Shoes
How do your shoes fit?
If you have any doubt about your size, we recommend using our 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.
Order
Can I change my order?
Of course, unless you've already received an email confirming that your parcel has shipped.
If you'd like to change your order, contact us quickly at sav@ngo-shoes.com after placing your order. We'll let you know whether it's still possible or not.
Cancel an order
At N'go, if your pair isn't right for you, you have 14 days from the date you receive it to request an exchange or store credit. If you'd rather have a refund, you can request one within 14 days. Just make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
Three types of returns are available to you:
- Exchange: the size isn't right? Send your pair back and we'll send you the size you want, subject to availability.
- Store credit: didn't find what you were after? Want to put your purchase off for later? Get credit valid on our online store equal to the value of the returned items, plus an extra 10%.
- Refund: changed your mind? We'll refund you directly to your bank card or PayPal account.
Returns for exchanges and store credit are free within mainland France.
A €9 fee is deducted from returns for a refund. This fee covers a contribution to logistics costs.
Outside mainland France, returns are charged at €12 for Europe and €15 for the rest of the world.
Where can I find my order number?
You can find your order number:
- in the email sent to you after your order was confirmed
- in your My Account > My Orders area
If the size doesn't fit, can I exchange it?
Yes, at N'GO, if your pair isn't right for you, you have 14 days from the date you receive it to request an exchange or store credit. If you'd rather have a refund, you can also request one within 14 days. Just make your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
Three types of returns are available to you:
- Exchange: the size isn't right? Send your pair back and we'll send you the size you want, subject to availability.
- Store credit: didn't find what you were after? Want to put your purchase off for later? Get credit valid on our online store equal to the value of the returned items, plus an extra 10%.
- Refund: changed your mind? We'll refund you directly to your bank card or PayPal account.
Returns for exchanges and store credit are free within mainland France.
A €9 fee is deducted from returns for a refund. This fee covers a contribution to logistics costs.
Outside mainland France, returns are charged at €12 for Europe and €15 for the rest of the world.
Can I get a refund?
At N'go, if your pair isn't right for you, you have 14 days from the date you receive it to request an exchange or store credit. If you'd prefer a refund, you can also request one within 14 days. Just start your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
You have three types of returns to choose from:
- Exchange: the size isn't right? Send your pair back and we'll ship you the size you want, subject to availability.
- Store credit: didn't find what you were looking for? Want to put off your purchase for later? Get credit valid on our online store equal to the value of the returned products, plus an extra 10%.
- Refund: changed your mind? We'll refund you directly to your bank card or PayPal account.
Returns for exchanges and store credit are free within mainland France.
A €9 fee is deducted from returns for refunds. This charge covers a contribution to logistics costs.
Outside mainland France, returns cost €12 for Europe and €15 for the rest of the world.
Shipping
What are the shipping times and costs?
Within mainland France from €115:
- Chronopost Shop2Shop in 2 to 3 business days: free shipping
- GLS Home Delivery in 2 to 4 business days: €5.99
- Colissimo Home Delivery in 3 to 4 business days: €9
- Colissimo pickup point in 2 to 4 business days: €5
Within mainland France under €115:
- Chronopost Shop2Shop in 2 to 3 business days: €4.99
- GLS Home Delivery in 2 to 4 business days: €5.99
- Colissimo Home Delivery in 3 to 4 business days: €9
- Colissimo pickup point in 2 to 4 business days: €5
Outside mainland France, shipping costs range from €5 to €15 incl. tax depending on the destination country. Free shipping from €115 also applies to the following countries: Belgium, the Netherlands, Spain and Luxembourg.
For countries outside the European Union, customs fees may apply. They are at your expense and will be requested when your parcel is delivered by the country's customs office.
Do you ship internationally?
Yes, we ship worldwide.
For international delivery, please refer to our page https://ngo-shoes.com/fr/content/1-livraison
Good to know: for countries outside the European Union, customs fees may apply. They are at your expense and will be requested when your parcel is delivered by the country's customs office.
How do I track my parcel?
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.
I haven't heard anything 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 that's not the case, please contact us at the following address: sav@ngo-shoes.com
I haven't heard anything 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 that's not the case, please contact us at the following address: sav@ngo-shoes.com
Returns
What are the return fees?
Returns for exchanges and store credit are free within mainland France.
A €9 fee is deducted from returns for refunds. This charge covers a contribution to logistics costs.
Outside mainland France, returns cost €12 for Europe and €15 for the rest of the world.
Within mainland France under €115:
- Chronopost Shop2Shop in 2 to 3 business days: €4.99
- GLS Home Delivery in 2 to 4 business days: €5.99
- Colissimo Home Delivery in 3 to 4 business days: €9
- Colissimo pickup point in 2 to 4 business days: €5
Outside mainland France, shipping costs range from €5 to €15 incl. tax depending on the destination country. Free shipping from €115 also applies to the following countries: Belgium, the Netherlands, Spain and Luxembourg.
For countries outside the European Union, customs fees may apply. They are at your expense and will be requested when your parcel is delivered by the country's customs office.
How do I make a return from abroad?
At N'go, if your pair isn't right for you, you have 14 days from the date you receive it to request an exchange or store credit. If you'd prefer a refund, you can request one within 14 days. Just start your return here: https://app.fastoche.co/app?shop=ngo-shoes&view=home
You have three types of returns to choose from:
- Exchange: the size isn't right? Send your pair back and we'll ship you the size you want, subject to availability.
- Store credit: didn't find what you were looking for? Want to put off your purchase for later? Get credit valid on our online store equal to the value of the returned products, plus an extra 10%.
- Refund: changed your mind? We'll refund you directly to your bank card or PayPal account.
Returns for exchanges and store credit are free within mainland France.
A €9 fee is deducted from returns for refunds. This charge covers a contribution to logistics costs.
Outside mainland France, returns cost €12 for Europe and €15 for the rest of the world.
Can I make several exchanges?
Yes, it's absolutely possible to make several exchanges.
You have 14 days from the date you receive your order to send back the pair or pairs you'd like to exchange.
Return and re-shipping fees are on us (for mainland France only).
Billing / payment
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?
You have two options:
- Payment by bank card, through our partner Payplug
- PayPal payment (requires creating an account)
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
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
Other
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.