Shipping policy

Shipping Policy

At Onward, we aim to deliver your order quickly, safely, and reliably.

Below you’ll find everything you need to know about how we process and ship orders.

Order Processing

All orders are processed within 24–48 hours (Monday–Friday).

Once your order ships, you will receive a shipping confirmation email with tracking details so you can follow your delivery.

Orders placed on weekends or public holidays will be processed on the next business day.

Shipping Locations

We currently ship to:

United Kingdom

Ireland

Rest Of Europe

United States

Estimated Delivery Times

Once dispatched, estimated delivery times are:

United Kingdom:

5–7 business days

Ireland:

5–7 business days

Rest Of Europe:

5–7 business days

United States:

5-7 business days



These are estimated timeframes and may vary depending on courier operations and local delivery conditions.

Shipping Carriers

To ensure reliable delivery, we work with trusted courier partners.

United Kingdom

Orders may be shipped using:

  • Royal Mail

  • Evri

  • DPD

  • Yodel

  • Parcelforce

Ireland

Orders may be shipped using:

  • An Post
  • DHL

Rest Of Europe

Orders may be shipped using:

  • DHL
  • UPS

United States

Orders may be shipped using:

  • USPS

  • UPS

  • FedEx

  • DHL

The courier used will depend on the most efficient shipping method available for your order.

Warehouse Fulfilment

We operate fulfilment centres in the United Kingdom, Ireland, Spain, Italy and the United States.

In some cases, if stock levels are limited in a local warehouse, your order may be shipped from our international warehouse to ensure efficient fulfilment.

If this occurs, delivery may take a few additional business days beyond the standard delivery timeframe.

While we aim to ship from the closest warehouse whenever possible, local warehouse stock availability cannot always be guaranteed.

Pickup Point & Parcel Locker Deliveries

If you choose to have your parcel delivered to a pickup point or parcel locker, please ensure you collect it within the carrier’s stated holding period.

If the parcel is not collected, the carrier may return it to their network and it may not be returned to us.

If the parcel is not returned to our warehouse, we cannot guarantee a refund.

If the parcel is returned to us, we can:

Reship the order (additional shipping fee applies)

If you are not available at the delivery address, the courier may redirect your parcel to a nearby pickup location. The same rules apply.

Parcels marked “ready for collection” are considered delivered to the location you selected.

Lost or Stolen Packages

If your tracking shows “delivered” but you have not received your order:

Please first:


• Check around your property

• Check with neighbors

• Wait up to 36 hours as some deliveries may arrive shortly after being marked delivered

• Verify the shipping address on your order

• Check with your building reception or office (if applicable)


If the parcel is still missing, please contact the courier directly using your tracking number.

Customers are responsible for filing claims with the courier for any lost, stolen, or damaged packages.

Onward is not liable for packages that show as delivered to the address provided at checkout.

Incorrect Shipping Addresses

Please ensure your shipping address is accurate when placing your order.

Onward is not responsible for orders lost due to incorrect addresses provided at checkout.

If you notice an address error after placing your order, please contact us immediately at:

support@onwardbag.com

While we will do our best to assist, address changes cannot be guaranteed once an order has been placed.

If a parcel cannot be delivered due to an incorrect address, you may need to contact the courier directly to arrange redelivery.

Shipping Delays

Delivery times are estimates only.

Couriers such as Royal Mail, USPS, UPS, FedEx, DHL, and Evri do not guarantee delivery timelines, and delays may occur due to:


• Weather

• Courier network issues

• Customs processing

• High shipping volumes


Onward does not assume liability for courier delays.

Orders that remain untracked or stuck for 4 weeks may be considered missing. In such cases, a replacement may be issued at our discretion.

Returns & Refunds

If a delivery is refused by the customer, the courier may mark the parcel as abandoned and it may not be returned to us.

In these cases, we are not obligated to issue a refund.

Refunds can only be processed once the parcel has been successfully returned to our warehouse.

We accept refund requests within 30 days of delivery.

If your item arrives damaged or incorrect, please contact us immediately so we can resolve the issue.

Email:

support@onwardbag.com

Please include:


• Your order number

• Photos of the issue

• A brief description


Our team will review the case and assist you as quickly as possible.

Rejected or Refused Parcels

Please do not refuse or reject delivery of your parcel if you change your mind about your order. Our returns warehouse operates from a different location to our dispatch warehouse, which means parcels refused at the point of delivery are not guaranteed to find their way back to us. In most cases, rejected parcels are retained by the courier or returned to an address we do not receive from.

Because we cannot process a return on a parcel we have not physically received back into our warehouse, we are unable to issue refunds for rejected or refused deliveries. This applies regardless of the reason for refusal.

If you no longer want your order, we ask that you accept the delivery and then follow our standard returns process, which ensures your parcel reaches the correct warehouse and your refund can be processed promptly. Full details are available in our Returns Policy.