Refund policy
A bag is a difficult thing to judge from a photograph. You cannot feel the weight of it, or the width of the strap on your shoulder, or whether the shape is really yours. So we give you two months to find that out at home.
Sixty days
You have 60 days from the day your order is delivered to request a return. Wrong shape, wrong size, the color is not quite what you pictured, or you simply changed your mind — all of those are reason enough. You do not have to explain, and we will not ask.
Condition
The bag needs to come back the way it went out: unused, in its original condition, with its tags, dust bag, and packaging. A bag that has been carried, marked, or altered cannot be returned, because we cannot pass it on to somebody else as new.
Try it at home the way you would in a shop — fill it, put it on your shoulder, see how it sits. That is not use. Taking it out for the day is.
How to start a return
- Email hello@nelabags.com with your order number and which item you are sending back.
- We reply with the return address and instructions, usually the same day.
- Pack the bag with its tags and dust bag, and send it back.
Ordered more than one? Send back whichever ones you like and keep the rest. They do not have to travel together.
Return shipping
Return postage is paid by you, and the original shipping charge on your order is not refunded.
Please use a trackable service and keep the receipt. Until a parcel reaches us it is still your property, and without tracking there is no way for either of us to prove where it went. We cannot refund a return that never arrives.
Refunds
Once your return reaches us we inspect it and process the refund within 7 business days. It goes back to the original payment method for the full price of the item.
Your bank or card issuer then needs a few more days to post it to your account — usually 3 to 5 business days, occasionally longer. That part is out of our hands, but if it has been more than ten business days since we confirmed the refund, tell us and we will send you the proof of transaction to give to your bank.
Exchanges
If you would rather have a different shape or color than a refund, say so in your email and we will arrange it. Send the original back as above, and we will ship the replacement once it reaches us. If there is a price difference either way, we settle it before the exchange goes out.
Faulty, damaged, or wrong items
This is different, and it is on us. If a bag arrives damaged, if we sent the wrong thing, or if something is genuinely faulty, we cover the postage in both directions. Send us a photograph within 14 days of delivery and we will replace it or refund you in full. You will not be out of pocket for a mistake that was ours.
The two-year warranty
We cover the stitching of every bag for two years from the date of delivery. If a seam gives out in normal use inside that window, send us a photograph and we will repair the bag or replace it, whichever makes more sense. There is no charge and no postage for you to pay.
What the warranty does not cover is ordinary wear: leather darkening, softening, or picking up marks. That is not a fault. That is the bag doing what real leather does, and it is the reason we made it out of leather in the first place. It also does not cover damage from accidents, misuse, or repairs carried out elsewhere.
Items we cannot take back
- Bags that have been used, marked, or altered
- Items returned without their tags, dust bag, or packaging
- Gift cards
- Anything returned more than 60 days after delivery
If a return arrives outside these conditions we will contact you before doing anything, and we will not simply keep it.
Cancelling an order
If you change your mind before your order ships, email us and we will cancel it and refund you in full, shipping included. Once it has been dispatched it becomes a return.
Questions
Write to hello@nelabags.com with your order number and someone will answer, usually the same day. We read every message ourselves.