CUSTOMER CARE
Returns & refunds
If something is not right, start with a clear message. We can understand the issue more quickly when your order and product details are together.
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Returns & refunds
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Frequently asked questions
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Start with your order details
Contact OMB before sending a product back. Include the order number, the item name, what happened and the outcome you are asking about.
The current return conditions, time limits and any product exclusions should be checked before a real purchase. This guide does not establish a return window.
For a wrong, missing or damaged item
Keep the outer packaging, shipping label and product packaging. Take clear photographs that show the issue and the item you received.
Order number and recipient name.
Product name and the quantity affected.
A short description of the issue.
Photographs of the parcel, label and product where relevant.
Before returning a parcel
Wait for the return instructions and destination to be confirmed. Do not send a return to an address found on a product or social post without confirmation.
Ask which shipping method and documentation to use, and whether any cost or deduction applies. Keep proof of posting and tracking if a return is arranged.
Understanding a refund update
Keep the support reference and any confirmation you receive. The refund method, amount and timing depend on the applicable order and payment arrangements.
If you need an update, reply with the existing order and support reference rather than sending sensitive payment details.
A reaction or product concern
Stop using a product if it causes irritation. Check the current packaging and seek qualified advice when needed. Contact us with the product name and relevant order details for shopping-related help; product support cannot diagnose a skin condition.
Still have a question?
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