Delivery & return

Delivery, Returns & Exchanges


Are deliveries impacted in this Covid context?
We continue to deliver normally but delivery times may be slightly longer depending on the carrier and the destination area.


How to track the routing of your orders?
You will be notified by e-mail as soon as your package is shipped, accompanied by tracking number of the package.


How much are the delivery costs? What are the delivery times?
In mainland France, we offer delivery costs from € 75 of purchase.
Outside mainland France, delivery costs range from € 5 to € 15 including tax, depending on the country of destination :

For countries outside the European Union, customs charges may apply. They are at your expense and will be requested upon delivery of your package by the country's customs office.


How much are the return costs?
In metropolitan France, shipping costs are offered for an exchange. However, they are your responsibility for a refund.
Outside metropolitan France, shipping costs are your responsibility.

What are the conditions of return?
You have the possibility to be paid back within 14 days, or exchange the product (s) bought by another model of the same value, subject to the limit of available stocks, within 30 days days after receiving your order. For Christmas, returns are accepted until January 31st.


How to condition the products to return?
We ask you to return the products in new condition and in their original packaging in a single package (shoe box, second pair of laces, paper, labels, etc.). For the return to be accepted, the pair must be new, not have been worn and only tested indoors on a clean surface, be in its original packaging in full, and the shoe box must be returned in a carton.


How to proceed with an exchange in metropolitan France?

Don't panic, you have 30 days from receipt of your order to return the pair to us for exchange. In addition, the costs of return and reshipment are at our expense. To do this, simply complete the return form below indicating the desired exchange. Then access your customer area on our site https://ngo-shoes.com to download the return label to stick on the packaging box. Don't forget to attach the return form before closing your package! Finally, drop the package off at any post office. Convenient!

Return voucher for metropolitan France only

Once we have received and verified the good condition of your products, we will ship the exchange product (s) to you. A shipping confirmation email with the tracking code of the new package will then be sent to you. For any questions, please send an email to sav@ngo-shoes.com

How to proceed with an exchange outside metropolitan France?

Don't panic, you have 30 days from receipt of your order to return the pair to us for exchange. For an exchange, the return costs are your responsibility. Fill out the return form below indicating the desired exchange, and slip it into the shipping carton. Please return your package to us at the address indicated at the bottom of this page.

Return voucher only outside metropolitan France

Once we have received and verified the good condition of your products, we will ship the exchange product (s) to you. A shipping confirmation email with the tracking code of the new package will then be sent to you. For any questions, please send an email to sav@ngo-shoes.com

How to proceed with a refund in metropolitan France?

Have you changed your mind ? You then have 14 days from receipt of your order to retract and be reimbursed, without having to justify reasons or pay penalties, with the exception of the return costs which remain your responsibility. Again, just complete the return form below, specifying the item to be refunded. Then access your customer area on our site https://ngo-shoes.com to download the return label to stick on the packaging box. Don't forget to attach this return form before closing your package! Finally, drop the package off at any post office. We will reimburse you upon receipt and validation of your return, deducting € 7 return costs.

Return voucher for metropolitan France only

Once we have received and verified the good condition of your products, we will reimburse you. A refund confirmation email will then be sent to you. For any questions, please send an email to sav@ngo-shoes.com

How to proceed with a refund outside metropolitan France?

Have you changed your mind ? You then have 14 days from receipt of your order to retract and be reimbursed, without having to justify reasons or pay penalties, with the exception of the return costs which remain your responsibility. Again, just complete the return form below, specifying the item to be refunded, and slip it into the shipping carton. Please return your package to us at the address indicated at the bottom of this page. We will reimburse you upon receipt and validation of your return, except for the delivery charges paid when placing your order, which are non-refundable.

Return voucher only outside metropolitan France

Once we have received and verified the good condition of your products, we will reimburse you. A refund confirmation email will then be sent to you. For any questions, please send an email to sav@ngo-shoes.com

What to do in the event of a non-conforming order or a manufacturing defect?

The error is human ! In the event of a packaging defect or error on our part, you have 14 days from receipt of your order to return your package to us. Obviously, the return costs are at our expense. Simply contact us at sav@ngo-shoes.com explaining the situation and attaching a photo of the defective item. We will be there to find a solution and send you a return label.


To which address to return the order?
Packages will be returned to the following address:

FRENCHLOG
TO N'GO
21 RUE DE LA RABOTIERE
44800 SAINT HERBLAIN
FRANCE

Ps : Do not forget, behind our screen we are a small, young and friendly team happy to help! So no need to worry, we will always be here to find a solution and make our customers happy.