FAQ

Worldwide Shipping:

We generally use La Poste, FedEx, or DHL depending on the destination country. Once your order has been dispatched, you will receive a tracking number to monitor the progress of your shipment.

We are committed to shipping your products within a maximum of 14 days. However, if any delays occur due to circumstances beyond our control, we will notify you via email to inform you of the situation.

Please note that delivery times are only provided as estimates, and delays may occur during the shipping process.

Once your package has been sent, we kindly ask you to regularly check the tracking information and ensure its safe delivery to your address. We cannot be held responsible for any delivery issues that may arise after dispatch.

Important:
We cannot guarantee the absence of customs or import duties when your package is delivered. Any additional fees or taxes are beyond our control and must be paid by the recipient of the package.

 CAN I MAKE A RETURN? IF YES, HOW ?

At Nanou the Brand, we offer returns for full-price items within 14 days of receipt for exchange.

To initiate a return, please email contact@nanouthebrand.com and include your order number, the name the order was made under, and the email address used for the order.  Please note that sale items, cap and bobs are not eligible for return.

The returned items must be in their original packaging, with all tags attached, and must not have been worn, damaged or washed. Customers are responsible for the cost of returning the items. 

NANOU THE BRAND cannot be held responsible for any loss, theft, or damage during the return process.

Returns received after the 14 days period will be rejected. After receiving the returned package, we will inspect the item and issue refund if it meets all requirements (minus any costs of the return we covered).

Returns without return authorization may experience delays in processing, and we reserve the right to reject returns that do not meet the above requirements. If your return is rejected, we will notify you via email. 

IS IT POSSIBLE TO EXCHANGE AN ITEM?

We do not offer standard exchanges. The easiest way to get the item you want is to place a new order on our website.

CAN I CANCEL MY ORDER?

You can cancel your order within 24 hours of purchase by emailing contact@nanouthebrand.com. Please include your order number, the name the order was made under and the email address used for the order. We reserve the right to cancel orders that violate our terms and conditions. 

HOW LONG DOES IT TAKE TO RECEIVE MY REFUND? 

The refund period is a maximum of 14 days.

You will receive a refund e-mail, then count on 48 to 72 working hours depending on your bank (except for a delay linked to a deferred debit credit card - time excluding weekends and public holidays) for your bank account to be credited.

HOW DO I MAINTAIN MY ITEM?

On each product’s description we indicate the care instructions. You will find also a dedicate page "Care instructions" in our website.