FREQUENTLY ASKED QUESTIONS
This is it. Have you spotted your next NOO piece, but don't know your size? Our size guide is here to help you find your size among lingerie tops, homewear, swimwear and ready-to-wear. Our chatbot is also available.
Are you hesitating between two sizes? Send us a short message at hello@noounderwear.fr for personalized advice. 🙂
Casa NOO is a bit of the south in Paris! This little corner of sunshine is located at 128 rue Vieille du Temple in the 3rd arrondissement. Our team welcomes you every day, from 11:00 a.m. to 7:30 p.m. Want to know if your part is available in store? Call us on 09 86 23 00 95 .
Do you live on the Left Bank? No worries! NOO has opened its special Summer boutique at 68 rue Bonaparte, open Monday to Saturday from 11 a.m. to 7:30 p.m.
And for those who prefer department stores, head to Corner NOO at Galeries Lafayette Haussmann. Head to the second floor to discover our latest gems!
Production 🙌
⅔ of our models are made under the Tunisian sun. The rest is produced in Europe, between Spain and Turkey. Find in each product sheet where your piece was made.
Our materials 🧵
We source our supplies mainly from France, Spain, Italy, Portugal and Turkey, in short in Europe, where we choose fabrics which, for the majority, respect the OEKO-TEX label, a guarantee of the absence of harmful chemical substances in the products. textiles.
Commitments 👊
GO GREEN 🌿
Imagine hot pieces that make you look hot and that respect the environment, yes we can! Whether through our raw materials, our certified production or the packaging that wraps your NOO pieces: we try to move step by step towards more responsible production, respectful of the planet and people. And this is cool.
How to take care of your lingerie, homewear and ready-to-wear pieces?
Our materials are mostly delicate and require special care: wash your items inside out, that's better! Wash by hand, gently and without rubbing. If you opt for machine washing instead, choose a delicate cycle at 30 degrees maximum. And don't forget to place your pieces in a washing net . Attention ! The NOO bag offered in your order is not suitable for machine washing!
Be sure to close the hooks on your lingerie before washing. Check the product sheet or the label of the item you purchased to see if it can be tumble dried or ironed to avoid any inconvenience.
How to take care of your swimsuit? 👙
Do you feel amazing in your swimsuit and want to keep it as long as possible? We understand you! 😉 Here are some special swimwear tips, to adopt in addition to the tips above:
Systematically rinse your swimsuit with clean water after each splash in your pool. Your swimsuit will thank you! Tut tut tut! Remember to undo the knots in your swimsuit before washing it. The recipe for a great swimsuit: lukewarm water + a spoonful of baking soda for 1 minute before washing.
For more advice, go right here .
Do you have any doubts about whether your order will be processed? ✉️
Once your order has been registered, a confirmation email will be sent to you. Be careful, this one sometimes slips into your junk mail, remember to check!
What is the status of my order? 💻
Good news ! You can check the status of your order, and track your package 👉 Go to the “ My account ” section.
Has my order already been prepared? 🤞
At NOO, your orders are prepared between 24 and 48 working hours, excluding weekends and public holidays. Please note, this deadline can be extended to a maximum of 4 working days during busy periods such as Christmas, or sales for example.
If, however, you notice a small delay, do not hesitate to write to us at the following address hello@noounderwear.fr . We will get back to you as soon as possible! 🙂
Oops ! I want to modify or cancel my order! 😣
Yes we can. At least, as long as it has not yet been prepared by our logistician, and you will see, it is lightning fast! To avoid this, remember to check your order carefully before confirming it: delivery address, sizes, quantities and colors of the items you have chosen.
And if a small error still occurs, write to us at hello@noounderwear.fr indicating the number of your order as well as the desired modifications, we will do everything possible to ensure that your request is taken into account!
I would like to offer a gift card, how do I do it? 🎁
Are you unsure about a model or in doubt about a size? Give a NOO card. You can find 4 different amounts on our site: 50, 100, 120 and 150 euros, right here !
After validation of your payment, you will receive a virtual gift card that you can print, or send by email to the person concerned! Of course, our gift cards are also available in store, just ask! 😉
What payment methods are offered? 💳
Three solutions for your online payment!
- PayPlug, for classic online payment using your bank card
- PayPal, which you can use with an existing account or create one directly through the PayPal portal
- Alma, for payment in 2 or 3 installments with your bank card if your order is over €100.
Do you have a NOO gift card? Lucky you ! Pay for your order using the code indicated on the NOO card in the “ gift card or promo code” box once your basket is filled.
Special questions about sales or private sales… 🔔
Did you place an order outside of a promotional period, or during the first/second sales markdown and your item is now further discounted? Unfortunately, this is gambling and we will not be able to refund you the price difference. Sorry baby!
Are shipping costs free? 🤓
Good news ! Delivery is free in mainland France, Belgium and Germany, if your order exceeds €120 purchase.
For any other destination, you can simulate your delivery costs by clicking on “ calculate shipping costs ” at the bottom of the “ your basket ” page. Easy, right?
Is my order subject to customs fees? 👮♀️
👉 I live in the European Union: if you live in a member country of the European Union, no bad surprises: you will not have any additional costs to pay!
👉I live outside the EU, or in the French Overseas Territories: if you live in a non-member country of the European Union or in the French Overseas Territories, customs fees may be applied upon receipt of your order: they will be your responsibility. charge. Their amount and the conditions of their application are not within our control and are directly determined by the regulations in force in the country.
Also, to find out more, do not hesitate to contact customs services directly.
What are the delivery times and methods? ⏰
At NOO, your orders are prepared between 24 and 48 working hours, excluding weekends and public holidays. Please note, this deadline can be extended to a maximum of 4 working days during busy periods such as Christmas, or sales for example. Added to this are the delays of the selected carrier, which are unfortunately not within our control.
Here, for information purposes, are the usual deadlines:
👉 Colissimo and Tracked Letter (Metropolitan France only): Delivery within 3 to 5 working days in France (excluding Sundays and public holidays)
👉 Colissimo collection point (mainland France only): Delivery within 4 to 7 working days (in France, excluding Sundays and public holidays)
👉Mondial Relay (mainland France only): Delivery within 4 to 7 working days (in France, excluding Sundays and public holidays)
👉 Colissimo International
- EU countries: Delivery within 4 to 10 working days (depending on the country)
- Non-EU countries: Delivery between 10 and 20 working days (depending on the country)
👉 Chronopost (mainland France and Belgium only): Delivery from 24 to 48 working hours (excluding weekends).
When will my order be shipped?
At NOO, your orders are prepared between 24 and 48 working hours, excluding weekends and public holidays. Please note, this deadline can be extended to a maximum of 4 working days during busy periods such as Christmas, or sales for example.
Once your order has been prepared, it will be given to the carrier and shipped within the delivery times proposed by the latter.
Has my order already been shipped?
Do not worry ! Once your order has been shipped, you will receive an email containing the tracking number of your order, which will allow you to follow its journey to your home.
Another possibility! You can also follow the delivery of your order directly from our site, via the “ My account ” section and then click on “My order.”
I want to change my delivery address! 🏠
Yes we can. At least, as long as it has not yet been prepared by our logistician, and you will see, it is lightning fast! To avoid this, remember to check your delivery information carefully before placing an order.
Write to us at hello@noounderwear.fr indicating the number of your order as well as the desired modifications, we will do our best to ensure that your request is taken into account!
What should I do if my package is marked delivered, but I have not received it? 🤷
Don't panic! First step: we invite you first to check if the carrier has not left a delivery notice, informing you of a new delivery attempt or of delivery to a nearby post office/collection point.
Also, it may happen that the delivery people give your package directly to your caretaker or to a neighbor, so do not hesitate to ask if they could have collected your order.
If, despite everything, you cannot find your packages, write to us at the following address: hello@noounderwear.fr . We will get back to you as soon as possible.
Oh oh ! My delivery is late, what should I do? 😔
Sorry! This is not normal of course! Even if carriers generally respect the delivery times indicated, a small hazard can sometimes happen! This situation is therefore unfortunately not within our control. If you notice a delay in your delivery, you can write to us at hello@noounderwear.fr , we will get back to you.
My package is indicated as being “returned to sender”:
Unfortunately for logistical reasons we are currently unable to directly return packages returned by carriers. This will therefore be treated by our teams as a classic return, and upon receipt by our logistician, the order will be fully refunded!
We therefore invite you to place a new order if the items are still in stock! If in doubt, you can write to us at hello@noounderwear.fr for help.
Have you received your package?
Remember to check that its content corresponds to your order. Check the sizes, colors, number of items received and also that they do not present any possible defects. If you notice an error, please do not hesitate to contact us as soon as possible so that we can offer you a solution. 🙂
I received a defective item, what should I do? 😥
Thin ! A defect has escaped our attention, this is obviously not normal. We pay a lot of attention to the quality of our parts, and are sorry that the contents of your order do not bring you complete satisfaction.
Write to us at hello@noounderwear.fr , specifying the order number concerned, and we will get back to you!
I received my order, but an item is missing 😒
We are sorry! If an item is missing from your order and we have not informed you, you can contact us by email (hello @noounderwear.fr ) indicating the order number as well as the name and size of the missing item. . We will launch an investigation to find out what could have happened!
I did not receive the correct item 😱
Don't panic! Our teams take particular care with our customers' orders and ensure that the items ordered correspond to the items sent. If, despite everything, an error has occurred, we sincerely apologize. We invite you to contact us by email ( hello@noounderwear.fr ) so that we can find a solution together!
How long do I have to return my package if I want to make a return? ⏱
At NOO, you have 14 days from receipt of your order to register and return your return (postmark as proof). Beyond this deadline, we will unfortunately not be able to accept your return. So please, be on time!
How to make a return? 🧐
From France: First, register your return online right 👉 here. Then stick the Colissimo label that will be provided to you on the package (making sure to remove the original label). Don't forget to also slip the return slip with the barcode that will be sent to you inside your package.
No worries: returns are free from mainland France if they are returned within 14 days of receipt of your order (postmark taken as proof). Beyond this deadline, we will unfortunately not be able to accept your return. All clear?
From the European Union: First, register your return online 👉 here Be careful! You have 14 days from receipt of your order (postmark as proof) to return your part. Sending the return package is at your expense and for maximum security, opt for delivery by tracked mail (excluding Private Parcel, because the packages do not reach our warehouse) . The address to indicate on the return slip 👇
BURLAT
NOO Returns
910 rue de Cantaranne
12850 ONET LE CHATEAU
FRANCE
Don't forget to include the return coupon in the package. It will allow connection to your account when it arrives at our warehouse. And of course, keep the tracking number of your return package 😉
From international (outside the European Union): First, register your return online 👉 here You have 14 days from receipt of your order (postmark taken as proof) to return your part.
PLEASE NOTE: customs fees are your responsibility. If you do not pay customs fees, your package will be returned to you because we cannot cover these costs upon receipt.
Your return package must be addressed to:
BURLAT
NOO Returns
910 rue de Cantaranne
12850 ONET LE CHATEAU
FRANCE
Make sure to keep the tracking number of your return package ;)
Can I return my part to the store? 🏡
Yes, of course, you have 14 days to return a part purchased in store or on the site. The Team will take care of your return.
Where to go to return?
In our points of sale: La Casa noo du Marais at 128 rue Vieille du Temple 75003 Paris and at Casa noo de St Germain at 68 rue Bonaparte 75006 Paris.
🚨WARNING: If you made your NOO purchase at Galeries Lafayette (site or corner), unfortunately we will not be able to accept it in store or on the NOO website🙅♀️… You will only be able to return your piece to Galeries Lafayette.
Can I return items from 2 different orders in 1 return? 🙏
Of course ! As long as the 14-day deadline is respected for all orders to be returned, you can use the same package to return parts from 2 different orders to us. It’s eco-friendly, we can only say yes!
Beyond this deadline, we will unfortunately not be able to accept your return. Remember to register your two return requests on the site and enter the two correct returns even if you only make one package.
🚨 Be careful! If you live in mainland France and you wish to return items from a single order to us in several installments within 14 days, only the first return will be free. And yes, we think about the planet! 🌍
Can I modify my return? 🤔
After thinking about it, do you want to keep a part that you have already recorded in your return request? No worries! Send us an email to hello@noounderwear.fr to let us know.
On the contrary, if you subsequently wish to add an item to your return request, it is not possible to modify the return directly online. But a quick email to hello@noounderwear.fr to let us know and everything is good!
What are the return conditions? 📜
Good question! As you know, returns must be returned within 14 days from the date your order is received (postmarked).
Of course, the products must return to us clean, folded and packaged. They must not have been worn, damaged, soiled or washed. For hygiene reasons, try on your lingerie and swimwear while keeping your personal underwear on.
Please note if a part returns to us stained, defective or without a label, you will be refunded with a possible deduction depending on the anomaly observed.
Exchange policy 🤝
At NOO, we do not offer standard exchanges given our limited stocks. The Team will respond to advise you on sizes on LiveChat or at serviceclient@noounderwear.fr.
If you want a size other than the one ordered, reorder directly on the site and send us an email at hello@noounderwear.fr : we will reimburse you for the shipping costs (based on your initial order) 😉.
Beware! Our exchange and shipping refund policy is only applicable for two orders only (one initial order and one exchange order).
Where is my return request? 👀
🇫🇷 Track my return package from France
Do not worry ! You can follow the delivery of your return package using the tracking number noted on the carrier label communicated to you (received by email or available at http://histoire-echange.noo-paris.com/fr ).
🌍 Track my return package from international
When making a return from internationally, we recommend that you opt for tracked delivery. And presto, you have a tracking number which allows you to follow your package directly on the carrier's website.
If you encounter a problem with the shipping of your return package, contact the carrier you selected as soon as possible, providing your tracking number. All right?
Your item does not suit you? No worries! You can easily make a return right here
What are the repayment deadlines?
Upon receipt of your return package by our logistician, you will be reimbursed within 10 working days* and that's cool!
*Please note that during periods of private sales, sales or the day after a collection is put online, these deadlines can be extended up to 14 days.
Do you reimburse shipping costs?
The shipping costs of the order are not refunded. The amount refunded corresponds only to the amount of the products returned as compliant.
What happens to my refund when I paid with Alma (payment in several installments)?
Don't panic! For orders paid in installments via ALMA, we reimburse returned items directly to ALMA.
It is then ALMA which takes care of reimbursing you according to your monthly payments. Please note: ALMA only reimburses the monthly payments that you have already paid, the other monthly payments are cancelled.
If you have any further questions, contact their customer service directly here 👉 https://getalma.eu/contact-us.
I paid with a credit or gift card, can I be refunded?
Of course ! At NOO, reimbursement is made via the payment method used when paying for your order.
If part of the order was paid by credit card and the rest by credit/gift card, the refund is made as a priority to the same bank card. The remaining amount will be re-credited to the credit/gift card.
Ouch! Haven't found the answer to your question? Send an email to hello@noounderwear.fr , we will be happy to help you!
You can also find us on livechat by clicking on “I have another question”. The Team responds to you Monday to Friday (excluding public holidays) from 9 a.m. to 5 p.m.
See you soon!
