Shop Policies

Alterations

If you've already received your order and need minor adjustments to your garment, we offer free alteration services. However, shipping costs will be the responsibility of the buyer unless the alteration is due to our error. Please ensure that your package is securely packed when shipping it back to us. We are not responsible for any damages that may occur if the package is not properly handled during transit.


Returns, Exchanges, and Refunds

As all items are custom-made and handcrafted from scratch, all sales are final. Please double-check your measurements before placing an order. To minimize any chance of disappointment, we highly recommend consulting with the designer to confirm all details, including clothing measurements, before purchasing. Each piece is crafted with care and is one-of-a-kind.

However, in specific cases, the following resolutions will apply:

  • If we are unable to ship to your country of residence, we will automatically issue a full refund and notify you via email.
  • If your item arrives significantly different from the product photos, you are eligible for a full refund. Once approved, refunds will be processed within 24 hours via PayPal.

Note: We do not offer full refunds for items that were received but are no longer wanted. Unwanted but undamaged items do not qualify for a refund.


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.

 

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@omi-omi.com.

 

Out of Stock Items

If the item you purchased is temporarily out of stock, your order will remain in processing while we notify you via email. At that point, you will have the option to:

  • Receive a full refund
  • Opt for store credit
  • Wait for the item to be restocked

If your item is permanently out of stock, we will automatically issue a full refund.


Import Taxes and Custom Charges

Buyers are responsible for any import taxes or customs fees that may apply. However, the likelihood of such charges is low, as most of our items are shipped individually to minimize customs fees.


Lost or Stolen Parcels

We are not responsible for lost or stolen mail. Please double-check that the shipping address you provide at checkout is correct. If you realize an error in your shipping details, contact us immediately—changes can only be made if the order has not yet been processed and shipped.

If tracking indicates that your package has been delivered but you have not received it, please allow a few extra days as postal services may experience scanning delays or misdeliveries. We recommend checking with your local post office or neighbors before contacting us. Since we provide proof of shipment and delivery confirmation, we cannot be held responsible for lost or stolen packages. Please be mindful of this before placing your order.


Shipping

All orders will be shipped to the address provided at checkout unless specified otherwise. Please ensure that your shipping address, contact number, and email are accurate.

If a package is returned due to an incorrect or insufficient address, we will attempt to contact you once. If no response is received within three days, we will not reship the order, and no refunds will be issued.


Payment

We accept the following payment methods:

  • International orders: PayPal, Japan Post Bank
  • Philippines-based orders: BDO, Chinabank, GCash, and Shopee payments

For pre-order items over 500USD, we accept payments in two ways:

  • 60% down payment
  • Full payment upfront

 

If you have any questions, please don't hesitate to contact us here or at info@omi-omi.com