Refund policy

SHIPMENT AND DELIVERY

A shipping fee applies and is calculated based on your location. You will see the shipping costs at 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. However, we cannot be held responsible for how long it takes for your order to pass through customs. You shall also be responsible for paying any import bills you may receive.

You will receive an order confirmation at the email address you provided. If you do not receive an order confirmation right away, please contact us by email or phone. Delivery within the European Union normally takes 3–5 business days after dispatch, unless a later delivery date is stated on the product page.

Shipments outside of the EU can take up to 2 weeks after dispatch.
NEUVILLE cannot 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, we will send you an email with the return address. You can then return the item(s) within the 14-day window, making sure the original delivery note, order number and your full name are included. The item must be shipped within 7 days of notifying us. If it is sent after this period, it may not be accepted at our warehouse.

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 5–10 business days for the refund to be transferred back to the original payment method. If the item does not pass our quality check, no refund will be issued. If you wish to have the item sent back to you, you will be responsible for the shipping costs.

Please be aware that the buyer is responsible for the shipping costs of returns. The item must be shipped by you, as we do not pick up packages from 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 minimise waste and reduce our carbon footprint. We appreciate your understanding and support in protecting the environment.

If you contact us by email and do not receive a response within 4 business days, please reach out using the contact form on our website. In some cases, emails may be filtered into our spam folder, and the contact form ensures we receive your message promptly.

Damaged Item Returns

If your bag arrives damaged, please contact us within 7 days of receiving your order. To process your request, the bag must still be in its original, unopened packaging.

Unfortunately, if the packaging has been opened or the item used, we cannot guarantee that the damage occurred during manufacturing or shipping. In such cases, we are unable to accept the return.

We appreciate your understanding and are here to help if you have any questions.

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 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.