Frequently Asked Questions

MY ORDER

Can I make changes to my order?

Unfortunately, once you have placed your order it can no longer be modified. Please contact Customer Service who will cancel the order and provide a refund if your order shows a “Payment accepted” status. You may than place a new order. Once the order status changes to "Order preparation confirmed", we can no longer intervene.

How do I cancel my order?

Once placed, only Customer Service can cancel your order, and only if it shows a "Payment accepted" status. If you wish to cancel your order, please contact Customer Service as soon as possible. Once the order status changes to "Order preparation confirmed", we can no longer intervene.

How to change the delivery address?

Once placed, only Customer Service can modify your order. The delivery address can be changed within a short period of time after placing your order. Note that the address can no longer be changed if your order is being prepared.

I have not received my order confirmation, what should I do?

If you have placed an order but have not received an order confirmation by email, please check your junk mail. If it is not there, log into your No Name account, and go to “My Account” followed by “My Information” to check that you have entered the correct email address. Finally, you can consult the "My Orders" section, which lists your order history.

If you still cannot find your order, please contact our Customer Service.

When will I be charged for my order?

You will be charged as soon as your order is registered.

Can orders be gift-wrapped?

At this time, we do not offer gift wrapping.

Can I reserve an item?

Unfortunately, it is not possible to reserve an item. This means items in your basket will not be reserved.

How do I access my invoice?

You can access your invoice as soon as your order is shipped. You will find it in your account, under "My Orders".

I have a problem with my order, what should I do?

If the item received does not correspond to the one ordered, if your order is incomplete or if the product appears to be defective, please contact Customer Service within 15 days of receiving your order.

 

RETURNS

How to return an item?

You have fourteen (14) days to return your order to us. Once the item(s) has been received and processed a refund will be credited to your bank account.

Any return must first be reported, by going to the "My orders" section and then clicking on "details". Once your return has been registered, a return number will be posted in the "My returns" section. Please print out this document and put it inside your package.

CLICK HERE for step-by-step instructions for returning items.

Returns must be sent to the address indicated on the return slip, and cannot be dropped off at a relay point. Any returns sent to our store at Rue Bourg Tibourg in Paris will not be taken into account.

Can I exchange items?

If you wish to make an exchange, please return the item for a refund and then place a new order. This ensures faster delivery times and avoids stock shortages.

Can I return items to a store?

It is currently not possible to return an online order to our Paris store.

What if my product is faulty?

Please contact our Customer Service department, specifying your order number, the date of purchase and attach photos showing the defect.

For any complaint concerning an in-store purchase, please contact the relevant store.

How do I know if my return has been received?

Upon receipt of your return, its status will be changed from "pending parcel" to "parcel received". This status can be viewed in your customer account in the “My Returns” section.

REFUNDS

How are refunds made?

As soon as your return is processed and validated by our teams, your refund will be made by crediting the payment method used to make the purchase.

How soon will I receive my refund?

Upon receipt of the goods, refunds are processed within 5 working days. Your refund will be made once the return is processed, and will be subject to interbank delays.

What if I haven't received my refund?

If you have not received your refund within 15 days of us receiving your package, please contact our Customer Service.

DELIVERY

What are the delivery times/methods?

Several delivery options are available:

-          Express delivery (Metropolitan France and Corsica): delivery within 24 hours for all orders placed before noon (from € 4.90)

-          Standard delivery (Metropolitan France): 2 to 3 working days

-          Delivery in Europe: 2 to 6 working days depending on the country.

More information regarding deliveries.

What are the shipping fees?

Standard delivery to France and Europe is free.

Which countries do you deliver to?

Here is the list of countries to which we deliver.

How can I track my delivery?

You can track your delivery using the order number that accompanied your order on the carrier's website:
COLISSIMO SUIVI: Colissimo delivery tracking

CHRONOPOST: Chronopost delivery tracking

Can I order online and collect my order in-store?

Our store on Rue Bourg Tibourg in Paris cannot receive e-shop orders.

I will be absent at the time of delivery, what should I do?

With the Chronopost Express home service, you will be notified of the approximate delivery time the day before delivery. It is possible to reschedule a delivery.

With Standard Colissimo home delivery, your package will be left in your letterbox. If the package does not fit, it will dropped off at the nearest relay point.

What to do if the express delivery time has not been respected?

If the deadline for your Chronopost Express delivery has not been respected, please contact Customer Service within 72 hours of the planned delivery date.

I haven't received my order, what should I do?

You can track your package using the tracking link provided in your order's shipping email.

If the shipment time seems unusually long, or your package is indicated as delivered even though it has not been received, please contact our Customer Service.

MY FOOTWEAR

How do I take care of my footwear?

For synthetic materials and / or textiles, our technicians recommend very gentle cleaning with a dry brush or with a slightly damp cloth. Do not wash your footwear. Your footwear must be cleaned carefully, for example to avoid any glittery finishes from being damaged.

For smooth leathers, start by dusting your footwear and then apply a nourishing treatment designed for leather.

For suede, first remove stains with a rubber suede stain remover and then brush the item. Finish by evenly applying a waterproofing product.

Where is my footwear made?

No Name sneakers' creative team is based in Vendée; our team brainstorms and designs our footwear, sometimes having to start over again, but it always reaches its goals! As for the manufacturing, once the prototypes have produced, our footwear is manufactured in our partner factories in Asia. We have an on-site technical office in charge of quality control and ensuring that all No Name products respect our values and commitments. This includes monitoring working conditions in factories, listening to our partners with regards to ethical sourcing and ensuring the expertise required for any pair of shoes that sports our logo! 

CUSTOMER ACCOUNT

How do I manage my personal data?

You can modify your information at any time by going to "My Account" followed by the "My information" section. For any questions or comments about the way we process and use your personal data, please contact us at the following email address: dpo@no-name.fr.

How do I change my password?

You can change your password in the "My Account" section, followed by "My Information".

How do I delete my customer account?

If you wish to delete your customer account, please send a request by email to the following address: dpo@no-name.fr.

PROMOTIONAL OFFERS

How to use your vouchers

A code is assigned to each discount voucher (ex: FID2100544)

To use a discount voucher, go to your basket after adding at least one product:

- Click on the "Basket" button where indicated.
- Under the order summary, enter the promo code (ex: FID2100544) in the relevant field and click on "Add"
 - Check your order summary to make sure the discount has been applied to your basket.

 

SIZE GUIDE

What size to choose?

Each product has a "Product details" tab, with footwear advice from our Design Office that's based on our footwear tests.

OTHER INFORMATION

How do I find a store / reseller near me?

You can find the closest No Name store or reseller by going to the “Our stores" page and then enter your post code and validate. The list of stores/outlets closest to you will be displayed.

What can I do if the desired item is sold out?

The item you want may come back into stock. To be informed in real time of its return, we advise you to check the "Size out of stock - notify me when my size is available" alert box on the product information page.

How do I contact Customer Service?

Our Customer Service is available Monday to Friday, 9 a.m. to 7 p.m., on +33 02.52.65.02.14. You can also send us a message via the site's contact page.