At Omnicentrale, our priority is to offer you a pleasant shopping experience and products that delight you! We understand that sometimes things don’t go as planned. That’s why we’ve put in place a clear and fair returns and refunds policy, designed to make things easier for everyone, while protecting the interests of our small business.

Please take a moment to read the following points carefully. It will help you understand our processes and ensure that everything runs smoothly should you ever need to contact us.

1. Time limit for changing your mind (or Right of Withdrawal)

You’ve received your item but it’s not what you expected? No problem! In accordance with current legislation, you have a period of fourteen (14) calendar days from receipt of your order to exercise your right of withdrawal.

In order for us to process your request with a smile, it is essential that the item is returned to us in its original condition, new, unused, unwashed, unaltered, with all tags, packaging and accessories intact. Unfortunately, if the item shows signs of use or damage, we will not be able to accept the return and it will be sent back to you at your expense. Think of it as an item you’d like to receive yourself: perfect and ready to be loved by someone else!

2. Items excluded from the Right of Withdrawal

For obvious reasons of hygiene, safety or personalisation, some items unfortunately cannot be returned or exchanged. This includes, but is not limited to:

Please check these exclusions carefully before placing your order to avoid disappointment.

3. Returns procedure : Easy and structured!

If you would like to make a return, here’s how:

  1. Contact us first! Before sending any goods, please inform us of your intention to return an item by sending us a message via our contact form at [email protected]. Please include your order number, the reference of the item you wish to return and the reason.
  2. Wait for our instructions. We will then guide you through the procedure and the return address. Unfortunately, we cannot guarantee that your return will be processed without our prior instructions.
  3. Shipment at your expense. You are responsible for the cost of returning the item. For your peace of mind, we strongly recommend that you use a delivery service with tracking and insurance, as we are only responsible for the parcel upon receipt. Any parcel lost or damaged in transit will not be eligible for a refund.

4. Refunds : When and how?

Once we have received and checked your return (and that everything complies with our conditions!), we will proceed with the refund. The refund will be made using the same method of payment as that used for your purchase, within thirty (30) days of the date of receipt of the returned item and validation of its conformity.

Please note that only the price of the product will be refunded. Initial delivery charges are not refundable.

5. Defective or non-compliant products: We’ll take care of it!

Oh dear, a problem with your order? If the item you received has a manufacturing defect or does not conform to the description, contact us without delay at [email protected] within three (3) working days of receipt.

We will ask you for proof (photos, videos) so that we can fully understand the situation. We will assess the problem and, if the defect is proven and falls within our responsibility, we will then offer you an amicable solution, which could be an exchange, repair or refund (including reasonable return costs on presentation of receipts). We are committed to finding a fair solution for you.

6. Articles Lost or Damaged During Initial Transport

We pack our items with the utmost care! However, if your parcel arrives damaged or gets lost in transit, here’s how we can help:

7. General Terms and Conditions: Small Characters That Matter


We hope this policy is clear and fair to you. We’re here to support you and make your Omnicentrale experience a pleasant one!

The Omnicentrale team Date: 01/01/2025 E-mail address for the contact form: [email protected]