Frequently asked questions
Shipping and returns
Orders are processed directly. Depending on your country, the delivery time of your package can vary from 1-5 business days. Orders from within the Netherlands are mostly received within 24 hours of ordering (weekend days excluded).
Orders within the Benelux and Germany are shipped free of charge. For all other countries the shipping costs are 4.95 eur.
Even though we try our very best, it could still happen that you are not happy with your suitcase.
If you’re not satisfied you can return your suitcase within a period of 100 days. Just send us an email to firstname.lastname@example.org and we will make sure you will receive a return label within a few working days.
Please note that the 100 days are counted from the day of your order. Please take care of your suitcase as we can only take it back in a perfect shape and as long as it has not been used. Once you receive the return label you can pack it, box it and send it back to us. Returns are free of charge within the EU.
For more information on the return policy please check out our terms and conditions.
Within the Benelux we ship with PostNL. For international orders we use DHL.
How do I trace my order?
Once your order has left our warehouse we will send you 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.
When can I expect my refund?
Once your returned suitcase has been received at our warehouse we check it to confirm that it is in good shape. Once that’s done, you will receive your refund within 5 working days, depending on the payment method you chose.
For iDeal, payments are mostly processed within a few working days. Creditcard payments can take up to 30 days, depending on the transaction time of the creditcard issuer.
Can I cancel my order after it has been placed?
Once your order is placed we start to run and pack your items as quick as we can. It is therefore not possible to cancel an order after it has been made.
Cabin size measures
We all hate it to be rejected. We want to make sure this never happens to you and that is why all our suitcases are designed to comply with the international IATA aviation size standards.
In this way you do not have to worry about anything and can already start dreaming away of your next destination, regardless of which airline you’re flying with.
Our suitcases are made of sustainable and strong Polycarbonate. Polycarbonate is the strongest available material and allows us to use it in a recycled shape.
Most other companies use ABS for the hard shells of their suitcases. The big difference between Polycarbonate and ABS is its flexibility and durability. Polyarbonate is more durable, more flexible but also more expensive in the production process.
But we will never take the inferior way because we want you to use your NORTVI suitcase for the rest of your life and make sure you receive the best possible premium quality.
We put enormous effort in sourcing the right materials and to support our suppliers with new innovations. We educate and motivate them to adopt our sustainability standards and challenge them to use these standards as a core principle in their business.
We strive to give our suitcases a life-long durability and by doing so we aim to reduce the amount of material that is used to create a new suitcase. In that way we do what we love and that is to see you travel the world with your NORTVI suitcase in a responsible way.
Is it waterproof?
Sometimes life gives you lemons, sometimes life gives you rain. Here in the Netherlands the latter happens quite often. We understand that rain is not the best start of your holidays and we can’t guarantee that the front pocket of your suitcase stays dry if you decide to take it for a swim. But don’t worry, it can resist a couple of minutes of rain without getting wet from the inside and water is easily wiped off.
How do I set my TSA lock?
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 element (a pen, paperclip or something similar) to press the reset button until it clicks.
3. Roll the digits and choose the code you would like to use.
4. Before closing, be absolute sure this is the code you would like to use and preferably write down the code as no one can open it afterwards anymore in case you lose it.
5. Slide the latch towards the dials.
6. The code is set and your belongings are safe.
5 years warranty
Before our suitcases are shipped they are thoroughly tested to make sure they pass our extensive quality checks. We believe in our products and give a 5 year warranty on all our suitcases.
For more information about the warranty, please check the warranty section on our website.
What to do when my suitcase is damaged by an airline carrier?
It is important to check your luggage when you take it from the luggage belt. When your suitcase or bag has been damaged during check-in, it is the responsibility of the carrier to take actions. They are insured against damages and should help you out where needed.