FAQ

Please have a look at our frequently asked questions.

FAQ

Please have a look at our frequently asked questions.

Orders & Delivery

How do I place an order?

To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order.

When will I receive my order?

As all our items are handmade to order, please allow up to 10 business days for your order to be made and picked up by the courier. Once it is on its way to you, you will receive tracking info, along with the info of an estimated delivery date, via email. Please note that packages are not transported on weekends and local public holidays.

Do I need an account to place an order?

No, you do not need to be signed into an account to place an order. You do however need a valid email-address and contact information in the checkout. You always have the option to register an account in the checkout process so you can save your details for future purchases and keep track on previous orders.

What is a pre-order?

All handmade items are pre-order. However, if an item is specifically marked “pre-order”, it means that it might take some extra time, on top of our normal processing time, to get this item sent to you. The estimated time frame is 15-20 business days. If one of the items you’ve ordered is not yet available (pre-order), we will ship your order once all items are in stock.

Can I add products to a placed order?

Unfortunately we can not add products to an existing order, instead we recommend that you place a new order. If you get charged more than the total cost of delivery of the items all together then we will refund you the diffence.

Can I cancel or change my order?

In the event you wish to cancel or change your order, please contact us immediately. Once we start making your order we won’t be able to cancel nor make any bigger adjustments. Thanks for your understanding!

Why have I not received an order confirmation?

If an order was submitted, verified, and processed successfully, you should have received an automated order confirmation via email. If you have not received an order confirmation, please contact us so we may investigate this for you. It is possible that your order was unsuccessful, that the email address submitted by you was incorrect, or that the email has ended up in your junk folder.

Do you deliver to PO boxes?

Sendle cannot deliver to Australia Post owned properties, such as post offices, PO boxes, or parcel collect locations. A physical street address is required for all Sendle deliveries within Australia. Internationally, delivery to PO boxes may be possible through your global postal network.

What happens if I’m not home to receive my delivery?

If you are not home to sign for your parcel, Sendle will attempt to redeliver for free. If the parcel cannot be delivered again, it may be left at a local collection point. Collection points may include newsagents or service stations.

If your location does not have a nearby collection point to ensure safe delivery of your parcel, Sendle may opt to have your parcel returned to us and we will organize an alternative method of delivery.

If it’s safe to leave the parcel unattended and you know you won’t be home at time for delivery, you have the option to leave a special delivery note on the checkout page.

Payment & Security

What payment options do you accept?

At present we accept payments through PayPal, Stripe (you can pay with your credit card if you don’t have an account with any of these), and bank transfer.

Which currency is displayed on the website?

The currency used by default is Australian Dollar (AUD). However, depending on your location, the currency may change automatically to either US Dollar (USD), Euro (EUR), Pound (GBP), or Swedish Kronor (SEK). You may also manually change the currency in the menu on any mobile device.

OHMINME is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company, respectively.

Is my payment information safe?

Yes! Our website has SSL (secure sockets layer) encryption installed, which protects sensitive data such as your payment information. This is necessary for a safe online shopping experience. Look for the closed padlock (this means a secure connection has been verified) at the top of your browser window before typing in your credit card details.

Product Information

Where do I find information on sizing?

There is an individual product size guide displayed on each product page. Please contact us with questions if needed.

Where do I find product care instructions?

Product care instructions are displayed on each product page. There you can find both washing instructions and material composition.

How long does it take to make a product?

This varies between size and type of product. For a collar or harness it can take somewhere between 1 to 3 hours. A leash can take up to 4 hours to make. That doesn’t include tea breaks :)

Are your products stain and waterproof?

No – but for an extra cost we can treat the finished product with a water-based, eco-friendly spray made in Australia. This spray is non-toxic and and yields an invisible protective coating that repels water and stains and makes it easier to wipe off any dirt.

Other Questions

Do you use eco-friendly packaging?

Yes! We are very serious about reducing waste and avoiding plastic. We use 100% plastic-free compostable mailers made of cornstarch and sugarcane. Our boxes are recycled and recyclable, our paper tissue is recycled and biodegradable, our stickers are made of plants and printed with soy inks, and our beautiful cards and labels are locally handmade and earth friendly.

Where do you source your supplies from?

We love supporting local and small businesses as much as we possibly can. Hence why our products to some may seem a little pricey – the material cost is quite high! While most of our supplies come from small businesses throughout Australia, we get our beautiful 100% recycled cotton rope and sustainable aluminium buckles from Europe.

Do you want to collaborate on Instagram?

We’re always up for discussion with people and dogs who share our ethos. With that said – we can quickly tell if you’re in it for the ‘free stuff’ or wholeheartedly believe in our brand :)