Find quick answers to the most common questions about our products, shipping, and policies below. If you can't find what you're looking for, our customer service team is always happy to help at service@okotash.de.

Orders & Payment

Q: How long does it take to process my order?
A: We process and hand over all orders to our shipping partner within 1-2 business days (Monday-Friday). You will receive a shipping confirmation email with a tracking number as soon as it's on its way.

Q: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, MasterCard, American Express), PayPal, and other popular German payment methods, such as Sofortüberweisung. All payments are processed securely through our encrypted payment gateway.

Shipping & Delivery

Q: Where do you ship from?
A: All orders are shipped from our fulfillment center in Berlin, Germany.

Q: What are my shipping options and costs?

• Germany: Standard Shipping (6-8 business days) - FREE

• European Union: Standard International (2-8 business days) - €13.99

• International: Standard International (4-14 business days) - €19.99

Q: How can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package.

Q: Do you ship to my country?
A: We currently ship to Germany, all countries in the European Union, and internationally. Shipping costs and times vary by destination.

Returns & Refunds

Q: What is your return policy?
A: We offer a 30-day return policy from the date you receive your item. The item must be unused, in its original packaging, and with all tags attached. We offer free return shipping for all eligible returns.

Q: How do I start a return?
A: Please contact our customer service team at service@okotash.de with your order number. We will guide you through the simple process and provide you with a free return label.

Q: Is there a restocking fee?
A: No, there is no restocking fee. We believe in a hassle-free return experience.

Q: How long does it take to receive my refund?
A: Once we receive and inspect your return, we will process your refund. The amount will be credited to your original payment method within 14 business days.

Products & Care

Q: What does "ÖkoTash" stand for?
A: Our name combines the German word "Öko" (ecological) with a play on "Tasche" (bag). It represents our core commitment to creating sustainable and eco-friendly backpacks.

Q: What materials are used in your backpacks?
A: We are dedicated to sustainability. Our backpacks are made using eco-friendly materials like recycled PET bottles (rPET), organic cotton, and other renewable resources. You can find specific material details on each product page.

Q: How do I care for my ÖkoTash backpack?
A: We recommend spot cleaning with a damp cloth and mild soap. For most models, air drying is best. Please check the care label inside your specific backpack for detailed instructions.

Contact & Support

Q: What is the best way to contact you?
A: The fastest way to get help is via email at service@okotash.de. You can also call us at +49 1733326583 (please expect a voicemail if we are unavailable and we will return your call).

Q: Do you have a physical store?
A: Our primary presence is online, which allows us to keep our costs and environmental impact lower. Our address in Berlin is our operational office and fulfillment center and is not open to the public for shopping.