QUESTIONS

It is a more sustainable way of producing: we only make what has already been ordered. When a product is on preorder it means it is still being produced, and you will receive it as soon as it is ready. The shipping start date for these products is always shown on the product page. Producing this way lets us avoid overproduction and cut down our waste.

** When an order contains one in-stock product and one preorder product, both are shipped together on the date expected for the preorder item.

If you are ordering from outside the European Union, your order may be subject to import taxes or customs duties, depending on the rules of your country. These fees are not included in the purchase price.

Important notes:

• Ölend does not cover customs fees — they are the responsibility of the customer.
• If any payment is due, the courier (for example UPS) will usually contact you directly.
• You can often pay these fees straight from the tracking link sent in your shipping confirmation.

For information about your specific case we recommend contacting your local customs office, or checking the courier tracking portal once your order has shipped.

We know customs fees can be frustrating, and we are always here if you have questions or need a hand with the process.

We are really sorry your bag did not arrive in perfect condition. We take product quality very seriously and we want to make this right for you.

If you received a faulty or damaged item, please write to our customer support team as soon as possible at contact@olendstore.com.

Please include in your message:

• Your order number
• A short description of the issue
• Clear photos of the fault or damage

That helps us assess the situation and find the best solution as fast as possible. Faulty items must be reported within 10 days of receiving your order.

We want your shopping experience to be smooth and flexible, wherever you are, so we offer a wide range of secure payment options.

Express checkout methods:

• PayPal
• Apple Pay
• Shop Pay
• Google Pay

Other payment methods:

• Credit & debit cards (Visa, MasterCard, Amex, UnionPay)
• Klarna* (available only on purchases in Euros)
• Bizum
• MB WAY
• Multibanco
• Sofort
• SEPA bank transfer
• Viva Wallet

When you reach the checkout page you will automatically see every option available in your country, each one shown with its name and icon.

If you run into any trouble while checking out, or have a question about payment, just write to us at contact@olendstore.com.

If you are hesitating between sizes of the Ona Bag, all the details and characteristics are always written on each product page. Here are a few notes that may help you decide.

If you are after a smaller bag for your essentials, the Micro and the Mini Ona are the best options — they still hold everything you need day to day.

The Micro Ona is the smallest version of our best-seller. It fits your phone, keys, wallet, earphones and a few extra small things.

The Mini Ona carries a book or notebook plus a water bottle and your daily essentials such as phone, wallet and keys. Its straps are removable, so you can swap their colour whenever you like.

The Compact Ona is the compact version of our most iconic bag. It is designed to hold everything you might need, including a 14" laptop, and it turns into a backpack by adjusting the straps.

The Ona Bag fits up to a 16" laptop, a book, a lunch box and a water bottle, plus all the smaller essentials. Depending on how you tie the straps you can wear it crossbody, as a tote, or convert it into a backpack — a must-have for urban explorers, commuters and travellers.

The Ona Pro is an upgraded version of that bestseller: same capacity, but with a zipped closure and an inner laptop sleeve to keep everything safe and organised.

The Large Ona Bag has the most capacity of all: up to a 17" laptop and a book, a change of clothes, a small toiletry bag and a water bottle. It works both for daily use and for weekend getaways.

You can see the whole family side by side in our shop. For future colour releases, keep an eye on our website or subscribe to our newsletter.

If you have decided to send an order back, here is everything you need to know:

• Return period: you can request a return within 15 days of receiving your item.
• Condition of the item: returns are accepted only if the product is in its original condition — unworn, unused, with tags attached and in its original packaging. Please include your receipt or proof of purchase.
• Shipping costs: we do not offer free returns. Once your return is approved, a shipping fee is deducted from your refund, as described in our refund policy. Shipping costs (and customs charges, when they apply) are not refundable.
• Returns from outside the EU: attach three copies of the return invoice to the outside of the parcel. That document comes with the return confirmation email — without it the parcel can be held at customs and cannot be processed.

How to request a return? Start your request from our returns & refund policy page and follow the steps, or write to us at contact@olendstore.com.

You can clean your bag with warm water, mild soap and a soft brush. Our bags cannot be washed in a washing machine.

Always keep the leather and metal parts dry, and let the bag air-dry completely before using it again.

As soon as your order is placed we start preparing it, so we cannot guarantee changes or cancellations once the order is confirmed.

In-stock orders

For orders with in-stock items only, preparation begins almost immediately, so it is not possible to:

• Add or remove products
• Change colours or quantities
• Modify the delivery address
• Cancel the order

Once the order is processed it is locked for changes.

On-demand or mixed orders (in-stock + preorder)

If your order includes on-demand items, or mixes in-stock and preorder products, there may be a short window to update it depending on the preparation status. Email us at contact@olendstore.com with your order details and the change you need, and we will do our best if the order has not entered the preparation phase.

What if my order is already being prepared?

• Need to change or remove a product? You can return it after delivery, following our return policy.
• Need to update the delivery address? Once your order ships you receive a tracking email — use that tracking number to contact the courier directly and arrange the delivery.

We are sorry your bag is not holding up as expected. We offer a one-year warranty on every purchase made through our online store.

If your product has developed a fault, email us at contact@olendstore.com with:

• A clear photo of the issue
• Your order number, or the email address used for the purchase

Once we review the case we will offer the most suitable solution — a replacement, a partial refund, or covering the repair cost — depending on the nature of the fault and the purchase date.

Sure. Write to us at contact@olendstore.com with your order number and any extra details you need on the invoice, and we will send it back to you.

We ship to many destinations, but there are some places we cannot reach yet. If a location does not appear in the dropdown list at checkout, it means we do not deliver there at this time.

If the confirmation email has not arrived, do not worry. A couple of quick steps:

• Check your spam or promotions folder — confirmation emails sometimes get filtered there by mistake.
• Still cannot find it? Write to us at contact@olendstore.com.

To help us find your order quickly, include the email address used at checkout or your full shipping address. We will locate the order and resend the confirmation as soon as possible.

Once we receive and inspect your returned item we let you know whether the return has been approved. To be eligible the item must be new and unworn, with tags intact and no signs of damage, and returned with the prepaid label from our return process.

If the return is approved we refund the original payment method automatically. Please allow up to 15 days for the amount to show in your bank account, depending on your bank's processing time.

A few important notes:

• Original shipping fees and customs charges are not refundable.
• The cost of the prepaid return label is deducted from your refund, unless the product was faulty or incorrect.
• Keep your return tracking number — we may ask for it as proof of return.
• Return shipping cost details are in our refund policy.

If you have any doubts, our support team is here at contact@olendstore.com.

It takes only a few seconds:

• Untie the knots and release the straps.
• Insert each strap into the lateral bottom piece on the same side.
• Tie a knot at the end of the strap.
• Close the top of the bag by pulling the strings.

We are sorry an item is missing. Please write to us at contact@olendstore.com with the following:

• Your order number.
• A photo of the package you received, so we can check whether something went wrong at our logistics centre.
• Whether you would rather receive the missing item or get a refund for it.

With all of that we can take care of the case and resolve it for you promptly.

Most of our bags are water-resistant, but not 100% waterproof. They hold up to a lot of water — we would not recommend swimming with one, but you will be fine if you get caught in the rain.

Please note that our denim, washed and cotton bags are not waterproof.

We offer free shipping:

• In Europe on orders over $150.
• In Asia-Pacific on orders over $200 (USD).
• In the US and Canada on orders over $200 (USD).

Free shipping applies when the subtotal of the products, excluding shipping and taxes, is above the amount indicated. For any other shipping fee, enter your address at checkout.

After you place an order there is a short processing period before it ships, and the timeline depends on what is in the order:

• In-stock items: shipped within 1–2 business days (weekends and local holidays excluded). Delivery times may vary slightly during peak seasons.
• Preorder items: shipped on the estimated date shown on the product page and in your order confirmation. Preorders cannot be expedited.
• Mixed orders (in-stock + preorder): everything travels together once all items are ready, based on the latest preorder date.

Tracking your order

As soon as your order leaves our warehouse you receive a shipping confirmation email with a tracking link to follow the parcel in real time. Our estimated delivery times are:

• Spain & Portugal: 24–72h
• Europe: 2–4 days
• UK: 4–6 days (parcels may be held at customs)
• Japan, Korea, Singapore, Hong Kong, Taiwan: 1–3 days
• Rest of the world: 3–6 days

If you need help at any point, just reach out at contact@olendstore.com.

When you return an item, the refund covers the value of the product only. These costs are deducted:

• The original shipping fee
• The cost of the prepaid return label used to send the item back

Those deductions do not apply if the item was faulty, or if you received the wrong product.

Customs charges and shipping fees are never refundable. You can read the full details in our shipping & refund policy.

To make sure your return is processed quickly and without issues, follow these simple steps:

1. Repack the item

Place the product in a secure protective bag or box, making sure it is:

• In its original condition
• Unused and with all original tags attached
• Packed in its original packaging

2. Attach the return label

Use the return label we emailed you and stick it firmly to the outside of the parcel, with the barcode visible and easy to scan.

3. For returns outside the EU

• Print 3 copies of the return invoice (attached to your return confirmation email).
• Attach all 3 copies securely to the outside of the parcel.

This is essential to avoid customs delays and to make sure the package reaches our warehouse smoothly.

We are sorry about the issue with your bag.

If you bought it through one of our official retailers, please contact the store directly — they can assist you and get in touch with us if needed. Once the retailer contacts us, we work together to find the best solution for the defective product. You can find the shops that carry our bags on our retailers page.

Thanks for your understanding!

A gift card is always a safe choice when you are not sure which bag to pick for a friend, family member or colleague.

Buying one takes a few quick steps:

• Open the gift card product page.
• Select the amount you want to spend from the dropdown menu.
• Click Add to cart.

A gift card is never a mistake.

Please try the following:

• Clear your browser cache from the browser settings (browsing data / cache).
• Try a different browser, in case ours does not fully support the one you are using.
• Try a different payment method.

You can always contact us at contact@olendstore.com.

We do not have our own store, but you can find our bags at a selection of partner retailers around the world. The full list is on our retailers page.

Once your order is on its way we keep you updated at every step.

Track your order

• After placing your order you receive an order confirmation email with the estimated delivery date.
• When your order ships you receive a shipping confirmation with a tracking number — use it to follow the parcel in real time.

No tracking movement yet?

Sometimes tracking only updates once the parcel reaches your country, and there can be small delays during busy periods. This is normal and usually resolves within a few days.

Write to us at contact@olendstore.com if more than 48 working hours have passed since your shipping confirmation with no update, or if you cannot find your tracking email. Please include:

• Your order number
• The email address used at checkout
• Your shipping address

We will track it down quickly and get back to you with the best possible solution.

We know how important it is to get your refund on time. Here is what to expect:

Refund timeline

Once your return is received and processed by our team, we issue the refund to your original payment method. This usually happens within 3–5 business days after the returned item reaches us.

Bank processing times

After the refund is issued on our side, your bank or card provider may take another 5–15 business days to process it and show it in your account. Processing times vary between financial institutions.

Still not showing?

• If more than 10 business days have passed since our refund confirmation and the amount is still not visible, contact your bank or card issuer to check for pending transactions.
• If it is still missing after that, write to us at contact@olendstore.com and we will look into it.

Once your order is placed we prepare it right away to deliver on time to the address you gave us, so we cannot guarantee cancellations or changes to the delivery address or the products chosen.

1. In-stock orders

If the items are in stock we start preparing them immediately, so changes are not possible. To prevent the parcel from returning to our warehouse, you can contact the carrier directly or try to update the address through the tracking number.

2. On-demand or combined orders

For on-demand orders, or orders combining in-stock and preorder items, there may be a window to apply changes or cancellations depending on the preparation status. Contact us at contact@olendstore.com with all the details, and if the order has not entered the preparation phase our team will do their best.

What if my order is already being prepared?

When your parcel leaves our warehouse you receive a tracking number by email — use it to contact the carrier directly and arrange any change to the delivery.

Of course, we have plenty of ideas for your corporate gifts. Write to us at contact@olendstore.com to request — and even personalize — your order. A member of our team will get in touch shortly to help finalize the details and prices.

Once your order is being prepared, or has already shipped, we cannot modify the delivery address. There are, however, a few alternatives:

Tracking & pickup options

• Use the tracking link in your shipping confirmation email to follow the parcel.
• In many cases you can redirect the package to a nearby pick-up point from the courier tracking page, and collect it whenever it suits you.

Shipping to hotels or temporary addresses

Include the hotel or building name along with your own name when placing the order, so the courier can identify the recipient correctly.

Please note: the delivery address cannot be changed once the order has been dispatched.

We are so sorry about that. If you received the wrong bag — wrong model, colour or size — email us at contact@olendstore.com with:

• Confirmation of the condition of the package, and your order number.
• Clear photos of the item you received and of the shipping label(s) on the package.

That helps us identify what went wrong at our logistics centre.

What happens next? We notify our warehouse and arrange to send you the correct item, and we organise a pickup so the incorrect bag comes back to us. Thanks for your patience — we will make it right as quickly as possible.

The laptop size each model holds is always listed in the product details, so check the page of the bag you are interested in. As a quick reference: the Compact Ona takes up to a 14" laptop, the Ona Bag up to 16", and the Large Ona up to 17".

If tracking shows your order as delivered but nothing arrived, try these steps first:

Check the usual delivery spots:

• Ask people at home, neighbours or building staff (reception, concierge) in case they accepted the parcel for you.
• Look where couriers sometimes leave packages: side doors, porches, mailrooms or delivery lockers.

Still missing?

If you have checked every possible location and the package is still unaccounted for, write to us at contact@olendstore.com with your order number, the email address used at checkout and your shipping address. We will open an investigation with the courier straight away and keep you informed at every step.

Please inspect your order when it arrives and contact us immediately at contact@olendstore.com if the item is defective or damaged, or if you received the wrong item. In these cases returns are free of charge.

To help us act fast, send your order number together with clear images showing the flaw, or the item you received by mistake. Once we have the images we assess the incident and work to resolve it as quickly as possible.

Yes. You can buy straps in different colours for selected bags and personalize your look — this option is currently available for the Mini Ona Soft Bag.

Want to switch things up? Extra straps are sold separately in our shop.

We love seeing your combinations — share yours with us here.

If your address was written in a non-Latin alphabet, such as Japanese, our shipping system may not process it. Please send us your name and address in English so your order can be delivered without delay.

To make it easier, send us: name, address, apartment, city, postal code and contact number, at contact@olendstore.com. We will update it in our system and let you know once the parcel leaves our warehouse.

If the bag you have your eye on is out of stock, there is a good chance it will come back.

Many of our products are made on demand, which means they sell out once a production batch is finished. When a new production window is confirmed, the item is usually available again on preorder.

To stay updated:

• Keep an eye on our website.
• Or subscribe to our newsletter to be the first to know when your favourite bag is back.