Refund policy

At OANA, we have a 30-day return policy, which means you have 14 days after receiving your bag to request a return.


Return eligibility
To be eligible for a return, your bag must:

  • Be in the same condition as when you received it

  • Be unused and unworn

  • Have all original tags attached

  • Be returned in its original packaging

  • Be accompanied by a receipt or proof of purchase


To start a return, please contact us at oanabyhilje@gmail.com.
Please note that returns must be sent to the following address:
OANA AB
John Ericssonsgatan 6
112 22 STOCKHOLM
SWEDEN

If your return is approved, we will provide instructions on how and where to send your return.

Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.

Items sent back without first requesting a return will not be accepted.

If you have any questions regarding returns, you can always contact us at oanabyhilje@gmail.com.

Damaged or incorrect items

Please inspect your order upon receipt and contact us immediately if your bag is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable items

The following items are non-returnable:

  • Custom-made or personalized bags, meaning bags made according to the customer’s specific requests (these are not covered by the right of withdrawal)

If you are unsure whether your bag qualifies for return, please contact us before sending it back.

Exchanges

The fastest way to ensure you receive the bag you want is to:

  1. Return the bag you have

  2. Once the return is approved, place a new order

European Union 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the legal right to cancel or return your order within 14 days. To qualify for a return under the EU cooling-off period, the bag must be:

  • Unused

  • In original condition

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

Please note: The right of withdrawal does not apply to bags that are custom-made according to the customer’s specific wishes.

Return shipping costs are borne by the customer.

Refunds

We will notify you once we have received and inspected your return and inform you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at oanabyhilje@gmail.com.