FAQs
General Questions
What payment methods do you accept?
You can find all available payment methods in the footer at the bottom right corner of the website. Currently, we accept American Express, Google Pay, Mastercard, Visa, and PayPal. More options will be available soon! If you need further assistance, contact us via email or chat.
How do you guarantee I’ll like the snacks?
We guarantee you’ll love your snacks through a combination of personalisation, feedback, and expert review. After each delivery, you can vote on the snacks you received using the QR code on the packaging. This feedback, along with the data from your initial quiz, allows our dietitians to adjust future boxes to better match your preferences. All our snacks are tested by customers and voted on; only the best snacks remain in our portfolio. The personal touch from our dietitians ensures
that your box is tailored just for you.
How do I view my order history and upcoming orders?
You can view your order history by logging into your account.
How can I vote on my snacks?
You can vote on your snacks by scanning the QR code on the packaging. This will take you to a page where you can rate the snack as "Love it," "Like it," or "Dislike, don’t want to repeat." This feedback is crucial for our dietitians to adjust your future boxes to better suit your preferences. Watch how to vote on your snacks.
What if I don’t like the snacks?
The purpose of the quiz and the feedback we ask you at the end of each delivery is to ensure that this does not happen. But, if it does happen, please send us an email or contact us by chat and share your opinion with us. We will do everything we can to make sure you have an Ohhh MY! experience!
Do I need to put my snacks in the fridge?
No, none of your snacks need to be refrigerated.
What’s your refund policy?
Our refund policy varies depending on when you request a cancellation:
1. No Charge Scenario: If the cancellation is requested at least one business day before the renewal date, the client's card will not have been charged, and therefore, no refund is necessary.
2. Full Refund: In the case of subscriptions, if cancellation occurs after the renewal date but before the order has been processed, the customer is eligible for a refund. For all other cases, the refund will be in full for the processing of the shipment. The customer will be notified by email as soon as the order has been generated and remains in an ‘Unfulfield’ status on the company's platform. Once the customer has received the tracking code, it is a sign that the parcel has been processed and a refund will not be possible.
3. No Refund Possible: If the customer wishes to cancel an order that is already ready for dispatch ("Fulfilled" status), no refund will be issued. The customer will receive an email notification indicating that the order is ready to be sent. Since the products are personalised and have already entered the distribution process, refunds are not feasible, as justified by clause c of article 17 of Portuguese Decree-Law No. 24/2014.
4.Order was returned and you still want your box: Since the box is personalised and a delivery attempt was already made, we cannot offer a refund. If you'd like us to send the box again, please contact us. You'll need to pay for the second delivery attempt.
How can I use my coupon after referring a friend?
You can add it to your checkout, or if you have a subscription log in to your
account, go to 'My Subscriptions,' and apply the coupon in the 'Discount
Coupon' section. Watch how to apply your coupon here.
My friend sent me a referral coupon code for buying my first box. How can I use it?
To use your friend's referral coupon code, simply enter the code at checkout when purchasing your first box. The discount will be applied to your total.
Can I combine multiple promo codes?
No, we only allow one promo code per order. Multiple promo codes cannot be combined.
Shipping and Delivery
How long does it take to deliver orders?
Orders are usually shipped within 1-2 business days. You can expect your Oh!My Snacks box to arrive within 2-5 business days after placing your order. We prioritise quality, so our dietitians take time to carefully select snacks that match your preferences. You will receive a shipping confirmation email.
Can I track my order?
Yes, once your order has been dispatched, you'll receive a tracking number via email. You can use this number to track your order through the courier’s website.
How is delivery processed?
Your order will be delivered by a courier during the day to the address you provide. Make sure the address is complete and up-to-date. The courier may contact you if needed, so ensure your mobile number is correct.
What happens if I’m not home to receive the delivery?
If you’re not home when the delivery is attempted, the courier will usually call you, so it is important that you have your mobile number up to date. If they're unable to reach you, they will leave a note with instructions on how to rearrange delivery or where to collect your box.
What do I do if my box is late or lost?
If your box is late or lost, please contact our customer support team. We’ll work with the courier to resolve the issue and ensure you receive your snacks as soon as possible.
Do you ship internationally?
We offer free delivery over 39.95€ to Portugal (including Azores and Madeira) and Spain ( Islands not included). Additionally, we also deliver to Netherlands, Austria, Belgium, France, Italy, Luxembourg,Poland, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, Greece, Hungary, Lithuania, Romania, Serbia, Slovakia, Slovenia, and Sweden, although shipping fees that is possible to verify checkout page.
If your country isn't listed, stay tuned! We're always looking to expand our service.
If your country isn't listed, stay tuned! We're always looking to expand our service.
Personalised Service
What does your 100% Personalisation Guarantee cover?
Our 100% Personalisation Guarantee ensures that every box you receive is fully customised according to your preferences, with the guidance of our expert dietitian. If you believe your box was not personalised as requested, and can provide evidence to support this, we will offer a 100% refund. So you can try it 100% risk-free—if you don’t love our product, simply drop us a message! Find more information about it in our Terms and Conditions.
How do you personalise the box?
Our personalisation process starts with the quiz you take when signing up. Your responses are reviewed by our dietitians (humans), who carefully select snacks that match your taste references, dietary needs, and health goals. We use this data, combined with your feedback and voting on snacks, to continuously refine and personalise your box with every delivery.
I finished the quiz but I didn’t complete my order. What do I do?
If you completed the quiz but didn’t finish checkout, please email us, and we’ll assist you.
Can I change my quiz answers?
Yes, you can update your quiz answers by logging into your account, going to 'My Subscriptions,' and clicking on 'Edit Quiz Preferences.' This allows you to update your preferences, and our dietitians will adjust your future boxes accordingly. Watch how to change your quiz answers.
Can I reorder specific snacks I liked?
Yes, if you really liked certain snacks, you could reorder them by selecting them in the 'Rate & Choose My Snacks' section of your account. This ensures they’ll be included in your next box.
Subscription
What is the subscription frequency?
Subscriptions can be weekly (every 7 days), fortnightly (every 15 days), monthly (every 30 days), or bimonthly (every 60 days).
Does the subscription price change with frequency?
No, the price remains the same regardless of frequency. For example, you can receive a box of 30 snacks weekly, fortnightly, or monthly. The choice is yours.
I want to change the subscription frequency and/or the size of my box after I subscribe?
Yes. You can make these
changes in your client area. Log in to your account, click on 'My
Subscriptions,' then 'See Details' and you can proceed with the alterations.
Watch how to change your subscription frequency
or
Watch how you can change the quantity of snacks in your box.
Can I pause or cancel the subscription whenever I want?
Yes, you can pause or cancel your subscription anytime before your next order is processed. There’s no loyalty period. Watch how to pause or cancel your subscription.
Can I adjust delivery and payment dates?
Yes, you can adjust these in your client area. Log in to your account, click on 'My Subscriptions,' then 'See Details.' From there, you can reschedule, pause, or cancel your subscription, update your payment method, and change the number of snacks in your box. You have full control. Watch how to adjust delivery and payment dates.
Can I reactivate my subscription after cancelling it?
Yes, you can reactivate your subscription at any time by logging into your account and selecting the option to restart your subscription. See detailed instructions here.
What happens if my payment method fails?
If your payment method fails, we will notify you via email. You can update your payment information in your account to ensure your subscription continues without interruption.
How do I cancel my subscription?
You can cancel your subscription by logging into your account, going to 'My Subscriptions,' and selecting the option to cancel. Follow the prompts to complete the cancellation process.
Sustainability
How are your products packaged?
The packaging of Oh! My Snacks is made from monoplastic, a single type of plastic that simplifies recycling. This material can be easily identified and processed without the need to separate different components, reducing contamination often found in traditional packaging that combines plastic, paper, and metal. Our use of monoplastics aligns with the principles of the circular economy, allowing for continuous recycling and reducing the need for natural resources.
Do you offer recycling for your packaging?
Yes, our packaging is fully recyclable, thanks to the use of monoplastic. This single type plastic makes the recycling process straightforward and efficient. We also use digital printing on our packaging, which is easier to remove, further enhancing the recyclability of the materials.
What steps are you taking to be environmentally friendly?
We’re committed to sustainability in all aspects of our business. In addition to using monoplastic packaging, we’ve introduced new boxes featuring the FSC (Forest Stewardship Council) label, an internationally recognised certification that promotes responsible forest management. This ensures that our packaging is not only recyclable but also sourced sustainably. Additionally, by offering individually portioned snacks, we help combat food waste by providing just the right amount of food, reducing the likelihood of leftovers.
Also we work to reduce emissions. Smaller orders raise our carbon footprint. Simply put, it's more sustainable to ship you a fuller box, less frequently. We’re committed to reducing emissions from shipping.
