Returns
WHAT IS YOUR RETURN POLICY?
Is it not what you were looking for? No biggie, people change their minds. We understand. All purchases, except Pre-Loved items, may be returned within 45 days.
To accept your return, the item must be unworn and undamaged. All returned items need to include original packaging, including all tags. It is important to note that if any essential component is missing from the return, such as a strap or an item, the return process cannot be completed, and a refund will not be issued.
To make it easy for you, we have a return portal that should be used if you want to return an item.
Please be aware that monogrammed products and products bought at one of our retailers can't be returned to us.
Please be aware that orders made in store can only be returned in our store. Note that we do not accept returns from HQ sample sales nor Pre-Loved items.
If there does appear to be an issue with your purchase of these items, please contact us at customerservice@omybagamsterdam.com and we will do our best to resolve this for you.
HOW CAN I RETURN MY ORDER?
Please add your order information in our return portal and you will receive your shipping label via email. After that, you simply need to print it, attach it to the package and drop it at a shop that has a partnership with the shipper chosen.
It is key that you use our return portal, so we can always track your product and make sure you get your refund as soon as possible.
Depending on your country, you may be asked to pay a returning fee. The full cost list can be seen below.
We will make sure to refund the purchase amount back to your bank account as soon as possible. Once we received the item(s) back in our warehouse, the amount to be refunded will be in your bank account within 3 to 5 business days. You’ll receive a confirmation email from our customer service team when all is said and done.
If you are returning from the Netherlands, you have the option of a paperless return. This means you don't have to print a shipping label. Select the 'PostNL Paperless' option in the return portal. This option is more sustainable!
HOW MUCH DOES RETURNING COST?
ZONE 1: Free
Belgium, The Netherlands
ZONE 2: €5
Germany, France
ZONE 3: €10
Austria, Czech Republic, Hungary, Luxembourg, Slovakia
ZONE 4: €15
Estonia, Ireland, Italy, Latvia, Lithuania, Sweden
ZONE 5: €20
Albania, Andorra, Belarus, Bosnia and Herzegovina, Bulgaria, Canada, Channel Islands, Croatia, Cyprus, Denmark, Faroe Islands, Finland, Gibraltar, Greece, Vatican City, Iceland, Isle of Man, Liechtenstein, Macedonia, Malta, Moldova, Montenegro, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovenia, Spain, Ukraine, United Kingdom
Rest of world: €35
CAN I RETURN MY PURCHASE IN STORE?
We accept returns for all orders in our flagship store on the Ceintuurbaan in Amsterdam. Just make sure to have your order number or receipt ready so our team can best take care of you. Purchases can be returned for a gift voucher or a refund.
For orders made in store, the refund will be done immediatly.
For online orders, the refund needs to be processed at our headquarters and the purchase amount back will be refunded to your bank account within 2 to 5 business days.
HOW CAN I EXCHANGE MY ORDER?
We accept exchanges at our flagship store in Amsterdam.
Currently we can't make exchanges online. But no worries, you can always return your previous order and place a new order to get the O My Bag you want!
WHAT IF I DIDN'T PURCHASE MY ITEM DIRECTLY FROM O MY BAG?
If your order was not purchased at our online store or in our flagship- or brand store, we can’t help you with a return. Please contact the store where you purchased your item.
MY NEWLY ARRIVED O MY BAG HAS A SCRATCH OR SPOT ON IT, WHAT SHOULD I DO?
Our premium quality eco-friendly leather is tanned without the use of harmful chemicals and has no synthetic top finish. Because of this, the vegetable tanned leather is not flawless. With time and usage, it is likely that you will see scratches and irregularities in the color and texture of your bag. But these characteristics make it a unique product that ages beautifully over time.
Want to see and feel our products in real-life? Come and visit one of our stores, we’re happy to help you out. If you don't live nearby, you can look for a reseller in our Store Locator.
Tip: We love the Collonil Leather Lotion to moisturize your bag and to swipe away scratches and stains. You can buy the product in our webshop or in our physical store. But if you just drop by our store, we’d be happy to give your bag or smaller item a little free treatment as well.
THE COLOR OF THE PRODUCT IS DIFFERENT FROM WHAT IT LOOKS LIKE ON YOUR WEBSITE.
Due to the natural tanning process used for our leather, the colors can vary from time to time per product. The photos we use on our website are intended to match the actual product as closely as possible. However, colors may vary slightly from the picture and we cannot guarantee every picture will accurately depict the actual color of the product.
Note: Due to the natural process, the color of your bag will change over time naturally.
Do you want to know more about our leathers? Check out Our Leathers page.
Contact customerservice@omybag.nl if you have any further questions and we will do our best to advise you.
I RECEIVED A DAMAGED/ INCORRECT ITEM, WHAT TO DO?
If you have received a damaged, defect or incorrect item, contact customerservice@omybagamsterdam.com with a photo of the damage, or the wrong item you received, as well as your order number. We’re happy to sort it out for you!
I HAVE A DIFFERENT QUESTION!
