It’s always best to choose a substitute when placing an order so we can easily substitute it out for you.
If you’ve selected substitutes, we’ll simply swap them out for your second option. If, however, you don’t select any substitutes at checkout and have not selected ‘No substitutes’, your personal shopper will reach out to you, and suggest an alternative. For items that were out of stock and no alternative was identified, your OneCart wallet will be credited with the amount you originally paid.
If you select that the shopper should choose substitutes for you, they’ve been trained to find the closest substitute and will select these without any contact with you.
If you prefer not to substitute your first preference, we will credit your OneCart wallet with the value of the unavailable item.
Your personal shopper will contact you over WhatsApp/In-app chat or will request one of our contact centre agents to reach out to you if you aren’t reachable.