Omni® Customer Service.
Let us help you with your query.

Need some guidance, have a question, or just fancy a chat about your favourite omni ® scents? We've got you covered in various ways: Chat with us: Online and ready to assist from 10am - 6pm. WhatsApp us: Message us on +447918432940 for another way to communicate with us. Email us: Reach out to hello@madebyomni.co.uk. You'll hear back within one working day. Call us: Ring us at +44 (0)20 8123 2797 for direct conversation. Your voice matters to us, so pick your preferred method and talk #teamomni

Dispatch time: We aim for a 2-4 working days window to send out your carefully handmade omni ® products. Tracking: Once dispatched, you'll get a tracking link via email, thanks to our partnership with Royal Mail. Handmade quality We take time to ensure each item from omni ® meets our high-quality standards. Occasionally, this might mean a slight delay in dispatch. We think you'll find it's worth the wait. Email alerts Be sure to check your spam or junk folders so you don't miss out on important updates about your order.

UK Shipping Standard Shipping: Your omni ® symphonies will reach you in 2-4 working days, free of charge. Express Shipping: Can't wait? Only 1-2 working days for £6, or free for orders exceeding £50. International Shipping Ireland: A 5-10 working days wait for £12, or free for orders over £75. Europe: Arrives in 5-10 working days for £14. Spend over £75 and your shipping is free. United States & Canada: Your scents travel overseas in 5-15 working days for £26. Orders over £100? Shipping's on us. Note We're committed to punctuality, but sometimes factors beyond our control can affect shipping times. Your understanding is much appreciated.

Can I modify my order after it has been placed? We begin processing orders as quickly as possible, which means there's a limited window for modifications. If you need to make a change, contact our customer service team within 2 hours of placing the order. After that, we can't guarantee any amendments. How do I cancel my order? If you have second thoughts, you can cancel your order within 2 hours of placement for a full refund. Reach out to our customer service team to initiate the process. After the 2-hour window, the order will enter the hand making phase and can no longer be cancelled. What happens if my cancellation request is after the 2-hour window? Once an order has entered the hand making phase, it can't be cancelled. However, you can return the unopened items within 14 days after receiving them, following our Returns Policy. I entered the wrong shipping address. What should I do? Oops! If you notice an error in your shipping address, contact our customer service team as soon as possible. Can I add items to my existing order? Due to our speedy order processing, adding items to an existing order isn't possible. You'll need to place a new order for the additional items. We'll add it to your original order and ship it together. How will I know if my amendment or cancellation has been processed? Once your request is processed, you'll receive a confirmation email. Please check your spam or junk folder if you haven't received it within a reasonable time.

Available Methods: Card Payments: Visa, Mastercard, Amex, Electron, Maestro. Digital Wallets: PayPal, Vyne. Gift Cards: Exclusively by omni ®. Online Security: Some transactions may activate 3D secure measures for an extra layer of protection, providing you the peace of mind you deserve. Buy Now, Pay Later: A Tailored Approach For those who prefer to extend their payment period, we're aligned with providers such as Klarna, Clearpay, Laybuy, and PayPal's Pay in 3. Opt to settle the bill after 30 days or in easy instalments. A Word of Caution: While we provide multiple payment methods for your convenience, we also advocate responsible spending. Information about each payment option is provided to keep you informed.

Available Options: Send Directly: Select the recipient and date, and we'll do the rest. Self-Gift: Email it to yourself and forward whenever you wish. Timeless Value Worried about expiration? Don’t be. Our gift cards never expire. Scheduled Delivery Pick the date you want the gift card to be sent - perfect for birthdays, anniversaries, or just because. Personal Touch Add a custom message to give your gift card that special touch. Account Balance Check your remaining balance easily, right from your omni® account. Promotion Compatible Use your gift card during sales and promotions for added value. Lost Email? No Worries Misplaced your gift card email? Contact customer support; we’ve got your back. Gift a luxurious omni ® experience effortlessly, and rest easy knowing the value will always be there when you're ready to use it.

Navigating the world of promotions just got easier. Below are answers to commonly asked questions about using promo codes at omni ®. What is a Promo Code? A promo code is a series of letters and/or numbers that can be applied at checkout to avail discounts on your purchase. How Do I Get a Promo Code? Joining the omni ® club, subscribing to our newsletter, or participating in our seasonal promotions are some of the most common ways to receive promo codes. Keep an eye on our social media channels for exclusive offers! How Do I Use a Promo Code? 1. Shop for your desired products and proceed to checkout. 2. On the payment page, you'll find a box labeled 'Enter Promo Code'. 3. Type or paste your code into this box and click 'Apply'. Can I Use Multiple Promo Codes? Unless otherwise specified, promo codes cannot be combined. You can only use one promo code per order. Do Promo Codes Expire? Yes, most promo codes have an expiration date. Make sure to read the terms and conditions for each promo code you receive. Can I Use a Promo Code on Sale Items? The applicability of promo codes on sale items varies. Please check the terms and conditions for each specific promo code. Are There Any Exclusions? Promo codes generally cannot be applied to subscription services or gift cards, unless stated otherwise. I Forgot to Apply My Promo Code. What Now? If you forgot to apply your promo code and your order is still in the processing stage, please contact our customer service as soon as possible for assistance. hello@madebyomni.co.uk My Promo Code Isn't Working. What Should I Do? If your promo code isn’t applying, make sure: 1. The code is entered correctly. 2. The code has not expired. 3. Your order meets the requirements stated in the promo code’s terms. If you still encounter issues, contact our customer support for assistance. Automatic Promo Codes: Hassle-Free Savings On select occasions, we run special promotions that automatically apply a discount to your cart—no code needed! These automatic promo codes offer a convenient, hands-free way to save. How It Works Add Items to Cart: Simply place the items you wish to purchase in your cart. Checkout: Proceed to the checkout page. Automatic Discount: Your discount will be automatically applied to eligible items, reducing your total price. Stay Informed To keep you in the loop, we'll announce these automatic promotions via our newsletter, social media channels, or directly on our website. That way, you won't miss out on any amazing deals. Things to Keep in Mind Exclusions Apply: Just like with regular promo codes, automatic discounts may not apply to subscriptions or gift cards. No Stacking: Automatic promo codes cannot be combined with other promo codes or offers unless explicitly stated

Personalise at Checkout Include your message and we'll make sure it gets to the recipient. Cost-Free Service Adding a gift message won't cost you a thing. Privacy Assured Messages are for recipients' eyes only. Quality Presentation Your message appears on the box or a handwritten note on kraft paper. Edit Window Need to tweak your message? Do it within 2 hours of placing your order. Add a personalised note to make your omni ® gift truly unique. All you need are the right words; we handle the rest.

Timeframe for Returns Return or exchange your items within 14 days of delivery. Eligibility For a valid return, ensure that: 1. Item is unused and in original condition. 2. Original packaging is intact. 3. Proof of purchase is included. Non-Returnable Items We cannot accept returns for: 1. Opened or used products. 2. Sale items or gift cards. How to Return 1. Email our customer service team to start the process. hello@madebyomni.co.uk 2. Repackage your item securely with original packaging and receipt. 3. Mail it to the address our team provides. 4. Await email confirmation on the status of your return. Refunds If approved, expect your refund within 3-5 business days to your original payment method. Exchanges For exchanges, initiate a return and place a new order for the desired item. Shipping Return shipping costs are your responsibility and are non-refundable. If you have questions, our customer service is here to assist. hello@madebyomni.co.uk