FAQs

Everything you need to know about ordering, shipping, and caring for your Onna Handmade bag. Can't find your answer below? Email us at onnahandmade2026@gmail.com or message us on WhatsApp at 01023338824.

Ordering & Products

What are your bags made of?
Every Onna bag is made from 100% genuine leather, chosen for its character, durability, and the way it ages beautifully over time.

Who makes your bags?
Each piece is handmade by skilled artisans, including talented makers with hearing disabilities — so every bag is made with real craftsmanship and real purpose.

Are your bags really handmade?
Yes — every Onna bag is crafted by hand with care, and many are made to order just for you.

Why does my bag look slightly different from the photos?
Because each piece is made by hand from genuine leather, small natural variations in colour, texture, stitching, or finish are normal. These aren't defects — they're part of the character of a handmade piece and make your bag unique.

Shipping & Delivery

Where do you ship?
We currently ship within Egypt only.

How long will my order take?
Since each item is handmade, please allow 10–15 days from the day you place your order to receive it. This covers both crafting your bag and delivering it to your address. During busy seasons, sales, or holidays it may take a little longer — if we expect a significant delay, we'll contact you directly.

How much is shipping?
Shipping is calculated automatically at checkout based on your delivery address, so you'll always see the exact cost before you pay.

Can I track my order?
Once your order is dispatched, we'll send you a confirmation. If a tracking number is available from the courier, we'll include it so you can follow your order's journey.

What if my address is wrong?
Please double-check your shipping address before completing your order. We can't be responsible for orders delayed, lost, or returned due to an incorrect or incomplete address. If a package comes back to us, we'll contact you to arrange re-delivery (extra shipping charges may apply).

Returns, Exchanges & Refunds

What if my item arrives damaged?
We're happy to offer a return or exchange for damaged or defective items within 14 days of delivery. The item must be unused and in the same condition you received it, and you'll need to contact us with your order number and clear photos of the damage. We recommend inspecting your order with the courier at delivery when possible — but if you didn't, you're still covered.

How do I start a return or exchange?
Email us at onnahandmade2026@gmail.com with your order number and photos of the item, and we'll guide you through the next steps.

How are refunds handled?
If a refund is approved, it's issued to your original payment method. Please allow a few business days for it to appear, depending on your bank or payment provider.

Are handmade variations covered by returns?
Small natural variations in colour, texture, stitching, or finish are part of a handmade piece and aren't considered defects, so they're not eligible for return on their own.