FAQ

After checkout, you should receive an order confirmation by email. This confirmation includes your order details, the email used at checkout, and the products selected. Please review the confirmation carefully to make sure the shipping address, product style, quantity, and contact information are correct.

If you do not see the confirmation right away, check your spam, promotions, or junk folder. It is also helpful to confirm that the email address entered at checkout was spelled correctly.

Address changes may be possible if the order has not yet been processed for shipment. Because our fulfillment process is designed to move quickly, it is best to review your shipping information before submitting the order.

If you notice an address issue, use the contact link at the bottom of this page as soon as possible and include your order number, the original address, and the corrected address.

Customers who successfully subscribe by email receive an automatic 15% sitewide discount. No discount code is required, and the offer is not limited to first orders only. When the subscription discount is active, it is applied automatically according to the current store settings at checkout.

Some selected promotional products may also receive an automatic 20% discount without a code. Discount visibility may depend on product eligibility, active promotions, and checkout conditions.

Before placing an order, confirm the billing information, shipping address, product variant, quantity, and final order total. If a discount is available, make sure it appears before completing payment.

For a smoother experience, use a current email address and phone number so you can receive order updates, tracking details, and support messages if needed.

Yes. Novelle Tote offers free shipping on all products. There is no minimum order value required for standard free shipping unless a special policy update is displayed during checkout.

Our standard delivery time is 3–5 business days. Business days usually exclude weekends and major holidays. Delivery timing may vary slightly during high-volume shopping periods, severe weather, carrier delays, or address verification issues.

Tracking details are usually sent by email after the order has been processed and the carrier has received shipment information. Tracking links may need time to update after they are first created, so it is normal for carrier movement to appear later.

Keep your confirmation email available because it is the easiest way to match your tracking details with the correct order.

First, check nearby entrances, mail areas, reception desks, parcel lockers, and household members. Some carriers mark a package as delivered shortly before final placement.

If the package still cannot be located, contact the carrier with your tracking number and then reach out to our support team with your order information so we can help review the next steps.

Novelle Tote offers free returns and exchanges within 30 days. The item should be returned in clean, unused condition with its original packaging and included accessories whenever possible.

For the smoothest review, keep the order confirmation and avoid removing any tags or protective materials until you are sure the item is right for you.

Yes, exchanges may be available for a different color, style, or product type depending on inventory. For example, a customer may prefer a structured laptop bag instead of a softer tote, or a crossbody bag instead of a top handle style.

Exchange availability depends on the product status at the time your request is reviewed.

Place the item securely in protective packaging, include any original dust bag, strap, wallet insert, packaging card, or accessory if included, and avoid folding structured bags in a way that may change the shape.

• Use a sturdy outer package.
• Protect corners, handles, hardware, and straps.
• Remove or cover old shipping labels.
• Keep your drop-off receipt until the return is completed.

Refunds are reviewed after the returned item is received and inspected. Once approved, the refund is processed back to the original payment method. Bank or payment provider posting times may vary.

If an item arrives used, damaged after delivery, missing important accessories, or outside the return window, the refund review may require additional support communication.

Keep leather bags away from excessive moisture, direct heat, and rough surfaces. Wipe gently with a soft dry cloth after use, and store the bag upright when possible to help maintain its shape.

Avoid overfilling the bag because heavy weight can strain handles, seams, and hardware over time.

Store bags in a cool, dry place away from prolonged sunlight. If the bag has structure, lightly fill it with clean tissue or soft fabric to support the shape. Keep straps relaxed, avoid crushing the bag under heavier items, and close zippers or clasps gently.

For canvas bags, spot cleaning is usually the safest first step. Use a soft cloth with mild soap and cool water, then gently blot the area instead of scrubbing aggressively. Allow the bag to air dry naturally before storing or using it again.

Do not use harsh bleach, strong solvents, or high heat because these may affect color, texture, and shape.

Keep metal hardware dry and wipe it gently with a soft cloth if it touches moisture, lotion, fragrance, or makeup. When storing bags with chain straps or structured handles, place the hardware so it does not press into the bag surface.