FAQ

Step 1: Long press the switch to turn it on. The light on the button will turn red and your OMOI eye mask will start its magic of heating up. Short press the switch and choose your desired heat - blue for low heat (45℃~50℃), red for high heat(50℃~55℃).

Step 2: Place the OMOI eye mask over your eyes and relax.

Step 3: After usage, you can turn it off with a long press on the switch. The OMOI eye mask will also be automatically switched off after 30 mins.

Insert the micro USB plug into the switch input of the eye mask for about 1.5 hours and voila! it is fully charged.

✖︎ Stop usage immediately if you feel any discomfort or pain in your eyes.

✖︎ Do not use the eye mask while using contact lenses or while charging.

✖︎ Do not wash the inner graphene heating pad. Unzip to remove and hand-wash the outer silk cover with neutral detergent to keep it clean. (Not machine washable)

✖︎ This product contains a lithium-ion battery; avoid dismantling or burning it.

✖︎ This product is made of natural silk, which may result in unevenness

in material, unique to the natural fibres.

✖︎ This product is not a medical device; consult a medical professional if necessary.

✔︎ Blinking red - Charging
✔︎ Blinking blue - 100% charged
✔︎ Red - High heat
✔︎ Blue - Low heat
✔︎ Battery off - No light
✔︎ Low Battery - Battery turns off after 30 seconds. Use your PC/mobile battery/AC adaptor with the provided USB cable to charge.

• 1 x Omoi Silk Heated Eye Mask
• 1 x USB Type-C cable for charging 
• 1 x pair of ear plugs

Yes, but please do not wash the inner graphene heating pad. Unzip to remove and hand-wash the outer silk cover with neutral detergent to keep it clean. (Not machine washable)

No, it is not. It is recommended for you to hand-wash it.

Please hand-wash the outer silk cover at a water temperature below 30 degrees. The inner graphene heating pad should not be washed.

This product contains a lithium-ion battery; avoid dismantling or burning it.

1. Finish adding your items to your shopping cart.

2. Click on the shopping cart icon on the top right corner of your screen.

3. If you see all the items you want in your cart then you can continue through our checkout by clicking on the orange “CHECK OUT” button at the bottom of the page.

4. You may choose to process through our regular website checkout or through express checkout options. Please see the express checkout options below.

5. You will be transferred to our Customer Information page and will be prompted to enter your:

Name
Email address
Shipping Address

6. If you have a valid discount code, you may enter it in the ” Discount code” field. Be sure to click on the “Apply”  button in order to have your discount activated and applied to your order.

7. Continue by clicking “Continue to Shipping” button. Please make sure you have input your shipping address correctly.

8. Choose your preferred shipping method. Once everything is completed, click on “Continue to Payment Method”.

9. From here you will be prompted to enter in your payment details for your order.

10. Once you have completed the form, click on the “Complete Order” button. You will be brought to a screen that provides an order summary together with an on-screen order confirmation, as well as a second confirmation via e-mail.

You will receive an email confirmation containing the Order Number and details of your purchase. Once your order has been shipped you will receive another email confirmation, your shipping confirmation email, which will contain your tracking number and other details regarding order status in it.

All orders are processed and shipped out from our warehouse within 1-3 business days of the order being placed. Shipment will arrive in between 7-14 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires customs clearance or inspection, or transportation delay caused by carrier service.

We accept several different payment methods such as certain debit cards, this includes Visa, MasterCard, and Amex debit cards.

We also accept payment with credit cards and PayPal.

Please visit our Track Your Order page first to see if this will solve your issue 

There are a few reasons that your tracking number is not working.

   1. You are using the wrong tracking site to track your order. 

Please use this tracking site for USA orders: https://tools.usps.com/go/TrackConfirmAction_inputIf that doesn’t work for you or you are outside of the USA, please use this tracking site: https://www.17track.net/en

   2. If you just made your order within 5 days ago from now then it just means your tracking number is still updating in the system and needs time to fetch. Please be patient, this is perfectly normal – your order is 100% on the way.

   3. If your order was shipped out 7 or more days ago and the tracking sites do not show any updates on your tracking number then please contact at omoi.wellness.jp@gmail.com and we will figure out the issue immediately!

We currently ship to Singapore, Australia, New Zealand and North America.

Shipping is calculated at checkout. We offer Standard Free, Priority Insured, & Express. If you would like Express shipping then please contact us at omoi.wellness.jp@gmail.com

We accept order cancellation before the product is processed and shipped out to the logistic facility.

If the order is canceled you will get a refund minus 5% transaction fee. We cannot cancel the order if the product has been shipped out as it is already on its way to you.

Please contact us at omoi.wellness.jp@gmail.com and provide us with the ORDER NUMBER of your purchase and the correct shipping address.

Shipping address might still be corrected if your order has not been fulfilled and shipped out from the warehouse. If it has been shipped out, you may want to check our wrong address policy on how we deal with wrong address issue.

We only send products to the shipping address provided by customer on our website. That’s why it is important to carefully enter your shipping address when placing order. If you have made an error in entering your address, please reach out to our customer support team as soon as possible. Shipping address might still be corrected if your order has not been fulfilled and shipped out from the warehouse.

– If your order has not been fulfilled and shipped out from the warehouse, please reach our customer support team as soon as possible to fix this.

– If the order has been shipped out, and returned-to-sender due to wrong address or insufficient shipping address, we will need to send you an invoice to cover the complete cost of re-shipping your order.

– If the order has been shipped out and delivered to a wrong address, you might just lost your order unless you are able to resolve this with the logistic or the recipient. We will not be able to refund this order nor re-ship another package.

We are asking you, the customer, to understand that we are a small business and every time we have to re-ship another package, not only we are losing profit, but losing money.

This policy is not our preference, nor is it our first choice.  However, the simplest solution to this problem is to carefully enter and review your address as you are placing your order. 

A product exchange will only be acceptable, on the occasion that the original product is faulty within 7 days after date of arrival.

OMOI WELLNESS LLP is not responsible for any accidents and damages, in the case that the eye mask was mishandled, misused, or modified. Product exchange will also not be provided if the product was damaged by external circumstances(natural disasters/accidents).

We do not accept product returns, once the product is shipped.

This is your answer.