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.

Is shipping free?

Standard shipping is free for orders over €35 to the following countries: Belgium, Luxembourg, Netherlands, Germany, Ireland, Italy, Sweden, Spain, Austria, Denmark, Finland, Latvia, Lithuania, Poland, Slovakia, Slovenia, Czech Republic, Estonia, Hungary, Iceland, Israel, Malta, Romania, Bulgaria, Croatia, Cyprus, Andorra, Bosnia and Herzegovina, Faroe Islands, Liechtenstein, Norway, Serbia, Ukraine, Portugal and Greece. For other destinations (United Kingdom, Switzerland, Monaco, French overseas territories and certain specific territories), shipping fees are automatically calculated at checkout. The exact shipping costs are always displayed before order confirmation.

How can I track my order?

Once your order has been confirmed and prepared by our warehouse, you will receive a shipping confirmation email. Simply click on “Track my order” in the email to access your parcel tracking information. You can also track your order directly via your OMY account. Log in by clicking on “My Account” at the top right of our website, then go to “My Orders”. Click on the tracking number to view the delivery details.

When will I receive my order?

Delivery times vary depending on the shipping method selected and the destination country. Estimated delivery times are displayed at checkout. Once your order has been shipped, you will receive an email containing your tracking number so you can follow its progress in real time.

I placed an order this weekend. When will it be shipped?

Our warehouse operates from Monday to Thursday. Orders placed between Friday and Sunday will be processed on Monday. In the event of a public holiday, orders will be processed on the next business day.

I would like to modify my order. What should I do?

Once your order has been confirmed, it is quickly transmitted to our warehouse. Therefore, we cannot guarantee any modifications or additions to your order. Please contact us as soon as possible via our contact page so we can check whether a solution is still possible.

I would like to cancel my order. What should I do?

Once validated, the order is immediately transmitted to our warehouse and generally cannot be cancelled. However, in accordance with applicable legislation, you have the right to withdraw from your purchase within 14 days of receiving your order.

If you do not wish to keep your items, you may return them to us. Upon receipt and inspection of the products, we will proceed with a refund in accordance with our return policy. Please contact us via our contact page to initiate the process.

Can I change my delivery date?

Unfortunately, we are unable to reschedule a delivery once the order has been shipped. With Colissimo and GLS, if you are not present at the time of delivery, the parcel will be placed in your mailbox if its size allows. Otherwise, a second delivery attempt will be made or the parcel will be delivered to a nearby pickup point. With DPD, you will receive an email with a proposed delivery date and time slot. You may modify this directly via the carrier’s 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”.