Questions, answered gently.
Everything you might want to know before you start. Still unsure? Get in touch, and we’re happy to help.
How long does shipping take?
We ship your order within 3–5 business days. Once it's on its way, most EU deliveries take about a week, a little longer to more distant regions, and you’ll get a tracking link as soon as it ships. Shipping & returns →
Do you offer free shipping?
Yes. Free EU shipping on orders over €50. Below that, a calm flat rate is shown at checkout.
What's your returns policy?
14-day returns on unopened products. For hygiene reasons, opened cosmetics can't be returned unless they're faulty. If anything arrives damaged, contact us and we'll make it right. Read the full Shipping & returns details, or our Refund policy.
Where can I find the full ingredients?
Every product page has a Full ingredients list, alongside the key ingredients and what the product is for. You'll also find our ingredient standards on the ingredients & standards page. The complete, final list is always printed on the pack.
Where are your products made?
Developed and produced in the EU, to strict European cosmetic standards. Every OMTILO product is vegan, cruelty-free and COSMOS-certified.
Are your products vegan and cruelty-free?
Yes. Every OMTILO product is vegan and cruelty-free, and our formulas are COSMOS-certified. The exact COSMOS tier per product is on our ingredients & standards page.
Do any products contain allergens?
The Quiet Hours Facial Oil contains sweet almond oil (a tree nut), so it isn't suitable for those with a nut allergy. The same applies to the Gentle Ritual Set, which includes it. The cleanser, essence, serum and moisturizer are nut-free. Always patch-test first if your skin is reactive.
Why is there alcohol in some of your products?
In natural formulas, alcohol is commonly used as a solvent and to help a lightweight texture absorb quickly. Not all of our products contain it, and where it's used, it's on the ingredient list, which you can read in full on each product page. If you'd rather avoid it, it's worth checking the ingredient list before you buy.
Is OMTILO suitable for sensitive skin?
The whole range is designed to be gentle. The Daily Calm Moisturizer is fragrance-free and made specifically for sensitive, redness-prone skin. As always, patch-test first if your skin is reactive.
How do I use the ritual?
Morning: cleanse, mist, serum, moisturizer. Evening: the same, finishing with a few drops of facial oil. You don't need every step every day. A short routine you keep up beats a long one you skip. See the full ritual →
Which payment methods do you accept?
We accept all major cards, plus popular wallets like Apple Pay, Google Pay, Shop Pay and PayPal, and local options including Bancontact and iDEAL. You'll see every available method at checkout, which is secure, and taxes are calculated there.
How does Subscribe & save work?
Choose “Subscribe” on any product or the full set and pick how often it arrives: every 2 or 3 months. You save 15% on every delivery, with free EU shipping over €50. See how it works →
Can I skip, pause or cancel my subscription?
Yes, anytime, from your account. Skip the next delivery, pause, or cancel. No fees and no lock-in, and we email you before every renewal so there are no surprises.
How can I reach you?
Email care@omtilo.com and we'll reply within two business days, Monday to Friday. Everything's on our contact page.
Do you use AI-generated imagery?
Yes, and we're open about it. Some of the faces and brand personas across our site and marketing are AI-generated and fictional. What's always real is our products, ingredients and product information, and any reviews come only from real customers. Read AI-generated imagery.