FAQs
Shipping & Delivery
General Shipping Info
We ship to Canada, the US, UK, Europe and Australia. Once your parcel has been shipped, you will receive a confirmation email with a tracking number.
All orders are shipped from our warehouse in Canada as we are founded in Rome and based in Canada at the moment with plans to expand our warehouses in Italy.
Shipping rates are provided at checkout. Please note that any additional duties and taxes incurred at customs are not included in our shipping cost and are the responsibility of the customer.
Don’t see your country listed? Send us a message to see how we can accomodate your special request.
Customs Duties and Taxes
CANADA - Duties & Taxes Included.
USA - Duty free on orders below $800 USD.
INTERNATIONAL - Duties subject to country regulations.
How Long Does An Order Take To Arrive?
Domestic orders within North America usually arrive within 1 - 2 weeks. International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
How Can I Track My Order?
Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates from your confirmation email.
Which Payment Methods Do You Accept?
OTTAVIA accepts the following payment methods for online purchases:
• All major credit cards, as shown at checkout
• PayPal: if you do not have an account yet, you can create one while shopping with us
• Apple Pay, Google Pay, Samsung Pay
Please note that your billing address must match the address on your credit card statement.
Returns & Refunds
General Return Information
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Once a return has been requested you will receive an email with your return label.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@ottaviaofficial.com. We will begin processing your return as well as provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@ottaviaofficial.com.
How to return my item?
Send us an email and we will email you a return label.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Change I exchange my item?
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.
Our Bags & Leather
Where are your bags made?
Every OTTAVIA bag is handmade in Italy—the birthplace of the world’s finest leather. Our story is deeply connected to Italian craftsmanship. We proudly collaborate with artisans to create timeless leather pieces that embody quiet luxury and enduring quality.
What are your bags made from?
Our bags are handcrafted in Italy using premium Italian leather or suede—chosen for its timeless appeal, strength, and longevity.
Do I need to use leather protector?
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.
How do I protect my suede?
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.
Payments & Safety
What forms of payment do you accept?
We accept payments from PayPal and all major credit card companies including Visa, Mastercard, and American Express.
Is my payment information safe?
Yes, your payment information is completely secure. OTTAVIA uses Shopify’s encrypted payment platform, which meets the highest industry standards for data protection and security.