Refund policy

OVERVIEW

Oga Label Atelier creates handcrafted luxury leather goods using traditional techniques. Due to the artisanal and often bespoke nature of our products, return and refund eligibility varies by product type.

Please review this policy carefully before completing your purchase.

ELIGIBLE ITEMS FOR RETURN

Only ready-to-wear (non-bespoke) items may be eligible for return or exchange, subject to the conditions below.

To qualify for a return:

  • The request must be made within 7 days of delivery (Nigeria) or 10 days of delivery (international).
  • Items must be unused, unworn, unaltered, and in original condition.
  • Original packaging, tags, dust bags, and accessories must be included.
  • Proof of purchase is required.

Returns that do not meet these criteria will not be accepted.

NON-RETURNABLE & NON-REFUNDABLE ITEMS

The following items are strictly non-returnable and non-refundable:

  • Bespoke, customized, or made-to-order items
  • Sale or discounted items
  • Items purchased during promotional campaigns marked “final sale”
  • Items damaged due to misuse, improper care, or normal wear and tear

By placing an order for any of the above, you expressly agree to these conditions.

BESPOKE & MADE-TO-ORDER ITEMS

Bespoke and made-to-order items are created specifically for you and involve personalized craftsmanship.

As such:

  • All bespoke and made-to-order sales are final
  • Refunds or exchanges are only permitted in cases of confirmed manufacturing defects

Production timelines and natural variations in leather are not considered defects.

EXCHANGES

Where eligible:

  • Exchanges are subject to product availability
  • If the replacement item differs in price, any balance must be settled before shipment
  • Customers are responsible for all shipping costs related to exchanges unless the item is confirmed defective

DEFECTIVE OR DAMAGED ITEMS

If you receive an item with a confirmed manufacturing defect or damage caused during transit:

  • You must notify us within 48 hours of delivery
  • Provide clear photographic or video evidence of the issue

Upon verification, we may offer:

  • A repair
  • A replacement
  • A refund (at our discretion)

Damage caused by wear, misuse, or improper care is not considered a manufacturing defect.

RETURN PROCESS

To initiate a return:

  1. Contact Oga Label Atelier through our official contact channels
  2. Provide your order number and reason for return
  3. Wait for return approval and instructions before sending the item

Unauthorized returns will not be accepted.

RETURN SHIPPING COSTS

  • Customers are responsible for return shipping costs unless the item is confirmed defective
  • Original shipping fees are non-refundable
  • We recommend using a trackable shipping service, as Oga Label Atelier is not responsible for lost return shipments

REFUNDS

Once an approved return is received and inspected:

  • You will be notified of the approval or rejection of your refund
  • Approved refunds will be processed to the original payment method

Refund Timeframes

  • Nigeria: 7–14 business days
  • International: 10–21 business days (depending on banks and payment providers)
  • Bank or payment processing delays are outside our control.

PARTIAL REFUNDS

Partial refunds may be granted where:

  • Items show signs of use
  • Packaging is missing or damaged
  • Returns are initiated outside the approved window

INTERNATIONAL RETURNS

International customers are responsible for:

  • Return shipping costs
  • Customs declarations and associated fees

Any customs charges incurred on returned items will be deducted from the refund amount.

CANCELLATIONS

Ready-to-Wear Orders

  • Orders may be cancelled before dispatch only
  • Once shipped, cancellations are not permitted

Bespoke Orders

  • Bespoke and made-to-order orders cannot be cancelled once production has commenced

REFUSAL OF DELIVERY

If a shipment is refused or returned due to:

  • Failure to pay customs duties
  • Incorrect address provided by the customer
  • Refunds (if applicable) will exclude shipping costs and any additional fees incurred.

CONTACT INFORMATION

For all return and refund inquiries, please contact Oga Label Atelier through the official contact details provided on our website.