DELIVERY TIMES & SHIPPING COSTS
Mainland France:
Pick-up point delivery - Chronopost Shop2Shop - 2 to 3 working days: €4.99
Free for orders over €130.
Home delivery - GLS Domicile - 3 to 5 working days: €5.99
Free for orders over €150.
Express home delivery - Chronopost express - 1 to 2 working days - €14.99
Home delivery - Fedex - 1 to 2 working days - 10.99
Nearby Europe (Germany, Belgium, Spain, Italy, Luxembourg, Monaco, Netherlands, Portugal)
Pick-up point delivery - 3 to 5 working days: €4.99
Free for orders over €130.
Home delivery - GLS Domicile - 3 to 5 working days: €5.99
Free for orders over €150.
Home delivery - Fedex - 3 to 5 working days: €12.99
Europe (other):
Pick-up point delivery - 3 to 5 working days: €5.99
Free for orders over €150.
Home delivery - COM Overseas - 5 to 8 working days: €14.99
Home delivery - Fedex Europe - 5 to 8 working days: €14.99
Home delivery - Fedex Europe - 5 to 8 working days: €12.99
Rest of the world:
Home delivery - Fedex - 7 to 15 working days: €24.99
For countries outside the European Union, customs duties may apply. These are your responsibility and will be requested by the country's customs office upon delivery of your parcel.
TRACK MY ORDER
An email is sent at each new stage of your order's processing: being shipped, shipped and delivered.
Once your order has shipped, a tracking number is sent to you by email so you can follow your parcel's arrival.
NO NEWS ABOUT MY PARCEL?
If you haven’t heard anything about your parcel, please first check that the email hasn’t ended up in your spam folder.
If not, please contact us at the following address: sav@ngo-shoes.com
RETURN COSTS
All orders can be returned within 14 days of receipt.
Mainland France & Belgium:
Returns for exchanges are free.
For store credit, we give you an extra 10%.
For refunds, a deduction of €9.99 is made. This fee is a contribution towards logistics costs.
Submit your return request via our online platform.
A prepaid label will be sent to you.
Germany:
Returns for exchanges are free.
For store credit, we give you an extra 10%.
For refunds, a deduction of €12.99 is made. This fee is a contribution towards logistics costs.
Europe:
Return shipping costs are paid by the customer. All returns must be sent to this address:
FRENCHLOG - Retours N'GO
9 rue du Fondeur 44800 Saint-Herblain France
How do your shoes fit?
If you have any doubt about your size, we recommend using our size recommendation tool on our product pages. To do so, click on “Size guide” below the size selection.
Please find below the direct link to the size guide for the latest spring / summer 2025 collection:
How long do your shoes last?
Hard to say, the lifespan of our shoes depends on your use, daily or not, and on how you care for them (machine washing, use of a waterproofing product, etc.).
To follow our care tips, head to the product page of the model you're using, under the "Care" tab.
Where are your shoes made?
Our sneakers are made in Vietnam at Dai Luc Dong Nai, a workshop audited and certified to guarantee good working conditions and employee safety, fair pay and decent working hours.
What are your care tips?
Before wearing our suede leather, textile or canvas sneakers for the first time, we recommend protecting your N'go with a waterproofing spray suited to this type of fabric, and repeating this every 4 to 6 months.
Since our shoes are partly handwoven, they are not suitable for machine washing. This could damage the materials and cause the colours to run.
To remove stains, opt for hand washing with cold water and soap. A little grandmother's tip: to clean the outsole, we recommend using toothpaste.
My size isn't available, what should I do?
If an item is out of stock, feel free to send us an email at the following address: sav@ngo-shoes.com
We'll be able to give you a restock date or suggest another model.
To remove stains, opt for hand washing with cold water and soap. A little grandmother's tip: to clean the outsole, we recommend using toothpaste.
My payment was declined, what should I do?
To find out the reason your payment was declined, contact us by email at the following address:sav@ngo-shoes.comor contact your bank.
How do I access my invoice?
You have two options:
- You can find your invoice in your inbox. It is sent by email once your order is confirmed.
- You can also download your invoice from the My Account area at this address: https://ngo-shoes.com/fr/mon-compte
Which payment methods do you accept?
Several payment options are available to you:
Bank card (Visa, Mastercard, American Express, CB)
Paypal
Apple Pay
Klarna (pay in 3 interest-free instalments)
How do I use my gift card?
Your gift card comes with a code. This code is to be used during the final order confirmation step: click on "Have a code?", enter your code and confirm.
If an error appears, please contact us at the following address: sav@ngo-shoes.com
I can't log in
Please check that the email address you're using is the one you used when creating your account.
If you've forgotten your password, please click on "Forgot password": a new password will be sent to you by email, at the address used when creating your account.
If the problem persists, please contact us at the following address: sav@ngo-shoes.com
I can't access my order history
You can find all of your orders in your customer area: My Account > My Orders
If that's not the case, please write to us at the following address sav@ngo-shoes.com
Can I find your shoes in stores?
Yes, you can find our sneakers in more than 200 retail stores around the world.
The list of our retail stores is available here: https://ngo-shoes.com/fr/content/11-ou-trouver-nos-distributeurs
Why the name N'go?
In Vietnamese, N'go has many meanings depending on the chosen accent and its position, such as "grain" or "alley". For our brand, however, we chose to write it without an accent: its sound, at once Vietnamese and English, reflects our energy! And go for social sneakers!
What does your logo represent?
Our logo is a pictographic representation of a mountain, based on a classic weaving technique.
What is the brand's concept?
N'go is a fair-trade, solidarity-driven sneaker brand that supports the traditional craftsmanship of Vietnamese craftswomen from ethnic minorities and funds the construction of schools in marginalized villages in northern Vietnam.
N'go offers fair-trade sneakers handcrafted in Vietnam by craftswomen from an ethnic minority. These women, with their unique know-how, hand-weave traditional, colorful patterns found on the sides of the sneakers, a detail that is both original and instantly recognizable.
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 pages and on the packaging.
Championing local craftsmanship is also a direct and indirect boost for the economy: N'go funds the construction of schools through the #NGOFOREDUCATION program, in partnership with the NGO "Sao Bien", to which it donates 2% of its revenue.
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 the education of 250 children.
How do you fund the schools?
N'go funds the construction of schools through the #NGOFOREDUCATION program, in partnership with the NGO "Sao Bien", to which it donates 2% of its revenue.
Sao Bien organizes and coordinates the construction of schools in villages in the most marginalized regions of Vietnam. Since launching in 2017, the brand has helped fund 4 schools and the education of 250 children.
How can I send you my worn-out N'go pair?
To send back your old N'go pair, contact us atsav@ngo-shoes.com with the subject "N'go Second Life" and we'll provide you with a prepaid shipping label.
I didn't find the answer to my question
In that case, send us your question atsav@ngo-shoes.com, and our customer service team will get back to you within 48 hours.