Cabin luggage

Frequently asked questions

Frequently asked questions

Once your order has left our warehouse you will receive an email with a tracking link from the shipping provider. This link can be used on the shipping partner’s website to see where your order is located.

Orders in the Netherlands, Belgium and Switzerland are delivered within 1 day (Sunday excluded). Orders to Germany and Austria are delivered within 1-3 days (Sunday excluded). Orders to France are delivered within 2-5 days (Sunday excluded). Delivery time of UK, US and other international orders varies from 2-5 days (Sunday excluded). We recommend keeping an eye on your tracking link for the estimated delivery time.

We always ship free of charge.
 
International shipments, outside of the EU, may be subject to duties or taxes upon arrival, as required by customs in the destination country. We will fully reimburse these costs. Please send a message with your order details and proof of payment to [email protected], and we will refund you the full cost. Please note that these charges will be deducted from your refund if you return an item.

Our luggage makes the perfect gift. By getting a gift card you’re sure to find something you love in our collection. Please send an email to [email protected] and we’ll make sure that you immediately receive your gift card.

Yes, as part of our commitment to sustainability and circularity, we offer a limited selection of refurbished NORTVI suitcases at a discounted price. Since our collection of refurbished suitcases is always changing, we can’t guarantee availability for specific models or colors. If you’re interested, simply email us at [email protected] with your preferences.

Yes, we ship worldwide. However, if you have trouble placing your order online, please reach out to us. We are happy to assist with placing your order manually.

Please note that we ship most of our items individually. Therefore, it is possible that the items are not delivered at the same time. Luggage tags are shipped every Tuesday and Friday and fit through the mailbox.

Once your order is shipped, we are unable to make any changes to your order. We recommend redirecting your order to a pick-up point nearby through the tracking link.
 
If your order has not yet been shipped, please contact us as soon as possible so we can adjust the shipping information.

Once your order is placed, we start to pack and prepare your items as quickly as possible. If you need to adjust your order, please send an email to [email protected] as soon as possible.

It’s possible to exchange your item for another item of a different colour or size. If you wish to exchange your item or have a complaint, please send an email to [email protected].

We have a return period of 100 days. Please note that the 100 days are counted from the day of your order. The return policy only applies to unused items.

If you would like to return an item, please click here.

If you would like to return an item from Switzerland, please click here.

You will directly receive a return label for the return shipment. Please note that each item must be returned with a separate return label. If you do not receive a return label for each item, please contact us.

We aim to make returns as smooth as possible. Returns from The Netherlands, Germany, Switzerland, France, Belgium and Austria are free of charge. For other countries we charge the following return fee per item:

Sweden: 170 SEK
Norway: 170 NOK
Denmark: 100 DKK
USA: $50
UK: £20
Other European countries: €20

Please note that we can’t reimburse any duties and taxes paid on your behalf (see “Delivery cost”) if you return an item from outside the EU. In such cases, the amount we covered for you will be deducted from your refund. For further questions or assistance, feel free to contact us at [email protected].

Once your returned suitcase has been received at our warehouse, we inspect it to confirm that it’s in good shape. Once that’s done, you will receive your refund within 5 working days, depending on the payment method you chose.

We offer the following payment methods: Credit Card, PayPal, Apple Pay ,iDEAL, Klarna Pay Later, Klarna Pay Over Time, Klarna Pay Now, Bancontact, Carte Bancaire, GiroPay and Sofort (by Klarna).

For orders within the Netherlands and Belgium, we work with PostNL for bags and accessories, and with DHL for suitcases. Orders to Germany and Austria are shipped with DHL. Orders to France are shipped with GLS. Orders to Switzerland are shipped with Swiss Post. All other orders are shipped with UPS or DPD.

Discount campaigns are not part of our company policy and we do not participate in events such as Black Friday or Cyber Monday. At NORTVI, we strongly believe in responsible consumption, and corporate social responsibility is a key principle for us. By offering our products directly through our own website, we can provide a fair price for our premium products.

Product related questions

Setting your lock is very easy, however, please always write down the code you choose:
 
1. The default code is 0-0-0 and should be used to release the two zipper pullers from the lock.
2. Use a sharp object (a pen, paperclip, or similar) to press the reset button until it clicks.
3. Rotate the digits and choose the code you would like to use.
4. Before closing, be sure this is the code you would like to use and write it down, as you can’t open it without the code.
5. Slide the latch towards the dials.
6. The code is set, and your belongings are now safely stored.

All our luggage complies with international IATA size standards, allowing you to start dreaming about your next destination with peace of mind.
 
Please note that airlines can suddenly change their size requirements, deviating from the IATA standards.

Our suitcases are made of our premium and sustainable polycarbonate with special NORTVI structure, renowned for its exceptional strength.
 
Many other companies use ABS for the shells of their suitcases, which is a low-quality material. The significant difference between Polycarbonate and ABS is its quality and durability. Polycarbonate is a higher quality material – it’s more durable and lightweight, and more expensive in the production process.
 
Our bags are crafted from a sustainable and luxurious fabric made entirely from recycled water bottles.
 
We are committed to always selecting the highest quality materials to ensure that our products can be used for a lifetime. You can find out more in our about us section.

We put enormous effort into supporting our suppliers with new innovations. We educate and motivate them to adopt our sustainability standards and challenge them to integrate these standards as a core principle in their business.
 
We strive to give our products lifelong durability, aiming to reduce the amount of material needed to create a new product. In this way we do what we love and that is to travel the world in a responsible way.

Our suitcases are water resistant and water on the outside is easily wiped off. Our entire bag collection is water resistant both inside and out.

We offer free repairs on our suitcases and bags. So, if something is wrong with your suitcase or bag, we will try to repair it for you free of charge. Please send an email to [email protected].

Before our products are shipped, they are thoroughly tested to make sure they pass our extensive quality checks. We offer a lifetime warranty on all suitcases and a 2-year warranty on all bags.
 
To initiate a warranty claim, we kindly request that you complete the following form promptly after the damage has occurred.
 
If you need more information, please check out our Warranty page.

When your suitcase or bag has been damaged during check-in, it’s the responsibility of the carrier to take action and provide support. They are insured against damages and should help you out with your claim.

Product care

Exterior
 
The exterior of our suitcases can easily be cleaned. Most scuff marks can be treated by using a warm, damp cloth. More stubborn spots can be treated by using a rougher sponge, some warm water and if necessary, a gentle cleaning product or alcohol. The wheels, handles, and zippers can be cleaned using a warm, damp cloth and if desired a gentle cleaning product such as an all-purpose cleaner.
 
Interior
 
Refresh the interior of NORTVI suitcases by wiping it down with a slightly damp cloth, getting it ready for your next trip. For tougher stains, you could use a mild detergent and water solution or a steamer. It’s best to avoid abrasive cleaners that may damage the fabric.

Exterior
 
NORTVI bags are crafted with durable materials designed to withstand your travel adventures. To clean the exterior, gently wipe with a damp cloth. For tougher stains, you could use a mild detergent and water solution or a steamer. It’s best to avoid abrasive cleaners that may damage the fabric.
 
Handles, zippers, and hardware can be cleaned with a damp cloth and mild detergent to maintain their appearance and functionality.
 
Interior
 
Keep the interior of your NORTVI bag tidy by regularly removing debris and wiping down with a damp cloth or a steamer. Allow it to air dry thoroughly before packing for your next trip.
 
We do not recommend washing your NORTVI bag in the washing machine, as this may deform or damage the bag.

Contact us:

If you have any questions, don’t hesitate to get in touch.

Please note that if you contact our customer service, you will receive a response within one day (Saturday and Sunday excluded). If you do not receive a response within that time frame, please ensure that you’ve contacted the correct email address, or send us a message on WhatsApp to make sure the message was delivered. We are happy to assist you.

Whatsapp: Click here
Mo-Fri: 10:00-16:00

Email: [email protected]

Phone: +31 85 799 0600
Mo-Fri: 10:00-16:00

Office address

Singel 370
1016 AH Amsterdam
The Netherlands

Premium and designed to last
Always free lifetime warranty and repairs
100-day free returns
Made from sustainable materials
100% circular

Creating memories for a lifetime

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