Refund policy

We are committed to ensuring your satisfaction. In the event of an issue with your order, please read our refund and return policy carefully before contacting us.

1. DAMAGED OR DEFECTIVE PRODUCTS

If you receive a damaged or defective item, we will replace it free of charge, subject to the following conditions:

  • The item is defective, damaged, or broken upon arrival.

  • The package was lost in transit.

  • Reporting Period: You must contact us within 48 hours of receiving your order by emailing hello@ohmymaille.com.

  • Required Proof: Attach a clear photo of the item showing the defect, as well as its original packaging.

Our team will analyze the photos before approving a replacement. Oh My Maille reserves the right to refuse a replacement or refund if the above criteria are not met.

WARNING: Any package that is visibly damaged or opened must be refused at the pick-up point / Bpost point / with the mail carrier. Once the package is accepted, responsibility shifts to the customer, and no claims can be processed in this regard.

2. RETURNS AND REFUNDS

In accordance with the Belgian Code of Economic Law, we accept returns within 14 days of receipt, provided that:

  • The product is brand new, unused, and in its original packaging.

  • The item has not suffered any damage due to improper care (machine washing and tumble drying are strictly prohibited).

  • The return is sent to the following address: FMA Concept SRL, Esplanade Simone Veil 1, 4000 Liège, Belgium.

  • Return shipping costs are the exclusive responsibility of the customer.

Exclusion Cases (in accordance with the law): We cannot accept returns, exchanges, or refunds in the following cases:

  • Products made to your specifications or clearly personalized.

  • Products that have already been used or washed.

  • Products purchased during sales or promotional periods.

  • Change of mind after purchase (outside the exercise of the right of withdrawal for new, standard products).

3. CUSTOMER RESPONSIBILITY & DELIVERY

Before finalizing your order, please ensure that all your information is correct (address, phone number, email). In the event of an address error or missing information:

  • The customer must cover the additional costs for a new shipment.

  • For international orders, a valid phone number is mandatory.

  • Pick-up Point (Point Relais): If you forgot to select a pick-up point, contact us within one hour of your order. After this period, a pick-up point will be assigned automatically.

  • Tracking: You will receive a tracking number by email. Oh My Maille is not responsible if an email address error prevents you from receiving notifications.

4. UNCLAIMED PACKAGES

We recommend monitoring your tracking emails closely. If a package is not collected from a pick-up point or Bpost:

  • The costs for a new shipment will be the customer's responsibility.

  • Cancellations and refunds are not possible for this reason.

5. CANCELLATION POLICY

Once an order has been placed and the preparation or manufacturing process has begun, no cancellation is possible. Please check your cart carefully before validation.

6. LATE OR MISSING REFUNDS

If you are waiting for a refund approved by us and have not yet received it:

  1. Check your bank account.

  2. Contact your bank or credit card issuer (a processing time of 3 to 10 business days is common).

  3. If the problem persists, contact us at hello@ohmymaille.com.