FAQ

Shipping

How much is shipping?
Shipping to the U.S. is free on every order.

Will I get tracking?
We email you when your order ships. If your shipment has a tracking number, it's in that email.

I ordered two pieces and only one arrived.
Pieces can ship in separate packages and arrive on different days. If the second one hasn't arrived within 15 business days of its dispatch, email us.

Returns

Can I return my bag?
Email us with your order number before sending anything back and we will send you the return instructions.

What if it arrives damaged or wrong?
Email us your order number and a few photos as soon as you notice. We'll send a replacement or a full refund, at no cost to you.

The bags

What are they made of?
Each bag's material is listed on its product page.

How do I care for a suede finish?
Brush gently with a soft, dry brush. Blot spills right away; don't rub. Keep it out of long rain and store it lightly stuffed so it keeps its shape.

Which size should I choose?
The Laurel comes in two sizes: the Shoulder for every day and the Tote for full workdays. Not sure? Email us and we will help you choose.

Orders

Can I change or cancel my order?
Email us as soon as possible. If your order has not shipped yet, we will do our best to change it.

How can I contact you?
Email novelissastore@gmail.com or use our contact form. We reply within 1–2 business days.