Shipping
✦ What countries do you ship to?
We’re happy to say that we ship worldwide! ✈️
No matter where you are, we’ll do our best to get your order to you. Please note that delivery times may vary depending on your location. 💌
✦ How much is shipping ?
Shipping fees are automatically calculated and displayed at checkout, so you’ll always know the total before confirming your order.
✦ When will my order arrive?
All orders are carefully prepared and shipped within 24–48 hours after being placed. ✨
Estimated delivery time is 5–12 business days, depending on the destination.
Please note that delivery times may vary during holidays, weekends, or due to customs delays.+
You can track your order here
✦ Can I track my order?
Once your order has shipped, you’ll receive an email with your tracking number.
You can follow your parcel here.
Payment
✦ What payment methods do you accept?
We accept the following credit cards: Visa, MasterCard, American Express, and PayPal.
If you decide to use Paypal, you’ll be taken to either the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
All payments are processed securely and encrypted for your protection.
✦ Where is my refund?
We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Ordering and delivery
✦ Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@ohlilou.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
✦ How do I cancel my order ?
Once you’ve placed your order, we start preparing it pretty quickly.
If you reach out to us right after ordering at support@ohlilou.com, we’ll do our best to cancel it before it’s processed.
If it’s already on its way, don’t worry — you’ll still be able to return it once it arrives 💖
✦ When will I get my order?
All orders are carefully prepared and shipped within 24–48 hours after being placed. ✨
Estimated delivery time is 5–12 business days, depending on the destination.
Please note that delivery times may vary during holidays, weekends, or due to customs delays.+
You can track your order here
Returns and refunds
✦ What is the return policy?
Of course! You can request a return within 30 days of receiving your item.
Just email us at support@ohlilou.com with your order number and reason for return, and we’ll guide you through the process.
Please note: return shipping costs are covered by the customer.
✦ My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@ohlilou.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
✦ Where is my refund?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds 3 days after receiving the item into our warehouse, but it can take up to 10 days for your bank or credit card provider to process the refund into your account, or onto your card.
About us
✦ About us
Ohlilou is a bag brand made for real life.
We create vegan leather bags designed to look good, feel good and actually fit everything you need. Timeless shapes, thoughtful details and that effortless vibe you can wear every day.
More than bags, it’s about how you move, what you carry and how you show up.
Carry more. Live more.
