Cabin luggage

Frequently asked questions

Frequently asked questions

Orders in the Netherlands are delivered within 1 business day (Sunday and Monday excluded). Orders to Germany and Austria are delivered within 1–3 working days (Sunday excluded). The delivery time of European and international orders vary from 2–5 business days.

We always ship our products free of charge. Our website displays the final price for each delivery and there will be no additional costs or surcharges for you.

International shipments may be subject to duties or taxes upon arrival, as required by customs in the destination country.

Don’t worry, 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 the refund amount if an item is returned.

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. You will directly receive a return label for the return shipment. Return shipping is free of charge. Please note that each item is to be returned separately with a separate return label to ensure successful processing of your return. If you do not receive a return label for each item you wish to return, please contact us. 

Please be advised that the terms concerning the reimbursement of customs duties and taxes do not apply to returned orders initiated by the customer. In such instances, the amount already reimbursed by us will be deducted from the refund. If you have further questions or require assistance, feel free to contact us at [email protected].

Within the Benelux we ship with PostNL and DHL. For all other orders we work with DHL.

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.

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.

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

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

Discount campaigns are not part of our company policy, and we do not participate in events such as Black Friday. 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 have the opportunity to provide a fair price for our premium products.

Our luggage makes for the perfect gift. By getting a gift card you ensure to always find something you love from 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.

Product related questions

All our suitcases and bags are designed to comply with international IATA aviation size standards.

This means that you can always bring your suitcase or bag as carry-on luggage onboard. With this assurance, you have nothing to worry about, and you can already start dreaming about your next destination.

Unfortunately, it happens that airlines suddenly change their requirements, deviating from the IATA standard on which our design is based. Some airlines have a policy that only allows luggage that fits under the seat for free, resulting in additional charges for carry-on suitcases. We recommend checking the hand luggage regulations of your chosen airline before departure.

Our suitcases are made of premium and sustainable polycarbonate, renowned for its exceptional strength.

Many other companies use ABS for the shells of their suitcases, which is a cheap and low-quality material. The significant difference between Polycarbonate and ABS lies in quality and durability. Polycarbonate is of higher quality – it’s more durable and lightweight, although more expensive in the production process.

Our bags are crafted from a sustainable and luxurious fabric made entirely from recycled PET bottles.

We are committed to always selecting the highest quality materials to ensure that our products can be used for a lifetime.

We put enormous effort into sourcing the right materials and 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.

We can’t guarantee that the front pocket of your suitcase stays completely 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.

Our entire bag collection is water resistant both inside and out.

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 absolutely sure this is the code you would like to use and preferably write it down, as no one can open it afterward in case you lose it.
5. Slide the latch towards the dials.
6. The code is set, and your belongings are now secure.

Before our products are shipped they are thoroughly tested to make sure they pass our extensive quality checks. We believe in our products and give a lifetime warranty on all our suitcases.

All bags have a 2 year warranty.

To initiate a warranty claim, we kindly request that you complete the following form promptly after the damage has occurred.

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.

We always offer lifetime repairs on all suitcases and bags. So if something is wrong with your suitcase or bag, we will repair it for you free of charge.

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 8085 077
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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