FREQUENTLY ASKED QUESTIONS
If you are unsure about your size, please consult our size guide .
Can't decide between two sizes? Send us a message at hello@noounderwear.fr or write to us via Live Chat for personalized advice. We're available Monday to Friday (excluding holidays) from 9:30 a.m. to 5:30 p.m.
NOO Rive Gauche – 68 rue Bonaparte, Paris 06
Our team welcomes you from Monday to Saturday from 11 a.m. to 7:30 p.m.
You can check the availability of each part on its product sheet. If you have any questions, do not hesitate to call us at 09 87 38 88 64
Corner NOO - Galeries Lafayette, 40 boulevard Haussmann, Paris 09
Second floor
Monday to Saturday from 10 a.m. to 8:30 p.m.
Sunday from 11 a.m. to 8 p.m.
Materials, manufacturing facilities, transportation... For 10 years, we've been striving to make the most responsible choices possible. We know there's still a long way to go, but we're proud to be moving forward, step by step.
Discover our 2024 impact report .
Materials
We source our fabrics primarily from France, Spain, Italy, Portugal, and Turkey. Most of these materials comply with certifications that guarantee the absence of harmful chemicals in textile products. Whenever possible, we reuse our remaining fabric stocks at the end of the collection. Each season, we increase the number of pieces made from recycled fibers and favor natural materials such as Ecovero® viscose. In the interest of transparency, we give you the opportunity to find the origin of our materials as well as their composition in each product sheet.
In 2024, our materials came mainly from…
Italy: 146 models
Türkiye: 64 models
France: 50 models
Production
Our entire production chain is located around the Mediterranean basin. Between the NOO team in Marseille, our suppliers, and our audited workshops, we limit transportation as much as possible. And of course, we favor shipping by sea, which is less polluting.
In 2024, our parts were produced mainly in…
Tunisia: 306 models
Portugal: 9 models
Türkiye: 7 models
Responsible label
Since 2020, our NOO FOR THE PLANET label has brought together NOO pieces that are conscious of their impact on the environment. These are pieces made from a French material, a material from an existing fabric stock, or a material containing at least 50% virtuous fibers (such as recycled fibers, Ecovero® viscose, or organic cotton, etc.).
In 2024, 149 of the 330 models we created received the NOO FOR THE PLANET label. This represents 45% of our collections for the year.
How to take care of your coins?
Most of our fabrics are delicate and require careful care. Always wash your items inside out. Hand wash gently and without rubbing. If you choose to machine wash, choose a delicate cycle at 30 degrees. Ideally, always place your items in a laundry bag .
Make sure to close the clasps on your lingerie before washing.
Finally, check the product sheet or label of your item for information relating to tumble drying and ironing to avoid any unpleasant surprises!
How to take care of your swimsuit?
Rinse your swimsuit in clean water after each swim. Use lukewarm water and soak it with a spoonful of baking soda for 1 minute before washing. Remember to undo any knots in your swimsuit before washing.
For more tips, head right here .
Has my order been registered?
Once your order is placed, a confirmation email will be sent to you. This email sometimes ends up in your spam folder, so be sure to check it.
What is the status of my order?
You can check the status of your order and track your package in your My Account area.
Has my order already been prepared?
Your orders are prepared within 24 to 48 business hours, excluding weekends and public holidays. This timeframe may be extended to up to 4 business days during peak sales periods.
Please note that some of our items are available for pre-order when our stock is limited. In this case, our logistics provider will only be able to prepare your order by the date indicated on the product page.
If you notice an unusual delay, please write to us at hello@noounderwear.fr. We will get back to you as soon as possible.
I wish to modify or cancel my order
You can modify or cancel your order as long as it has not been prepared by our logistics provider. Write to us at hello@noounderwear.fr with your order number and the desired changes. We will do our best to accommodate your request.
I would like to offer a gift card, how do I do this?
After validating your payment, you will receive a virtual gift card that you can print or email to the person in question. Our gift cards are also available in-store.
What payment methods are offered?
We offer three options for your online payment:
- PayPlug, for a classic online payment using your bank card
- PayPal, which you can use with an existing account or create one directly through the PayPal portal
- Alma, for payment in 2 or 3 installments with your credit card. Payment in 2 installments is available for any order over €120, and payment in 3 installments is available for any order over €150
Do you have a gift card? Validate your order using the code indicated on the gift card in the “Gift card or promo code” box at checkout.
Special sales or private sales questions…
Did you place an order outside of a promotional period, or during the first/second markdown of the sales, and your item is now further discounted? Unfortunately, we will not be able to refund the price difference.
Shipping costs
Delivery is free in mainland France, Belgium and Germany, for purchases of €120 or more.
For any other destination, you can simulate your delivery costs by clicking on “Calculate shipping costs” at the bottom of the “Your basket” page.
Customs fees
- I reside in the European Union : if you reside in a member country of the European Union, you will not have any additional fees to pay.
- I live outside the EU or in the French Overseas Territories : If you live in a country outside the European Union or in the French Overseas Territories, customs fees may be applied upon receipt of your order and will be your responsibility. Their amount and the conditions of their application are determined by the regulations in force in the country. For more information, please contact the customs services.
Delivery times and methods
Your orders are prepared within 24 to 48 business hours, excluding weekends and public holidays. This timeframe may be extended to up to 4 business days during peak sales periods. In addition, delivery times from the chosen carrier are also included.
For information, here are the usual delivery times for the various carriers:
- Colissimo (Metropolitan France only): Delivery within 3 to 5 working days in France (excluding Sundays and public holidays)
- Pick up in store (Bonaparte, Paris only): Delivery within 4 to 5 working days
- Colissimo collection point (metropolitan France only): Delivery within 4 to 7 working days (in France, excluding Sundays and public holidays)
- 2Shop Direct: Delivery within 2 to 3 working days (in France, excluding Sundays and public holidays)
- Colissimo International
EU countries: Delivery within 4 to 10 working days (depending on the country)
Countries outside the EU: Delivery between 10 and 20 working days (depending on the country) - Chronopost (metropolitan France and Belgium only): Delivery within 24 to 48 working hours (excluding weekends).
When will my order be shipped?
Your orders are prepared within 24 to 48 business hours, excluding weekends and public holidays. This timeframe may be extended to up to 4 business days during peak sales periods. Once your order is prepared, it is handed over to the carrier and shipped within the delivery times offered by the latter.
Please note that some of our items are available for pre-order when our stock is limited. In this case, your order will be shipped on the date indicated on the product page.
Has my order been shipped yet?
Once your order has been shipped, you will receive an email with your order tracking number. You can also track your order directly from your My Account area.
I would like to change my delivery address
You can change your delivery address, as long as it hasn't been prepared yet. Write to us at hello@noounderwear.fr with your order number and the desired changes, and we'll do our best to accommodate your request.
What should I do if my package is shown as delivered, but I haven't received it?
We invite you to check if the carrier has left a delivery notice informing you of a new delivery attempt or a delivery to a nearby post office/collection point. It is also possible that the delivery drivers will hand your package directly to your caretaker or a neighbor. If you cannot find your package, write to us at hello@noounderwear.fr. We will get back to you as soon as possible.
My delivery is delayed, what should I do?
Unfortunately, we are not responsible for carrier delivery times. However, if you experience a delay in your delivery, you can write to us at hello@noounderwear.fr and we will do our best to help you.
My package is marked as being returned to sender
For logistical reasons, we are currently unable to directly resend packages returned by carriers. This will therefore be processed by our teams as a standard return, and upon receipt by our logistics provider, the order will be fully refunded. We therefore invite you to place a new order. Write to us at hello@noounderwear.fr for assistance.
I have received my order, what should I check?
Remember to check that the contents match your order. Check the sizes, colors, and number of items received, as well as the items for any possible defects. If you notice an error, please contact us as soon as possible so we can offer you a solution.
I received a defective item, what should I do?
We pay great attention to the quality of our products. If, however, you are not completely satisfied with the contents of your order, please write to us at hello@noounderwear.fr, specifying the order number in question. We will get back to you as soon as possible.
I received my order, but an item is missing
If an item is missing from your order and we have not notified you, you can contact us by email at hello@noounderwear.fr, providing us with the order number and the name and size of the missing item.
I didn't receive the correct item
Our teams take special care in preparing your orders. If an error has occurred, we sincerely apologize. Write to us by email ( hello@noounderwear.fr ), we will get back to you quickly.
What are the deadlines for returning my package?
You have 14 days from receipt of your order to register and return any items that do not suit you. After this period, we will unfortunately not be able to accept your return.
How to make a return?
- From France
Register your return request here. Then affix the prepaid label to the package, making sure to remove the original label, and slip the return form with the barcode inside your package.
For any return request in Metropolitan France registered from June 25, 2025, the return costs amount to €2 per order, if you choose a refund.
Good news, returns are free if you opt for a credit note or if you return your items in store!
- From the European Union
Register your return request here .
Returns are at your expense. To limit risks, we recommend insuring your package and requesting a tracking number (except for Colis Privé, as these packages do not reach our warehouse).
The address to indicate on the return label is:
BURLAT
NOO Returns
910 Cantaranne Street
12850 ONET LE CHATEAU
FRANCE
Don't forget to include the return slip in your package so that we can keep you informed of when your package has been received by our warehouse. Keep your package tracking number until you receive your refund.
- From international (outside the European Union)
Register your return request here .
Return and customs fees are your responsibility. If you do not pay the customs fees, your package will be returned to you.
The address to indicate on the return label is:
BURLAT
NOO Returns
910 Cantaranne Street
12850 ONET LE CHATEAU
FRANCE
Don't forget to include the return slip in your package so that we can keep you informed of when your package has been received by our warehouse. Keep your package tracking number until you receive your refund.
Can I return items in store?
You can return items purchased online to our store within 14 days of receiving your order:
NOO Rive Gauche - 68 rue Bonaparte Paris 06
We do not refund purchases made at Galeries Lafayette. If you wish to return NOO items purchased at Galeries Lafayette Haussmann or on the Galeries Lafayette website, your return must be made to Galeries Lafayette.
Can I return items from 2 different orders in 1 return?
You can return items from different orders in the same return package, provided that the maximum 14-day return period is respected for all orders. Beyond this period, we will unfortunately not be able to accept your return. Remember to register your 2 return requests and include both return forms in your package. The return fee of €2 will only be applied once.
If you live in mainland France and wish to return items from the same order in installments - within 14 days - we will deduct €2 from the first return received. You will be responsible for the return shipping costs for the following package(s).
Can I change my return request?
Have you changed your mind and would like to keep the items you've already saved in a return request? Simply email us at hello@noounderwear.fr to let us know.
Would you like to add an item to your return request after submitting it? Email us at hello@noounderwear.fr with your order number and the items you would like to add to your return.
What are the return conditions?
All our items can be returned within 14 days of receiving your order. They must not have been worn, washed, or damaged and must be returned with their original tags. Shoes and bags must be returned with their tags, box, and pouch intact, with no signs of wear.
Whether you choose a credit note or return your item in-store, returns within mainland France are free. If you choose a refund, we apply a €2 return fee.
Please note that if a part is returned to us stained, defective, without a label or with a damaged label, you will be reimbursed with a possible deduction depending on the anomaly noted.
Shipping costs are refunded if you return your entire order (including bags, boxes and any free products).
Exchange Policy
We do not offer standard exchanges. If you are unsure about your size, please contact us via Live Chat or at serviceclient@noounderwear.fr .
If you would like a different size than the one you ordered, please reorder directly on the website and send us an email to hello@noounderwear.fr . We will refund the shipping costs (based on your initial order).
Please note that our exchange and shipping refund policy is only applicable for two orders (initial order and exchange order).
Where is my return request?
- From France
You can track your return package using the tracking number on the carrier label sent to you by email or here . - From international
For returns outside mainland France, we recommend choosing tracked delivery to track your return with your chosen carrier. If you encounter a problem with the delivery of your return package, contact your carrier directly.
Is your item not suitable for you? You can request a return right here .
What are the return costs?
For any return request in Metropolitan France registered from June 25, 2025, we retain €2 per order, if you choose a refund. Returns are free if you opt for a credit note or if you return your items in store.
What are the reimbursement deadlines?
Your refund will be processed within 14 business days after receipt and inspection of your package. During private sales, clearance sales, or peak sales periods, these deadlines may be extended.
Do you reimburse the shipping costs?
Shipping costs are refunded if you return your entire order (including bags, boxes and any free products).
What happens to my refund when I paid with Alma (payment in installments)?
For orders paid in installments through Alma, we refund the returned items directly to Alma, who will then refund you based on your monthly payments. Please note: Alma only refunds the monthly payments you have already paid; any other monthly payments are canceled. If you have any further questions, please contact their customer service directly here .
I paid with a credit note or gift card, can I get a refund?
Refunds will be issued via the same payment method used to pay for your order. If part of the order was paid by credit card and the remainder by credit note or gift card, the refund will be issued to the same credit card first. The remaining amount will be re-credited to the credit note or gift card.
Haven't found the answer to your question? Write to us at hello@noounderwear.fr or contact us via Live Chat by clicking on "I have another question." We're available Monday to Friday (excluding holidays) from 9 a.m. to 5 p.m.
