Shipping & Returns

Shipping

Free home delivery on purchases over € 100 in the Peninsula.

In periods of sales and promotions, the delivery time may be longer than usual.

How long will my order take, what shipping options do you offer and what is the cost?

How do I make sure that I have made the purchase correctly?

Thank you for shopping at om the brand!

Once the purchase is made, you will receive a confirmation email to your email.

In the event that you don’t receive it (make sure before checking your spam / promotions folder), don’t worry. Get in touch with our customer service team at info@omthebrand.com and we will get back to you as soon as possible.

How I can keep track of my order?

Orders with home delivery.

You will receive an email with the tracking number so that you know the status of the shipment at all times.

States that may appear:

  • In process: we are preparing your order with great care in our offices.
  • In transit: your package has been picked up by the carrier and is in transit to its destination.
  • In delivery: your package is very close and you will receive it today.
  • Delivered: your package has been delivered to your home address. Enjoy it!
  • Temporary incident: something has happened with the delivery of your package. We recommend that you contact our customer service team by email, info@omthebrand.com or by phone at 963 155 293, and we will give you a solution as soon as possible.

Some details to take into account for the delivery of your package:

  • Saturdays, Sundays and holidays are excluded from the delivery times. National, regional and local holidays are respected, from where our warehouse & logistics center is located.
  • During periods of sales or promotions, deliveries may experience some delay and in-store deliveries may be temporarily unavailable.
  • Eventual delays in delivery could be due to various reasons, unforeseen circumstances, force majeure and if the delivery area is in rural or remote areas.

How does the delivery work and what to do if I am absent from my address?

In the event that you are not at home at the time of delivery, the carrier will contact you directly to arrange a delivery again.

In the event that it is repeated several times, the transport agency will return the order to our warehouse. We will send you an e-mail and we will give your no answer to this e-mail, due to the order cancellation and you will receive your refund within approximately 24h-48h.

For any questions, 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.

What do I do if I have not received my order yet?

If you have not received the order within the corresponding period, send an email to info@omthebrand.com indicating the order number.

We will find a solution!

Returns

You have up to 30 days from the date of purchase to exchange an item or return your order.

For the refund of your return shipping costs will be deducted. Check it here

Items whose label has been tampered with cannot be returned.

Make my return.

¿Is there anything that you did not like? Have you not chosen your size correctly?

No problem!
If the garment has not convinced you, you have up to 30 days from the date of purchase to return your order. You can make it, both of the complete order, as well as a part of it.

You simply have to request a return online to facilitate the collection and to be able to follow your package at all times.

  1. Request the collection.
    You can make a return request on our website, from the ‘My account >My orders’ section.
  2. Follow the steps.
    Help us to improve and indicate the reason for your return.
  3. Prepare and send.
    Let’s give our packaging a second life and use it to pack your items so that they arrive in perfect condition.
    Remember to attach the receipt or purchase confirmation to your shipment.
  4. Stick the shipping label on the package and that’s it!

Very important! Along with the item that you return to us, you have to attach the purchase invoice that we sent you along with your order.

Do you prefer to return it for free?

If you prefer to send us your package using another shipping method, we will leave you the address where to send us your return:

  • OMTHEBRAND.COM | online return
  • Calle de la Nave, 12, bajo derecha
  • 46003 Valencia
  • Telephone: 963 155 293
  • Whatsapp: 679 706 346

Very important! Along with the item that you return to us, you have to attach the purchase invoice that we sent you along with your order.

What are the conditions for returns?

In order for us to approve a return, the items must:

  • Be in perfect condition, unused, unwashed, with the exterior and interior labels.
  • The footwear must be in perfect condition.
  • Returns that do not contain the purchase receipt or order data may suffer delays.

You cannot exchange or return items:

  • Earrings: for hygiene reasons, returns of this item are not allowed.
  • Masks: for hygiene and safety reasons against the Covid-19 virus, this article does not allow returns.

Can I change the item?

We do not make changes. To make a change in size, color or model of an item bought in store, we will refund the amount and you can make a new purchase.

In what period of time will I receive the refund?

You will receive the refund within approximately 7 to 10 business days from the moment we receive your return in our logistics center. Keep in mind that the credit card payment always depends on your bank and it may take a few days for it to be reflected in the movements of your account.

Of course, the money always comes!

* In times of sales or promotions, the repayment terms may be extended.

What happens if my item has a tare?

Total guarantee!

If despite all our quality controls, your article presents any defect, contact our customer service team by email, info@omthebrand.com or by phone at 963 155 293and we will give you a solution in the as soon as possible.

IMPORTANT!

Please, attach photos of the defect of the item, this will help us a lot to offer you a quick and quality solution.

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