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30-Day Window
Eligible items may be returned or exchanged within 30 days of delivery. The request should be started before the return window closes.
Novelle Tote Customer Care
Returns & Exchanges
Every Novelle Tote order is selected to support polished daily carry, refined travel, and elegant wardrobe routines. If your bag, wallet, or accessory is not the right fit, our return and exchange process is designed to feel clear, calm, and supportive within 30 days of delivery.
Clear, Supportive, And Product-Focused
Our process protects your time while keeping every eligible return or exchange organized from first message to final review.
Policy Snapshot
What To Know First
This page explains how returns and exchanges work for Novelle Tote products, including leather tote bags, canvas tote bags, shoulder bags, crossbody bags, laptop bags, top handle bags, evening bags, weekender bags, backpacks, and wallets.
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Original Condition
Items should be unused, clean, unaltered, and complete with original packaging, tags, straps, dust bags, and included accessories.
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Free Exchanges
Eligible products may be exchanged for another available style, color, or carry format after the returned item passes condition review.
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Order Match
A valid order number, purchase confirmation, or checkout email helps our team confirm the order and guide the correct resolution.
Return Pathway
How The Process Works
Please do not send an item back before starting a request. A support-led process helps prevent delays, confirms eligibility, and keeps the return or exchange connected to the correct order.
Check Common Questions
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Prepare Your Order Details
Have your order number, delivery date, product name, and reason for the return or exchange ready before reaching out.
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Start A Return Request
Begin the request within 30 days of delivery. Our customer care team will review the order and confirm the next step.
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Pack The Item Carefully
Place the item in protective packaging with all original tags, straps, inserts, dust bags, and included accessories.
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Follow Return Instructions
Use the instructions provided by our team and keep your drop-off receipt or tracking record until the review is complete.
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Item Review Begins
After arrival, the item is checked for order match, product condition, packaging completeness, and return eligibility.
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Resolution Is Completed
Approved refunds are issued to the original payment method. Approved exchanges are processed based on current product availability.
Exchange Guidance
When An Exchange Makes Sense
Exchanges are a thoughtful option when the original item is beautifully made but another shape, color, or carry format better fits your routine. You may prefer a leather tote for workdays, a crossbody bag for hands-free movement, a wallet for compact organization, or a weekender bag for short travel.
Exchange approval depends on product condition and available inventory. If the requested replacement is unavailable, our team can help review another eligible option or continue with a return path.
Best Use
The item is unused and complete, but another Novelle Tote style better supports your wardrobe, travel, or daily carry needs.
Availability
Replacement items are confirmed during the review process and depend on current stock at the time of approval.
Condition
The original item must meet the same unused, clean, complete, and original-packaging standards as a return.
Eligibility Standards
What Can Be Returned
Returns and exchanges are reviewed with care so every customer receives products in appropriate condition. These standards help protect the quality, presentation, and completeness of each bag or accessory.
Eligible Items
Most Novelle Tote products may be eligible for return or exchange when the request is started within 30 days of delivery and the item is in original condition.
- Unused leather tote bags, canvas tote bags, shoulder bags, crossbody bags, laptop bags, top handle bags, evening bags, weekender bags, backpacks, and wallets.
- Items returned with original tags, packaging, dust bags, protective wraps, detachable straps, inserts, charms, and included accessories.
- Orders that can be matched to a valid Novelle Tote purchase record through order number, customer email, or purchase confirmation.
- Products that have not been worn, altered, stained, scratched, exposed to fragrance, damaged, or used for daily carry, travel, commuting, or events.
Not Eligible
Some items cannot be approved when the return window has passed, order information is missing, or the product no longer meets condition standards.
- Items returned after the 30-day delivery window without an approved return request.
- Used, damaged, stained, altered, scratched, marked, or incomplete products.
- Items missing straps, tags, inserts, packaging, dust bags, protective wraps, or accessories included with the original order.
- Packages sent back without prior approval or without tracking that can be connected to the approved request.
Refund Timing
After We Receive Your Return
Refunds are not completed the moment a package is mailed back. The return must first arrive, match the approved request, and pass condition review.
Package Received
Our team checks the returned package, order match, product condition, included accessories, and return approval details.
Refund Or Exchange
If approved, refunds are issued to the original payment method. Exchanges are prepared based on the approved replacement item.
Payment Timing
After a refund is issued, your bank or card provider may require additional processing time before the credit appears.
Damaged Or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, start a support request as soon as possible after delivery. Please include your order number, a short description, and clear photos of the item and packaging.
Keep all packaging until the review is complete. Photos of the item, shipping package, and specific issue help our team understand the concern and provide the right next step.
- Take clear photos in natural light when possible.
- Show the full product and the specific issue clearly.
- Include photos of the outer package and protective materials.
- Keep tags, inserts, straps, and accessories together.
Packaging Your Return
Careful packaging protects the product during return transit and supports a smoother review. Structured bags should not be compressed, folded, or packed in a way that may create dents, creases, or strap pressure.
Use the original protective materials when available. If the original mailer or box is not suitable, choose a clean, sturdy outer package that protects the item from moisture and impact.
- Place detachable straps and accessories inside the bag or in a secure pouch.
- Do not attach labels directly to dust bags, product boxes, or product surfaces.
- Use protective filling for structured bags to help maintain the silhouette.
- Keep your return tracking record until the return is fully resolved.
Common Questions
Returns FAQ
These answers cover the most common return and exchange situations for bags, handbags, wallets, backpacks, and travel carry pieces.
How many days do I have to return an item?
Eligible items may be returned or exchanged within 30 days of delivery. Please start the request within that window so our customer care team can review the order and provide return instructions.
Are returns and exchanges free?
Novelle Tote offers free returns and exchanges for eligible items that meet our condition standards. The item must be unused, clean, complete, and returned with original packaging and included accessories when applicable.
Can I exchange my bag for a different style?
Yes, eligible items may be exchanged for a different style, color, or carry format when available. Exchange approval depends on the returned item condition and current product availability.
What condition should the item be in?
The item should be unused, unaltered, clean, and complete. It should include original tags, packaging, dust bags, detachable straps, inserts, charms, protective materials, and any accessories included with the order.
What if my item arrived damaged or incorrect?
Start a support request as soon as possible after delivery. Include your order number, a short explanation, and clear photos of the product, the issue, and the packaging so our team can review the concern properly.
When will I receive my refund?
After your return is received and approved, the refund is issued to the original payment method. Your bank or card provider may need additional processing time before the credit appears on your account.
Can I send a return without approval first?
Please do not send a return without approval. Unapproved returns may be delayed because they cannot be matched to the correct order, condition review, or return resolution path.
What happens if my exchange item is unavailable?
If the requested exchange item is unavailable, our team may help you choose another eligible item or continue with a return review. Availability can change, so exchanges are confirmed during the approval process.
Need Help With A Return?
We Are Here 24/7
Novelle Tote provides 24/7 customer support, free shipping on all products, delivery within 3–5 business days, and free returns or exchanges within 30 days for eligible items. For return approval, exchange guidance, damaged item review, or order support, please reach out through our customer care page.