Um eine Bestellung aufzugeben, gehen Sie auf die Produktseite des Produkts, das Sie interessiert, wählen Sie Ihre Größe, Farbe und Beschläge aus und legen Sie es in den Warenkorb. Sie können dann zur Kasse gehen, nachdem Sie Ihre Adresse und Zahlungsdaten eingegeben haben.

Sobald Ihre Bestellung versandt wurde, erhalten Sie eine E-Mail mit einer Kontrollnummer. Mit dieser Nummer können Sie den Verlauf Ihrer Bestellung auf der Website des Kurierdienstes verfolgen. Es kann bis zu 48 Stunden dauern, bis die Informationen zur Sendungsverfolgung zur Verfügung stehen.

Wenn Sie Ihre Bestellung nicht innerhalb der Ihnen in der Versandbestätigungs-E-Mail mitgeteilten Frist erhalten haben, wenden Sie sich bitte unter Angabe Ihres Namens und Ihrer Bestellnummer an info@neuvillebags.com, und wir werden uns um die Angelegenheit kümmern.

Wir verstehen das vollkommen, auch wir ändern unsere Meinung! Obwohl wir es uns wünschen, können wir eine einmal aufgegebene Bestellung derzeit nicht mehr ändern oder stornieren. Wir hoffen, dass wir eines Tages ein

Stornierungsfenster einrichten können, wenn das Produkt nicht gefällt, tauschen Sie es gegen ein anderes aus oder geben Sie es zurück, um eine Rückerstattung zu erhalten.

Wir akzeptieren Paypal, Bancontact, Kredit-/Debitkarte, Klarna Pay Now, Klarna Pay Later, iDeal, Apple Pay und Google Pay.

Nein, Sie können nur mit Ihrer E-Mail-Adresse als Gast zur Kasse gehen. Wenn Sie jedoch ein Konto erstellen, bleiben alle Informationen zu Ihren Bestellungen organisiert und zugänglich.

Vorbestellungen werden nicht vor dem auf der Produktseite angegebenen voraussichtlichen Versanddatum verschickt. Alle nicht für die Vorbestellung verfügbaren Artikel Ihrer Bestellung werden sofort versandt und Ihre Vorbestellung wird in einem separaten Paket verschickt, wenn sie ankommt.

Wir sind nicht in der Lage, Bestellungen für vorbestellte Modelle zu stornieren, sofern nicht anders angegeben.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Yes, we ship all over the world. Shipping costs might apply, depending on the value of your order and your location, and will be added at checkout.

Orders are usually dispatched within 3-5 working days from our warehouse in Belgium. Delivery time may vary depending on your location, but typically takes 7-12 working days.

Please note that delivery times are subject to exceptional changes based on industrial or business disruption, shortages, weather or climate issues, transit times, global health related restrictions etc. Processing and shipping times may increase during holidays and other peak seasons.

We offer free shipping to countries within the European Union and the UK for orders over 99EUR/GBP.

In all other cases, a shipment fee applies and is calculated based on your location:

• European Countries (EU + Non EU) for orders under 99€: 5 EUR
• UK for orders under 99£: 7,8 GBP
• United States: 9 USD
• Rest Of America, Australia, New Zealand: 9 EUR (local currency)
• Asia: 15 EUR (local currency)

Yes, you may be responsible for paying additional duties and taxes upon delivery. The amount of duties and taxes will vary depending on your location and the value of your order.

Where there is a customs inspection, we will provide the correct paperwork for the same. However, we cannot be held responsible for how long it takes for your order to pass through the customs. You shall also be responsible for paying import bills (if any) that you may receive.

We are committed to ensuring that your order arrives safely and in good condition. However, if your order is lost or damaged in transit, we will investigate the matter and take appropriate action to resolve the issue.

We offer a 14-day return policy. If you wish to return a product, please notify us within 14 days of receiving your order by emailing info@neuvillebags.com, including your order number. Once we've been informed, you can return the item(s) within the 14-day window, ensuring that the original delivery note, order number, and your full name are included.

To qualify for a refund, the returned goods must be in their original condition, with no signs of use. We recommend that you handle and try the products with the utmost care. Items that have been used or are missing the original label cannot be returned.

To RETURN an item:

1. Scan the QR-code on the packing list you received.
2. Check if the info is right. Select the items you want to return and the reason why. Confirm. Within 48 hours you'll receive a confirmation email.
3. Put the item(s) in a box and add the packing list you received or a note stating your name and order number. If not added our warehouse can't link the return to you customer profile.
4. If you are returning a bag, please also send an email to info@neuvillebags.com to describe the model, the reason for the return and your bank details.
   5. You will receive the refund once we receive the package back.

If you do not have a QR-code in the box or the Qr-code is not working, please send an email to info@neuvillebags.com to request a return.

To be eligible for a return or exchange, the item must be unused, unopened, have no signs of damage or use, and returned in the original condition in which it was shipped. The original packaging box and any original tags must be attached.

You have two options for handling return shipping costs:

• Pay for Return Shipping: We will calculate the return shipping cost based on your location and notify you of the amount that will be deducted from your refund.
• Receive Store Credit: If you prefer not to pay for return shipping, we will cover the cost, and you will receive your refund as store credit, which can be used for future purchases on our website.

However, if the item was faulty or damaged when you received it, we will cover the cost of return shipping, plus taxes and fees (if applicable).

Once we receive your returned item and it meets our return guidelines (see question n.2), we will issue a refund to your original method of payment within 5 to 7 working days. Please note that your financial entity or bank can take some extra time to process the refund. 

If you have not received your refund within 10 business days, please contact our customer support team at info@neuvillebags.com

No, we currently do not offer exchanges. You can only return an item for a refund and purchase the size or color of preference.

If you receive the wrong item, please contact our customer support team at info@neuvillebags.com. We will arrange for the correct item to be shipped to you at no additional cost.

You are entitled to claim your purchase within 24 months. Complaints do not cover if it is caused by improper use, lack of maintenance or normal wear and tear. Upon complaint, you must write to us at info@neuvillebags.com where our complaints department will take care of the case. You have to be aware of the fact, that you have to show us a valid confirmation of your purchase, if you will claim.
Furthermore you have to be aware of that it can take up to five business days, before you'll get answer about your claim.