Order and Payment FAQs
Online Orders
How can I check the status of my order?
Once your order has been dispatched, you will receive an email containing a tracking link. Use it to follow your parcel at any time.
You can also sign in to your account and open My Orders, where every order and its status is listed.
Do you offer first-order / welcome discount
Yes. Sign up to our newsletter and we will send you a code for 15% off your first order.
The code applies to full-price products and excludes sets. It cannot be combined with other codes or promotions.
Do you sell Gift Cards?
Yes. Our digital gift cards arrive by email and can be sent to you or directly to the recipient, with a personal message and a delivery date of your choosing. Values run from £100 to £500.
We also offer treatment gift cards for our Mayfair Institute, redeemable against a session with one of our therapists.
Is gift wrapping available?
Every order arrives in Omorovicza packaging, ready to give. We do not currently offer a separate gift wrapping service.
If you are sending a gift directly, a gift card arrives by email with a personal message and a delivery date of your choosing.
When will I receive an order confirmation?
Your confirmation email arrives within a few minutes of placing your order.
If it has not appeared, check your junk or promotions folder. Should it still be missing, contact customerservice@omorovicza.com and we will resend it.
What if an item is out of stock?
Out-of-stock products cannot be added to your basket. Select Notify Me on the product page and we will email you the moment it returns.
If you would like a recommendation in the meantime, our Customer Service team will gladly suggest an alternative.
How do I use a promotion or coupon code?
Enter your code in the Discount Code box at checkout and select Apply. Your total updates before payment.
My discount code isn't applying at checkout
A code will not apply if it has expired, if your basket does not meet the minimum spend, or if it holds excluded products such as sets. Only one code may be used per order, and codes cannot be combined with loyalty points.
If none of these apply, send us the code and your basket details at customerservice@omorovicza.com and we will look into it.
Can I change or cancel my order once I’ve placed it?
Orders move to our warehouse quickly, so we are unable to guarantee a change or cancellation once an order is placed.
Contact us at customerservice@omorovicza.com as soon as possible with your order number. If the order has not yet been picked, we will do all we can to stop it. If it has already been dispatched, you are welcome to return it under our 30-day returns policy
What should I do if I accidentally placed duplicate orders?
Contact customerservice@omorovicza.com with both order numbers as soon as you can, and we will cancel the duplicate before it is dispatched.
If both orders have already left our warehouse, return the unopened one within 30 days for a refund.
What should I do if my order confirmation contains incorrect information?
Contact customerservice@omorovicza.com with your order number and the correct details.
The sooner you reach us, the more likely we are to amend the order before it is picked.
I can't remember what I previously ordered
Sign in to your account and open My Orders. Every order you have placed with us is listed there, with its contents and date.
If you ordered as a guest, contact customerservice@omorovicza.com with the email address you used and we will find it for you.
Payments
Which payment methods do you accept?
United Kingdom and European Union:
Visa, Mastercard, Maestro, American Express, Diners Club, Discover and UnionPay, along with PayPal, Apple Pay, Google Pay and Shop Pay.
Customers in the European Union may also pay by Bancontact, iDEAL or Wero.
How can I request or download an invoice for my purchase?
Your order confirmation email serves as your receipt, and every order is listed under My Orders in your account.
For a full invoice, including VAT and your billing details, email customerservice@omorovicza.com with your order number and we will send one to you.
Gift Cards
How can I purchase a gift card on your website?
Use the search bar and type in 'gift card' or open the Gift Card page, choose a value, and add it to your basket. Values run from £100 to £500.
At checkout you may send it to yourself or directly to the recipient, with a personal message and a delivery date of your choosing.
Do you offer digital gift cards, physical gift cards, or both?
Our gift cards are digital and arrive by email.
We also offer treatment gift cards for our Mayfair Institute, redeemable against a session with one of our therapists.
Can I send a gift card directly to someone as a gift?
Yes. Enter their name and email address at checkout, add a personal message, and choose the date you would like it to arrive.
How do I use my gift card during checkout?
Enter the gift card code at checkout and select Apply. The value is deducted from your total.
Any balance remaining stays on the card for a future order.
How can I check the remaining balance on my gift card?
The remaining balance is shown at checkout as soon as the code is applied.
To check it beforehand, contact customerservice@omorovicza.com with your gift card code and we will confirm it for you.
Do gift cards have an expiration date?
Gift cards are valid for one year from the date of purchase.
Can I use a gift card together with a discount code or promotion?
Yes. A gift card is a method of payment rather than a discount, so a code may be used as well.
Apply the discount code first, then the gift card against the remaining balance.
If I return an item purchased with a gift card, how is the refund issued?
The refund is returned to the gift card, keeping its value available for a future order.
Where part of the order was paid by card, that portion is refunded to the card.
What should I do if I lose my gift card or cannot find the email?
Contact customerservice@omorovicza.com with the name and email address used to buy the gift card, or the order number.
We will locate it and send the code to you again.
Are there any restrictions on using gift cards (e.g., sale items, bundles)?
Gift cards may be used on any product on this website, including sets and products on offer.
They cannot be exchanged for cash, or used at other retailers. Our online gift cards are for online orders. Treatment gift cards are redeemable at the Institute named on the card.
Can gift cards be used for international orders?
A gift card is issued in the currency of the store where it was bought, and is redeemed on that store – e.g £100 to £500 in the UK.
A card bought on our UK site may be used on any order placed there, wherever in the world it is delivered.
Subscribe and Save
What is the Subscribe & Save program?
Subscribe & Save delivers the products you use regularly, at the interval you choose, with 15% off your first order and every one that follows. Delivery is complimentary on every subscription order, whatever its value.
Manage, pause or cancel at any time in the Subscriptions section of your account, or contact customerservice@omorovicza.com.
How does Subscribe and Save work?
Set up regularly scheduled deliveries to unlock a 15% savings on products which you subscribe to.
To subscribe:
- Navigate to the product page.
- Select the size you would like to subscribe to.
- Click/tap the Subscribe and Save button.
- Choose the frequency with which you would like to receive your subscription.
- Checkout as normal.
How is Subscribe and Save billed?
The payment method which you have on file with us will be charged.
You can update your saved payment method at anytime in your account.
How can I make changes to my subscription?
Sign in to your account and open Subscriptions. From there you can change the product, the quantity, the delivery frequency, the next delivery date, and your address or payment details.
We email you before each delivery, so there is time to adjust. Changes made before your next billing date apply to that delivery. Our Customer Service team will gladly help at customerservice@omorovicza.com.
How do I amend my subscription delivery frequency?
Sign in, open Subscriptions, and choose delivery every one, two, three or four months.
We email you before each delivery, so if you are using a product more slowly or more quickly than expected, you can move the date to suit.
What if I want to cancel my subscription?
You can cancel or modify your subscription anytime by logging into your account.
Will I receive any discount on subscriptions?
Yes. You save 15% on your first subscription order and on every recurring order that follows.
Delivery is complimentary on every subscription order, whatever its value.
What are the benefits of the subscription?
Save 15% on every order, including your first.
Complimentary delivery on every subscription order, whatever its value.
Your products arrive automatically, at the interval you choose – every one, two, three or four months.
Points earned as usual with OMOCIRCLE.
Full control in your account. Skip, pause, change or cancel at any time, with no minimum commitment and no fee.
Can I update my delivery address?
Contact customerservice@omorovicza.com before your next billing date with your order details and your new address, and we will update your subscription for you.
Please note that changing the address in your account does not always change it on an existing subscription.
What types of payment are accepted for subscriptions?
Subscriptions are paid by credit or debit card, or by Shop Pay.
Recurring payments cannot be taken by PayPal, Apple Pay or Google Pay. Update your card at any time in the Subscriptions section of your account.
What if my subscription payment fails?
We will email you and try again over the following days.
Update your card in the Subscriptions section of your account to release the order. If payment does not succeed, your subscription is paused rather than cancelled, so nothing is lost.
Will I get free gifts with my order?
Seasonal gifts with a qualifying spend are not available on subscription orders. In their place, delivery on every subscription order is complimentary whatever its value, and the 15% saving applies each time.
Do I learn loyalty points on subscription orders?
Yes. Subscription orders earn points in the same way as any other order, provided the subscription is linked to your account.
Is there a minimum commitment period?
No. There is no minimum commitment, and no cancellation fee.
Cancel or pause at any time before your next billing date.
Can I combine subscription items with one-off items?
The 15% applies to the subscription product only. Anything else in the same basket is charged at full price.
Add both to your basket and check out as usual. Your subscription product then continues at the interval you chose.
Free Samples
How do I get Free Samples?
Choose two complimentary samples with every order.
Add them to your basket at checkout, before completing your order.
Can I request specific samples?
Yes. Choose up to two samples in your basket before completing your order.
The selection changes from time to time, so the samples shown at checkout are the ones we are able to send.
Tracking and Delivery
How can I track my order?
You will receive an email with a tracking link once your order is dispatched. The same link appears under My Orders in your account.
If your tracking has not updated for more than 48 hours, contact customerservice@omorovicza.com. We will check the status directly with our warehouse.
I've received an order reference but no tracking number yet.
Your order reference confirms we have received your order. Your tracking link follows separately, once the parcel leaves our warehouse.
Orders are dispatched within one to two working days. If longer has passed, contact customerservice@omorovicza.com and we will check the status directly with the warehouse.
Do you deliver to PO BOX locations?
We are unable to deliver to PO Box addresses, as our couriers require a signature.
Please give a full street address at checkout.
I've input the wrong shipping details, how can I change this?
Contact customerservice@omorovicza.com immediately with your order number and the correct address.
We will do all we can to amend the details before the order is picked. Once an order has been dispatched, the address can no longer be changed.
Discount Codes & Offers
I haven't received my welcome code
Check your junk or promotions folder first, as the code arrives within a few minutes of signing up.
If it has not appeared, contact customerservice@omorovicza.com with the email address you used and we will send it to you.
How do I apply my promotional code?
Enter the code in the Discount Code box at checkout and select Apply. Your total updates before payment.
Can I use multiple promo codes per order?
No. One code may be used per order, and codes cannot be combined with loyalty points.
If you hold more than one, use whichever gives the greater value. The other remains valid for a future order.
Can discount codes be used on products that are already on sale?
No. Codes apply to full-price products only.
Do discount codes apply to gift sets or bundles?
Sets, bundles are excluded from our welcome code, and are usually excluded from seasonal offers as well.
The terms of each offer state exactly what is included.
How can I receive exclusive discount codes through your newsletter?
Sign up at the foot of any page. You will receive 15% off your first order, along with our newsletter, member offers, new launches and skincare guidance.
OMOCIRCLE members also receive offers curated for their tier.
What should I do if my discount code is not working?
Check that the code has not expired, that your basket meets any minimum spend, and that it holds no excluded products such as sets. Only one code applies per order, and codes cannot be combined with loyalty points.
If all is in order, send us the code and your basket details at customerservice@omorovicza.com and we will look into it.
