Refund policy
OUR RETURNS & EXCHANGES POLICY
We hope you will love everything that you order from us but if something isn’t quite right here is what you need to know.
You have 28 days from receipt of goods to return for an exchange or refund.
**Please note returns are subject to an returns fee of £3.99**
HOW TO PROCESS YOUR RETURN/EXCHANGE
Using our online returns portal is super simple!
Follow these steps to begin your return or swap:
Visit our portal HERE to process all UK returns and exchanges. Enter your email and order number (starting with a ‘#’).
Select the item(s) you would like to return.
Choose if you would like to Return, Exchange (Swap) or take a Store Credit for each item.
Drop off your package at your nearest EVRI Drop Off Point shown on the portal, showing the QR code on your mobile.
Your order is now on its way to our warehouse. Once received, our team will aim to process your return within 10 working days.
If you have have questions regarding returns please email hello@omnes.com.
GENERAL INFORMATION
All refunds and exchanges can take up to 10 working days to process once at our warehouse. All returns will be processed to the original method of payment. Exchanges will be sent out via standard delivery subject to availability. Once we have processed your refund you will receive a return confirmation email and funds will be returned via your payment provider within 3-5 working days.
We offer a 12% bonus for customers who opt for our Store Credit, this can be used in-store and online towards your next purchase. The Store Credit will be sent to you in the form of a virtual gift card that retains value.
Any products which are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded. If you believe your item is faulty please return your order stating 'Faulty' within the reason code. You will be prompted to provide attachments/images when completing your return.
We can only accept items which are returned clean, unworn and have all of their tags and original packaging. If our returns label is not attached, we will not be able to process your return.
**Please note that any orders which do not meet our conditions suitable for resale will be sent back to you.**
Late or missing refunds after 3-5 working days:
If you have received your refund confirmation and after five working days have not received your funds, please contact your payment provider. There can sometimes be a processing delay from your merchant. You can always contact us via hello@omnes.com for further support.
INTERNATIONAL RETURNS
Unfortunately we currently don't offer free exchanges or refunds for our orders placed outside of the UK - organising the shipment of any returns including costs associated are the customers responsibility. This is something that we are working on changing in the future.
Please reach out to our customer service team who can provide the correct returns address on hello@omnes.com.
Place the return form together with the item(s) you wish to return in a suitable bag/box, e.g the one you received from OMNES.
We advise using a recorded service as we cannot refund items that are lost in transit.
