Questions & answers

Orders over $75 ship free, and every bag in the collection qualifies. Below that it is a flat $4.95, however many items are in the order. Nothing is added at checkout afterwards.

To addresses in the United States, including Alaska, Hawaii and Puerto Rico. We do not ship internationally yet, and we cannot deliver to PO boxes or freight forwarding addresses.

Orders are processed within one business day, and most leave the same day. Transit takes 3 to 7 business days, so most orders arrive within 4 to 8 business days. Orders placed after our daily cut-off, or over a weekend or holiday, are prepared on the next business day.

You get an email with a tracking link as soon as your order leaves us. If the tracking has not updated for five business days, email hello@nelabags.com with your order number and we chase it with the carrier ourselves.

Yes, as long as it has not shipped. Email us and we cancel it with a full refund, shipping included. Once it has been dispatched, it becomes a return.

If a parcel is confirmed lost, we send a replacement or refund you in full. If it arrives damaged, send us a photo within 14 days of delivery and we replace it.

60 days from the day it is delivered. Wrong shape, wrong color or simply not the one you pictured are all reason enough.

Unused, with its tags, dust bag and packaging. Trying it at home, filling it and seeing how it sits on your shoulder is fine. Taking it out for the day is use.

Email hello@nelabags.com with your order number and the item you are sending back. We reply with the return address and instructions, usually the same day.

Return postage is paid by you, and the original shipping charge is not refunded. Please use a trackable service. If a bag arrives damaged, faulty or wrong, we cover the postage both ways.

We process it within 7 business days of your return reaching us, back to your original payment method. Your bank then usually needs another 3 to 5 business days.

Yes. Say so in your email and we arrange it: send the original back and we ship the replacement once it reaches us. A price difference is settled before the exchange goes out.

The stitching of every bag is covered for two years from delivery. If a seam gives out in normal use, send us a photo and we repair or replace the bag at no cost. Ordinary wear, accidents and repairs done elsewhere are not covered.

No. Every Nela bag is made from vegan leather, with no animal hide in it. The exact material is listed under The details on each product page.

Wipe it with a soft, slightly damp cloth and let it air-dry. Skip leather conditioners and solvents. Store it filled out, in its dust bag, away from direct sun and heat.

Every bag lists its measurements in centimetres and inches and its empty weight, straight from our tech pack. Hold them up against a bag you already carry every day. Still unsure? Tell us what you carry and we will suggest a shape.

Every shape comes in Chestnut Brown, Warm Caramel and Midnight Black.

Each bag arrives in its own cotton dust bag, with its tags attached.

Yes. The site runs over an encrypted connection and card details go straight to our payment processor. We never see or store them.