Return & Refund Policy

OVRQELIA™ / THE BAG COLLECTION

Here to help after delivery.

We want you to feel comfortable choosing your OVRQELIA™ bag. This policy explains the return period, how to send an item back, return shipping costs, and when to expect a refund.

180

CALENDAR DAYS

Return period after confirmed delivery

START A RETURN

5–10

BUSINESS DAYS

Target to issue an approved refund

1–2

BUSINESS DAYS

Customer support response target

01 / RETURN WINDOW

Time to decide if it's the one.

You may request a return within 180 calendar days after confirmed delivery. The period begins on the confirmed delivery date, rather than the date the order was placed.

This policy covers eligible bags purchased directly from the OVRQELIA™ online store, including products in The Everyday Edit and The After Hours Edit.

02 / RETURN ELIGIBILITY

Please keep everything together.

For a standard return, the bag should be in its original condition, without signs of use beyond reasonable inspection. Include any detachable strap, chain, or other component supplied with the bag, along with its original tags and available packaging.

If an item arrived damaged, incorrect, or incomplete, please contact us even if it does not meet the standard condition described above. We will review that issue separately.

03 / HOW TO REQUEST A RETURN

Three steps to get started.

STEP 01 / CONTACT US

Email server@ovrqela.com within 180 calendar days after confirmed delivery. Include your order number, the bag's name, and the reason for your return.

STEP 02 / RECEIVE INSTRUCTIONS

Wait for our return confirmation and shipping instructions. Our team will explain whether a return shipping label is provided or whether you need to arrange shipping yourself.

STEP 03 / SEND THE BAG

Pack the bag and all included components securely. Follow the address and shipping instructions in our return confirmation, and retain your shipping receipt or tracking number.

RETURN MAILING ADDRESS

Ship only after receiving confirmation.

Hangzhou Haizong Apparel Co., Ltd.
Room 1364, West Building, No. 97 Tanhua'an Road,
Kaixuan Subdistrict, Shangcheng District,
Hangzhou City, Zhejiang Province, China
Tel: +86 186 7668 8753

Please obtain a return confirmation from server@ovrqela.com before mailing a parcel. Include your order number so your return can be identified.

04 / RETURN SHIPPING COSTS

Who pays to send it back?

Changed your mind or chose a different style? You are responsible for return shipping costs when the bag is returned for a preference-related reason, such as a change of mind or choosing a different color or style.

Received a damaged, incorrect, or materially misdescribed bag? Contact us before shipping it back. If we confirm an issue with the item or an error in fulfillment, we will cover reasonable return shipping costs or provide an appropriate return arrangement. Please follow the instructions we send you.

05 / DAMAGED OR INCORRECT ITEMS

Tell us what arrived.

If your bag arrives damaged, is not the ordered style or color, or is missing a component listed on its product page, email us your order number and clear photographs of the item, its packaging, and the issue. Keep the item and packaging until our team has reviewed your request and provided instructions.

06 / REFUND TIMING

After we receive and review your return.

Once your return arrives, we will review the item and notify you whether the refund is approved. We aim to issue an approved refund to the original payment method within 5–10 business days after approval.

Your bank or payment provider may take additional time to post the funds to your account. If you have not received a confirmed refund after the expected processing period, contact us with your order number.

07 / EXCHANGES & ORDER CHANGES

Looking for another color or silhouette?

If you would prefer a different OVRQELIA™ bag or color, contact us with your order information and the option you want. Our team will explain the available steps based on your order status and product availability.

For an address correction or cancellation request, contact us as soon as possible. We will check whether the request can still be completed; changes may no longer be possible once processing or dispatch has progressed.

08 / CONTACT OVRQELIA™

We're here to help.

Email server@ovrqela.com or call +86 186 7668 8753. Our customer support response target is 1–2 business days.

Operating company: Hangzhou Haizong Apparel Co., Ltd.
Legal representative: Zhan Zhangmei
Company address: Room 1364, West Building, No. 97 Tanhua'an Road, Kaixuan Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province, China
Unified Social Credit Code: 91330102MAKAUDM95P
Established: April 22, 2026