Shipping
What are the shipping times and costs?
In mainland France from €115:
- Chronopost Shop2Shop (pickup point delivery) in 2 to 3 business days: free shipping
- GLS Home Delivery within 2 to 4 business days: €5.99
- Colissimo Home Delivery within 3 to 4 business days: €9
- Colissimo pickup point within 2 to 4 business days: €5
In mainland France under €115:
- Chronopost Shop2Shop (pickup point delivery) in 2 to 3 business days: €4.99
- GLS Home Delivery within 2 to 4 business days: €5.99
- Colissimo Home Delivery within 3 to 4 business days: €9
- Colissimo pickup point within 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 of purchase is also available for the following countries: Belgium and Luxembourg with Chronopost Shop2Shop Europe (pickup point) only.
For countries outside the European Union, customs fees may apply. They are your responsibility and will be requested when your parcel is delivered by the country's customs office.
How can you track your orders?
You'll be notified by email as soon as your parcel ships, along with the parcel's tracking number.
How much are the return costs?
In mainland France, shipping is free for exchanges only. For a refund, however, there is a €9 charge. Outside mainland France, shipping costs are your responsibility.
How should you package the products you want to return?
We ask that you return the products to us in a single parcel, in brand-new condition and in their original packaging (shoe box, second pair of laces, do paper, tags, etc.). For the return to be accepted, the pair must be new, not soiled, unworn and only tried on indoors on a clean surface, in its complete original packaging, and the shoe box must be returned inside an outer carton.
How do you make an exchange in mainland France or Belgium?
At N'GO, if your pair isn't right for you, you have 14 days from receiving it to request an exchange or store credit. If you'd prefer a refund, you can also request one within 14 days. Simply 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 worth 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 in mainland France and Belgium.
A €9 deduction is applied to returns for a refund. This charge is a contribution towards logistics costs.
Outside mainland France or Belgium, returns are charged at €12 for Europe and €15 for the rest of the world.
How do I make an exchange outside mainland France and Belgium?
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. Simply 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 send you the size you want, subject to availability.
- Store credit: didn’t find what you were looking for? Want to save your purchase for later? Enjoy 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 withheld on returns for a refund. This charge is a contribution towards logistics costs.
Outside mainland France and Belgium, returns are charged at 12€ for Europe and 15€ for the rest of the world.
How do I get a refund within mainland France or Belgium?
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. Simply 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 send you the size you want, subject to availability.
- Store credit: didn’t find what you were looking for? Want to save your purchase for later? Enjoy 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 and Belgium.
A 9€ fee is withheld on returns for a refund. This charge is a contribution towards logistics costs.
Outside mainland France and Belgium, returns are charged at 12€ for Europe and 15€ for the rest of the world.
How do I get a refund outside mainland France or Belgium?
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. Simply 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 send you the size you want, subject to availability.
- Store credit: didn’t find what you were looking for? Want to save your purchase for later? Enjoy 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 and Belgium
A 9€ fee is withheld on returns for a refund. This charge is a contribution towards logistics costs.
Outside mainland France and Belgium, you must return the products at your own expense. No fee will be withheld.
What should I do if my order is incorrect or has a manufacturing defect?
To err is human! If there’s a defect or a packing error on our part, you have 14 days from the date you receive your order to send your parcel back to us. Of course, return shipping is on us. Simply contact us at sav@ngo-shoes.com explaining the situation and attaching a photo of the defective item. We’ll be there to find a solution and send you a return label.
I ordered as a guest — how do I make a return?
If you’d like to make a return on a guest account, please contact our customer service team at this address: sav@ngo-shoes.com.