# ohmycream-store-uk

> Public Help Center articles for ohmycream-store-uk.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [How to contact customer service ?](https://help.ohmycream.co.uk/en-US/how-to-contact-customer-service-256454.md): You have a problem with your order or have a particular request for it? We are available by mail at hello@ohmycream.com and during the day by chat from Monday to Friday from 8 am to 5 pm, directly on our website (click here to ask us) :)
- [I have a beauty question. Who should I talk to?](https://help.ohmycream.co.uk/en-US/i-have-a-beauty-question-who-should-i-talk-to-256455.md): We will be happy to help you! Write us a note at hello@ohmycream.com and we are also available by live chat during the day, from Monday to Friday.
- [I sent a mail to hello@ohmycream.com. When can I expect an answer?](https://help.ohmycream.co.uk/en-US/i-sent-a-mail-to-hello@ohmycreamcom-when-can-i-expect-an-answer-256456.md): We answer you within 24 to 48 hours, excluding weekends and holidays, where we will take note of your message the next day. The delays may vary slightly during offer periods or at Christmas time for example, when we are very busy. If you do not recei
- [Where can I receive a delivery?](https://help.ohmycream.co.uk/en-US/where-can-i-receive-a-delivery-256457.md): Oh My Cream.co.uk delivers exclusively within the UK, including the Isle of Man, Jersey and Guernsey.
- [How can I track my order?](https://help.ohmycream.co.uk/en-US/how-can-i-track-my-order-256459.md): Once your order is confirmed and shipped, you will receive a mail confirming the dispatch of the parcel. You will then have to click on "track my order". You may also check on the delivery by going in your Account, at the top right of your screen. Si
- [How long will my order take?](https://help.ohmycream.co.uk/en-US/how-long-will-my-order-take-256462.md): We dispatch within 48 hours. After that, the estimated delivery time depends on the shipping method you choose:. UK Standard UK Delivery: 2–4 working days | £5 (FREE for orders over £30)UK Express Delivery: 1–2 working days | £7 (FREE for orders over
- [I ordered something from you this weekend. When will I receive it?](https://help.ohmycream.co.uk/en-US/i-ordered-something-from-you-this-weekend-when-will-i-receive-it-256463.md): Our warehouse is open from Monday to Friday. Any order placed on a Saturday or Sunday is therefore processed on Monday. In the event of a public holiday, the order will be processed the following day. Please find below the shipping price and estimate
- [I would like to change my order.](https://help.ohmycream.co.uk/en-US/i-would-like-to-change-my-order-256464.md): It is not possible for us to add or remove any items from your order. If you wish to return one or more products after delivery, please go to Deliveries & Returns to find out about our return policy.
- [I would like to cancel my order.](https://help.ohmycream.co.uk/en-US/i-would-like-to-cancel-my-order-256467.md): Unfortunately, we are unable to cancel an order once it has been placed. If you wish to return one or more items after delivery, please visit our Deliveries & Returns section to learn more about our return policy.
- [I made a mistake with my delivery address. Can I change it?](https://help.ohmycream.co.uk/en-US/i-made-a-mistake-with-my-delivery-address-can-i-change-it-256465.md): Once an order is placed, we are unable to amend or cancel it. Please double-check your delivery address to ensure its accuracy.
- [I want to change my delivery method.](https://help.ohmycream.co.uk/en-US/i-want-to-change-my-delivery-method-256466.md): Once an order is placed, we are unable to modify the delivery method. Please review your selected delivery method to ensure its accuracy.
- [Is the parcel made from sustainable materials?](https://help.ohmycream.co.uk/en-US/is-the-parcel-made-from-sustainable-materials-3113470.md): As you would expect, as a small company that is anti-greenwashing and has sustainability as a core value, we do take all elements of how we pack orders very seriously. In this instance, we used corn-based bio-degradable 'packing peanuts' to fill our
- [Can I return an item bought online to one of your stores or vice versa?](https://help.ohmycream.co.uk/en-US/can-i-return-an-item-bought-online-to-one-of-your-stores-or-vice-versa-256602.md): Any product bought online needs to be returned to our warehouse and any product bought in one of our stores needs to be returned to the store it was purchased from. Our online customer service team cannot deal with store related issues and our store
- [I have returned an item. When will I be reimbursed?](https://help.ohmycream.co.uk/en-US/i-have-returned-an-item-when-will-i-be-reimbursed-256608.md): Our reimbursing delay is usually 1 to 2 weeks. These times may vary depending on the delivery of your package and the time it takes to receive/check the condition of the products at our warehouse.
- [How can I proceed a return?](https://help.ohmycream.co.uk/en-US/how-can-i-proceed-a-return-1012212.md): You have 14 days from receipt of your order to return a product. The product must be intact, unopened and in its original packaging.To view our full returns policy and find the return address for online purchases, please visit the Delivery & Returns
- [How do I make a payment on your website?](https://help.ohmycream.co.uk/en-US/how-do-i-make-a-payment-on-your-website-256609.md): You may pay by card, Paypal or Shop Pay. For more information about our secure payment, please go here.
- [I have a promotional code. Where do I use it?](https://help.ohmycream.co.uk/en-US/i-have-a-promotional-code-where-do-i-use-it-256612.md): You may insert your promotional code in the checkout, at the step Delivery in the blank next to "Promo code".
- [I have confirmed my order but I forgot to add my promotional code.](https://help.ohmycream.co.uk/en-US/i-have-confirmed-my-order-but-i-forgot-to-add-my-promotional-code-256614.md): Once your order is processed, we unfortunately cannot add a promo code. Please reach us at hello@ohmycream.com so we can find a solution that fits you!
- [May I use several promo codes in a single order?](https://help.ohmycream.co.uk/en-US/may-i-use-several-promo-codes-in-a-single-order-256615.md): You cannot use several promotional codes in a single order.
- [May I have a Goodie Bag if I purchase one or several gift cards?](https://help.ohmycream.co.uk/en-US/may-i-have-a-goodie-bag-if-i-purchase-one-or-several-gift-cards-256616.md): No, you cannot have a Goodie Bag if your order contains one or more gift cards.
- [How to create an Oh My Cream account?](https://help.ohmycream.co.uk/en-US/how-to-create-an-oh-my-cream-account-256470.md): Click in the top right corner of our site on “My Account” and then click on “Create an Account”. Once you have created an account you will have access to all of your past orders, to your wishlist, to your personal information and to your beauty profi
- [How can I access my account if I have forgotten my passwords?](https://help.ohmycream.co.uk/en-US/how-can-i-access-my-account-if-i-have-forgotten-my-passwords-256471.md): Go to the login page and click “I’ve forgotten my password”. You will immediately be sent an email to create a new password.
- [I can no longer connect to my Oh My Cream account.](https://help.ohmycream.co.uk/en-US/i-can-no-longer-connect-to-my-oh-my-cream-account-256473.md): You may well not have created an account, even if you have ordered from us before. If this is the case you just need to create an account (it takes less than 1 minute). Go to the top right corner of the site and click on “My Account” and then “Create
- [How do I subscribe to the newsletter?](https://help.ohmycream.co.uk/en-US/how-do-i-subscribe-to-the-newsletter-256476.md): You may subscribed to our newsletter in the pink band on our homepage.
- [I would like to receive an invoice.](https://help.ohmycream.co.uk/en-US/i-would-like-to-receive-an-invoice-256477.md): You may download your invoice directly via the order confirmation email or in your customer account, in "my orders" section. Otherwise, send us an email at hello@ohmycream.com.
- [The Oh My Cream Club, what is it?](https://help.ohmycream.co.uk/en-US/the-oh-my-cream-club-what-is-it-256479.md): The Oh My Cream Club is our loyalty program that was launched in December 2024. To access it, you must have an Oh My Cream account and be subscribed to our Newsletter in order to receive all the benefits directly by e-mail. You will be able to redeem
- [How does it work?](https://help.ohmycream.co.uk/en-US/how-does-it-work-256494.md): You will be awarded of 1 point for every £1 spent, online or in store (spending is calculated with Tax and Shipping included). If you want to know more about how you can obtain points, please read this section. Points are awarded 14 days after purcha
- [How can I obtain points?](https://help.ohmycream.co.uk/en-US/how-can-i-obtain-points-256495.md): You will be awarded of 1 point for every £1 spent, online or in store (except if you pay by gift card) since 12th of April 2024. Also, if you leave a review on our website, you will be awarded of 10 points. You need to verify your mail if you leave a
- [How can I suscribe to the loyalty programme?](https://help.ohmycream.co.uk/en-US/how-can-i-suscribe-to-the-loyalty-programme-256531.md): You need to create an Oh My Cream account, register to our Newsletter and spend £100 over 12 months on our UK website in order to get your first discount.
- [Where can I find my available points?](https://help.ohmycream.co.uk/en-US/where-can-i-find-my-available-points-256532.md): You can consult your points on your account in the "Oh My Cream Club" section.
- [I can't find my points on my account, can you help?](https://help.ohmycream.co.uk/en-US/i-cant-find-my-points-on-my-account-can-you-help-256533.md): First, you need to check if you are able to see your online or in store order in the section "My orders". If so, you have to wait 14 days after purchase because they will appear as "pending" in your account during this time. Even if everything seems
- [Does my points can expired?](https://help.ohmycream.co.uk/en-US/does-my-points-can-expired-256534.md): Each point expires 12 months after it is earned.
- [How can I use my points?](https://help.ohmycream.co.uk/en-US/how-can-i-use-my-points-256535.md): You can redeem points and get discount (in store and online):. The offer will be available in the checkout through a dropdown list or if you are in store you have to ask to a staff member at the checkout. You can use your discount on all items except
- [Why do I have "pending" points?](https://help.ohmycream.co.uk/en-US/why-do-i-have-%22pending%22-points-256536.md): You have to wait 14 days after your purchase to be able to use your points. It's equivalent to the period of withdrawal.
- [How it works if I cancel all of my order or one item?](https://help.ohmycream.co.uk/en-US/how-it-works-if-i-cancel-all-of-my-order-or-one-item-256537.md): If you decided to return one or all your items, your pending points won't appear anymore.
- [On which items can I use my discounts?](https://help.ohmycream.co.uk/en-US/on-which-items-can-i-use-my-discounts-256538.md): You can use it on all items except limited editions (e.g. our Advent Calendar), facials and gift card.
- [Can I request specific samples?](https://help.ohmycream.co.uk/en-US/can-i-request-specific-samples-256617.md): We cannot satisfy each specific request but please make sure that the quality of our sampling is a priority for us. For each order, you will receive a generous, personalized selection of samples.
- [Can I have a sample before I place an order?](https://help.ohmycream.co.uk/en-US/can-i-have-a-sample-before-i-place-an-order-256618.md): We do not send samples on their own. You wish to try a specific product? Come meet us in our London Stores!
- [I would like to make an appointment for a treatment in one of your stores.](https://help.ohmycream.co.uk/en-US/i-would-like-to-make-an-appointment-for-a-treatment-in-one-of-your-stores-256621.md): Please click on "book a treatment" at the top left of your screen. You will have access to real time schedule and available slots ;-)
- [I would like to do a skin diagnosis on one of your stores.](https://help.ohmycream.co.uk/en-US/i-would-like-to-do-a-skin-diagnosis-on-one-of-your-stores-256622.md): Come and meet us in one of our stores, even without an appointment. Our skin consultation is free, and will always be!
- [Purchase in store delivered at home](https://help.ohmycream.co.uk/en-US/purchase-in-store-delivered-at-home-993926.md): If a product is not available in store, you can have it delivered to your home. If the product does not meet your expectation, you have 14 days to return it to the store and request for an exchange or a credit note.
- [What is the link between Naturisimo and Oh My Cream?](https://help.ohmycream.co.uk/en-US/what-is-the-link-between-naturisimo-and-oh-my-cream-1361318.md): Naturisimo.com and ohmycream.com are now the same company. The naturisimo.com website will continue operating until 19 May 2025, after which it will transition to Oh My Cream. Find all FAQ on this section.
- [I’m a Naturisimo customer — what will happen to my loyalty points?](https://help.ohmycream.co.uk/en-US/i%E2%80%99m-a-naturisimo-customer-%E2%80%94-what-will-happen-to-my-loyalty-points-1361332.md): Your loyalty account has now been transferred to Oh My Cream. At Oh My Cream you earn 1 point for every £1 spend, compared to Naturisimo 5 points for every £1 spent. As part of the transfer your current point balance has been divided by 5. So if you
- [Why am I subscribed to the Oh My Cream newsletter?](https://help.ohmycream.co.uk/en-US/why-am-i-subscribed-to-the-oh-my-cream-newsletter-1361340.md): As part of the acquisition of Naturisimo by Oh My Cream, and as mentioned in the email you received, your data has been transferred to Oh My Cream. If you wish to unsubscribe from our newsletter, please click on 'unsubscribe' at the bottom of our ema
- [May I receive more than one goodie bag?](https://help.ohmycream.co.uk/en-US/may-i-receive-more-than-one-goodie-bag-4443272.md): You can receive a goodie bag if you have spent more than €150 at Oh My Cream (excluding gift cards and delivery fees), limited to one goodie bag per person, per promotional offer.
- [Can I receive the goodie bag if I purchase one or more gift cards?](https://help.ohmycream.co.uk/en-US/can-i-receive-the-goodie-bag-if-i-purchase-one-or-more-gift-cards-4443273.md): No, you cannot receive the goodie bag when purchasing one or more gift cards (amount or treatment), even if your order also includes products.
- [Is my loyalty coupon valid for Black Friday deals?](https://help.ohmycream.co.uk/en-US/is-my-loyalty-coupon-valid-for-black-friday-deals-3470663.md): Coupons cannot be applied to Black Friday items. Black Friday deals are already heavily discounted, so additional promotional codes or coupons aren’t eligible for use on theses items.