Refund policy

🔄 Returns & Exchanges Policy

🧵 Made-to-Order & Customized Items

Each customized piece is crafted individually for you.
In accordance with EU Consumer Rights Directive (2011/83/EU), these items are exempt from the standard right of withdrawal.

This means we cannot accept returns or exchanges for made-to-order or customized items due to change of mind, preference, or sizing.
We will, however, accept returns if:

Your item arrives damaged or defective
You receive the wrong item

✅ Non-Customized Orders (EU Customers)

For non-customized items, customers in the European Union are entitled to the standard 14-day right of withdrawal.

You may cancel or return your order within 14 days of delivery without giving any reason.
To exercise this right, you must notify us at support@omnebrand.com before the withdrawal period expires.
Returned items must be unused, unworn, and in their original packaging.
Customers are responsible for return shipping costs unless the return is due to an error on our part.

Refunds will be processed within 10 business days of us receiving the returned item.

🌍 Non-Customized Orders (International Customers)

For non-customized international orders (outside the EU), we accept returns within 30 days of delivery.

Returned items must be unused, unworn, and in their original packaging.
Customers are responsible for return shipping costs unless the return is due to an error on our part.

Refunds will be processed within 10 business days of us receiving the returned item.

🚫 Exceptions

We cannot accept returns on:

Customized items (except in case of defect or wrong item received)
Items returned in worn, used, or damaged condition

💳 Refunds & Exchanges

Approved refunds will be issued to your original payment method within 10 business days.
If you prefer an exchange, we will recreate or resend your item (please allow 2–3 weeks production time for made-to-order pieces).

❗ Important Notes

Please review product descriptions and sizing carefully before placing your order.
Original shipping fees are non-refundable.

✂️ Repair & Care Service

At Omne we believe that true luxury lasts. Each piece in our collection is designed to accompany you for years, and we encourage mindful care and repair over replacement.

🧵 Repair Services

If your item requires a small repair (e.g., loose stitching, elastic replacement, minor seam reinforcement), we are happy to assist.
Repair services are available for a small fee, with costs depending on the type of work required.
Customers are responsible for shipping the item to and from our studio in Genoa, Italy.

🌿 Care Guidance

To help you enjoy your piece for as long as possible, we provide detailed Care Instructions with every order and on each product page. Following these guidelines helps protect the natural softness and beauty of TENCEL™ fabric.

✨ How to Request a Repair

Please contact us at support@omnebrand.com with:

Your order number
A description of the repair needed (photos welcome)

We will respond with a cost estimate and timeline.