Returns and refunds

You can return your purchases within 30 days of receiving them, without giving any reason. This period goes beyond the legal minimum of 14 days.

Time limit

The 30-day period starts on the day you, or a third party designated by you other than the carrier, take possession of the goods. For an order delivered in several parcels, it starts when you receive the last parcel.

How to make your request

To request a return, email us at info@boutiquenope.com. A simple written statement is enough. You do not have to give a reason. You can use the model withdrawal form below, but it is not mandatory. Any clear statement is accepted.

In your email, please include:

  • your order number;
  • the items you wish to return.

Next:

  1. We send you a dated acknowledgement of receipt by email.
  2. We then send you the return instructions and your return label.
  3. Prepare your parcel according to these instructions and send it.

The date of your request, as shown on the acknowledgement of receipt, starts our refund period.

Two situations, depending on when you make your request

Your request is treated differently depending on whether it is made within the first 14 days or later. The process stays the same (an email to info@boutiquenope.com). Only the conditions change.

Within 14 days of receipt: right of withdrawal (legal)

European law allows you to cancel your purchase without giving any reason. In this case:

  • We refund you within 14 days of receiving your return notice. We may withhold the refund until we have received the items, or until you have supplied proof that you have sent them back.
  • We also refund the original delivery costs, up to the cost of our cheapest standard delivery option.
  • The refund is made using the payment method used for the order.
  • A return shipping fee of €1.99 applies, except for a defective or non-conforming item (the return is then free). It is deducted from your refund.

From day 15 to day 30: NOPé commercial return

Beyond the 14-day legal period, we give you up to 30 days to change your mind. This is a commercial goodwill gesture from NOPé, under the following conditions:

  • A return shipping fee of €1.99 applies, except for a defective or non-conforming item.
  • You can choose between a refund to the payment method used for the order, or store credit to use on a future purchase.

Refunds

  1. We refund you within 14 days of receiving your return notice. We may withhold the refund until we have received the items, or until you have supplied proof that you have sent them back.
  2. In the case of a withdrawal (first 14 days), the refund is made using the payment method used for the order and includes the original standard delivery costs.
  3. In the case of a return from day 15 to day 30, you choose: a refund to the payment method used for the order (card, PayPal, Apple Pay, Google Pay, etc.), or store credit.
  4. A return shipping fee of €1.99 is deducted from the refund, except for a defective or non-conforming item.

Condition of items

You can try on the items as you would in a store. If an item has been worn, washed or damaged beyond what is necessary to try it on, we may deduct the resulting loss in value from your refund. We will contact you before making any deduction.

Exchanges

We do not offer direct exchanges. Return the item and place a new order for the size or colour you want.

Defective or non-conforming items

A defective or non-conforming item is covered by the legal guarantee (article 8 of the terms and conditions), not by this policy. In this case, NOPé pays the return costs. Email us at info@boutiquenope.com with a photo and we will send you a free return label.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract (using it is not mandatory: any clear statement is enough).

To 9434-2128 Québec inc. (NOPé), info@boutiquenope.com, c/o Bergen Logistics B.V., De Amert 445, 5462 GH Veghel, the Netherlands:

  • I hereby give notice that I withdraw from my contract of sale of the following goods: __________
  • Ordered on: __________ / Received on: __________
  • Order number: __________
  • Name: __________
  • Address: __________
  • Signature (only if this form is sent on paper): __________
  • Date: __________

Contact

Email us at info@boutiquenope.com. We reply in French, English, German or Dutch.

  • Response time: within 2 business days, Monday to Friday, excluding public holidays.
  • Please include: your order number and, for a product issue, a photo.
  • Withdrawal and returns: see section 4
  • Complaints: we acknowledge receipt within 2 business days and provide a full response within 14 days.

Our team is based in Québec (Canada) and your orders are shipped from the Netherlands.