How can I contact customer service?

Our team is available Monday to Friday from 10 am to 1 pm and from 2 pm to 6 pm. To reach us, please use our contact form.

I sent a request, when will I get a reply?

We usually respond within 24 to 48 business hours. Response times may vary slightly during special promotions or the Christmas period.

If you haven’t received a reply after this time, please check your spam folder and contact us again via the form or our social media (Instagram, Facebook…).

I want to order a custom portrait, who should I contact?

We’d be happy to help! Send us your request directly here.

How do I access my order tracking?

Once your order has been validated and prepared by our warehouse, you will receive a shipping confirmation email. Simply click on “Track my order” in the body of the email to access the tracking of your package. You can also consult your tracking directly via your OMY account. To do this, log in by clicking on “My account” at the top right of our site, then click on “My orders”. Then simply click on the tracking number.

How long will it take for me to receive my order?

Delivery times vary depending on the shipping method selected and the destination country. To find out more about our carriers, delivery times, and rates, feel free to contact us [here].

I placed an order this weekend, when will you ship my order?

Our warehouse is open Monday to Thursday. Any orders placed from Friday to Sunday will be processed on Monday. In the event of a public holiday, the order is processed the following day as well.

I would like to modify the content or delivery method of my order, how do I do it?

Unfortunately, once your order is confirmed, we cannot add or remove items. Please contact us [here] so we can try to find a solution together.

I want to cancel my order, what should I do?

Once an order is confirmed, it is immediately processed and cannot be canceled. However, you can return your order once received and we will issue a refund. Please inform us via our contact page.

Is it possible to change the delivery date of my order?

Unfortunately, it is not possible for us to reschedule a delivery. Via Colissimo, if you are not present during delivery, your package is placed in your mailbox if its size allows it. Otherwise, a delivery will be rescheduled. If you are not present for the second visit, your order will be dropped off at a relay point near your home. For DPD, a date and time will be sent to you by email, you can then choose whether or not to modify it only from the DPD website.

What payment methods are available on your site?

We accept payments via credit/debit card and PayPal. For schools and public organizations, payment via Administrative Mandate is possible — please contact us via our contact page.

Is the OMY website secure?

Yes, the OMY website is fully secure. We never have access to your banking information.

Can I place an order by phone?

It is currently not possible to order by phone, as we are not authorized to access your banking information. Orders must be placed directly online. If you encounter any issues during checkout, please contact us via our contact page.

I have a promo code — where can I enter it?

After validating your cart, enter your code in the field called “Discount code” during checkout. Once your order is confirmed, the code can no longer be applied. Feel free to contact us via our contact page and we’ll help find the best solution.

How can I return a product purchased on your e-shop?

To return a product, please contact us via our contact page and include your full name, phone number, order number, reason for the return, and proof of the product’s non-conformity. We will send you a return label. The return must be made within 14 days of purchase. The product must be unused and in its original packaging.

I returned one or more items — when will I be refunded?

Our average refund time is 1 to 2 weeks. This may vary depending on the shipping time and the time it takes to receive and check the items at our warehouse.

How do I create an OMY account?

Click on “Log in” at the top right of our website, then select “Create an account”.

How can I access my account if I forgot my password?

Click on “Log in” at the top right of our site, then choose “Reset your password”.