Shopping Faqs

OnePlus Store FAQs
What to do if my parcel is lost?

If you feel that your parcel is lost or missing, please confirm if the courier has recently failed to contact you.

If yes, the parcel will return to the warehouse, and you can contact OnePlus Customer Support for further confirmation.

If not, feel free to contact OnePlus Customer Support within 24hrs-48hrs. We will carry out a full investigation to determine the next steps. Once we obtain all relevant information, it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

How to track my order?

You may track your order by checking the order status, then click "Track Order”, you will see the logistics track information.


You may also track your order by visiting the links below, depending on the courier used:





What to do if my parcel was damaged/ missing/wrong product delivery?

If you notice that your parcel is damaged/ missing/wrong product when you sign for it, please request the courier to make an abnormal remark on the POD. Please keep the original packag and contact OnePlus Customer Support within 24hrs-48hrs. When you contact us, be sure to attach the relevant pictures and evidence along with your claim. Once we obtain all of the relevant information, it will usually take 5 to 7 business days to process.

What should I verify before I sign for the parcel?

First, you should confirm the tracking information and the outer packaging, and check if there are any breakages or abnormal damage. Then, please open your parcel in front of the courier to confirm the quantity and model of merchandise and packing list. If there is anything abnormal, please contact OnePlus Customer Support. 

Do I need to pay customs or import charges for my order?

Normally, you don't need to pay extra fees. If you encounter a situation where you are asked to pay additional fees we strongly advise you to decline the payment. If you have already paid, please keep the invoice or evidence of payment and contact OnePlus Customer Support as soon as possible.

What if my parcel is returned to the warehouse?

Most of our couriers will make three attempts at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable, it will be returned to the warehouse. Once we received your returned parcel, we will process a refund to the original account which was used to purchase the item(s). If you have any questions, please do not hesitate to contact OnePlus Customer Support.

When will I receive my order?

All orders will be processed within 2 business days. Shipping times depend on the shipping method available in your region:

General regions: 2-5 business days for delivery (Subject to stock availability)

Remote regions: 5-9 business days for delivery (Subject to stock availability)

(Regions are up to the distance from the shipping warehouse)


Note: These shipping times are merely estimates. While we will try to deliver your order as quickly as possible, please note that the orders placed during promotional periods and special events may require longer shipping times.

How do I check the status of my order ?

After the package is shipped, you will receive a logistics tracking number by email or you can find it in the order detail.  Please check the logistics website to get the latest logistics status.

If there is no update or other issues, please send your feedback to OnePlus Customer Support

Where are the shipping warehouses?

There are two shipping warehouses, the Delhi warehouse, and the Mumbai warehouse. Shipping warehouse depends on the stock and distance."

What should I do if my tracking has not been updated for an extended period of time?

We suggest contacting the logistics company for the latest status. You may also get the reason why it's not updated. It would help you to get the information in the first place. If you need more help, don't hesitate to contact OnePlus Customer Support.

OnePlus offer customers the choice to pay with:

Oneplus Store accepts a variety of payment methods online, you can choose one of the following payment methods from PayU and PayTM:

1. Credit card issued by Visa, MasterCard, Diners, American Express

2. Debit card issued by Indian Banks

3. Unified Payment Interface (UPI)Including Google pay, Phone Pe, BHIM, PayTM, or you can add any UPI ID in PayU.

4. Easy Monthly Installments (EMI). We provide Cost EMI from time to time.

5.Net Banking

6. Wallet

7. PayTM

8. Google pay

What should I do if there is a payment error?

Please refer to the instructions in the error message - we have tailored them to be as helpful as possible in every scenario. If the error persists, try placing a new order or you could retry on the PayU checkout page or redirect to the Oneplus store to complete the payment. Common reasons for failed payments include: 

1. Online transactions have not been enabled

2. Transaction has been declined by the card issuer

3. Incorrect card details have been provided

4. Insufficient card balance

5. Too many payment attempts have been made.

What happens if my transaction failed but money debited?

It happens when there's a connection error between the payment gateway and your issuing bank, the full amount will be reversed within 7-10 working days. You can try to contact your issuing bank in the meantime.


Payments can fail for the following reasons:

1. You enter incorrect credit or debit card details, e.g. name on the card, card number, CVV, 3D secure PIN, and expiry date. 

2. In the case of an American Express card, your transaction can fail if the PIN code of your billing address is incorrect.

3. The card details you provide are no longer valid or need to be updated.

4. Your bank is going through an outage.

5. You close or refresh the page or press backspace while the transaction is being processed by your bank.

6. The connection between PayU and your bank fails due to some technical issues and the transaction cannot be completed.

7. Your card may be blocked for online transactions.

8. Your card is not currently accepted on PayU.

9. In Oneplus Store Order Timeout, when it takes more than about 15 mins to confirm an order, the application has to time out, and the order will be canceled.

Is it secure to make a payment on Oneplus Store?

Security is a priority at the OnePlus store and we make every effort to ensure that our transaction process is safe and that your personal information is secure. We have multiple safeguards to make sure your payment is safe and secure, all transmissions that include personally identifiable information are protected using the industry-standard SSL (secure socket layer) protocol encryption technology to protect against information loss and assure a secure and trusted experience.


Our online payment is integrated with India's leading payment gateway technology solutions provider, PayU, a PCI compliant company, which means that PayU is compliant with the global information security standards defined for organizations that handle secure information shared by credit/debit card-holders and net-banking information. OnePlus store will never store your card details, we only use the token provided by PayU to process the transaction.


1. Do Not Share Personal Information:

Oneplus store will never email or call you to ask you to disclose or verify your Oneplus store password, credit card or bank account number, or any other personal information. We also do not store your bank card information. If you are contacted or receive an unsolicited email that asks you for any of this information, disregard the request and report the incident to the OnePlus store for investigation.

 2. Identify False (Spoof or Phishing) Emails

If you receive an email asking you for personal information or directing you to a site other than the OnePlus store, or asking you to pay outside of the OnePlus store Marketplace, it could be a "spoof" or "phishing" email and should be considered as fraudulent.

Genuine OnePlus store emails come from an e-mail address ending in "". If you receive an e-mail in a different format i.e., you can be sure that it's fraudulent.

Some phishing emails contain links to websites that contain the word "Oneplus" somewhere in the URL but will take you to a completely different website. If you hover over the link you often can see the underlying URL which will be in a different format to those linked to within the Oneplus sites.

If you click through on a phishing email and are taken to a page looking like "Your Account" or anything that asks you to verify or change your details, you should consider it fraudulent.

How do I know if I am eligible to avail of a bank cashback, instant discount, and no cost EMI on a card?

Bank offer or No cost EMI will be available on the product page when it's offered. You could also see the offer details after you select a certain payment mode on the payment page. If your transaction is eligible for discounts or No cost EMI, a confirmation message will be displayed after you fill in the whole card number.

Does OnePlus offer the Cash on Delivery?

Unfortunately, Cash on Delivery is temporarily not available due to policy reasons. We will show the option with Cash on Delivery as soon as possible when it can be offered.

When will be the payment deadline after placing the order?

After placing the order, your item(s) will be reserved for 15-30 mins. You will have to place another order if the payment is not completed within 15-30 mins. Please note that stock availability will not be guaranteed if you missed the payment. 

How does OnePlus handle refunds? Are there different refund periods for different payment methods?

Unfortunately, orders can only be canceled prior to shipping.

If you refuse to sign the package after purchasing it on the OnePlus Online Store or fail to trade in your device, please wait patiently for the order to be returned to the warehouse and receive a refund. Once we receive the returned item, it will take some time to inspect the returned package, then a refund will be initiated as soon as possible and will be returned directly to the payment source.



The refund method depends on your original payment method:

1. If you paid with a credit or debit card, the refund will be sent to the issuing bank within 1-10 business days after the item is returned or a cancellation request is made.

2. If you pay with a non-card, like Wallet or UPI, the refund will be faster.

If you haven't received your refund after 10 business days, we suggest you contact your payment provider for details. If they are unable to help, please contact, we may be able to provide an ARN (Acquirer Reference Number) or screenshot to help your payment provider track your refund manually. Please note that the exact time to process your refund depends on the payment provider. 

Can I modify the address after the order is purchased?

Yes, you can modify the address once or cancel the order before the order is shipped, but you can only reject the order or try to request a courier change after the order is shipped.

Please go to the "My Orders" page, if the button is visible, go to "Edit Address".



*You can modify your shipping information once within 30 minutes after the payment has gone through

*If the Edit Address button is not visible then try the "Cancel Order" button on the "My Orders" page and place a new order.

*Orders without an "Edit Address" or "Cancel Order" button can be canceled simply by rejecting the package. The refund will be initiated within 24 hours after the product reaches our warehouse. Refunds will be returned to the payment source within 1 to 10 days of processing the request.

How to download the invoice?

Invoices can be downloaded after the order is shipped. Please go to the "Order Details" page, if the button is visible, go to the "Download Invoice" page.



*Due to many applications in the system, the "Download Invoice" button may not be displayed. Generally, it will be displayed on the page within 24 hours. If you cannot see the button, please contact OnePlus customer service support.

What is the warranty policy for OnePlus devices?

Please click here for details of the warranty policy.

What should I do if I accidentally place an order for the wrong product?

Unfortunately, we do not support returns or exchanges of products purchased by mistake. We only support the repair or replacement of products that are faulty or have defective hardware functionality. Please confirm the purchased product carefully before placing an order. You can try to cancel the order or reject the parcel once you find it is wrong.


Please click here to get the details of the Terms of Sales.

Can I modify my invoice?

Unfortunately, once the invoice is generated we cannot modify the invoice.

I get the replaced product and I need the new invoice with updated IMEI for repair in the future.

Please don’t worry, take the original invoice to OnePlus Service Center then we can check the replacement record in the system.

Do I need to pay shipping fee for purchases in OnePlus store?

Free shipping fee for orders over 499 rupees.

For orders not over 499 rupees, you should pay 49 rupees shipping fee.