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. We will provide you with an estimated amount of duties and taxes at checkout.

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.

You can return or exchange defective or damaged items within 15 days of receiving your order.

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.

Please note that the price of delivery is not included in the refund.

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.

Due to the emissions generated by national and international transport, making a return has a fixed shipping cost. Therefore a 10€ flat fee, will be deducted from the total refund value at the time of the refund. This fee includes return shipping costs, and any additional taxes or fees that might apply. Initial shipping costs will not be refunded.

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.

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.