Returns
Returns and Refunds
STEP 1
Please contact customer service within 30 days of receipt. You will need your order number, this can be found on your order confirmation email. Please ensure your item is in the same condition that you received it, unused, and in its original packaging.
STEP 2
Should your item arrive damaged or something has gone wrong, please take a photo.
STEP 3
Pop your item in the post back to us, with the address provided by our advisor. Unfortunately we can currently only cover shipping costs if there is a problem with your order.
STEP 4
Your refund will be completed within 14 days of us receiving the return package.
Frequently asked questions
How do I make a return?
Contact customerservice@omorovicza.com within 30 days of receiving your order, quoting your order number. We will confirm the return address.
Send the product back unused and in its original packaging, and do keep your proof of postage. Your refund follows within 14 days of the parcel reaching our warehouse.
How long does it take to get a refund?
We refund within 14 days of your return arriving at our warehouse.
Your bank may take a further three to five working days to show the funds.
Can I return or cancel a purchase made from third party retailer or from your boutique?
Purchases made from a department store, spa partner or other retailer are returned to that retailer, under their own policy.
Products bought at our London or Budapest Institutes are returned to that Institute. We are able to process returns only for orders placed on this website.
I have had an allergic reaction to the product. Can I return it?
Contact customerservice@omorovicza.com with your order number, the batch code printed on the packaging, and a description of the reaction. We record every case and review it individually, and we will tell you what happens next.
What products are eligible for return under your policy?
Any product bought on this website, returned within 30 days of receipt, unused and in its original packaging.
For health and safety reasons we are unable to accept used skincare. Gift cards cannot be returned.
How long do I have to return an item after my purchase?
You have 30 days from the day your order arrives.
Contact customerservice@omorovicza.com within that window to begin your return.
Can I return a product if it has already been opened or used?
Health and safety regulations mean we are unable to accept used skincare.
If a product has arrived damaged, or is not what you ordered, contact us with a photograph and we will put it right.
Do I need to pay for return shipping, or is it covered by the company?
Return postage is at your own cost, and we recommend a tracked service.
Where there is a problem with your order, such as a damaged, faulty or incorrect item, we cover the cost.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item.
Please contact customerservice@omorovicza.com with your order number and a photograph of what arrived.
We will send the correct product and cover the cost of returning the item we sent in error.
What should I do if I need to return or make a claim on a purchase made at a partnered retail location?
If you made your purchase at a partnered retail location, any returns or claims must be processed according to the retailer's returns and cancellation policy.
Is it possible to exchange a product instead of requesting a refund?
We are unable to offer exchanges. Skincare cannot be returned to stock once it has been opened, for health and safety reasons.
Return the unused product within 30 days for a refund, and place a new order for the product you would prefer.
What should I do if my product arrived damaged or defective?
Take a photograph of the product and its packaging before anything else.
Email customerservice@omorovicza.com with your order number and the photograph within 30 days. We will arrange a replacement or a refund, and cover the postage.
Tracking says delivered but I haven't received it
Contact customerservice@omorovicza.com with your order number and we will look into it straight away.
It is worth checking with anyone else at the address first, and looking in any safe place or with a neighbour, as the courier's tracking will usually name where the parcel was left. Either way, do tell us. We will open an enquiry with the courier and stay with it until it is resolved.
