FAQ’s

Products

Where are your products made?

All our products are made in Colombia by artisans who have exceptional know-how and make unique and high-quality pieces.

Our products come from all over the country and are the result of multiple journeys that have allowed us to discover Colombian cultural richness.

How do you choose the artisans?

During exploratory journeys in search of partner artisans, we meet passionate and creative men and women.

We visit their workshops, learn about their work and submerge ourselves in the product’s history so we can share them with you.

The artisans who work with O’unaa are renowned in their field. Some of them are master craftsmen, train members of their community in their working techniques, and play a leadership role in social change.

O’unaa’s artisans love to explore their know-how. For this reason, they continue to develop their techniques through creative workshops, new designs and improve their working techniques.

What types of materials do you use?

Most of the materials used in the manufacture of our products are naturally sourced. Indeed, during the creative process, artisans draw on local raw materials. They are largely unchanged and have been used for many years within their community.

Tetera straw, Iraca straw, and chocolatillo fiber are materials that come up repeatedly in our product’s description. Those are endemic plants and are a reflection of Colombian biodiversity.

Our commitment is also to the environment. The woods for our products come from certified crops and recycled packaging.

What about product maintenance?

To learn how to maintain your O’unaa product, have a look at the product sheet for the product in question.

How do you set the prices?

O’unaa proposes high-quality products. Our pieces are previously conceived and crafted by artisans. 

These are produced in small quantities and are 100% handmade.

We apply prices allowing us to remunerate craftsmen’s work equal to the quality of their work.

My account

Changing your password and personal information

To change your password, go to ‘My Account’.

You can also change or delete personal information, such as your date of birth,, telephone number, etc.

Placing orders on ounaa.com

Changing an order

You can add or remove items from your basket at any time before your order has been confirmed.

Once your order has been placed, you will have to cancel the entire order should you wish to change, add or remove an item. Please be aware that you only have one hour to cancel an order after it has been placed.

You can manage your order from your O’unaa account. If this is not so, contact us at contact@ounaa.com 

Can I change my shipping address?

Yes. You have the option of changing your shipping address from your account before your order has been confirmed.

If your order has already been confirmed, or you do not have an O’unaa account, contact us by email at contact@ounaa.com within the first 24 hours following your purchase to change your address. 

Canceling an order

Once your order has been confirmed, you have one hour to cancel it should you need to. To do so, go to the ‘My Account’ page.

After one hour is up, you will be unable to cancel the order. However, once you have received your package, you will have 14 days to send back your items and claim a refund.

Delivery & returns

Delivery countries

For now, we ship our products in France and Europe (have a look at destinations below):

Germany, Austria, Belgium, Bulgaria, Southern Cyprus, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom and Northern Ireland, Slovakia, Slovenia, Sweden.

When will my order be shipped?

We ship within 2-3 business days following the order’s confirmation. You will receive the tracking information as soon as it is shipped.

Tracking your order

Once your order has been sent, you will receive an email with a tracking number, which you can use to track your order (valid on the website of the shipping partner of your choice).

Lost package

Please contact our Customer Service department at contact@ounaa.com. We can help with any problem!

Your package has been returned to sender

Once your package has been returned to our studio, contact us as soon as possible to place a new order. 

Please note that reshipping fees will be charged to customers.

Returning and exchanging

If, for some reason,  you are not satisfied with your order, please contact us within 14 days of receiving the package at contact@ounaa.com to request a refund or an exchange.

Please note that:

  • The items must be returned in their original condition and packaging, labels must still be attached.
  • With the exception of products damaged during the package delivery, O’unaa is not responsible for return costs. We advise you to always provide us with proof that demonstrates the condition of the item when requesting a return.
  • Please allow up to 14 days from the date you notify us of your decision to return the product(s) to receive and process your return and refund request and notify you of receipt of your package.

Have a look at the Terms & Conditions

How to return/exchange an item?

  1. Send us an email with your return or exchange request to contact@ounaa.com.
  2. We will send you an email approving the request and give you the return address.
  3. Repackage your products:
    • Return the items to the original packaging;
    • Insert your delivery slip in the package;
    • Print the return label received by email and stick it on your package.
  4. Finally, drop it off at the office or collection point of the transport partner of your choice.

If you have any other questions on this subject, contact us by email at contact@ounaa.com

Additional import fees

In the event of delivery outside mainland France, administrative and/or customs charges may be applied. 

These charges are solely determined by the arrival countries’ customs authorities. We cannot predict the amount of these additional fees, the customer will be charged upon delivery.

Payment

Payment methods

You can pay for your order via:

  • Credit/Debit Card
  • Paypal

Debiting from your bank account after an order

Your bank account will be debited as soon as your order is confirmed.

Secure Payment

We never keep any of your bank account details. Transactions on our website are handled by a secure payment platform managed by our partner, Monetico Paiement. Any payments you make on our site are secure.

Contact us

Where can I contact you?

You can contact us by email at contact@ounaa.com , on WhatsApp, and interact with us on our social networks using @ounaa_homestyle and the hashtag #SoyOunaa.