FREQUENTLY ASKED QUESTIONS & ANSWERS (FAQ)

Discover the story behind EVENaBAG and learn what makes our brand unique.

Our products are handcrafted with great attention to detail and the highest quality standards in our workshop south of Porto, Portugal. We combine exceptional Portuguese craftsmanship with German design and quality standards developed in Berlin. Most of our materials are sourced from German manufacturers, allowing us to consistently maintain our high quality standards. Through our close and ongoing collaboration with our Portuguese workshop, we ensure that this level of quality remains consistently high over time. The only exception is our EVENaBAG seat bag. It was also designed and developed in Berlin, but due to its specialized manufacturing requirements, it is produced in Vietnam.

As we sell our products exclusively online and intentionally avoid traditional retail, we are able to offer the highest quality at more attractive prices. This allows us to invest directly in premium materials, craftsmanship and design instead of retail markups that would significantly increase the price for our customers.

For our products, we exclusively use premium leather from the German company Ecopell, a renowned manufacturer of high quality vegetable tanned leather. The hides are sourced primarily from the Alpine region, with a strong focus on short transportation routes, transparent sourcing and uncompromising quality standards.

The leather is tanned in Germany. For decades, Ecopell has stood for responsible, low emission and environmentally friendly leather production and has received multiple certifications. The leather is vegetable tanned and processed without chrome tanning, ensuring that it contains no harmful or toxic residues that can result from conventional chrome tanning. Parts of the finishing and refinement process take place in Italy, where traditional leather craftsmanship meets modern expertise. This allows us to combine German quality standards with Italian leather finishing.

The result is a leather that stands out for its exceptional quality, durability and natural feel, as well as its transparent origin and responsible production. Natural characteristics such as small scars, neck wrinkles or subtle grain patterns are not imperfections but a sign of genuine natural leather, making every product truly unique.

In short:
Leather with character.
A product with a genuine origin.
A promise of quality you can see and feel.

For our products, we exclusively use premium 100% Merino wool felt sourced from a German manufacturer. Naturally, the wool felt is mulesing free and meets the highest standards in terms of quality, durability and feel.

Our wool felt is made from premium sheep's wool sourced from the international wool market. The finest Merino wool qualities typically come from Australia and New Zealand, with smaller quantities also sourced from South Africa and South America. Through our close partnership with our German supplier, we are able to ensure consistently high material quality and responsible sourcing.

The result is an exceptionally high quality wool felt with a natural appearance, a pleasant feel and outstanding durability, making it the perfect choice for long lasting products with character. At the same time, felt is a unique natural material with shock absorbing and protective properties that helps protect delicate surfaces and valuable items with exceptional care.

As long as your order has not yet been shipped, you can cancel it at any time.

Please email us as soon as possible at info@evenabag.com and include your order number.

Once you have received your shipping confirmation, including your tracking number, your order is already on its way.

If you would like to make changes to an order that has already been paid for and it has not yet been shipped, please contact us by email at info@evenabag.com. In most cases, the easiest solution is to cancel and refund your existing order so that you can conveniently place a new one.

If you discover additional products after placing your order and decide to place another order, we will of course do our best to ship both orders together, provided that your first order has not yet been shipped. If we are able to combine the orders, we will of course refund the additional shipping costs.

You are welcome to exchange your item for a different color or size. However, a direct exchange is unfortunately not possible. To ensure that all orders and refunds are processed correctly, the original order must first be returned and refunded. You can then easily place a new order for your preferred color or size. We want to make the process as simple and straightforward as possible for you.

Do you have any questions? Feel free to contact us at info@evenabag.com.

We offer a range of secure payment methods to ensure a fast and convenient checkout experience. 

All payments are securely processed through Mollie to guarantee the highest security standards.

• Apple Pay
• PayPal
• Credit Card
• Invoice (Klarna)
• Instant Bank Transfer (Klarna)
• Bank Transfer (Pay by Bank)

Depending on your delivery country, additional local payment methods may be available during checkout.

All available payment methods will be displayed automatically during the checkout process.

Yes, we ship our products worldwide. With the exception of certain war and crisis regions, we reliably deliver to most countries around the globe.

Orders within Germany and Austria are shipped free of charge with DHL for purchases of €150 or more. If you would like to receive your order as quickly as possible, we also offer express shipping options for an additional fee. Depending on the destination country, we ship orders within the European Union with Deutsche Post Warenpost or UPS. International orders outside Europe are shipped with Deutsche Post Warenpost and UPS. All shipments include a tracking number, allowing you to track your package at any time.

Detailed information about shipping costs, delivery times and shipping methods can be found in the Shipping & Delivery section.

Within Germany and Austria, we offer free shipping on orders of €150 or more. For domestic and international shipments, we work with DHL, Deutsche Post Warenpost or UPS, depending on the shipping method and destination country. For more information about delivery times, shipping options and international shipping costs, please visit the Shipping & Delivery section.

Once you have completed your order, you will receive two emails from us, first an order confirmation and then a shipping confirmation. As soon as your order has been shipped, your shipping confirmation will include your tracking information, along with your invoice as a PDF file.

As we process and ship all orders ourselves, we are usually able to dispatch them very quickly. Orders are shipped daily, so your order is typically on its way without unnecessary delays.

Within Germany, delivery with DHL usually takes 1 to 3 business days. If you choose an express shipping option, your order will usually be delivered on the next business day. Shipments within the European Union sent by Deutsche Post Warenpost typically take around 5 to 10 business days. With express shipping, delivery usually takes 1 to 2 business days. Deliveries outside the European Union generally arrive within 8 to 14 business days. Here as well, express shipping usually reduces the delivery time to 1 to 2 business days. For more information about shipping methods and delivery times, please visit the Shipping & Delivery section.

We want you to enjoy your EVENaBAG product for years to come.

If you are not completely satisfied with your item, you may exercise your right of withdrawal within 30 days. Please return the item unused and, if possible, in its original packaging.

Would you like a different color or size? Unfortunately, a direct exchange is not possible. To ensure that all orders and refunds are processed correctly, the original order must first be returned and refunded. You can then easily place a new order for your preferred color or size.

The cost of return shipping is the responsibility of the customer in accordance with the EU Consumer Rights Directive. To keep our product prices fair and transparent, we do not generally cover return shipping costs. If you would like to use our DHL Returns Portal, we provide a return label for €4. This amount will automatically be deducted from your refund. Once your return has been received and inspected, your refund will usually be processed within 10 business days using your original payment method.

We want you to enjoy your EVENaBAG product for years to come.

If you are not completely satisfied with your item or if you accidentally ordered the wrong color or size, you may exercise your right of withdrawal within 30 days. Please return the item unused and, if possible, in its original packaging. Once your return has been received and inspected, your refund will usually be processed within 10 business days using your original payment method.

Unfortunately, we are currently unable to provide free return labels for international returns.

For returns from outside Germany, we recommend including a copy of both the invoice and the packing slip with your shipment. These documents help customs authorities clearly identify the package as a returned shipment and can help avoid unnecessary delays.

We also recommend clearly marking the outside of the package with the words "RETURN OF GOODS." This usually helps ensure that your international return is processed more quickly and efficiently.

If your order arrives with a defect or you have received the wrong item, please contact us as soon as possible. To help us review your case quickly and find the best solution, please send us a few photos clearly showing the issue.

Once we have reviewed your request, we will of course arrange a replacement as quickly as possible, provided that it is a valid warranty claim. You can also find further information in our Terms and Conditions.