We’re really sorry to hear that your bag didn’t arrive in perfect condition. At Ölend, we take product quality very seriously, and we want to make this right for you. If you’ve received a faulty or damaged item, please contact our customer support te

We&#x2019;re really sorry to hear that your bag didn&#x2019;t arrive in perfect condition. At &#xD6;lend, we take product quality very seriously, and we want to make this right for you.If you&#x2019;ve received a faulty or damaged item, please contact our customer support team as soon as possible at help@olend.net.In your message, please include:<ul data-start="528" data-end="626"><li data-start="528" data-end="549" style="font-family: &quot;Times New Roman&quot;, Times, serif;">Your order number</li><li data-start="550" data-end="586" style="font-family: &quot;Times New Roman&quot;, Times, serif;">A brief description of the issue</li><li data-start="587" data-end="626" style="font-family: &quot;Times New Roman&quot;, Times, serif;">Clear photos of the fault or damage</li></ul>This will help us assess the situation and find the best solution for you as quickly as possible.Please note that faulty items must be reported within 10 days of receiving your order.

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

We’re sorry to hear your bag isn’t holding up as expected! We offer a one-year warranty on all purchases made through our online store. If your product has developed a fault, please email us at help@olend.net with:. A clear photo of the issue. Your o

We&#x2019;re sorry to hear your bag isn&#x2019;t holding up as expected!&#xA0;We offer a one-year warranty on all purchases made through our online store.If your product has developed a fault, please email us at <a data-start="333" data-end="347" rel="noopener">help@olend.net</a> with:<ul data-start="356" data-end="457" style=" text-decoration: none;"><li data-start="356" data-end="390" style="font-family: &quot;Times New Roman&quot;, Times, serif;">A&#xA0;clear photo of the issue.</li><li data-start="391" data-end="457" style="font-family: &quot;Times New Roman&quot;, Times, serif;">Your&#xA0;order number or the&#xA0;email address used for the purchase.</li></ul>Once we review the case, we&#x2019;ll offer the most suitable solution&#x2014;this could be a&#xA0;replacement,&#xA0;partial refund, or&#xA0;covering repair costs, depending on the nature of the fault and the purchase date.

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

We are sorry to hear that one item is missing! We suggest you contact us at help@olend.net. We would like you to contact us with the following information:. With all this information, we will be able to take care of this and work to resolve this issu

<p id="isPasted" style="font-size: 16px; box-sizing: inherit; margin-block: 0px 24px; scroll-margin-top: 84px; font-family: Inter, sans-serif; line-height: 24px; caret-color: rgb(22, 22, 22); color: rgb(22, 22, 22);">We are sorry to hear that one item is missing! We suggest you contact us at <a data-fr-linked="true" href="mailto:help@olend.net">help@olend.net</a>. We would like you to contact us with the following information:<ol><li style="font-size: 16px; box-sizing: inherit; margin-block: 0px 24px; scroll-margin-top: 84px; font-family: &quot;Times New Roman&quot;, Times, serif; caret-color: rgb(22, 22, 22); color: rgb(22, 22, 22); line-height: 1;">Order number.</li><li style="font-size: 16px; box-sizing: inherit; margin-block: 0px 24px; scroll-margin-top: 84px; font-family: &quot;Times New Roman&quot;, Times, serif; caret-color: rgb(22, 22, 22); color: rgb(22, 22, 22);">Send us a photo of the package you have received so we can check if there has been any mistake in our logistics center.</li><li style="font-size: 16px; box-sizing: inherit; margin-block: 0px 24px; scroll-margin-top: 84px; font-family: &quot;Times New Roman&quot;, Times, serif; caret-color: rgb(22, 22, 22); color: rgb(22, 22, 22); line-height: 1;">Confirm if you would like to receive the missing item or prefer a refund of the missing bag.</li></ol>With all this information, we will be able to take care of this and&#xA0;work to resolve this issue for you promptly.

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

We’re sorry to hear about the issue with your bag!. If you purchased it through one of our official retailers, please reach out to the store directly. They’ll be able to assist you and contact us if needed. Once the retailer gets in touch with us, we

We&#x2019;re sorry to hear about the issue with your bag! If you purchased it through one of our official retailers, please reach out to the store directly. They&#x2019;ll be able to assist you and contact us if needed.Once the retailer gets in touch with us, we&#x2019;ll work together to find the best solution for the defective product.Thanks for your understanding!

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

Ölend

CLAIMS AND WARRANTY

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 an item?

How can I exchange an item?

How do I start the return process if I haven't received the return label via email?

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