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.
Our website displays the final price for each delivery. Additional costs and/or surcharges are not imposed on the customer.
International shipments may be subject to additional customs duties and taxes upon arrival, as required by the customs regulations of the destination country. These costs are not included in the price on our website.
Although the customer is responsible for paying these customs duties and taxes, we will fully reimburse them. Please send a message with your order details and proof of payment to [email protected], and we will refund you the full customs costs.
It is possible to easily exchange for another item of a different colour or size. If you wish to exchange your item, please send an email to [email protected].
If you have a defect or complaint, please contact [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 period 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 only return requests will be processed.
We will make sure that you receive a response from us within one working day.
Within the Benelux we ship with PostNL and DHL. For all other orders we work with 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.
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).
No discount campaigns
Discount campaigns are not part of our business and we do not participate in discount days such as Black Friday. We believe in responsible consumption and corporate social responsibility is central to NORTVI. We offer our products directly through our website and cut out the middleman. This gives us the opportunity to offer a fair price for our premium products.
We also offer gift cards at NORTVI. This ensures that you can always find something you love from our collection. The perfect present for any occasion. Please send an email to [email protected] and we’ll make sure that you immediately receive your gift card.
Product related questions
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 and bags are designed to comply with the international IATA aviation size standards.
That means you can always bring your suitcase or bag as carry-on luggage onboard. In this way you have nothing to worry about and you can already start dreaming away of your next destination.
Our suitcases are made of premium and sustainable Polycarbonate. Polycarbonate is the strongest available material and allows us to use it in a recycled shape.
Most other companies use ABS for the shells of their suitcases. This is a cheap and low-quality material. The big difference between Polycarbonate and ABS is the quality and durability. Polycarbonate is a higher quality material. It’s more durable and lightweight but also more expensive in the production process.
Our bags are made of a sustainable and luxurious fabric that consists of 100% recycled PET bottles.
We will always select the highest quality materials so that you can use our products for a lifetime.
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 products a life-long durability and by doing so we aim to reduce the amount of material that is used to create a new product. That way we do what we love and that is to travel the world 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 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.
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.
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.
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.
Free lifetime repairs
We always offer lifetime repairs on all suitcases and bags. So if something is wrong with your suitcase or bag, we will immediately repair it for you free of charge. The NORTVI suitcase is designed in such a way that it is very easy to replace, for example, the wheels or the telescope system.