delivery and returns

 

SHIPMENT AND DELIVERY

We offer free shipping for orders over 99€ to countries within the European Union.

In all other cases, a shipment fee applies and is calculated based on your location. You’d be able to see the shipping costs at the time of checkout.

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.


You will receive an order confirmation to the e-mail address submitted. If you do not receive an order confirmation right away, please contact us by e-mail or phone. Normally the time of delivery within European Union is 5 business days after the product has been dispatched.

Shipments outside of EU can take up to 2 weeks after dispatching.
NEUVILLE can not be held responsible for missing packages.

Return Policy

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 full 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.

Once we receive your returned item, it will undergo a quality check by our team. If the item is approved, we will process your refund as soon as possible. Please allow 3-5 business days for the refund to be transferred back to the original payment method. However, if the item does not pass our quality check, the refund will not be issued. If you wish to have the item sent back to you, you will be responsible for covering the return shipping costs.

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. 

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.

     

    Exchanges

    Please note that we do not accept exchanges. If you would like a different item, you will need to return the original product and place a new order.

    Refunds

    Customers may choose between two options for refunds:

    • Store Credit: Receive the value of your return as store credit for future purchases.
    • Full Refund: Opt for a full refund to the original payment method used at checkout.

    Please note that refunds can only be issued to the same payment method originally used for the purchase. For any questions, our support team is here to help!

     


    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.

    Important Considerations

    • Shipping Liability: We are not liable for any loss or damage to returned products during transit. We recommend using a recorded delivery service to ensure your return reaches us safely.

    If you have any questions or need assistance with your return, please don’t hesitate to contact us.