Frequently Asked Questions

Shipping

  • We currently ship to Canada, the United States, the United Kingdom, Europe, and Australia. All orders are dispatched from our warehouse in Canada. While our brand was founded in Rome, we are currently based in Canada with plans to expand our logistics operations to EU in the near future.

    Once your order has shipped, you’ll receive a confirmation email with a tracking number so you can follow your parcel’s journey.

    Shipping rates are calculated at checkout based on your location and order details. Please note that any additional customs duties, taxes, or import fees are not included in our shipping costs and are the responsibility of the recipient.

    Don’t see your country listed at checkout? Reach out to us and we’d be happy to explore a custom shipping solution for you.

  • Orders shipping within USA or Canada will not incur any additional duties, taxes, or fees.

    All international deliveries, shipping outside of Canada or the USA, may be subject to duties and taxes. Duties and taxes are unique to each region and they are the responsibility of the customer.

  • We strive to process and ship all orders within 1–2 business days. During periods of high demand, such as promotional events, processing times may extend to 3–6 business days. Please note that processing time is separate from shipping transit times.

    As of February 2025, shipments to the United States may experience delays due to recent border and tariff changes. We are actively monitoring the situation and will provide updates as needed.

  • On occasion, a shipping carrier may mark a package as delivered before it has arrived. If you receive a delivery notification but have not yet received your order, we recommend the following steps:

    Please allow an additional two business days, as packages are sometimes delivered shortly after being marked as delivered.

    Check with household members, building management, or nearby neighbours to confirm whether the package was received on your behalf.

    Contact your local post office directly, as they are best equipped to provide detailed delivery information. Ask for confirmation of the delivery route and carrier for that day.

    If the package cannot be located, please contact the shipping carrier to file a claim.

    Please note that OTTAVIA is unable to replace or refund orders that are confirmed as stolen after delivery.

  • A shipment cannot be considered lost in transit until 30 days have passed from the last tracking update. This allows the carrier time to investigate, locate, and potentially resume delivery of the package.

    If you believe your order may be lost, please contact us at info@ottaviaofficial.com, and our team will work directly with the carrier to investigate on your behalf.

  • Once you place your order, you will be able to see the details of the purchase, follow its preparation, and see shipping updates from your confirmation email.

Returns & Exchanges

  • Yes, we offer full and partial refunds.

    Please enquire for more information about our Refund policy.

  • We are pleased to accept returns for eligible full-priced items within our return guidelines. For orders placed after October 1, 2025 customers are responsible for the cost of return shipping. Once your return request has been submitted and approved by emailing us at info@ottaviaofficial.com, we will provide the return address and instructions.

    Returns must be submitted within 14 days of receiving your order. If more than 14 days have passed, unfortunately, we are unable to accept your return.

    All items must be returned in the same condition in which they were received — unused, unworn, unwashed, with original packaging intact (including boxes, dust bags, protective film, and tissue paper where applicable). We are unable to accept returns for any items that appear worn, used, damaged, or are missing any part of their original packaging.

    We reserve the right to refuse any return that does not meet our return requirements. If your return is not accepted, it will be sent back to you and a refund will not be issued

  • Send us an email at info@ottaviaofficial.com

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Orders

  • If you need to request a change or cancellation, contact our team as soon as possible with the following information:

    • Your order number
    • The requested change or cancellation, including updated product details or shipping address

    While we will do our best to accommodate requests, we cannot guarantee that an order can be modified or cancelled once it has been placed.

    Please note that preorder items cannot be cancelled or modified if the anticipated ship date is within 10 days of the request.

    We reserve the right to cancel and refund any order at our discretion, including in cases of pricing errors, suspected fraud, or inventory discrepancies. If an order is cancelled by us, you will be notified and refunded in full.

  • If you believe you may have received the wrong product, or received a damage please email us at info@ottaviaofficial.com so we can make this right for you.

    Any concerns regarding the product received must be brought to the attention of our team within 2 weeks of the delivery date.

Product Information and Care

  • Every OTTAVIA bag is handcrafted in Italy by skilled artisans. Rooted in a tradition of fine leatherwork, each piece reflects a commitment to quality, craftsmanship, and timeless design.

  • Our bags are handcrafted in Italy using premium leather or suede chosen for its timeless appeal, strength, and longevity.

  • Caring for your OTTAVIA bag begins with simple, intentional steps. A quality leather protector or conditioner can help preserve its finish and extend its life. For added assurance, we recommend visiting a leather care specialist to find the right product for your piece.

    If your bag is suede, a protective spray will help minimise colour transfer and shield it from everyday wear.

    Before treating the full bag, always test any product on a hidden area to ensure compatibility. Thoughtful care will keep your OTTAVIA piece looking beautiful for years to come.

  • Protect your suede bag with a high-quality suede spray to guard against moisture and colour transfer always test on a discreet area first. Store it in its dust bag and brush gently to maintain its texture over time.

Promotional Codes

  • Subscribe to our newsletter and receive 10% off your first order. Offer valid on your first purchase only, one per customer, and applicable to full-priced items.

  • At this time, we're unable to offer stacking on discount codes, including free shipping codes.

  • Unfortunately, we can't offer price adjustments. Once an order is placed, we cannot apply a discount retroactively. This applies to both full-priced products that go on sale and sale items that receive further markdowns after purchase.

  • We reserve the right to modify or cancel any order that includes a discount code that was not intended to be live, misused, or applied outside of its intended conditions. If this applies to your order, our team will reach out to you before processing any changes.