Returns & Refunds

We want you to love every OMMA order. If something isn’t right, here’s how returns work.

Changed your mind?

You can cancel your order within 14 days of receiving it, without giving a reason. Just email us at hello@omma.world with your order number and let us know which items you’d like to return. You then have 14 days to send them back to us.

What can be returned

• Tea and matcha — unopened, with the original seal intact. For hygiene and food safety reasons, we can’t accept tea or matcha once it has been opened.
• Teaware, accessories and merch — unused, in original condition and packaging.
• Sale items — can be returned on the same terms as full-price items.
• Gift cards — can’t be returned or exchanged for cash 

How to return

Please pack teaware carefully, as we can’t refund items damaged in transit back to us. Return shipping costs are covered by you, unless the item is faulty or we sent you the wrong product.

If you collected your order at OMMA Café, Brown Thomas, you’re welcome to return it there in person.

Refunds

We’ll refund your payment within 14 days of receiving your cancellation, including the original standard delivery cost. We may wait until we’ve received the items back before issuing the refund. Refunds go to your original payment method.

Faulty, damaged or wrong items

If your order arrives damaged, faulty or not as described, email us at kanako@omma.world within [14] days of delivery with your order number and a photo. We’ll send a replacement or a full refund, including delivery costs, and you won’t need to pay for anything.

This doesn’t affect your statutory rights as a consumer.

Wholesale orders

Orders placed through OMMA for Cafés are business orders and are covered by our wholesale terms, not this policy. For any issue with a wholesale order, contact us at hello@omma.world.

Questions?

We’re always happy to help: hello@omma.world