Claims & Returns
We truly hope you’ll love your OMHU piece - but if something isn’t quite right, we’re here to help!
Claims
If you have experienced a fault or issue with your product, please submit your case through our Claims & Returns Portal.
When submitting a claim, we kindly ask that the reason for the claim is described as clearly as possible together with relevant photos of the products and labels on the boxes.
Once your form has been submitted, our team will review the case and get back to you within a few business days.
Before submitting a claim, we encourage you to visit our Maintenance & Cleaning page. Here, we’ve gathered care tips and guidance on cleaning, maintenance, and how your TEDDY naturally settles into its shape over time.
Please note:
- Claims related to delivery, transport damage, or missing packages must be reported within 48 hours of delivery.
- By signing the proof of delivery, you confirm that all packages were received and that they arrived in the expected condition.
Returns
You have a 30-day right of return from the date of delivery.
To initiate a return, simply submit your request through our Claims & Returns Portal.
Please note the following return conditions:
- Items must be returned in their original condition and original packaging.
- Return shipping costs are covered by the customer.
- You are welcome to try your product at home, similar to trying on a new pair of shoes or clothing, but we kindly ask that the item is not used beyond this. If the product shows signs of excessive use, a deduction in the refund amount may apply.
Please also note that individual components of an order cannot be returned separately. For example, if you would like a different cover or TEDDY bar color for your TEDDY, the entire sofa must be returned. Alternatively, additional covers or bars can be purchased separately to switch between different looks and moods.
If you wish to exchange your item for another color or configuration, we kindly ask that you submit a return request and place a new order for the desired item.
Need assistance?
For any questions regarding claims or returns, we're always happy to help!