Customer Service 

1. WHAT ARE THE DELIVERY TIMES?

Delivery times are approximately 7 working days.

2. WHERE CAN I FIND YOU?

We will have a pop up store in Laurier Quebec, located on the second floor, opposite the     « La Senza »  store, on the following dates:

  • From August 23 to September 2, 2019
  • From September 16 to 22, 2019

We will have a pop up store at the Salon de la femme in Quebec from November 9 to 10. Here is the address :

Centre de foires de Quebec [Exhibition Center] - ExpoCité,

250-F, boul. Wilfrid Hamel,

Quebec, Canada, G1L 5A7

You can also visit our online store.

You can find us in various beauty salons in the region of Quebec, Rimouski and Baie-Comeau. Please check our list of sales points.

You can also follow us on Facebook: @omylaboratoireas well as on our Instagram page: @omylaboratoires.

3. I MADE AN ERROR WITH MY DELIVERY ADDRESS, BUT I'VE ALREADY VALIDATED MY ORDER, IS IT POSSIBLE TO CHANGE IT? IF SO, HOW?

You can contact us by email at info@omycosmetics.com with your order number and your modified address. Indicate that this is an emergency in the subject, we will treat your request as a priority.

4. WHAT SHOULD I DO IF I AM NOT SATISFIED WITH MY PURCHASE?

Omy Laboratories is committed to satisfying its customers for their purchases made, we promise to refund your purchases within 30 days from the date of purchase.

For any refund, please apply by email to info@omycosmetics.com.

You must indicate

  • Subject: Refund request
  • The product to be refunded
  • The reason for your dissatisfaction
  • Omy Laboratories Order number
  • Your full contact details (Name, address, phone number)
5. HOW CAN I CHOOSE THE COLOR OF MY FOUNDATION?

At Omy Laboratories, you are guaranteed to find the perfect shade of foundation. Our products are customized, depending on your particular features and skin needs.

In order to determine the perfect color combination for your skin, we recommend you visit us at our pop up stores  or participating beauty centers.

After this meeting, we will be able to provide you with your formula number. You will also be provided with a free sample of the customized foundation to try over several weeks.

Thanks to the formula number written on your sample, you will be able to order your customized foundation. You can order it, either directly in store or on our website. It is therefore advisable to keep the number of your formula so that you can order your product.

6. HOW CAN I CREATE MY CUSTOMIZED CREAM?

If you have not tried our customized creams yet and cannot decide which active ingredients to use, it is advisable to use SkinIA. This is the first artificial intelligence technology for creating customized products.

We recommend using your smartphone while taking a picture in front of a relatively plain background.

Steps for using SkinIA:

  • 1.Visit our website : omycosmetics.com
  • 2.Click on "Start the experiment"
  • 3.Follow the instructions.
  • 4.After answering a few questions, you will be able to download a photo of your face or take a picture of yourself (selfie).
  • 5.SkinIA will analyze it and advise you on the ingredients your skin needs. Then it offers you a range of customized products.

If you prefer to have a more personal opinion, you can visit us in one of our pop up stores or participating beauty centers.

7. WHAT SHOULD I DO IN THE EVENT OF AN ALLERGY TO MY OMY LABORATORY PRODUCT? OR WHEN I HAVE A BAD REACTION TO THE PRODUCT?

Allergy cases are extremely rare. However, it is possible that an ingredient or a product does not suit you. We are committed to refunding your entire purchase.

For any refund in the event of a reaction, please send an email request to info@omycosmetics.com.

You must indicate :

  • Subject: Reaction to product X
  • The product to which the customer reacted 
  • Explain the reaction
  • Omy Laboratories order number
  • Your full details (First name, last name, address, phone no.)

The Quality Manager will contact you over the next few days to get more details and to try to understand what you have reacted to.

You must bring the product to one of the Omy Laboratories stores or send it to us by post.
 

You will receive a refund within 30 days of the date of the email.

8. WHAT SHOULD I DO IF THE PRODUCT I RECEIVED IS DEFECTIVE?

Before changing the product (cream or foundation), take the time to check the activation of the airless system. To do this :

  • Remove the cap from the pot (pull, don’t unscrew it)
  • Press the top of the pot several times to remove the product. The product will come out after some pressure, while the airless system is activated.

If the problem persists, visit one of our pop up stores  or send us an email at info@omycosmetics.com with a photo of your product within 2 weeks (14 days) after receipt. We will exchange your product.

9. WHAT IS THE DIFFERENCE BETWEEN SERUM AND DAY CREAM?

Serum is applied to a perfectly cleansed face, before the cream.

It is advisable to let the serum penetrate for 1 minute, after which it is possible to apply the cream.

Serum plumps up the skin and reduces the appearance of wrinkles and fine lines thanks to its vitamin B3 and hyaluronic acid. Serum contains 95% natural ingredients and it is 100% vegan. It can be used alone or at the same time as your complete routine, including the day cream.

Serum is more concentrated in active ingredients. The day cream is applied after the serum and moisturizes and protects your skin from the daily inconveniences that your skin undergoes. Thanks to the creaminess of the cream, your skin is immediately hydrated and softer in an instant and your complexion will be illuminated. The texture adapts perfectly to the skin type and provides an effective treatment.

Whether in the store or on the website, it is possible to choose the texture, to add the fragrance or not and to focus on 3 main elements of skin problems.

10. CAN I COMBINE THE DIFFERENT PROMOTIONS?

Unfortunately, it is not possible to combine the different promotions. You can only enter one code when ordering. If you write a 2nd code in the comment box, we will only consider the one entered in the appropriate box.

11. WHAT DO THE DIFFERENT TEXTURES OF CREAMS CORRESPOND TO?

Omy Laboratories offer 3 different types of textures:

1.The light texture allows the skin to absorb quickly and without leaving a greasy finish on the skin. It is ideal for oily skin. This is the texture which is most used by our customers;

2.The silky texture brings comfort and protection throughout the day. It is perfect for normal to combination skin;

3.The rich texture is thicker, it soothes naturally dry skin or skin which has been dehydrated by the changes of season (cold weather, air conditioning, UV rays, etc.).

12. WHAT IS THE DIFFERENCE BETWEEN DAY CREAM AND NIGHT CREAM?

Day cream moisturizes and protects your skin from everyday discomfort. Thanks to the cream, your skin absorbs the minerals it needs to eliminate marks of dryness and make your complexion brighter. In addition, day cream contains a significant amount of antioxidants from green tea, for a protective and invigorating action.

Conversely, night cream is applied to nourish your skin and strengthen the skin barrier, stimulating the regeneration of your skin during the night, so that it is rested and appears fresher thanks to the benefits absorbed during the night. This is why it contains a large amount of plant ceramides to rebuild your skin barrier.

13. I WOULD LIKE TO CHANGE MY ORDER. HOW CAN I DO THIS?

Write us an email with your order number, the change you wish to make and the reason. We will be pleased to make the correction that you desire.

14. HOW CAN I CANCEL OR CHANGE MY SUBSCRIPTION?

Once the subscription is done, you can cancel. You must go to your Omy Laboratories customer account on our website or send us an email at info@omycosmetics.com

15. I’VE JUST RETURNED FROM MY HOLIDAYS AND I AM VERY TANNED, CAN I CHANGE THE FORMULA OF MY FOUNDATION?

Normally, we should have a summer foundation and a winter foundation. If you are not satisfied with the color, we will be pleased to change it, however, if it is a color change because of the season or your tan, we won’t be able to adapt it.

If you want to have your formula to be darker for the summer, come and see us in the store, we will be happy to create a new formula and give you a free sample of customized foundation.

You can also visit one of the partner beauty centers. 

16. I’VE LOST MY CUSTOMIZED FOUNDATION SAMPLE AND I CANNOT REMEMBER MY FORMULA, IS THERE A POSSIBILITY TO FIND IT?

If you have already made a first order of your foundation or you already have an account created at Omy Laboratories, you can go to your profile and find the number of your customized formula.

You can also come and see us again in the boutique, we will do it with pleasure.

17. I GAVE SKINIA A PHOTO WHERE I AM WEARING MAKE-UP, I’D LIKE TO DO THE TEST AGAIN, IS THIS POSSIBLE?

Yes, this is possible. At the bottom of the page, there is a "return" button on the page of your customized routine, you just have to click on it to return to the procedure.

18. HOW WILL I BE REIMBURSED IF I AM NOT SATISFIED WITH MY PRODUCTS?

You will be refunded the same way you paid for your order. The request for reimbursement must be made by email to info@omycosmetics.com, with the reason for the dissatisfaction, within a maximum of 30 days from the date of purchase.

19. WHAT ARE YOUR LOCATIONS?

Currently, Omy Laboratories only sells its products in Canada. They may be exported abroad soon. Subscribe to our pages on different platforms (Facebook, Instagram, LinkedIn and our newsletter) to know everything you need about our growth.

20. CAN I TRACK MY ORDER ON MY ACCOUNT ON YOUR WEBSITE?

Following the order, we will send you a confirmation email. Upon shipment, we will send you a confirmation email informing you that the package has left the laboratory. Once you have received this email, it may take 2 to 5 business days to receive your order.

21. IS IT NORMAL TO REACT TO AN OMY LABORATORY PRODUCT? (SKIN REACTION TO PRODUCT)

Before we put the products on sale, we test each new product to ensure its safety.

Since you may be allergic to some of the ingredients in one or more of our products, we advise you to consult the list of ingredients that appears at the bottom of the description page of each product.

We recommend anyone with known allergies, sensitive skin or who has previously reacted to a skin product, to do a patch test with every new skin care product, regardless of the brand. The patch test helps determine if a person has skin sensitivity or an allergy to a product or ingredient. Ideally, apply the product on the inside part of the elbow or wrist and wait at least 24 hours to see if there is a reaction.

If the skin shows no sign of intolerance, the product can be tested on the skin of the neck. The product should be applied once a day, for 3 consecutive days. You must then wait a minimum of 3 days without any further application.

After these 3 days, we recommend reapplying the product on the skin of the neck. If there is no sign of intolerance, it is very unlikely that the product will cause a skin reaction when applied to the entire face.

Omy Laboratories, its suppliers and their affiliates cannot be held liable for any wound, damage or harm related to an allergy to nuts, gluten or other, occurring as a result of the use of any of the products.

22. I HAVE SENSITIVE SKIN. ARE OMY LABORATORY PRODUCTS SUITABLE FOR ME?

All our products are designed with a concern for efficiency and tolerance. They are balanced and respectful of all skin types. Omy Laboratories wishes above all to offer personalized facial products which are adapted to all types of skin and prioritize the well-being of customers through the use of natural ingredients.

23. Why are customized creams advantageous for me? 

You can treat several problems with one single product. In fact, with Omy Laboratories, you can choose up to 3 ingredients with proven effectiveness to reduce the appearance of your skin problems, from the following problems:

                                                 Acne (Ac)

                                  Dryness, eczema, atopy (Hy)

                             Oily skin, blackheads, dilated pores (Se)

  Oxidative stress, wrinkles, fine lines (Ox)

 Pigment marks, lack of radiance (Ta)

Sensitivity, irritation (In)

Redness, Rosacea (Ro)

Loss of firmness, elasticity, wrinkles (Fe)

Nowadays, a woman who comes to a department store and wants to reduce the appearance of pigment marks on her skin who is prone to acne will have to choose the concern she wants to work on the most. With Omy Laboratories, you can work on both with the same product. In addition, customized products are always fresh because active ingredients are added when the customer places the order.

24. WHAT IS THE SHELF LIFE OF OMY LABORATORY PRODUCTS?

The duration of the products depends on the type of product. On the container of the product is a mark indicating for example 3 M (a good three months after opening) or 6 M (a good 6 months after opening).

Customized foundation and customized creams can be used for 6 months after opening.

25. I WOULD LIKE TO HAVE FRAGRANCE FREE PRODUCTS, IS THAT POSSIBLE? DO YOU HAVE FRAGRANCE CHOICES? I WOULD LIKE TO HAVE A PRODUCT WITH FRAGRANCE, WHAT FRAGRANCE CAN I HAVE?

We offer our customers the possibility to add or not fragrance in their face creams. The Omy Laboratories' aroma is made up of sweet notes of rose and some indulgent vanilla notes. It is a natural fragrance, since only plant extracts of rose and vanilla are used. No other aroma is currently available.

Serum is only offered fragrance free. The customized foundation is only offered with a natural vanilla aroma.

26. I PREFER TO BUY MY CREAM ONLINE. WILL MY BEAUTICIAN LOSE OUT IF I DO SO?

With Omy Laboratories, you never lose out. Even if you buy your customized products online, your beautician gets the margin in line with with the advice she took the time to give you.

27. ARE THE PRODUCTS ALL VEGAN?

Omy Laboratories products are all 100% vegan.

28. ARE MY POTS REUSABLE?

Omy Laboratories is currently working on the possibility of only buying the "refill" of its customized cream. Unfortunately, the refill is not yet available, the company is looking for innovative solutions. To learn more, do not hesitate to follow us on our social networks (Facebook, Instagram and LinkedIn). 

29. WHERE ARE THE NEXT POP UP STORES?

You can discover the location of our upcoming  pop up stores online or by following us on our Omy Laboratories Facebook page.

30. I WOULD LIKE TO JOIN THE OMY LABORATORY TEAM, WHO SHOULD I TALK TO?

You can send your curriculum vitae to andrea@omycosmetics.com, we will be pleased to respond in due course. 

31. HOW DOES SKINIA WORK?

SkinIA replaces the store consultant you could meet and it offers customized Omy Laboratories products. This application has been developed in collaboration with dermatologists to provide the opportunity to understand the problems of your skin and identify the necessary ingredients that your skin needs for maximum effectiveness.

The process is done in less than 5 minutes. We offer you two possibilities to use SkinIA. Simply take a picture of yourself with your smartphone, with no make-up, or respond quickly to a short questionnaire that will also advise you about your personal routine.

During the SkinIA process, you choose the texture, ingredients and fragrance of the product.

32. HOW CAN I PAY FOR MY ORDER ON THE WEBSITE?

Payment can be made on the Omy Laboratories website by card (Amex, MasterCard and Visa).

33. CAN I USE A GIFT CARD ON THE WEBSITE?

Yes, you can place your order online with your gift card or you can use it in a pop up store to pay for your purchases and obtain your Omy Laboratories products.

34. CAN I COME DIRECTLY TO THE LABORATORY?

No, it is not possible to visit the laboratory. However, you can just come to pick up your order. For all questions and advice, we prefer that you come to see us in the pop up stores.

35. ARE ALL PRODUCTS DESIGNED BY OMY LABORATORIES?

Omy Laboratories’ products are designed by the company in its research and development laboratory located in Quebec, at Laval University.

Currently it is only the range of vegan make-up which is not customized and is outsourced.

36. CAN I CONSULT THE OMY LABORATORIES WEBSITE IN ENGLISH?

Unfortunately for the moment the Omy Laboratories website is only available in French. By the fall, you will be able to consult it in English, we are currently working on the subject.

37. WHO SHOULD I CONTACT TO MAKE AN APPOINTMENT TO THE LABORATORY IN ORDER TO OBTAIN MY FORMULA?

You can go to our pop up stores. You can visit one of our distribution points.
 Our laboratory is unfortunately not open to the public. For any emergency, please contact us by email at info@omycosmetics.com or by calling 877 OMY-7345.

38. HOW CAN I FIND OUT IF A PRODUCT IS OUT OF STOCK? AND WHEN WILL IT BE AVAILABLE AGAIN?

When a product is temporarily unavailable, you will not be able to buy it. There will be an indication in the product description to indicate that it is out of stock.

Subscribe to our newsletter to find out about the arrival of new products!

39. I WISH TO GIVE YOUR PRODUCTS TO A FRIEND OR A FAMILY MEMBER, IS IT POSSIBLE TO HAVE GIFT PACKAGING?

All our products are packaged in a beautiful box, you just need to add a greeting card!

40. I WANT TO GIVE AN OMY LABORATORIES PRODUCT TO SOMEONE CLOSE TO ME, HOW CAN I DO SO?

The most important information is the person’s age and a list of skin problems so that we can develop the formula. If you are not sure about the person’s skin problems, you can always send a photo and use SkinIA, our virtual analysis, with the photo of the person without make-up.

Or, we recommend that you buy a gift card so that he or she can go to a pop up store or online to get customized products. The gift card is sent by email, if necessary we can send it to you by post.

41. ARE THE PROMOTIONS YOU GET AT THE POP UP STORES THE SAME AS THOSE AVAILABLE AT MY BEAUTICIAN?

No, unfortunately the promotions offered at the pop up stores and at your beautician are not the same.

42. IS THERE ANY MINIMUM OR MAXIMUM AMOUNT TO ORDER ON YOUR WEB SITE?

No, there is no minimum amount to place an order on the website. Plus, shipping is free with any purchase of $75 CA or more.

43. WHAT ARE THE DELIVERY COSTS?

Delivery costs, determined at checkout during the purchase, vary depending on the purchase value. However, when you buy $75 CAD or more, delivery is free.

44. CAN I MAKE AN ORDER BY PHONE? IF SO, HOW ?

Yes, you can tell us the products you want to buy. Otherwise, we can take your order by phone and your credit card information so that we can carry out your order directly online.

45. DO I HAVE TO CREATE AN ACCOUNT TO PLACE ORDER AT OMY LABORATORIES?

You don’t have to have an account at Omy Laboratories to place an order. However, if you want to keep the history of your previous orders as well as your formulas to re-order and remember them, it is better to have an account.

46. ARE OMY LABORATORY PRODUCTS REALLY SAFE FOR MY SKIN?

4 points about the products:

  • Omy Laboratories’ products are excellent for your skin. We use natural ingredients as much as possible which are not aggressive on your skin and are environmentally friendly. All our ingredients are 95% natural.
  • The products are from Quebec, developed and made in Quebec, specifically at Laval University by members of our team: our pharmacy doctor Justine Riou, our chemist Rachelle Séguin and our research and development team.
  • The products are customized, we adapt to the complexion of your skin to offer you a natural foundation which is light and which leaves no greasy residue.
  • Our products are also 100% vegan and we do not test on animals.

47. WHAT ARE OMY LABORATORIES?

Omy Laboratories is a Quebec facial care company that is tailor-made for your skin using vegan and natural ingredients. These products are made by cosmetic specialists who are committed to transparency, innovation and product efficacity.

48. WHAT DOES CUSTOMIZED REALLY MEAN? HOW DOES IT WORK?

For skin care:

  • You can choose your texture (light, silky and rich), your 3 active ingredients (from 8 active ingredients) and the aroma of the product (with or without natural essence of rose and vanilla). You can do it online via a questionnaire or with the help of SkinIA, or come and see us in a pop up store.

For the foundation:

  • We recommend you visit us in one of our pop up stores to determine your color, or you can go to one of our distributors to make up your sample of customized foundation for free.

49. DO YOU HAVE PRESERVATIVES IN YOUR OMY LABORATORY PRODUCTS?

Yes, it is important to have a preservative in our products to protect the integrity of the product over time and ensure your safety. In our creams, we use a natural preservative which is comparable to pre-biotics.

50. WHAT CURRENT PROMOTIONS DO YOU HAVE?

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