Frequently Asked Questions

Medidas Covid

Stock:

We do a rigorous daily cleaning in our warehouse and we disinfect the garments with products with a disinfectant effect as well as the order boxes.

Safety:

Our transport companies have adapted their processes to guarantee the safety of deliveries.

Shop

In which countries can I buy online?

We ship to all of Europe, The United States, Canada, South America and Australia. If you want to know more about shipping costs, see our rate table.

In what languages can I navigate?

At the moment, you can navigate in Spanish and English.

You have access to the language change in the upper right part of the main menu, and at the bottom, in our “footer”.

Are products that are out of stock replenished?

We are sorry that the item you want is out of stock.
We work with small collections and limited stocks, to avoid the negative impact of overproduction. It is possible that the product you want will not be restocked.

Si necesitas saber si un producto va a volver, te recomendamos que envíes un e-mail a info@omthebrand.com. We will respond to your query as soon as possible.

Can I reserve a product?
We do not make product reservations.
How can I contact Customer Service?

We will be at your disposal through these channels:

By phone at 963 155 293
Whatsapp at 679 706 346
– Sending an email to info@omthebrand.com

Customer service hoursare Monday through Thursday from 9am to 6pm and Friday until 2.30pm (CEST).

Where can I insert a discount code?

In Step 1 of the purchase process (MY PURCHASE) you can insert the discount code in the box “Do you have a promotional code?” and click to validate.

*Remember that promotional codes are not cumulative with other offers

Where can I buy a gift card?
You can buy a gift card in our online store.

Remember that both gift cards and vouchers do not expire!

Can I request a refund of the available balance?
No, the balance of the Gift Card or voucher cannot be refunded or exchanged for money.
Can I request a gift receipt?
For now it will not be available.
How do I know my size?

En cada ficha de producto encontrarás algunos consejos de cómo talla cada artículo, así como sus medidas.

Por otro lado, para orientarte aún más, puedes consultar la Guía de Tallas.

Si aun así, estás indecisa con la talla o necesitas que te midamos algún artículo, te recomendamos que te pongas en contacto con nosotros a través de whatsapp, o nos envíes un e-mail a info@omthebrand.com indicándonos el nombre o la referencia de la prenda y te ayudaremos en todo lo que podamos.

El horario de atención al cliente es de lunes a jueves de 9h a 18h y viernes hasta las 14:30h.

How can I find out about the composition of a product?

En todas las fichas de producto te indicamos tanto la composición, como el cuidado de la prenda.
Para más información, te recomendamos que visites la Guía de Cuidados de las prendas donde hablamos de nuestros tejidos y símbolos de cuidados.

My Account

Do I need to create an account to buy?

Yes, you must register to be able to make your purchases online.

Create an account at OM the brand and enjoy all the benefits:

  • Check your orders and their status at all times.
  • Modify addresses, emails or other data.
How do I access my account?
You just have to click on the user icon at the top right of the web page and insert your email and password in the “Login” tab.
How do I reset my password?
Have you forgotten the password? Do not worry!

You must click on “Have you forgotten your password?” and enter your email address. You will then receive an email that will allow you to reset it again.

* We recommend that you check the spam or promotions folder.

How can I change my password?
Very easy!
You must enter your account and select ‘My Access Data’. Next, you must insert the current password, the new one and click on ‘Continue’.
Is it possible to delete my account?

If you want to delete your account, send an email to info@omthebrand.com with the subject “Unsubscribe”.

Is it possible to cancel an order?

It is possible to cancel an order as long as the package has not been prepared. You can request cancellation by phone or through info@omthebrand.com.

We recommend choosing the first option to get a response as soon as possible. If the order has left our logistics warehouse, we will not be able to manage the cancellation of the order.

You will have to make a return the moment it arrives. We’re sorry!

How do I make an online purchase?
You will see that the process is very easy and if you need help you just have to contact the team:

  1. Choose the items that you like the most and add them to the shopping cart, making sure that the size and color are correct.
  2. If you click on the shopping cart, you will know the number of products you have in your cart and the total amount. Transport amounts will be charged to you later.
  3. When you are done, click on the ‘process order’ link to complete your purchase.
    Remember that we have limited stock and that is why your basket is reserved for a limited time. After those minutes have elapsed, you can renew the counter or let other users buy the items.
  4. Choose if you want to pick up your order at a pick-up point with UPS, or receive it by mail at your home address (Standard or Express). Above all, make sure the shipping and billing addresses are correct.
  5. Once the purchase process has been successfully completed, check that you have received a purchase confirmation email. This e-mail will indicate the order number and the tracking number so that you can track your package.
  6. Now it’s our turn, and we get down to work so that you can enjoy your order as soon as possible!
How can I receive the newsletters?

Go to this link and complete the requested information. By subscribing, we will send you the latest news and trends of the brand.

First, you will receive an email in which you must confirm said subscription. You will then receive another email with the welcome code. Of course, keep in mind that it is not immediate, several minutes may pass between the two emails, but it always arrives! By registering you will get a 10% discount on your next purchase.

* We recommend that you check the spam or promotions folder.

Can I unsubscribe from the newsletter?
Yes, you can unsubscribe from our newsletter in any of the received newsletters, at the bottom by clicking on: “We don’t like goodbyes, but you can unsubscribe “here”.
Can I request an invoice?
Of course, you will receive it attached to the email that confirms your order and you can also download it from your client area once the payment has been made.
Can I place an order by phone?

No, sorry, we do not have this option at the moment.

If you have difficulties in finalizing the purchase, please contact our customer service team at info@omthebrand.com or call us at +34 963 155 293 or you can talk to us on WhatsApp at number 679 706 346.

Customer service hours are Monday through Thursday from 9am to 6pm and Friday until 2.30pm. We will help you in any way possible!

Payment methods

Before finalizing the purchase, you must select a payment method. At the moment, we have the following:

  • Credit and debit card
For what reasons can my credit card be rejected?
The payment can be rejected by different options:

1. The card is expired.
2. Due to a typographical error.
3. For having exceeded the credit limit.
Alert! Due to the new Strong Customer Authentication Law (SCA) that came into force on January 1, to finalize your purchase it is necessary:

1. Enter your private area of the bank.
2. Review the payment information and authorize your purchase.
3. Once properly authorized, go back to the omthebrand website again to finish the process.
Important! Make sure you have received the confirmation email or that your order appears in the MY ORDERS section.

If the problem still persists, please contact our customer service team at info@omthebrand.com.

Customer service hours are Monday through Thursday from 9am to 6pm and Friday until 2.30pm.

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