Ölend

Not sure which Ona Bag size to choose? Let us help!

How do I clean my bag?

How do I turn my bag into a backpack?

ONA SOFT BAGS

Do I have to pay customs fees?

Do you ship worldwide?

Do you offer free shipping?

Can I change my shipping address?

SHIPPING

Are your products waterproof?

Where can I buy your bags in store?

Can I customize my bag with a different strap color?

The bag I want is out of stock, will it come back?

PRODUCTS

What is preorder?

I've changed my mind, can I cancel/change my order?

I didn't receive my order confirmation, what should I do?

How can I purchase a gift card?

Issues when trying to place an order?

Can I place a corporate order?

I received an incorrect item, what should I do?

ORDERS

What is the status of my order and how do I track its delivery?

How can I track my order or report a delivery issue?

Can I change my delivery address after placing an order?

My order is marked as delivered, but I haven’t received it — what now?

DELIVERY

What should I do if I want to return/exchange an item?

Packing your return: What to know

Damages and issues

RETURNS

What are the available payment methods?

Can I get an invoice for my order?

I returned my order. How long does the refund take?

What costs are deducted from my refund after a return?

Still waiting for your refund to appear in your account? Here’s what to do next.

PAYMENTS AND REFUNDS

The bag I ordered came with a fault, what can I do?

My bag has developed a fault, what can I do?

I'm missing an item from my order, what should I do?

I bought my bag in one of your retailers and it has a fault, what can I do?

CLAIMS AND WARRANTY

How to wear it as a backpack? How can I clean it? All answers are here.

Do I have to pay customs fees? Do you ship to my country? Find the answers here.

Find out all the information you may need about our bags.

Delivery times and what to do if issues are encountered is answered here.

Still not sure how to return an item? All you need to know is here.

About our payment methods, invoices and refunds.

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