FAQs
Shipping & Delivery
General Shipping Info
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 — we’d be happy to explore a custom shipping solution for you.
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 weeks. International orders normally arrive within 1-2 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 are pleased to offer a complimentary prepaid return label for all full-priced items. Once your return request has been submitted and approved by emailing us at info@ottaviaofficial.com, you will receive your return label via email.
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.
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 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.