FAQ
FAQ – OhMae Fashion
General Information
Where are you located?
We are based in Los Angeles, California.
Do you have a physical store?
OhMae is exclusively an e-commerce brand our full collection is only available online at ohmaefashion.com. We apologize for any inconvenience.
Do you sell wholesale?
At this time, we do not offer wholesale. You can shop our exclusive styles directly from ohmaefashion.com.
Careers
OhMae is a global e-commerce success story. Our culture is often described as “a high performance company, which gets s**t done & celebrates the wins!!”
Our mission is to make every woman feel powerful and amazing. We are expanding globally and are always looking for passionate talent to join our team.
Which countries do you ship to?
We offer shipping to most countries worldwide. Please see our Shipping Policy for a full list of destinations.
Orders
Order Confirmation
Once your order is received, you will receive a confirmation email. Didn’t get it? Please check your spam, junk, or promotions folder.
If you still cannot find it, please email us at info@ohmaefashion.com with your full name and order number. It’s possible the email address was entered incorrectly.
Order Changes & Cancellations
- Updating customer details (email, phone number, name): Please contact us immediately at info@ohmaefashion.com so we can update your information.
- Changing shipping address: Please email us right away with your correct address. If your order has already shipped, we cannot guarantee updates.
- Changing items (style/size): Please email us immediately. We cannot change shipping or payment methods. If your order has shipped, changes cannot be guaranteed.
- Cancelling an order: Email us as soon as possible if you wish to cancel. If your order has already shipped, cancellation is no longer possible.
Pre-orders & Early Access items
If your order includes both in-stock and pre-order items, the full order will be held until all items are ready to ship. For faster shipping, we recommend placing separate orders. Pre-orders cannot be cancelled.
Return to Sender
Orders returned to our warehouse as “undeliverable” will automatically be refunded as store credit (excluding original shipping charges). You may place a new order if desired. If this happens, please contact the shipping carrier with your tracking number for more details.
Incorrect or Damaged Orders
If you receive an item that is incorrect or damaged, please email us at info@ohmaefashion.com within 5 days of receiving your order. Include photos of the issue and your order number. We will provide instructions on the next steps. Return shipping fees are only covered if your return is pre-approved.
Shipping
Dispatch Timeframe
Due to high order volumes, please allow up to 48 hours for your order to be dispatched. Estimated delivery times begin once your order has shipped and you receive a tracking number.
Orders placed on weekends or public holidays (NSW Public Holidays) will be dispatched within 48 hours of the next business day.
Import Duties & Taxes
International customers may be charged import duties and taxes. These are not collected or pre-determined by OhMae they must be paid directly to the courier at delivery.
If you refuse to pay duties and your package is returned, you will receive store credit. Any return shipping fees charged to OhMae will be deducted from the credit.
Signature on Delivery
Most orders require a signature upon delivery. If you are not home, the courier may leave a card for redelivery. International customers can arrange a new delivery attempt directly with DHL.
Returns & Exchanges
Returns Policy
- Returns are accepted within 14 days of purchase.
- All returns are issued as OhMae Store Credit (no refunds).
- Items marked “FINAL SALE” cannot be returned unless faulty.
- Refunds are not given for change of mind or incorrect sizing. In the case of a faulty or incorrect item, a full refund will be issued.
Return Processing
- Refunds will be returned to the original payment method. If you used a gift card/store credit, that will be refunded first.
- Customers are responsible for return shipping costs. Original shipping charges are non-refundable.
Condition of Returned Items
- Items must be unworn, unwashed, with original tags attached, free of scents (perfume, detergent, etc.).
- Shoes must be tried indoors only, on soft surfaces, and returned in their original shoebox.
Exchanges
Returns are processed as store credit. You can use this credit to purchase a new item. For a faster exchange, we recommend placing a new order and then returning the unwanted item for store credit. We do not hold exchange stock.
Non-returnable Items
- Sale items (anything purchased from the sale section) cannot be returned or exchanged unless faulty.
- Hygiene & safety reasons: accessories, lingerie, swimwear (without hygiene sticker), and bodysuits are not eligible. Non-compliant returns will be sent back to you.
Faulty Returns
Please contact us within 5 days of delivery with photos and your order number. Without prior approval, return costs cannot be covered.
What qualifies as “faulty”?
- Manufacturing defects (e.g., ripped seams, missing buttons).
- Incorrect items shipped (wrong color, size, or style).
- Functional defects making the item unusable.
- Damage upon arrival due to poor packaging or mishandling.
Note: Minor imperfections such as loose threads, small marks, or slight color variations may not be considered faulty.
Return Timeframes & Late Fees
- Returns may take up to 21 business days to process.
- You will be notified via email once your return has been processed.
- Store credits are valid for 6 months.
- Returns received after 30 days will have a £5 processing fee deducted.
- Returns received after 35 days will be rejected and sent back to you. For exceptional circumstances, please contact info@ohmaefashion.com
Afterpay Returns
Returns will be processed according to our return policy. You must continue your payments with Afterpay as scheduled.
Shipping Costs Refundable?
Shipping costs are non-refundable unless the fault lies with us (e.g., wrong or faulty item). In that case, both the shipping and item cost will be refunded, provided the item is not a sale item.
Didn’t find your answer?
Please email us at info@ohmaefashion.com we’ll be happy to help!