Refund policy
Every Onna Handmade bag is crafted by hand, and we want you to love what you receive. Please read our return and exchange policy below.
Check Your Order on Delivery
We encourage you to inspect your order with the courier at the time of delivery, before the courier leaves. This is the quickest way to confirm your bag arrived in perfect condition — if you notice any damage, you can point it out to the courier right away.
Returns & Exchanges for Damaged Items
We understand it isn't always possible to check your package before the courier leaves. If you accepted your order without inspecting it, don't worry — you're still covered. If your item is damaged or defective, we're happy to offer a return or exchange within 14 days of receiving your order. To be eligible:
- The item must be unused and in the same condition in which you received it.
- - You must contact us within 14 days of delivery with your order number and clear photos of the damage.
Once we receive and review your request, we'll arrange an exchange for the same item or, where that isn't possible, a refund.
Please Note: Handmade Variations
Because each bag is made by hand, small natural variations in color, texture, stitching, or finish are normal and are part of the character of a handmade piece. These are not considered defects.
Refunds
If a refund is approved, it will be issued to your original payment method. Please allow a few business days for the refund to be processed and to appear in your account, depending on your bank or payment provider.
How to Start a Return or Exchange
To request a return or exchange, contact us at onnahandmade2026@gmail.com with your order number and photos of the item. We'll guide you through the next steps.
Contact Us
If you have any questions about our return and exchange policy, please reach out to us at onnahandmade2026@gmail.com or call/WhatsApp us on 01023338824. We're happy to help.