Explore our FAQ to find answers.

How can I contact customer service?

We are available Monday to Friday from 10 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. To write to us, please use our contact form.

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

We usually reply within 24 to 48 hours (business days). Response times may vary slightly during special offer periods or around Christmas.

If you have not received a reply after this time, check your spam folder and contact us again via the form or our social networks (Instagram, Facebook…).

Standard shipping is free for orders of 15€ or more in France and 35€ or more to the following countries: Belgium, Luxembourg, the 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 departments and territories (DOM-TOM) and certain specific territories), shipping costs are calculated automatically at checkout. The exact costs are always shown before you confirm your order.

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 “Track my order” in the body of the email to access the tracking of your parcel. You can also check your tracking directly through your OMY account. To do so, log in by clicking “My account” at the top right of our site, then go to “My orders”. Then click on the tracking number to access the delivery information.

How long will it take to receive my order?

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

I placed my order over the weekend, when will you ship it?

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

I would like to change the contents or the delivery method of my order, what should I do?

Once the order is confirmed, it is quickly sent to our warehouse. We therefore cannot guarantee that items can be changed or added. However, we invite you to contact us as soon as possible via our contact page so that we can check whether a solution is still possible. Please feel free to contact us directly here so that we can find a solution together.

I would like to cancel my order, what should I do?

Once confirmed, the order is immediately sent to our warehouse and can generally no longer be cancelled. However, in accordance with the legislation in force, you have 14 days after receiving your order to exercise your right of withdrawal. If you do not wish to keep your items, you can return them to us. Once we have received and checked the products, we will issue a refund in accordance with our return conditions. Please contact us via our contact page to start the procedure.

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

Unfortunately, it is not possible for us to reschedule a delivery once the order has shipped. With Colissimo and GLS, if you are not present at the time of delivery, your parcel is left in your mailbox if its size allows. Otherwise, a new delivery will be scheduled. If you are not present for the second attempt, your order will be left at a pickup point near your home. For DPD, a date and time slot will be sent to you by email, and you can then choose to change it or not, only from the DPD website.

What payment methods are accepted to place an order on your site?

Only payment by bank card and PayPal is possible. Associations and town halls can pay for their order by Mandat Administratif (administrative payment order). To do so, please contact us directly via our contact page.

Is the OMY site secure?

Yes, the OMY site never has access to your banking information at any point.

Is it possible to order by phone?

It is not yet possible to place an order by phone because we are not authorized to access your banking details. Your order must therefore be confirmed by you directly online. If you have any difficulty during payment, please do not hesitate to contact us via our contact page.

I have a promo code, where can I enter it to get the discount?

Once your cart is confirmed, during payment, enter your promo code in the tab named " Discount code". Once the order has been confirmed, we are no longer able to apply a promo code. Please do not hesitate to contact us via our contact page so that we can find together the solution that suits you best.

How do I return a product bought on your e-shop?

To return a product, contact us directly via our contact page, stating your last name, first name, phone number, order number, reason for the return, and proof of the alleged non-conformity of the product. We will send you a return label. The product must be returned within 14 days of purchase. The product must be intact and in its original packaging.

I sent back one or more items, how long will it take to be refunded?

Our refund time is on average 1 to 2 weeks. This time may vary depending on the delivery of your parcel and the time needed for our warehouse to receive it and check the condition of the products.

How do I create an OMY account?

Click “Log in” at the top right of our site, then click “Create an account”.

How do I access my account if I have lost my password?

Click “Log in” at the top left of our site, then select “Reset your password”.

I can't log in to my account, what should I do?

Contact us directly via our contact page so that we can find a solution together.