Oner Active

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Payment

• Official US website: https://us.oneractive.com/
• Customer Experience / returns & withdrawal: [email protected]
• Privacy / data requests (GDPR): [email protected]
• Start a return (prepaid label portal): https://us.oneractive.com/pages/return-portal

Locations

Ordering from Oner Active in the US: shipping, duties, returns and contacts

Oner Active is a UK-founded activewear brand that ships to US customers from Germany. According to the company's own Customs, Import Fees & Local Sales Taxes page, "All prices on our US website are inclusive of all customs duties and tariffs. The price you see at checkout will apply local and state sales taxes. Any customs duties and tariffs on orders will be paid by Oner on behalf of the customer." The same page states "All our items are shipped from Germany," and warns that "orders to countries outside the UK or the European Union require custom clearance documents and may experience delays if held at a customs facility or the carrier's distribution facility."

That US-store policy is not repeated everywhere on the company's site: General Terms and Conditions section 9(3) states, "In case of shipment to a non-EU country your order might incur additional taxes or costs (e.g. customs duties). These will not be paid or invoiced by us but must be settled by you directly with the competent customs or revenue office." The two pages are not reconciled by the company; a customer charged duties on a US order should keep the courier's invoice and contact Oner Active's Customer Experience Team (below) citing the US Customs, Import Fees & Local Sales Taxes page.

The company's Shipping page lists one US service: Standard delivery in "6 - 8 Working Days" for $8.90 USD, free on orders over $90 USD, with a note that "delivery times may be extended due to local customs processing." The same page flags that "items discounted by 40% or more are marked as Final Sale and are not eligible for return or refund" — worth checking before buying a heavily discounted item during a sale.

Changing or cancelling an order: the company's help-center pages state plainly that neither is possible once an order is placed. "Can I change my order?" answers: "Unfortunately, it is not possible to change orders once they have been placed." "Can I cancel my order?" answers: "Unfortunately, it is not possible to cancel orders once they have been placed. You have the option to return your items, if you should be unhappy with them."

Exchanges: Oner Active does not offer exchanges. Its help-center page states: "Unfortunately, exchanges are not possible. If you need a different size or colour of an item, then we kindly ask you to return your item and to place a new order."

Returns: for eligible, non-final-sale items, the Returns page says to "submit your return within 30 days (45 days for Silver, 60 days for Gold & Platinum, 75 days for Diamond Loyalty Club Members) after receiving your package," in the original packaging, unworn/unused/unwashed, with tags attached; underwear must still have its hygiene strip attached and socks must be in their original packaging to be accepted, and "damaged, worn or dirty clothing won't be refunded." The Shipping page's Final Sale rule above applies here: items discounted 40% or more are not eligible for this return window at all. Customers start a return through the company's own return portal to get a prepaid shipping label; on US returns "you won't be charged return fees. The return costs are covered by us" — that covers shipping, separately from whether the item itself qualifies for a refund. Once an eligible return reaches the warehouse, the company says to "allow 5-7 business days for it to be processed and a further 4-6 business days for your refund to be issued to the original payment card."

The Returns page above is not the company's only public returns policy: the same Terms & Conditions page that names the contracting entities also carries its own returns clause, headed "We have a 30-day* returns policy. It starts on the day your parcel is delivered and the return day counts. Discounted or Outlet items are non-returnable and non-refundable (subject to your statutory rights)." with the footnote "*45 days for Silver & 60 days for Gold Loyalty Club Members" — naming only two loyalty tiers, not the Platinum and Diamond tiers the current Returns page lists, and marked "Status of the General Terms and Conditions: December 30, 2022," roughly three years older than the Privacy Policy's own "Effective Date: 23 October 2025." A separate part of the same Terms & Conditions page, covering the 14-day EU statutory right of withdrawal, states plainly, "You are responsible for the direct costs of the return of the goods" — wording the company does not reconcile with the Returns page's "FREE RETURNS" language above. Oner Active's site does not state whether that cost-bearing line applies only to the 14-day withdrawal right or also to the longer 30-75 day voluntary returns window; a customer unsure which policy governs their return should check both pages and contact Customer Experience before shipping an item back.

Faulty, wrong or missing items: Oner Active's help-center pages set out a procedure distinct from ordinary returns. "I received a faulty item" instructs: "If you have received a faulty item, please contact us immediately with the following information: Your order number[;] Pictures of the faulty item, the packaging and the delivery slip... Please only return the faulty item, if our customer care team asks you to." The "I received a wrong item" page uses near-identical wording ("please only return the wrong item, if our customer care team asks you too"), and "I am missing an item" asks customers to "double-check our order confirmation first and compare it with the items that have been delivered" before reporting a missing item with the same order-number-and-photos format.

OnerYou loyalty points: per the company's Loyalty Club FAQ, points usually post to an account immediately, and "in rare cases, it may take up to 24 hours"; points "are valid for 12 months from the date they're earned"; a minimum of "4.000 points are needed before you can turn OnerYou points into vouchers"; and "vouchers cannot be combined with promo codes (such as affiliate or athlete codes)." If an item bought using an OnerYou voucher is returned, the company says the points are "credited back to your account automatically," but the points originally earned on that purchase are forfeited.

• Email support: [email protected] (used for returns/withdrawal notices and general Customer Experience questions); the contact page states "We typically respond within 72 hours."
• Privacy/data requests: [email protected], per the company's Privacy Policy.
• Start a return: through the return portal linked from the company's Returns page.

None of this is legal advice; read your own order confirmation and the company's current policy pages (linked above) before assuming a specific charge, delay or denied return is wrong.

Company background: Krissy Cela and the Oner Active group

According to Oner Active's own About Us page, "Krissy Cela founded Oner Active in 2020 after she became a personal trainer and struggled to find flattering activewear that combined empowering colours with performance properties. She began by customising her own leggings and creating her own designs, before quickly realising there was a gap in the market for products made by women, for women who lift – and want to look good doing so!" The same page says the brand later "moves into its brand-new HQ in London," and that "Oner Active proudly boasts an 87% female workforce."

UK Companies House records show Oner Active UK Ltd (company no. 13189442) was incorporated on 9 February 2021, with its registered office at 230 City Road, London EC1V 2QY, and remains active. Its two listed officers, both appointed 9 February 2021, are Kristiana Cela (British) and David Kurzmann (Austrian), both Active Directors; Companies House does not itself state that Kristiana Cela and the brand's founder Krissy Cela are the same person, though the shared surname, appointment date and About Us page's founder narrative are consistent with that. Companies House's persons-with-significant-control (PSC) filing for the same company lists a single active PSC, Kristiana Cela (notified 9 February 2021, control: ownership of 25-50% of shares and voting rights, and the right to appoint or remove directors), whose place of residence is recorded as the United States; two further PSCs, David Kurzmann and Lukas Kurzmann (both Austrian, both notified 9 February 2021), are listed as having ceased on 31 October 2025.

Oner Active's own Privacy Policy names the wider group: "OA Group companies: Oner Active UK Limited (UK shop and operations); Oner Active USA LLC (US shop and operations)." Separately, the company's Terms & Conditions name Oner Active Austria GmbH, of Roemerstrasse 18, 6065 Thaur, Austria, as the contracting party for online orders ("these General Terms and Conditions (GTC) shall apply to all agreements signed between you and us, Oner Active Austria GmbH"), and the same page's US-facing "Oner NYC Community Store Opening Contest" official rules name the Sponsor as "Oner Active USA LLC, 303 Peachtree Centre Ave, Stee 600, Atlanta, Georgia 30303" — though that same contest's eligibility clause inconsistently refers to "Employees of Oner Active UK Ltd ('Sponsor')", so the company's own document is not fully consistent about which entity is named Sponsor. Searches of the Georgia Secretary of State and Delaware Division of Corporations business-name databases for "Oner Active" did not return a matching registration record, so a specific US state of incorporation for Oner Active USA LLC could not be confirmed independently.

Two US trademark applications for "ONER ACTIVE" were checked on USPTO's TSDR system. An older, stylized-mark application (Serial No. 90031906, filed July 1, 2020, for bags and activewear/footwear) was not filed by any Oner Active entity: TSDR lists its applicant/current owner as an unrelated company, Women's Best GmbH of Innsbruck, Austria, and shows it was abandoned on January 28, 2025 after no Statement of Use was filed following a Notice of Allowance. Separately, U.S. Registration No. 8,112,774 for the standard-character mark "ONER ACTIVE" -- filed September 13, 2024 via the Madrid Protocol and covering bags, apparel and footwear, floor mats and yoga accessories, sporting/fitness articles, and retail and fitness-education services -- was registered on January 27, 2026 and is listed by TSDR as "LIVE/REGISTRATION/Issued and Active." Its current owner of record is Oner Active Group GmbH, of Eduard Bodem Gasse 3, Austria — a third Austrian entity, distinct from the Oner Active Austria GmbH named as the contracting party in the Terms & Conditions and from Oner Active UK Ltd and Oner Active USA LLC; no source checked here states how these entities relate to one another.

That same NYC contest — open to legal US residents in the New York City metropolitan area, running September 14 to October 5, 2026 — offered a trip to attend the "ONER NYC store's Opening (exact date to be determined)," indicating the brand was preparing to open a physical retail location in New York as of this check.

Complaint and review record: USAComplaints, BBB and Trustpilot

Different sources track feedback about Oner Active differently, and this page reports each one separately rather than blending them into a single figure:

• USAComplaints: 0 complaints submitted about Oner Active on this site as of September 29, 2026.
• BBB: no matching Better Business Bureau profile was identified in bbb.org searches for "Oner Active USA LLC" and for "Oner Active" in Atlanta, Georgia, in the searches run on September 29, 2026.
• Trustpilot: a profile titled "Oner Active UK Ltd" (oneractive.com) shows a TrustScore of 3.9 out of 5 (labelled "Great" by Trustpilot) from 7,638 reviews. Trustpilot's own notes on the profile state the company has "no recent history of asking for reviews" (so Trustpilot flags that "reviews may not be representative"), that it has "replied to 61% of negative reviews," typically within two weeks, and that it "may use AI-assist with replies." One recent one-star review (September 17, 2026) described fabric-quality and dye-transfer complaints about a hoodie and cardigan; Oner Active's reply pointed the reviewer to its returns policy and offered to have its Customer Experience Team look into a resolution if tags had already been removed.

Because each source covers a different population, time window and methodology, none of these figures is added to or averaged with any other.

Is Oner Active Legitimate?

Oner Active is an operating activewear brand founded by Krissy Cela in 2020, with an identifiable UK operating company (Oner Active UK Ltd, Companies House no. 13189442, an active company registered at 230 City Road, London EC1V 2QY, with Kristiana Cela listed as a director; the company's own About Us page separately identifies Krissy Cela as the brand's founder, and Companies House does not itself state the two are the same person) and, per the company's own site, an Austria GmbH entity that is the contracting party on orders and a US LLC described as running its "US shop and operations." A search of the Georgia and Delaware business registries did not turn up a matching US state registration for that US entity, so that detail could not be independently confirmed. CourtListener searches for "Oner Active" and "Oner Active USA" found no lawsuits naming the company, and a CPSC SaferProducts.gov recall search returned no recalls for the brand. No matching BBB profile was identified in bbb.org searches for "Oner Active USA LLC" and for "Oner Active" in Atlanta, Georgia, no USAComplaints posts as of this check, and a Trustpilot TrustScore of 3.9 out of 5 from 7,638 reviews, with the company replying to 61% of negative reviews per Trustpilot's own figure. This page assigns Oner Active no rating, score, or "scam" label of its own — readers can weigh the shipping, duty, and return terms and the review record above for themselves, and are encouraged to read the company's own current policy pages (linked throughout this page) before ordering.

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