Política de reembolso

 We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@ome.design. 

Please do not attempt to ship a live, ready-made terrarium. We cannot accept returns on made terrariums or terrarium kits, but if you have any problems with these products please contact us.

Items that are sent back to us without request will not be accepted as returns. 

We aim to process returns within 10 working days.

We cannot provide return shipping labels, the customer must provide the funds for return postage. 

We cannot refund shipping fees or customs duties/fees incurred. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If a live item received dies within 3 weeks of your receipt of it, we can send you a replacement under the strict condition that you have followed the instructions provided. It will be evident to us if instructions have not been followed. 

In order to provide a refund or replacement for a damaged item we require photographic evidence of the following:

1. The damages on the item itself 

2. The interior packaging 

3. The exterior packaging 

4. Any damages to the exterior packaging 

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as moss, flowers, or plants). Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns for completed terrariums. We aim to incubate our terrariums for at least two weeks prior to sale to ensure the plants have settled. Care instructions will always be provided, however, if plants or moss die in your terrarium within 3 weeks of receipt, we are happy to issue replacement plants or moss providing all care instructions have been followed.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

We do not explicitly accept exchanges.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Item Lost In the Post

If your item has not been delivered within 30 calendar days of it having been shipped, we will be able to process a refund providing we are unable to locate the item and the courier has made no attempts to deliver it. However, we, at our discretion, may be unable to process a refund if the courier informs us the item has been delivered to the correct address. In this circumstance, you will need to get in touch with the delivery company used. 

For international lost orders please allow for 25 working days - if after this point the item is not received, we will be able to process a refund. 

We reserve the right to refuse refunds if customers abuse our staff. 

Cancellations

If you wish to cancel an order before it's shipped - you must notify us via email to contact@ome.design within 24 hours of your purchase. If the order has already been processed within the 24 hour window, we cannot accept a cancellation.