CUSTOMER CARE

• Return & Exchange Policy
• WARRANTY & REPAIRS
• Shipping Policy
• International Shipping
• Order Status
• Product Care
• International Distributors

Return & Exchange Policy

ONA stands behind the quality of each of our products by offering an easy return process. We will gladly refund or exchange new, unused merchandise purchased from onabags.com within 30 days of purchase. We’ll send you a shipping label and deduct $10 from your refund to cover return shipping. Please note international orders can be returned / exchanged but the return shipping fees will not be covered by ONA.

To process a return, simply log into your account, choose your order, and select "Request RMA." If you do not have an account on onabags.com, select Guest RMA, enter your order number and the email address used to place your order, and we will reply promptly with return instructions.

Holiday Returns: Gift purchases shipped from ONA between November 24, 2017, and December 22, 2017, qualify for our extended holiday return policy. Any new, unused product in its original condition and packaging that is purchased from onabags.com during this time period may be returned to ONA for a refund or exchange through January 12, 2018.

Holiday Shipping: Please note the following special 2017 holiday ship dates: Items ordered between November 23 - 26 will ship November 27; items ordered between December 23 - 25 will ship December 26; items ordered between December 30 - January 1, 2018 will ship January 2, provided there are no unexpected delays.

Giftcards: 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.

WARRANTY & REPAIRS

ONA bags and accessories are hand-crafted using the top-quality materials, sourced from the finest purveyors around the globe. All ONA products carry a lifetime warranty, covering all original workmanship and material defects on products purchased directly from our website or one of our authorized retailers. The warranty does not cover damage due to improper care, negligence, misuse, accident, or natural wear and tear that occurs to the product and materials as the bag is used over time. Please note that due to the artisanal production of our collection and the organic nature of our materials, variations in leather and patina on hardware are expected, and are part of what makes every ONA bag so unique.

If you have any questions or concerns regarding your ONA product, please contact customercare@onabags.com.

Shipping Policy

We offer free shipping on orders of $100 or more via FedEx Home Delivery for orders in the contiguous U.S. All in-stock items are shipped 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.

International Shipping

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.

Order Status

To check the status of your order, please login to your account. If you have additional questions regarding your order please contact us at customercare@onabags.com

Product Care

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.

International Distributors

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 wholesale@onabags.com.