Customer Support

PRODUCTS & FITS

DO OHM SHOES RUNS TRUE TO SIZE?

Our shoes are designed for relaxed fit. So always order your true to size.

WILL MY SHOES STRETCH?

OHM genuine leather shoes will strech little to give more comfort and adapt the shape of feet.

HOW TO MAINTAIN OHM NEW YORK PRODUCTS?

You will find all of the maintenance recommendations in each product page through the material and care link.

WHERE TO BUY AN OHM NEW YORK PRODUCT?

OHM New York products are sold exclusively through Authorized Retail stores network around the world. OHM New York products are also available on ohmnewyork.com or by phone via our Customer Services at 1-888-517-1634

RETURNS & EXCHANGES

WHAT IS OHM NEW YORK RETURN POLICY?

30-Day Guarantee Return

At OHM New York, we want you to love your purchase. If you're not satisfied, we offer a 30-day return window from the date of purchase for eligible items.

We gladly accept returns of merchandise that is:

  • New, unworn, and unwashed
  • Unaltered and in resalable condition
  • With original tags attached
  • In original packaging with all components included
  • Accompanied by an OHM New York receipt, invoice, or gift receipt

Returns that do not meet these criteria may not be accepted.

Items Not Eligible for Return

The following items are final sale and cannot be returned or exchanged:

  • Custom-made or personalized products
  • Sale or clearance items
  • Gift cards or merchandise credit

If you believe your item is defective, please contact our customer service team.

Start Your Return Online

OHM New York offers a quick and easy online return process.

Follow the steps on our return portal to select the item(s) and print your prepaid shipping label.

Mail-In Return Instructions

  1. Visit the Return Portal and select the item(s) you wish to return.
  2. Pack the item(s) securely in the original packaging.
  3. Include the original packing slip or gift receipt.
  4. Attach the prepaid return label provided.
  5. Drop off the package at the designated carrier location.

Once received and inspected, we will issue your refund to the original form of payment.

Refund Processing

  • Refunds will be issued in the original form of payment.
  • Please allow 7–10 business days for processing after we receive your return.
  • You will receive a confirmation email once your return is complete.

Gift Returns

Gift recipients may return items using the gift receipt or original packing slip.

  • Refunds with a gift receipt will be issued as an OHM New York E-Gift Card.
  • Refunds to the original payment method can only be issued to the gift purchaser.

Exchange Policy

We do not offer direct exchanges by mail. Please return your item and place a new order.

Return Restrictions

  • Items purchased from other retailers cannot be returned to OHM New York.
  • Items must be in original condition, with tags and packaging intact.
  • Gift cards and e-gift cards are non-returnable.
  • OHM New York reserves the right to deny returns that do not meet our policy.

Questions? We’re Here to Help

Need help with your return?

Email: CustomerAssistance@ohmnewyork.com
Call: 1-888-517-1634

Customer Support Hours (EST):
Monday–Friday: 8:00AM – 10:00PM
Saturday: 9:00AM – 10:00PM
Sunday: 10:00AM – 10:00PM

Last updated: February 21, 2025

WHEN CAN I EXPECT MY REFUND?

It can take upto two weeks to receive your return item and process the refund in original form of payment. Be assure we will send you email notification as soon as we process refund.

BUYING ONLINE OR BY PHONE

NEED ADVICE? INFORMATION? PLACING AN ORDER BY PHONE?

Our advisors are at your disposal. Please contact Customer Services at 1-888-517-1634 or tweet @ohmnewyork or facebook messenger @ohmnewyork from 6am - 10pm PST Monday through Friday. Saturday from 7am - 10pm PST, and Sunday from 8am - 9pm PST.

DO I NEED TO PAY CUSTOMS DUTY OR IMPORT CHARGES FOR MY ORDER? 

There will be no custom fees, duties or taxes on any of your order.

WHAT IS OHM NEW YORK ACCOUNT? 

Creating an OHM New York account will enable you to:
  Follow your online orders, access your purchase history and e-receipts
  Manage your personal information
  Opt-in/out of OHM New York Newsletter
  Save your personal wish list for access on any device 

HOW TO IDENTIFY MYSELF IF I HAVE FORGOTTEN MY PASSWORD?

If you have forgotten your password, please click on the ohmnewyork login tab and select Forgot your password? You will receive a link to reset your password.

HOW TO MODIFY / DELETE MY OHM NEW YORK ACCOUNT?

OHM New York offers you the possibility to update and modify all the information of your account by clicking on Modify on your account dashboard.

To delete your OHM New York account, please contact our Customer Services at 1-888-517-1634.

HOW TO ORDER ONLINE?

Once you have chosen your products, add them to your cart by clicking on "Place in Cart".

   The order process has 4 stages:
    1. Register by creating your own OHM New York account, using your email address and password. You can use this for future orders, to review previous orders, and to save items to your wish list. 
    2. Fill in the delivery information: receivers name and address and select your delivery method. 
    3. Complete the payment information.
    4. Review your order and submit it.

HOW TO FOLLOW YOUR ORDER?

OHM New York will send you several emails during the order process to keep you informed about the different stages of your order.

In addition, your personal account on OHM New York will allow you to follow your order status.

Should you require more information or help, please contact Customer Services at 1-888-517-1634 or tweet @ohmnewyork or facebook messenger @ohmnewyork and one of our advisor will be happy to assist you with your order information.  

HOW TO MAKE PAYMENT?

Payments are accepted via credit card, or PayPal. Accepted credit cards are Visa, American Express, MasterCard, and Discover. 

PAYMENT SECURITY

All transactions are secured. The OHM New York website is provided with an SSL encryption system to protect personal and payment data.

OHM New York does not keep any credit card information.

WHAT ARE THE DELIVERY TIMES AND COSTS?

OHM New York online store is proud to offer shipping to all states of USA, Canada as well as all international destination. Orders may take 24 to 36 hours to process. Once your order has shipped you will receive a shipping confirmation email. You can track your order via the shipping confirmation email.

WHAT IF I CHANGE MY MIND AND WANT A DIFFERENT SIZE OR COLOR AFTER MY ORDER IS PLACED?

Once an order is placed at ohmnewyork.com, you cannot make changes. For assistance please call our Customer Service Representatives at 1-888-517-1634 or email us at customerassistance@ohmnewyork.com or tweet @ohmnewyork or facebook messenger @ohmnewyork

CAN I SHIP TO AN ADDRESS OTHER THAN MY OWN?

Yes, you can ship to another address besides your own. When you register with ohmnewyork.com, you will have the option to create your own address list. This feature allows you to store the names and addresses of people to whom you frequently send gifts. It's easy to add, change or delete information from your address list at any time. (Please note: The information that you store in your address list is for your use only. ohmnewyork.com will not contact anyone listed unless we have a specific question about a delivery.)

HOW TO RETURN OR EXCHANGE AN OHM NEW YORK PRODUCT ORDERED ONLINE OR BY PHONE?

The item(s) must be new, unworn, unwashed, unaltered merchandise in resalable condition with original tags attached from the OHM New York online store. Returns made within 30 days of the purchase date will be eligible for a full refund to the original form of payment.

To return or exchange an OHM New York product, please follow the instructions. Return

WHAT IF I NEED HELP MAKING A SELECTION? DO YOU HAVE A PERSONAL SHOPPING SERVICE?

Please call our Customer Service line at 1- 888-517-1634 and ask to speak with a personal shopper, who will help you find the perfect gift, provide you with product information and answer any questions you may have. You may also e-mail us at CustomerAssistance@ohmnewyork.com or tweet@ohmnewyork or facebook messenger @ohmnewyork

HOW CAN I FIND OUT IF A SOLD OUT ITEM I WANT TO PURCHASE IS BACK IN STOCK?

Please call our Customer Service line at 1-888-517-1634 or email us CustomerAssistance@ohmnewyork.com  or tweet@ohmnewyork or facebook messenger @ohmnewyork and we will send you notification when item become available.

REQUIRED CONFIGURATION FOR OHM NEW YORK WEBSITE

IS OHMNEWYORK.COM SECURE?

OHM New York has put very strict security measures in place on ohmnewyork.com in order to guarantee your personal information. Thus, the OHM New York website is provided with an SSL encryption system to protect personal and payment data.

OHM New York does not keep any credit card information.

WHAT IS THE OHM NEW YORK SECURITY POLICY?

Everybody can navigate ohmnewyork.com without registering personal information. However, when creating an account and ticking the "Newsletter" box, a OHM New York website member agrees to be contacted with invitations to OHM New York events, information on the brand and its products, promotion or customer satisfaction surveys.

Moreover, when placing an order, OHM New York collects all the data of the customer needed for the shipping and billing processes: name, addresses, email.

OHM New York only provides the information needed to complete the order process, to its trusted third-party partners, namely bank institutions and shipping partners.

OHM New York does not keep any credit card information.

QUESTIONS ABOUT OHM NEW YORK?

WHAT IS OHM NEW YORK DOING TO COMBAT COUNTERFEITING?

The fight against counterfeiting is a long-term element in OHM New York's worldwide sustainability strategy. We take every step possible to pursue counterfeiters and the shops, websites, vendors that sell fake OHM New York products to maintain the reputation of the brand. OHM New York believes that it is essential to preserve the house's ancestral know-how and the work of its craftsmen by fighting the illegal networks that infringe on human rights, the environment and global economy.

All OHM New York articles are original hand made by our precious craftsmen only. 

 OHM New York guarantees authenticity by means of an exclusive authorized retailer network;  OHM New York products are only sold in OHM New York authorized retail stores and through the website ohmnewyork.com

WHERE HERE CAN I REPORT A COUNTERFEIT PRODUCT?  

You may contact our Customer Service department via email at CustomerAssistance@ohmnewyork.com or by phone at 1-888-517-1634 or tweet @ohmnewyork or facebook messenger @ohmnewyork

WHERE HERE CAN I BUY AUTHENTIC OHM NEW YORK PRODUCTS? 

Authentic OHM New York merchandise should only be purchased directly from an OHM New York authorized retail stores and website ohmnewyork.com OHM New York does not sell merchandise through other sources such as individuals and internet auctions, and these are likely to be counterfeit or stolen property.

HOW TO STAY INFORMED ABOUT OHM NEW YORK NEWS?

Thanks to a subscription to the OHM New York Newsletter, you will be among the first to be informed on the latest products, events and news.

Should you require more information or help, please contact Customer Services at 1-888-517-1634 or tweet @ohmnewyork or facebook messenger @ohmnewyork and one of our advisor will be happy to assist you.  

HOW TO APPLY FOR A JOB AT OHM NEW YORK?

We invite you to consult the career section of OHM New York website. To get the access of this section you can email us customerassistance@ohmnewyork.com

Our Locations

  • OHM Headquarter USA:

    OHM Services (USA) Limited

    747 Third Ave 2nd Floor 

    New York, NY 10017 USA

    TEL: 888-517-1634

    EMAIL- Customerassistance@ohmnewyork.com

  • Canada

    OHM Services Limited

    10-675 Huntington Ridge Dr 

    Mississauga, ON L5R4H8

    TEL: 888-517-1634

    EMAIL-Customerassistance@ohmnewyork.com

More Questions?