Frequently Asked Questions

  • One.Surgery is a community interest company based in the UK, akin to a non-profit organisation. Therefore all revenues and company assets are dedicated towards sustaining our community projects, which are all dedicated to improving surgical care throughout the world.

    A lot of our income from our online shops helps support the costs of these growing projects.

  • We maybe able to offer custom sizing and designs upon request. For any customization not currently available on our website, please contact us via e-mail support@one.surgery to discuss your needs further.

  • For any queries regarding an order, please contact us at support@one.surgery with your full details and we will investigate this for you.

  • Each item ships with standard shipping options, depending on the size of the product and the quantity of the order – as well as the final destination.  Our shipping options include:

    • Standard shipping – up to 12 business days
    • Expedited shipping – up to 5 business days
    • Overnight shipping – up to 2 business days
    • International shipping – typically up to 21 business days*

    Delivery issues should be reported within two months of purchase.

  • Certain items can be shipped internationally – and depending on the destination location, customs and VAT may be applied.

  • You can cancel an order and edit the shipping address, as long as the order has not reached the order confirmed status. Once the order has been confirmed, no further details can be changed. Please contact us at support@one.surgery for further enquiries.

  • Our international network uses a variety of carriers, including:

    • UPS
    • USPS
    • FedEx
    • Royal Mail
    • DHL
    • DPD
    • India Mail
  • International shipments may take up to 21 business days in transit but are usually delivered within 1-3 weeks from the ship date through DHL.

    We have also experienced instances where an order may take upwards of a month to deliver. Not all tracking events may be represented in real-time, and this causes a shipment to appear stalled at a particular place/event. There are also other factors beyond our control that may extend the delivery window, including but not limited to:

    • Packages being handled by multiple carriers, when handed off to local carriers.

    • Local customs department processing time

    For these reasons, we are unable to guarantee a delivery date with certainty for international deliveries.

    Please contact us at support@one.surgery if there is a problem tracking your order.

  • If there are any concerns regarding your product, please email us at support@one.surgery with full details of your order.

  • If there are any concerns regarding your product, please email us at support@one.surgery with full details of your order.

  • Any item that you are not happy with can be returned to our office within 28 days of delivery for either a refund or exchange. To initiate this, please e-mail us at support@one.surgery for further details.