Frequently Asked Questions

We are sorry to hear that you want to change/cancel an order, but of course you can subsequently decide to cancel the purchase. Unfortunately, we can no longer change/cancel the order once payment has been completed. Of course, the order can be returned. Please note that this must be done within 14 days.

Of course! When you place an order above €99, we will ship your package for free! For orders under this amount you pay €4.95 shipping costs in the Netherlands and €5.95 to Belgium.

When placing your order and in your order confirmation you will see the expected delivery time - this depends on the type of item and the shipping method. Once your order has been shipped, you will receive a confirmation with a Track & Trace code, with which you can track the shipment.

No problem, we will solve it for you! You will automatically receive a shipping confirmation as soon as we have completed your order. Your order will be picked up by POSTNL within 24 hours. They will let you know as soon as possible via track & trace when your package will be delivered. We will process orders placed during the weekend as quickly as possible on the next working day.

We send packages with PostNL.

Ordering is very simple. Check out the next steps below and you will immediately know how to order.

Go to 'SHOP'. You will see a selection menu. After choosing your gender, you can choose from different types of clothing. Whichever menu choice you click (gender or type of clothing), you will eventually arrive at a filter menu.

You can use the filter menu to search for a product even more specifically. Click on a size and, if necessary, the type of garment or a specific color. If you like an article, you can click on the image.
The product is displayed and you can choose a size. Once you have chosen the size and if the size is in stock, you can click "Shop now" and the item will be added to your basket.

Within your shopping cart you have the option to view it and pay. If you want to proceed with payment, you will go to the check-out page. If you have an account with us, you can also log in here or continue as a guest. Once all this has been completed, select 'Continue sending'. Then choose the desired shipping method and in the next step the desired payment method. Click on 'Review order' to check all information and if this is correct you can place the order.

Unfortunately, it sometimes happens that our e-mail ends up in the "junk mail". You can add our email address to safe recipients to prevent this.

If you have not received a confirmation and it has not ended up in your junk mail, you can see within your account whether the order went well, if you have an account with us. If the payment status is Paid and the fulfillment status is Open, then everything is fine and the order will be shipped as soon as possible. If the payment was not successful, you can contact our customer service so we can assist you further.
If you have not received confirmation and you do not have an account with us, we will be happy to check it for you. Please contact our customer service by calling +31851053549 or emailing customerservice@nono-kidswear.com.

It may also happen that an incorrect e-mail address has been provided and that you have therefore not received any e-mails. As a result, you will not see the order in your account and it is best to contact us. This can be done via our customer service, which can be reached via +31851053549 or via customerservice@nono-kidswear.com. There is a chance that the order has been received correctly and that the items have been reserved. If you order again because you think it did not go well and multiple orders are ultimately sent, they cannot be returned free of charge.

Don't worry! You will automatically receive a shipping confirmation as soon as we have completed your order. This will be within 24 hours of ordering. POSTNL will let you know as soon as possible via track & trace when your package will be delivered. We will process orders placed during the weekend as soon as possible on the next working day.

It may happen that after placing an order you discover that you have forgotten an item. Unfortunately, once payment has been completed, no more items can be added to the order. A new order will have to be placed.

How annoying that the order is not complete! We would like to be informed as soon as possible of what is missing from your order. You can reach our customer service by telephone (+31851053549) or e-mail (customerservice@nono-kidswear.com) from Monday to Friday between 9:00 AM and 5:00 PM.

If you ordered the wrong size or color, you can exchange the item. Return the item by following the returns steps. Indicate that you want to exchange the item and for which size/color. We will ensure that you receive the correct size for free.

We understand that it is extremely difficult to select a size. To help you get started, we have added a size chart to each product so that you can more easily estimate which clothing size is best for you to choose. The size charts all have measuring instructions so that you can easily calculate your size. You can also always ask our customer service for advice.

Still unsure about a size? We completely understand. We recommend that you order 1 size. Is it not the right size? We will then take care of the entire return process and send you the correct size for free. Great, right!?

All orders are delivered in a bag or letterbox box made from recycled material and are provided with a NONO sticker. The bag can be reused to return your order.

Unfortunately it is possible
It may happen that the desired item is no longer in stock. When an article
is completely sold out, it will disappear from the webshop.

If you have any questions about the availability of a specific product, you can contact our customer service at customerservice@nono-kidswear.com

You can pay us in the following ways:
- iDEAL
- Credit card
- PayPal
- Google pay
- Applepay
- Bancontact
There are no additional costs associated with a payment.

The payment details you provide to us are fully protected. Which means that all personal data you entrust to us is encrypted. Others cannot view or retrieve your personal data. You can be sure that a website is secured by the lock icon.

Unfortunately, payment afterwards is not possible.

All prices shown on the website include 21% VAT.

Place the unwashed/unworn clothing in the original packaging with attached tag back in the shipping bag and package the items properly.

Go to returns via the webshop or scan the QR code that was included and follow the explanation.
- Always include the packing slip
- Seal the bag and stick the return label on it or have the barcode scanned at the delivery point.

If you wish to return one or more items from your order, you can do so within 14 days. Return costs are at your own expense. We often offer a letterbox package. This option is always cheaper at a postal point. Belgian customers also register their return via the link below, but for them an explanation will follow on how to send the return to a Bpost point.

Return address:
Brandworks/NONO
Watertorenstraat 4
4921 XG Made

PLEASE NOTE: make sure that the label or barcode of the outward shipment is no longer visible.
If the outward shipment label is still visible on the package, this will cause problems during the returns process. Returns are at your own risk, so keep this in mind

Return costs are your own responsibility
account. When the complete order is returned, any
Previously incurred shipping costs will be refunded.

Very annoying to hear that the packing slip/return form is missing from your order.
If you want to return an item and the packing slip is missing, you can print the order confirmation or invoice and add it to the return package. A handwritten note with the order number and your name/address details is also sufficient. The most important thing is that we can see who the return package came from. If we do not know who the return package comes from, we unfortunately cannot process the return.

You can use your track & trace code to see when we have received your return. After we have received your return, we will work to process your return as quickly and carefully as possible.
If the track and trace indicates that the package has been received at Brandworks/NONO, you can assume this.
After receiving your return, we will refund the money within 14 days of registering the return via the same payment method you used.

- Returns without a packing slip will not be processed.
- The items must be in the original packaging.
- The items must have an attached price tag.
- The items must be unworn/unused/unwashed.
- In case of a defect/incorrect item, please contact us in advance.
- Returns are always at your own risk.
- If a return does not meet the conditions, we can refuse your return or partially refund it. We will then contact you.
TIP If you have returns from different orders, these can be sent back in 1 package. Of course, return costs will only be charged once. This option can be found in Returnless.

The return period is 14 calendar days after receipt of the order.

As a consumer, you have the right to return internet purchases without giving a reason within a period of 14 calendar days after receiving the item (Distance Selling Act).

For returns, the amount will be refunded to your account within 14 days after receipt of the package.

Unfortunately it is not possible to issue a return. Your return package can be sent back to:

Return address:
Brandworks/NONO
Watertorenstraat 4
4921 XG Made

Of course! If you have ordered the wrong size or simply prefer to receive a size larger/smaller, please contact our customer service. You may return the incorrect item and you will receive a code for free shipping on the new order. Contact us at: customerservice@nono-kidswear.com

A deviation in the return amount may be because not all returned items have been processed. If an item has not been processed, please report this by email or telephone as soon as possible after shipment/receipt of your order.

You can contact us in the following ways:
1. Send an email to customerservice@nono-kidswear.com
2. Call our customer service: +3185 1053549. We are available from Monday to Friday from 8:00 AM to 4:00 PM.

We are sorry to hear this and hope you like the items
intact and complete.

If the damage is only to the package, you can use another box for a possible return. Please use the return documents provided when returning. The package can be returned free of charge with the return label.

Contact
Phone: +3185 1053549
Email: customerservice@nono-kidswear.com

Address:
Brandworks/ NONO, Watertorenstraat 4
4921 XG Made

If you purchase an item from us, you can expect that you will receive a good item. If there is something wrong with your item, we will find a suitable solution as quickly as possible.

Have you received an item that is damaged, incomplete or is it broken within 14 days? Then report the item to our customer service. After registering, we will inform you as soon as possible how we can resolve your complaint.

Did your item break outside the first 14 days? Please also report it as a complaint. Does your item meet the warranty conditions? The item will then be repaired free of charge, you will receive a new item or your money back. Does the item no longer fall within the warranty conditions or have you used the item normally and is it simply worn out? Then you are not entitled to a warranty.

Legal guarantee
All items you purchase from us have a legal warranty. This means that an item must be in good condition upon delivery and function well under normal use, for as long as you can expect that with that item. This also applies to items you buy on sale.

NONO Petit warranty conditions
In addition to the legal warranty, we also offer excellent complaints handling. If items break within 6 months, please check our NONO warranty conditions. The warranty covers most general manufacturing and material defects. Rules for this guarantee are:
- Visible defects must be reported within 14 days of receipt. This can be done by entering a photo via the Returnless return method. In this case In this case you can exchange this item free of charge provided it is in stock.
- Invisible defects: the product is defective for an unexplained reason. Please contact our customer service for a review.

The warranty is not valid in the following cases:
- The product is damaged due to inheritance or incorrect use (such as a hole or damage from a fall).
- Damage caused by repairs or adjustments carried out by a third party without prior permission from NONO.
- Damage or disruptions caused by fire.
- External changes caused by normal use of the product, such as discoloration of the product due to excessive washing, shrinkage of products due to not following the washing instructions, etc.

For complaints about clothing and accessories, the handling of a complaint takes an average of 14 working days. You will receive an email from us as soon as the complaint has been handled and the item return has been processed.

The warranty covers most general manufacturing and material defects.
The warranty is not valid in the following cases:
• The product is damaged due to inheritance or improper use (such as a hole or damage from a fall)
• Damage caused by repairs or adjustments carried out by a third party without prior permission from NONO.
• Damage or disruptions caused by fire
• External changes caused by normal use of the product, such as discoloration of the product due to excessive washing, etc.