Frequently Asked Questions
Do you have a question about delivery? Unsure about how to reset your password? Our Frequently Asked Questions provide quick answers to the most commonly asked questions. However, our Customer Services Team is never far away.
Yes, we do! After adding the items you'd like to buy to your basket, simply click 'Checkout with Paypal' on the bottom of the basket page.
You can pay your order via: Credit/Debit card (Visa, Mastercard, Maestro, American Express), Paypal, Bank transfer, and Credit notes. Our website doesn’t allow you to pay for items via instalments or cheques, but please contact our Customer Services Team to have more information.
Our website has been built to provide the best possible security. You're protected by full 256-bit encryption. We don't store any credit card details on our servers - so there's nothing for hackers to steal. Our site is continually updated and security tested every night. If you tick 'Remember my card details', we ask your bank for a special code that we can use to put transactions through in the future. This code only works for transactions between you and Omlet, and can't be used by a third party, making it safe for us to store on our servers.
To apply a promo code, you just have to enter it in the “Promotional Code” field in your basket. Please note you can only use one promo code at a time. Please contact our Customer Services Team if you have any difficulties processing your promo code.
If your payment has been declined please try to pay using a different method. If you are still experiencing issues with this, please contact our Customer Services Team who will be happy to help you.
Your invoice is sent by email via your order confirmation email. You can also find a copy of it on your Account page under “My Orders”.
Omlet does not offer any form of payment plan. All orders must be paid in full before they can be shipped.
We do offer a discount for NHS and military staff. In order to receive this we will need to see a photocopy of your ID for proof. Once we have this we will ask you to provide us with exactly what you want to order, as well as your full address and phone number so we can set up the order for you and apply the discount. We will then send you all of the order details and a secure payment link. Please contact our customer services team for more information.
Please find more information about payments here.
You’re welcome to place orders on our UK, French, US, German, Australian, Dutch, Italian, Danish, Irish, Norwegian, Swedish, Spanish or Polish websites, just adjust to your country’s shipping region and currency.
To change the website’s region and currency, go to the top right of the website page, click on the flag and change the country.
UK - English language, delivery to the UK, any EU countries and the rest of the World. Currency: £ (Pounds)
FR - French language, delivery to Metropolitan France, Belgium, Switzerland and Luxembourg. Currency: € (Euros)
US - English language, delivery to the USA only. Currency: $ (US Dollars)
DE - German language, delivery to Germany and Switzerland. Currency: € (Euros)
AU - English language, delivery to Australia only. Currency: $ (AU Dollars)
NL - Dutch language, delivery to Holland and Belgium. Currency: € (Euros)
IT - Italian language, delivery to Italy and Switzerland. Currency: € (Euros)
IE - English language, delivery to Ireland. Currency: € (Euros)
DK - Danish language, delivery to Denmark. Currency: € (Euros)
SE - Swedish language, delivery to Sweden.Currency: € (Euros)
NO - Norwegian language, delivery to Norway. Currency: € (Euros)
PL - Polish language, delivery to Poland. Currency: € (Euros)
ES - Spanish language, delivery to Spain. Currency: € (Euros)
You can add or remove items from your basket at any time before your order has been confirmed.
If you need to modify your order or cancel it after that, please contact our Customer Services Team as soon as possible.
If your orders haven’t been sent to our warehouses yet, please contact our Customer Services Team who will be happy to do this for you and process the refund of the extra delivery charges.
Your order is confirmed as soon as it appears in your Account / My Orders page.
You will also be sent a confirmation email with an order reference number, as well as a summary of the items in your basket.
If you haven't received a confirmation email within 30 minutes or so, check your junk or spam folders. Some email providers are more severe than others and may automatically delete our emails if they believe they are spam.
If your order is being shipped in multiple boxes, these can occasionally be separated from each other. We make sure that the boxes always leave Omlet together, but couriers can split the delivery up if for instance they do not have enough spaces on one van, or if some of the parcels do not reach the depot before the cut off time. Please be assured that all boxes will be on their way to you, but may be delivered by different vans at different times. You can check all of this information using the 'Tracking Numbers' link in your dispatch email or the 'Check your order status now' link in your confirmation email
You can always check the status of your order by clicking 'Check your order status now' in your confirmation email. If one or several of the items were out of stock when you ordered, this can potentially delay your order. Please contact our customer services team for all options.
If you want to add a VAT number to your order and receipt, please contact our Customer Service Team before you order and they will help you with this.
Delivery / Order Tracking
You can track your order by following the link sent in your confirmation email or by clicking on the “Track my order” link in your Account / My Orders page.
Once your order has been despatched from our warehouse you will receive an email with your tracking number. You just need to click on the link to track the delivery of your order.
If a product is in stock this will be clearly shown on the website. When you place an order those products are allocated to you, no one else can buy them. This is also true if a product is on pre-order. Occasionally there are inaccuracies in the exact stock levels and if a product you have ordered is not available to ship then you will be notified as soon as possible to either cancel, change your order or wait for the product to come back into stock.
We know how important it is to know when your order is arriving. For products which are out of stock but available on pre-order we will give an Estimated delivery date. This date is updated every day according to the latest information. The date can change for several reasons, including delays with production, delays with shipping from our production team to the warehouse team and customs delays. You can always check the status of your order by accessing your order status page and the Customer Services Team will always be happy to help too!
When you receive your Order Dispatch Email your products are on their way! Very occasionally our delivery partners eg DHL, DPD, FEDEX etc will miss their target delivery date to you. This can be for several reasons including parcel misrouting (a parcel might get sent to the wrong sorting depot and have to be sent back again), a delivery driver running out of time, exceptionally busy times of year like Christmas and bad weather delays. All our partners offer tracking so that you will be able to follow your parcel accurately so that you can at least plan around an order being delayed. Unless you have paid for an dedicated time slot delivery you will not receive compensation for an order that is delayed in this way.
You can find full information about our delivery prices and times on our Delivery Information page.
Return / Refunds
If you have a specific issue with one of our products, we'll always work hard to try and resolve it. However, if you really want to return an unused item in the first 30 days we'll always accept it back. No restocking fees. No return charges. No quibbles.
Please just remember to keep the original packaging to facilitate the return process with the courier and our warehouse.
We are only happy if you are happy! If, despite all of our quality assurance checks, there is still a slight defect with your product, please contact our Customer Services Team for assistance.
Don’t forget to send a picture of the product and defect in question – this will help us solve your problem as efficiently as possible!
We don’t operate a standard exchange service. If you want to order a product in a different size, a different design or another colour, just place a new order in our online shop and follow our returns procedure to send back the item you no longer wish to keep.
Refunds will be made within 48hrs of receipt of the items to the original payment method (eg the card you paid with or via PayPal). Please allow 10 working days for our warehouse to process the return and 3-5 working days for the payment to show on your account.
Creating an Omlet account is easy:
- Click the ‘Sign in’ button on the top right of any pages of our website (on your smartphone, you will find “My Account” in the menu).
- Click to “Register” under “New to Omlet”.
- Enter your email address on the registration page.
- Fill in your details in the required fields and confirm.
To log in to your Omlet account, click the ‘Sign in’ button on the top right of any pages of our website (if you are on your smartphone, “My Account” can be found in the menu).
Enter your email address and password, then confirm.
If you have forgotten your password, click on the ‘Sign in’ button in the top right of any page of our website and click the ‘I’ve forgotten my password’ link. You will receive an email that will assist you to reset it. You can also click on this link to reset your password.
You don’t have to register to place an order with us and can use the “Quick checkout” instead.
However, please note that it is easier for you to register to your account when placing an order, as you will have access to all your orders under the same account.
You can click on this link to sign up to our newsletter.
You will also be invited to sign up to our newsletter during the checkout, when placing your order.
If you haven’t received any of our invitations, try searching your spam/junk email folder, and adding our email address firstname.lastname@example.org to your address book/contacts list.
If you no longer wish to receive our newsletter, all you have to do is click the unsubscribe link at the bottom of every email we send you. If you experience any problems with this, please email email@example.com
You can save your shipping address to your account, so that you don’t have to type it in every time you make an order. You can also edit or delete saved shipping addresses.
Either action can be completed by going to the ‘Your Account/Your Addresses’ page.
You can do this by going to “Your Account” page and clicking “Your Details” or “Change password”.
Omlet’s Head Quarters are located in Oxfordshire, England.
Omlet is a direct to consumer company. We can design and offer you the best value for money this way. You can buy our products directly from our websites. Just visit the website of your country and place your order there, or feel free to contact our Customer Services Team.
If you are in Canada you can order Omlet products from www.fourlegsandwings.com
If you are in New Zealand you can order Omlet products from www.chooks.co.nz
Yes, all our packaging is recyclable.
Omlet products are designed and tested over many years by our in house product development team at our headquarters in Oxfordshire. The products are made by our production teams in Asia, and dispatched to our customers from our warehouses in the UK, US, EU and Australia.
The Omlet products have a 2 year warranty. If you have any concern or issue with one of our products, please contact our Customer Services Team and we will be happy to help.
Omlet designs products to perform perfectly and last a long time. As part of the design process different materials are considered and chosen according to how well they meet the requirements of the product. Pet housing needs to be made from a material that is safe, secure, comfortable and hygienic. Traditionally many pet houses have been made from wood but wood is very difficult to clean and often surfaces become unhygienic and the animal’s health and wellbeing suffers. Eglu’s are very easy to clean and you can safely use disinfectants on the surfaces to keep them spotless and safe for your pets to live in. As well as this Eglus are made from the highest grade materials to ensure long life. They are very functional, durable and user friendly so pets and their owners can enjoy using them for many years. We also make spare parts readily available so that our products are a long lasting, economical solution for pet owners. This is why some of our very first Eglus are still in use today, after 17 years!
If an Eglu does come to the end of it’s useful life it can all be recycled at a household waste recycling centre. The product will just need disassembling and sorting according to material type.
Yes we have really good instruction manuals and videos to help you build your product quickly and right first time! Visit our How To Build section for manuals and videos here. Our videos show you step by step how to build your Omlet product.
If you are an influencer and you think your followers would love to know about Omlet then please email firstname.lastname@example.org. Please include which product you are interested in trying and your channels and stats and we will get back to you.
In order to offer the best product at the best possible price, we do not offer trade accounts for reselling our products. Instead, we have a brilliant affiliate scheme for anyone who would like to promote Omlet products. You can receive a commission for every sale made through a unique link which you can place on your website, blog, social channel etc. Find out more here and sign up by logging in to your Omlet account.
You can become an Omlet Ambassador. You agree to promote our products to future customers. By becoming an ambassador, you can receive a 5% commission (excluding delivery costs and VAT) on each sale made by you thanks to a specific promo code. Please contact the Customer Services Team if you own an Eglu and want to know more about the advantages of becoming an Omlet Ambassador.
You can get in touch with an Omlet Ambassador. Choose the ambassador you want according to the product, and the location. You can then exchange by mail, by phone or even arrange a visit with the ambassador to discover the product. Find out more here. Please note: due to the current sanitary conditions linked to Covid-19, visits are strongly discouraged.