To place an order, go to the product page of the product you're interested in, select your size, color and hardware and add it to the cart. You'll then be able to check out, after entering your adress and payment details.

Once your order has been shipped, you will receive an email with a tracking number. You can use this tracking number to track your order's progress on the courier's website. Please allow up to 48 hours for the tracking information to become available. 

If you haven’t received your order within the period communicated to you in your shipping confirmation email, please contact us at info@neuvillebags.com with your name and order number, and we will look into it for you.

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

We accept Paypal, Bancontact, Credit/Debit Card, Klarna Pay Now, Klarna Pay Later, iDeal, Apple Pay and Google Pay.

No, you can express checkout as a guest with just your email adress. However, creating an account will keep all the information related to your orders organized and accessible.

Pre-Orders will not be shipped prior to the estimated shipping date mentioned on the product page. Any non pre-order available items on your order will be shipped immediately and your pre-order will be sent in a separate parcel when it arrives.

We are not able to cancel any orders for pre-order styles unless stated otherwise.

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.

At Neuville we are committed to reducing our environmental impact. To support our sustainability efforts, we confirm with customers before processing any order containing more than two items.

For returns, please note the following:

• A maximum of two bags can be returned per request.
• We offer one return per order.

This policy helps us minimize waste and reduce our carbon footprint. We appreciate your understanding and support in protecting the environment.

Return Policy for Sale Items

Please note that items purchased during our sale period are subject to special return conditions:

• Customer-Paid Returns: Returns of sale items must be handled and paid for by the customer. We are unable to provide prepaid return labels for these items.
• Store Credit Only: Sale items are eligible for store credit only; refunds to the original form of payment will not be issued unless the item arrives damaged.
• Damaged Items: If your item arrives damaged, please contact us immediately after receiving your order. In such cases, we will assist you with the return and provide a full refund or exchange as needed.

Thank you for your understanding, and please feel free to reach out to our support team with any questions.

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 order number. we will provide you with a return address.

Please be aware that the buyer himself is responsible for shipping costs for returns. The item must be shipped as we do not pick up packages from the parcel shops.

You will receive the refund or store credit when the bag has arrived in the correct condition.

At Neuville we are committed to reducing our environmental impact. To support our sustainability efforts, we confirm with customers before processing any order containing more than two items.

For returns, please note the following:

• A maximum of two bags can be returned per request.
• We offer one return per order.

This policy helps us minimize waste and reduce our carbon footprint. We appreciate your understanding and support in protecting the environment.

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.

Please be aware that the buyer himself is responsible for shipping costs for returns. The item must be shipped as we do not pick up packages from the parcel shops.

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.