on the Give Back tab.

Where do I get a free shipping label for the pre-loved itens I want to give back?

Just complete your "Give Back form" and we'll email you a free Pargo shipment label.

When I send back my pre-loved items, how long will it take to receive my credits?

Your items will be processed once they are received at our storehouse. Please allow 5-7 days for your credits to appear in your email inbox.

What do you do with the items that I give back?

Great question! At DearOne Collective, our circular mission is all about extending the life of every item, ensuring it’s responsibly managed until the very end. When you give back an item, it’s thoroughly inspected for damage, carefully laundered, and mended before being added to our pre-loved collection. We guarantee that our pre-loved items are in like-new condition, ready for your family to enjoy. For any items that aren’t in saleable condition, we donate them via our DearOne Care Bags initiative or repurpose them to create nappy bags, blankets and other clothing items.

Do my give back credits expire?

Nope! Your credits never expire

How long do I have to give back my items?

We consider our "Give Back credit" to be lifetime credit, so there’s no time limit. You can return your items for "Give Back credit" whenever you’re ready.

FAQ's

Returns & Exchanges

Which items can I return?

All purchases from our DearOne Circular Store can be returned within 30 days of the purchase date.

Is there a fee to return my order?

Shipping charges are non-refundable, and a return shipping label fee will apply depending on your location. To initiate a return, click "contact us" or email us at hello@dearone-collective.com.

How do I create an online return?

To initiate a return, follow the easy Pargo return steps here, or email us directly at hello@dearone-collective.com.

FAQ's

Pre-loved Store

How does delivery work?

Please see our shipping & delivery page for more details.

When can I collect my order?

Located near our storehouse in Paarl? Enjoy free local collection!
If you choose to collect your order, we’ll notify you as soon as it’s ready. Collections are available on weekdays from 9am to 2pm.

We can’t wait to see you soon!

How do you clean your items?

We promise a "pristine clean!" Every Pre-Loved garment undergoes a rigorous “like-new” test, ensuring it meets our high standards. We use safe, state-of-the-art cleaning methods, and all items are laundered with SoPure Naturally.

SoPure Naturally products are carefully formulated with natural ingredients, avoiding harmful chemicals to ensure they're safe for both your baby and the environment. These eco-conscious products offer gentle yet effective cleaning solutions, aligning with our commitment to a healthier planet.

You can learn more about our Pre-Loved program here.

How do I contact someone for questions unrelated to a purchase?

We’re here to assist you! For any questions or support, click "contact us" or email us directly at hello@dearone-collective.com.

Our Customer Service team is available Monday to Friday, from 9am to 5pm SAST.