Returns & Exchanges
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 submit a return for an exchange or refund.
**Please note, returns are subject to a returns fee of £3.49. However, if you would like to drop your return off at an OMNES store, you may do so without incurring a returns fee.**
How to process your return/exchange
Using our online returns portal is 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 DPD Point shown on the portal, with your label attached to your parcel.
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 [email protected].
General Information
Refunds and exchanges can take up to 10 working days to process once they have been received by our warehouse. All returns will be refunded 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 the funds will be returned via your payment provider within 3-5 working days.
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 listing 'Faulty' as 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 their tags and original packaging. If an OMNES returns note is not included in your parcel, this may cause delays with 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 as there can sometimes be a processing delay from your merchant. You can also always contact us via [email protected] for further support.
Store Credit
Credit returns are a way for you to get more for your money . We offer a 12% bonus for customers who opt for Store Credit.which 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.
- Select ‘Store Credit Return’ when processing your return on our returns portal
- FInd out the value of your Store Credit including an additional 12%
- Send your return back to us as usual via our courier
- Once your return is processed, your Store Credit will be sent to you via email
- Spend your extra money within 2 years of the credit being sent!
Store Credit Returns can automatically be generated for all UK customers within our returns portal. If you live in the EU or Internationally, please email [email protected] for assistance.
International Returns
We don't currently offer free exchanges or refunds for orders placed outside of the UK - organising the shipment of any returns (including costs associated) are the customers responsibility. As our business continues to grow and expand outside of the UK, this is something that will change in future.
Please reach out to our customer service team who can provide the correct returns address on [email protected].
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 are not able to refund items that are lost in transit.
*** Please note *** Where orders are paid for in your local currency, the exchange rate applies at point of order. Similarly, if orders are refunded in your local currency the exchange rate also applies. It is therefore possible that owing to fluctuations in currency conversion you may not receive the exact amount that was paid and could be higher or lower. Additionally, we do not charge fees for currency conversion though your card provider/bank may do so.
