Return Window
Eligible items may be returned within 30 days after delivery. Requests made after the 30-day period may not qualify for a refund or exchange unless required by applicable consumer protection rules.
Novelle Tote Customer Care
Refund Policy
We want every Novelle Tote order to feel considered, reliable, and beautifully supported. This policy explains how refunds, returns, exchanges, damaged items, order concerns, and promotional discounts are handled for purchases made through our store.
30-Day Window
Eligible products may be returned or exchanged within 30 days of delivery.
Free Returns
We offer free returns and exchanges for eligible orders within the policy window.
Support Always
Our customer care team is available 24/7 for order and policy assistance.
Policy Overview
A simple return path for refined everyday carry.
Novelle Tote offers a 30-day return and exchange window for eligible products. The 30-day period begins on the date your order is delivered. Items should be returned in unused, clean, and resellable condition with original packaging, tags, dust bags, inserts, and accessories when included. This helps us review your return quickly and fairly.
We sell handbags, tote bags, shoulder bags, crossbody bags, laptop bags, top handle bags, evening bags, weekender bags, backpacks, and wallets. Because these products are used for personal carry and daily organization, we review each return carefully to confirm that the item has not been worn, damaged, stained, altered, heavily creased, or exposed to conditions that affect its original quality.
Item Condition
Returned products must be unused, clean, undamaged, and complete with original packaging and included accessories. Items showing wear, odor, stains, scratches, or missing parts may be declined.
Refund Method
Approved refunds are issued back to the original payment method. We cannot send refunds to a different card, account, or payment method than the one used for the original purchase.
Free Return Support
For eligible returns and exchanges within the policy window, Novelle Tote provides free return and exchange support so the resolution feels simple and customer-friendly.
Delivery Concerns
If your order arrives damaged, incorrect, incomplete, or visibly defective, please reach out with your order number and clear photos so we can review the issue promptly.
Promotional Orders
Automatic 15% subscriber discounts and selected 20% promotional discounts are reflected in the final paid amount. Refunds are calculated from the actual amount paid after discounts.
Eligibility Details
What qualifies for a return or exchange.
To keep the process fair and efficient, return eligibility is based on delivery date, item condition, completeness, and order verification. We may request photos before approving a return or exchange, especially for damaged, incorrect, or defective item claims.
Return Process
How the refund process works from request to resolution.
We review every return with care. Please do not send a product back before your request has been reviewed and approved. Unapproved returns may be delayed, refused, or difficult to match to your order.
Submit Your Request
Send your order number, purchase email, product name, and return reason. If the item arrived damaged, incorrect, or defective, include clear photos of the product, packaging, and shipping label.
Wait For Review
Our customer care team reviews your request, confirms the order details, checks the 30-day window, and may ask follow-up questions if more information is needed.
Receive Instructions
Once approved, you will receive return or exchange instructions. Please follow the provided steps carefully and pack the product securely to prevent transit damage.
Inspection And Approval
After your return is received, the item is inspected. If it meets the policy requirements, your refund, replacement, or exchange will be processed according to the approved resolution.
Refund Confirmation
Approved refunds are sent back to the original payment method. Bank, card, or payment provider processing times may vary after the refund has been issued.
Refund Timing
When and how refunds are issued.
Refunds are processed only after the return has been approved and the returned item has passed inspection, unless the issue qualifies for a different resolution based on photos or carrier evidence. Refunds are issued to the original payment method used at checkout.
Refunds May Include
- The final product price paid after any automatic discount or promotion.
- Applicable taxes collected at checkout when required to be refunded.
- A return resolution for eligible items received within the 30-day window.
- A correction for approved damaged, incorrect, defective, or missing item claims.
- A partial or full refund depending on the approved case and product condition.
Refunds May Exclude
- Items returned after the 30-day window without prior approval.
- Products showing wear, stains, odor, scratches, damage, or missing accessories.
- Orders sent back without approval or without enough identifying information.
- Price adjustments for promotions that began after the original purchase date.
- Any amount not actually paid because of automatic discounts or promotions.
Discounted Order Refunds
Email subscribers receive an automatic 15% sitewide discount, and selected promotional products may receive an automatic 20% discount. If a discounted order is refunded, the refund is based on the actual amount paid after the discount, not the original product price before discount.
Exchanges And Order Issues
Support for size, style, damage, and delivery concerns.
We understand that a bag may look different once it is paired with your wardrobe, laptop, travel routine, or everyday carry needs. Eligible products may be exchanged within 30 days of delivery, subject to availability and policy review.
Style Exchanges
If your item is unused and eligible, you may request an exchange for another available style, color, or product type. Price differences may apply if the replacement item has a different price.
Damaged Items
If your product arrives damaged, please report it promptly with photos of the item, packaging, and shipping label. We will review the claim and offer an appropriate resolution.
Wrong Item
If you receive an item that does not match your order, provide your order number and photos. Once confirmed, we will help correct the issue with a replacement, exchange, or refund.
Missing Item
If your order arrives incomplete, please keep all packaging and notify us with clear details. We may review shipment records, product packing details, and delivery confirmation.
Delivery Timing
Our standard delivery time is 3–5 business days. If your order appears delayed, our support team can help review tracking and provide the most practical next step.
Gift Orders
Gift orders may still be eligible for return or exchange within 30 days of delivery, provided the item is unused, complete, and meets the same condition requirements.
Important Conditions
Please review these details before sending anything back.
Return Preparation
- Use secure packaging so the bag is protected during return transit.
- Include all removable straps, inserts, charms, dust bags, and packaging pieces.
- Avoid folding, compressing, or bending structured bags during return shipping.
- Remove personal items from all pockets and compartments before returning.
- Keep your return receipt or tracking record until your case is fully resolved.
Non-Eligible Situations
- Items with signs of personal use, wear, odor, stains, or cosmetic damage.
- Products missing original components, accessories, tags, or packaging.
- Items altered, repaired, cleaned with harsh products, or modified after delivery.
- Orders outside the 30-day return window without written approval.
- Returns shipped back without authorization or without order identification.
Business Information
Novelle Tote is located at 15 Ashbury Lane, Fairmont, WV 26554, United States. Customer care is available at support@novelletote.lol and by phone at +1 (681) 514-7678. Please include your order number whenever you contact us about a refund, return, exchange, or delivery issue.
Refund Policy FAQ
Common questions about refunds and returns.
How long do I have to request a return?
You may request a return or exchange within 30 days of delivery. The item must be unused, clean, undamaged, and complete with original packaging and included accessories.
Do you offer free returns and exchanges?
Yes. Novelle Tote offers free returns and exchanges for eligible items within the 30-day return window, provided the item meets our return condition requirements.
When will my refund appear on my account?
Once your return is approved and inspected, the refund is issued to your original payment method. Your bank, card provider, or payment service may require additional time to post the funds.
Can I return an item that was purchased with a discount?
Yes, if the item is eligible. Refunds for discounted orders are based on the final amount actually paid after the automatic discount or promotion was applied.
What should I do if my bag arrives damaged?
Please keep the product and packaging, then provide your order number and clear photos of the damage, packaging, and shipping label. Our team will review the claim and provide a suitable resolution.
Can I send my return without approval?
Please do not send returns without approval. Unapproved returns may be delayed, refused, or difficult to match with your order, which can slow down the refund or exchange process.
We are here to keep your order experience clear and supported.
Whether you need help with a return, exchange, damaged item, wrong item, missing item, or refund status, our customer care team is available 24/7. Please include your order number and a clear description so we can help you as efficiently as possible.
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