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Ombre

Complaints

If you notice a defect in a product — submit a complaint. We process it within 14 days.

How to submit a complaint?

  1. Write to info@ombre.com with your order number, a description of the defect and photos.
  2. Pack the product. Send the parcel with any carrier to the Packeta point: Packeta eCommerce GmbH, Postfach 3, Litschauer Straße 7, 3860 Heidenreichstein — and write the code 91889652 on the parcel. We do not accept cash-on-delivery parcels.
  3. Once received and checked:
    • if the defect is confirmed — a replacement with a new item (if available) or a refund. We do not repair products under complaint.
    • once the complaint is accepted, we also refund the shipping cost — based on the proof of payment you send us (e.g. the dispatch receipt).

What do we consider a product defect?

  • uneven or unfinished seams,
  • damage to the fabric not resulting from use,
  • colours that do not match the product shown on the website,
  • a damaged or faulty slider, zip or button,
  • size differences exceeding standard tolerances (+/- 2 cm).

We do not consider the following to be defects: slight differences in shade of natural fabrics (silk, linen) or natural creasing of the material.