Shipping and Return
OM-SE is currently shipping to all European countries with PostNord / standard ground shipping. If you live outside Europe, we can arrange shipping upon request, except to North America, please contact us at firstname.lastname@example.org or via chat.
For express delivery, please get in touch via chat or email email@example.com
Delivery times are estimates and the usual shipping time is between 2 and 6 weekdays from the day you receive the Order Confirmation from us via email.
If shipping costs for your purchase apply, these will appear in checkout and in the Order Confirmation and will be charged together with your payment for the products purchased. Free shipping thresholds are applied upon checkout.
If your order consists of multiple products, we reserve the rights to make separate deliveries. Separate deliveries may be necessary if certain goods are delayed or out of stock at the time of ordering. We will ensure you are informed if your order is subject to separate deliveries. You will not be charged with additional delivery costs for separate deliveries.
We hope you will be completely satisfied with your order from om-se.com. However, if you are not, as a consumer, you may by law regret within 14 days (“the withdrawal period”) from the day you receive the items. You exercise your right of withdrawal by contacting us within the period of cancellation and, at your own expense, returning the goods to us within 14 days of notifying us that you regret your purchase.
Please contact our customer service at firstname.lastname@example.org for further instructions. Please include the Order Number in the email headline, and specify the products you would like to return in the email.
Returned items must be unopened, unused and in its original condition due to health and hygiene reasons. We reserve the right to refuse refund if items are non-saleable.
We always recommend that you try a new product on a small area of skin (for example on the hand) before use to see if you get any kind of reaction.
When returning an item, you should make sure that it is securely wrapped. You are responsible for the package/items until received by us. Keep the receipt from the courier and if applicable the track and trace number. Please be aware that shipping costs will not be covered by OM-SE if you return an item.
OM-SE will refund the amount of your purchase (a return handling fee of 6€ will be deducted from the refund) once the products have been received and processed by our Customer Service team.
We do monitor the number of returns made by customers and continued returns will be flagged and may, at our discretion, lead to the closure of your OM-SE account or future orders being refused. If this applies to your account, we will be in touch.
Duty of inspection and defects
When you receive your OM-SE package, please ensure to immediately examine the shipment in order to establish any faulty/defective products or incorrect items.
If your package has been damaged during transportation, we encourage you to not accept the shipment and contact OM-SE customer service right away.
If you experience any faulty/defective products or incorrect items when you open your package, we also kindly ask you to contact OM-SE customer service right away at email@example.com.
In the case of defects or imperfections, you may send your complaint to OM-SE before the product’s expiration date. However, we encourage you to make your complaint in a reasonable time after having discovered the defect/imperfection.
If a product is faulty/defective or OM-SE has delivered incorrect items, please contact our Customer Service via email: firstname.lastname@example.org. Please include the Order Number in the email headline.
When contacting Customer Service, you will be asked to provide to fill out a customer claims form regarding the issue.
Once our Customer Service team has received and processed the returned faulty/defective product or incorrect item, you will be notified via email. You will receive the refund of the purchase price and all delivery costs within 14 days from receipt of items by OM-SE, and to the same account as originally used for the purchase.
OM-SE reserves the right to reject complaints on products, which have not been used as intended or handled correctly. We do not accept complaints if more than 20% of the product has been used. If you have any questions about how faulty/defective products or incorrect items are defined, please contact us at customerservice@OM-SE.com.