FAQ
If you have any doubts about your size, we suggest you use our recommendation tool on our product sheets. To do so, click on "Size Guide" below the size selection.
It's hard to say, the life span of our shoes depends on your use, daily or not, and on the maintenance of these shoes (machine washing, use of a waterproofing product, etc.).
To follow our maintenance advice, go to the product sheet of the model you are using, tab "Maintenance".
Our sneakers are made in Vietnam at Dai Luc Dong Nai, a workshop audited and certified to ensure good working conditions and safety of employees, fair pay and decent working hours.
Before using our suede, textile or canvas sneakers for the first time, we advise you to protect your N'go with a waterproofing spray adapted to this type of textile and to repeat this operation every 4 to 6 months.
As our shoes are partially hand-woven, they are not suitable for machine washing. This could damage the materials and cause the colors to fade.
To eliminate stains, opt for hand washing with cold water and soap. A little tip from grandma, to wash the outer sole, we recommend you use toothpaste.
In case of stock shortage, do not hesitate to send us an email to the following address: sav@ngo-shoes.com
We will be able to indicate you a date of restocking or to advise you another model.
Of course, unless you have already received an email confirming the shipment of your package.
If you wish to modify your order, contact us quickly on sav@ngo-shoes.com after the validation of your order. We will let you know if it is still possible or not.
In the case of an exchange :At N'go, if your pair doesn't suit you, you have 30 days from receipt to request an exchange or credit note. If you prefer a refund, you can request one within 14 days. Simply make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
There are three types of returns:
- Exchange: the size doesn't fit? Return your pair and we'll send you back the size you want, subject to availability.
- Credit note: Not what you're looking for? Want to postpone your purchase? Take advantage of a credit valid on our e-boutique for the value of the returned products, credited by an additional 10%.
- Refunds: changed your mind? We'll refund you directly to your credit card or Paypal account.
Returns for exchange or credit are free of charge in metropolitan France.
A deduction of 9€ is made on returns for refund. This charge corresponds to a contribution towards logistics costs.
Outside metropolitan France, returns are charged at 12€ for Europe and 15€ for the rest of the world.
You can find your order number :
- in the email that was sent to you following the validation of your order
- in your My account > My orders
For orders over €100 in mainland France:
- Mondial relay within 3 to 6 working days: free delivery
- GLS Domicile within 2 to 4 working days: €499
- Colissimo Domicile within 3 to 4 working days: €9
- Colissimo relais within 2 to 4 working days: €5
Metropolitan France under 100€ :
- Mondial relay within 3 to 6 working days: 2€99
- GLS Domicile within 2 to 4 working days: 4€99
- Colissimo Domicile within 3 to 4 working days: 9€.
- Colissimo relais within 2 to 4 working days: 5€.
Outside metropolitan France, delivery costs range from €5 to €15, including tax, depending on the destination country. Delivery is also free for purchases over €100 in the following countries: Belgium, Netherlands, Spain and Luxembourg.
For countries outside the European Union, customs fees may apply. These are at your expense and will be charged to you upon delivery of your parcel by the local customs office.
Yes, we deliver worldwide.
For a delivery abroad please refer to our page https://ngo-shoes.com/en/content/1-delivery
Good to know : for countries outside the European Union, it is possible that customs fees are applied. They are at your charge and will be asked to you at the delivery of your parcel by the customs office of the country.
An email is sent at each new stage of processing of your order: shipping, shipped and delivered.
Once the order is shipped, a tracking number is sent to you by email to follow the arrival of your package.
If you do not have any news of your package, please check first if the email did not get lost in your spam.
If this is not the case, we invite you to contact us at the following address: sav@ngo-shoes.com
In the case of an exchange :At N'go, if your pair doesn't suit you, you have 30 days from receipt to request an exchange or credit note. If you prefer a refund, you can request one within 14 days. Simply make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
There are three types of returns:
- Exchange: the size doesn't fit? Return your pair and we'll send you back the size you want, subject to availability.
- Credit note: Not what you're looking for? Want to postpone your purchase? Take advantage of a credit valid on our e-boutique for the value of the returned products, credited by an additional 10%.
- Refunds: changed your mind? We'll refund you directly to your credit card or Paypal account.
Returns for exchange or credit are free of charge in metropolitan France.
A deduction of 9€ is made on returns for refund. This charge corresponds to a contribution towards logistics costs.
Outside metropolitan France, returns are charged at 12€ for Europe and 15€ for the rest of the world.
In the case of an exchange :At N'go, if your pair doesn't suit you, you have 30 days from receipt to request an exchange or credit note. If you prefer a refund, you can request one within 14 days. Simply make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
There are three types of returns:
- Exchange: the size doesn't fit? Return your pair and we'll send you back the size you want, subject to availability.
- Credit note: Not what you're looking for? Want to postpone your purchase? Take advantage of a credit valid on our e-boutique for the value of the returned products, credited by an additional 10%.
- Refunds: changed your mind? We'll refund you directly to your credit card or Paypal account.
Returns for exchange or credit are free of charge in metropolitan France.
A deduction of 9€ is made on returns for refund. This charge corresponds to a contribution towards logistics costs.
Outside metropolitan France, returns are charged at 12€ for Europe and 15€ for the rest of the world.
Returns for exchanges and credit notes are offered in metropolitan France.
A deduction of 9€ is made on returns for reimbursement. This charge corresponds to a contribution to logistics costs.
Outside metropolitan France, returns are invoiced at 12€ for Europe and 15€ for the rest of the world.
In the case of an exchange :At N'go, if your pair doesn't suit you, you have 30 days from receipt to request an exchange or credit note. If you prefer a refund, you can request one within 14 days. Simply make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
There are three types of returns:
- Exchange: the size doesn't fit? Return your pair and we'll send you back the size you want, subject to availability.
- Credit note: Not what you're looking for? Want to postpone your purchase? Take advantage of a credit valid on our e-boutique for the value of the returned products, credited by an additional 10%.
- Refunds: changed your mind? We'll refund you directly to your credit card or Paypal account.
Returns for exchange or credit are free of charge in metropolitan France.
A deduction of 9€ is made on returns for refund. This charge corresponds to a contribution towards logistics costs.
Outside metropolitan France, returns are charged at 12€ for Europe and 15€ for the rest of the world.
Yes, it is possible to make several exchanges.
You have 30 days from the reception of your order to return the pair(s) to be exchanged.
The return and reshipment costs are at our charge (for metropolitan France only).
To know the reason of the refusal of payment, contact us by e-mail at the following address: sav@ngo-shoes.com or contact your bank.
Two solutions are available to you:
- You can find your invoice from your mailbox. It is sent by email following the validation of your order.
- You can also download your invoice from the My Account area at this address: https://ngo-shoes.com/en/my-account
Two solutions are available to you:
- Payment by credit card, thanks to our partner Payplug
- Paypal payment (requires the creation of an account)
The gift card comes with a code. This code is to be used during the last step of order validation: click on "You have a code", enter your code and validate.
If an error is displayed, please contact us at the following address: sav@ngo-shoes.com
Please check if the email address used is the one used when you created your account
In case of forgotten password, please click on "Forgotten password": a new password will be sent to you by email, at the address used when you created your account.
If the problem persists, please contact us at the following address: sav@ngo-shoes.com
You can find all your orders in your customer area: My account > My orders
If this is not the case, please write to us at the following address sav@ngo-shoes.com
Yes, you can find our sneakers in more than 200 retail stores around the world.
The list of our retail stores can be found here: https://ngo-shoes.com/en/content/11-ou-nous-trouver
In Vietnamese, N'go has many meanings depending on the accent chosen and its position, such as "cereal" or "alley". However, for our brand, we chose to write it without accent: its consonance both Vietnamese and English-speaking is the reflection of our dynamics! And go for social sneakers !
Our logo is a pictographic representation of the mountain based on a classic weaving technique.
N'go is a brand of fair trade sneakers that supports the traditional know-how of Vietnamese craftswomen from ethnic minorities and finances the construction of schools in marginalized villages in North Vietnam.
N'go offers fair trade sneakers made according to a traditional know-how in Vietnam, by craftswomen from an ethnic minority. These women with their unique know-how weave traditional and colorful patterns by hand that are found on the sides of the sneakers, a detail that is both original and identifiable.
The models are named after iconic places in Vietnam, echoed in the color and design of the weaving. A presentation of each of these places is available on the product sheets and on the packaging.
The promotion of local know-how is also a direct and indirect support for the economy: N'go subsidizes the construction of schools through the #NGOFOREDUCATION program, in association with the NGO "Sao Bien" to which it pays 2% of its turnover.
Sao Bien organizes and coordinates the construction of schools in villages in the most marginalized regions of Vietnam where access to education is difficult. Since launching in 2017, the brand has helped fund 4 schools and enroll 250 children.
N'go subsidizes the construction of schools through the #NGOFOREDUCATION program, in association with the NGO "Sao Bien" to which it pays 2% of its turnover.
Sao Bien organizes and coordinates the construction of schools in villages in the most marginalized regions of Vietnam. Since the launch in 2017, the brand has contributed to the funding of 4 schools and the education of 250 children.
To send back your old N'go, contact us on sav@ngo-shoes.com with the subject "N'go Second Life" and we will provide you with a pre-stamped shipping label.
Our mission ? Prolong the life of your N'go. By maintaining and repairing them, they will find a new owner. If the returned N'go are too damaged to be given to an association, then the different materials will be recycled by our partners.
This way, we try to reduce the number of discarded shoes. In France, more than 600 000 tons of clothes are thrown away every year.
To encourage you to return your used N'go shoes, you will receive a 10€ voucher valid for 1 year on our website and with no minimum order.
Once the pair is received, we will send you an email with the voucher created especially for you. Program valid only from Metropolitan France.
In this case, send us your question to sav@ngo-shoes.com, our customer service will answer you within 48 hours.