ONA stands behind the quality of each of our products by offering a simple, no-fuss return process. We will gladly refund or exchange new, unused merchandise purchased from onabags.com with the ONA tag attached within 30 days of purchase minus the shipping cost. Simply log into your account, choose your order, and select Request RMA. If you do not have an account on onabags.com, simply select Guest RMA, enter your order number and the email address used to place your order, and we will reply promptly with return instructions. For your own benefit, please be sure to obtain tracking information and appropriate insurance coverage from your preferred shipping company. Please note that price adjustments on previous purchases are not offered. Also note that we only accept returns that were purchased from the ONA website, and no other retail location. ONA reserves the right to modify its return and exchange policy.
Gift cards: The purchase of an ONA gift card is nonrefundable. Please note that purchases made with an ONA gift card can be returned for store credit only.
ONA bags and accessories are meticulously crafted using top-quality materials and hardware. All ONA products come with a limited one-year warranty that covers original workmanship and material defects. In the rare event that your ONA bag fails due to manufacturing or material defects within the first year of purchase, please contact us at [email protected]. Please allow 4-6 weeks for the repair process.
All in-stock items are shipped via FedEx within 1-2 business days. Orders received after 11am EST will be processed the next business day if the order contains in-stock items. Saturday and Sunday orders will be processed on the following Monday, excluding federal holidays. If an item in your order is not available, or if there are any other problems with your order, we will contact you immediately via email.
Orders that are shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
Leather: Our leather is designed to age gracefully and with the character expected from a designer bag. We recommend using a mild leather cream to maintain the leather’s appearance. To remove surface dirt, simply wipe the leather with a soft damp cloth.
Waxed Canvas: Clean off any visible dust or dirt with a light scrub brush or a damp sponge. Do not apply heavy detergents. To maintain the vibrant finish, reproof periodically with Martexin Wax.
If you are a retailer interested in stocking ONA products in a store outside of the United States, please contact the appropriate distributor as listed below. If we do not have a distributor in your territory, and you would like information about becoming a distributor, please contact us at [email protected].