To modify your personal data, go to your My Account area of the site. If you encounter a problem, please contact our Customer Service.

If you are unable to log in to the site, try clicking on "Forgot your password?". If you have not received an email to choose a new password, you probably do not yet have an account on noukies.com. Please create a new account.

To delete your account, go to your "My Account > Account information" area. There you will find the "I want to delete my account and related information" button that will redirect you to our contact form. You'll be asked to complete the contact form, so that our customer service can delete your account.

In order to be able to ship orders as quickly as possible, it is no longer possible to modify or cancel it once you have received the order confirmation e-mail. Whether it is a change in size, colour or address, we will no longer be able to change it. Make sure that all your data is correct when finalizing your order. If you have made a mistake, you will have to send a return and place a new order, with the items you wanted to receive.

To use your discount voucher, simply enter it in the shopping cart. If you get the error message "The voucher is not valid", it means that the voucher is not valid on the items in your shopping cart or that it cannot be combined with another ongoing promotion.

If you have placed an order but have not received the confirmation email, please check your spam or promotions in your mailbox first. If the email is not there, and you have not received your order confirmation email within 2 hours, please contact our Customer Service.

To obtain an invoice for your order, go to your personal account, then click on My Orders. Select the order for which you would like the invoice, and you will be able to download it by clicking on Download my invoice under the order.
If you placed your order as a guest, feel free to contact our customer service to receive your invoice. To ensure quick processing of your request, please provide the following information:

• Order number
• Name of the entity
• Address
• VAT number

As soon as your order is shipped and therefore delivered to the carrier, you will receive by e-mail a tracking number to check the progress of your delivery on the site of the chosen carrier. If you did not receive this e-mail, you can also find this tracking number in the "My Account" area on the site.

Once the payment for your order has been completed, it may take up to 2 business days for the order to be shipped.
This timeframe may be extended during sales periods.
Please note that orders with embroidery require additional preparation time.

If you are unable to log in to the site, try clicking on "Forgot your password?". If you have not received an email to choose a new password, you probably do not yet have an account on noukies.com. Please create a new account.

To add your VAT number, go to the "My Account" section then "Account Information". You will be able to enter your VAT number there.

To update your billing or shipping address, please log in to your My Account area, where you can modify all your account details.
If you wish to change the delivery address after your order has been confirmed, unfortunately, we are no longer able to make any changes.
We recommend contacting the carrier directly as soon as you receive your tracking link. Most carriers offer options to modify the delivery address.

If you are unable to log in to the site, try clicking on "Forgot your password?". If you have not received an email to choose a new password, you probably do not yet have an account on noukies.com. Please create a new account.

To obtain an invoice for your order, go to your personal account, then click on My Orders. Select the order for which you would like the invoice, and you will be able to download it by clicking on Download my invoice under the order.
If you placed your order as a guest, feel free to contact our customer service to receive your invoice. To ensure quick processing of your request, please provide the following information:

• Order number
• Name of the entity
• Address
• VAT number

If your order is late, please check the delivery tracking first. You have normally received an e-mail with a link to track the progress of your delivery. If the delivery tracking does not help you, please contact our Customer Service. To ensure prompt processing of your request, please specify your order number when making the request.

In order to solve any delivery problem as soon as possible, we invite you to contact our Customer Service by mentioning:

• Your order number
• Incorrect article reference
• Reference of the expected article

To subscribe to our newsletter, you can go to our "My Account" area or fill in your e-mail address in the "Newsletter subscription" box in the footer of the site.

The Noukie's Prime subscription is not automatically renewed. Two weeks before the end of your subscription, you will receive an e-mail asking you if you wish to continue your subscription.

To unsubscribe from the Newsletter, you can click on the link "If you no longer wish to receive information from Noukie's, click here" in the footer of each email.

If you have not received your child's birthday voucher by e-mail, please check the following:

• You have entered your child's birthday and name in the My Account area of the site. If your child's birthday is not indicated at least 2 weeks before your child's birthday, you will not receive the voucher by e-mail.
• You have subscribed to the newsletter. If you are not registered for the newsletter, we are not allowed to send you an e-mail with the birthday voucher.
• You have checked in spam or promotions in your mailbox. It is possible that the e-mail is located there.

If all these conditions are met and you still have not received the e-mail with your child's birthday voucher, please contact our Customer Service.

We are committed to processing, preparing, and handing over all orders to the carriers within 2 business days from the date the order is placed.
Please note that preparation times may be slightly longer for personalized items with embroidery.
Once the order has been handed over to the carrier, the delivery time will be added to the preparation time. This delivery time depends on the selected carrier and the destination country:

• Mondial Relay Belgium: 1 to 4 business days
• Mondial Relay France: 1 to 5 business days
• GLS Belgium: 1 to 4 business days
• GLS France: 1 to 5 business days

These timeframes may be shorter during regular periods but could be extended during sales or holiday seasons.

If your order is late, please check the delivery tracking first.
You have normally received an e-mail with a link to track the progress of your delivery.
If the delivery tracking does not help you, please contact our Customer Service. To ensure prompt processing of your request, please specify your order number when making the request.

Once the payment for your order has been completed, it may take up to 2 business days for the order to be shipped.
This timeframe may be extended during sales periods.
Please note that orders with embroidery require additional preparation time.

From 49€ of purchase, delivery to a relay point is free, for the following countries: Belgium, France, Luxembourg, the Netherlands and Spain.

From 69€ of purchase, home delivery is free.

Delivery to a relay point is only available for Belgium, France, Luxembourg, the Netherlands and Spain.

If one or more items are missing in your package, please contact our Customer Service to let us know. When you make your request, do not forget to provide the following information to ensure that your request is processed quickly:

• The order number (9-digit number)
• The reference of the missing article(s)

To update your billing or shipping address, please log in to your My Account area, where you can modify all your account details.
If you wish to change the delivery address after your order has been confirmed, unfortunately, we are no longer able to make any changes.
We recommend contacting the carrier directly as soon as you receive your tracking link. Most carriers offer options to modify the delivery address.

If your payment has been refused, the order is not placed. Please try again. If it does not work on the second attempt, please try with another payment method. If it still does not work, please contact our Customer Service.

Bank transfer is not part of the accepted payment methods. However, you can pay for your order by Bancontact, Carte Bleu (France), Visa, MasterCard, Klarna, AmericanExpress, Paypal, Ideal (from 60€), Apple Pay (on Safari) and Google Pay (on Chrome).

Once the payment for your order has been completed, it may take up to 2 business days for the order to be shipped.
This timeframe may be extended during sales periods.
Please note that orders with embroidery require additional preparation time.

To obtain an invoice for your order, go to your personal account, then click on My Orders. Select the order for which you would like the invoice, and you will be able to download it by clicking on Download my invoice under the order.

If you placed your order as a guest, feel free to contact our customer service to receive your invoice. To ensure quick processing of your request, please provide the following information:

• Order number
• Name of the entity
• Address
• VAT number

If your promo code is not valid, it means that the validity dates have passed, or that the voucher cannot be accumulated. Noukie's Prime vouchers that start with WF are only valid on the purchase of the Noukie's Prime subscription.

To obtain an invoice for your order, go to your personal account, then click on My Orders. Select the order for which you would like the invoice, and you will be able to download it by clicking on Download my invoice under the order.

If you placed your order as a guest, feel free to contact our customer service to receive your invoice. To ensure quick processing of your request, please provide the following information:

• Order number
• Name of the entity
• Address
• VAT number

Your online payment is fully secured via SSL encryption through the Stripe platform. No payment information is retained on our computer system. This ensures maximum security for our customers' data.

To use your discount voucher, simply enter it in the shopping cart. If you get the error message "The voucher is not valid", it means that the voucher is not valid on the items in your shopping cart or that it cannot be combined with another ongoing promotion.

To add your VAT number, go to the "My Account" section then "Account Information". You will be able to enter your VAT number there.

With our SOS Noukie's service, we keep most of our soft toys at least two years after their production has stopped.

If you are looking for a soft toy or a comforter from an old collection, simply go to the SOS Noukie's space on the site.

If the comforter or soft toy you are looking for is not visible in this area, it is unfortunately no longer available. We invite you to consult our dealers, in case they still have the comforter or soft toy in stock.

All our items are covered by a 2-year warranty against manufacturing defects.

If you have received an item with a manufacturing defect, please contact our Customer Service team to report it.

If the item was purchased in-store or through a third-party website, we kindly ask you to contact the store or the customer service of the website where the purchase was made.
To ensure a quick and efficient handling of your request, please provide the following information:

• Your Noukie’s order number
• The reference of the item concerned
• The CAM code of the item (indicated on the label)
• A detailed description of the defect
• A clear photo of the defect
• A photo of the entire item

There are no longer any Noukie’s stores, but you can still find our products at many retailers.
Noukies is available through more than 800 partners in Belgium, France, Italy, Germany, Switzerland, and many other countries.

If you have received a defective item, please contact our Customer Service team to report it.

If the item was purchased in a store or from a third-party website, we kindly ask you to reach out directly to the point of sale or to the customer service of the website where the purchase was made.
To ensure your request is processed quickly and efficiently, please provide us with the following information:

• Your Noukie’s order number
• The product reference of the item in question
• The CAM code of the item (as indicated on the label)
• A detailed description of the defect
• A clear photo of the defective area
• A photo showing the entire item

If you are subscribed to the Newsletter, but do not receive an email from Noukie's, please check your spam or promotions in your mailbox. If Noukie's emails are located there, you can set your mailbox so that the emails systematically arrive in your main mailbox. If you cannot find Noukie's emails here, please contact our Customer Service.

To unsubscribe from the Newsletter, you can click on the link "If you no longer wish to receive information from Noukie's, click here" in the footer of each email. You can also go to the My Account area of the site where you have to click on "Set my communication preferences".

To subscribe to our newsletter, you can go to our "My Account" area or fill in your e-mail address in the "Newsletter subscription" box in the footer of the site.

Returns are accepted within 30 days after delivery of the order. For Noukie's Prime customers, this period is 60 days. For the return to be valid, the items must be returned unused, unwashed, with their labels. To make the return, you must be able to present proof of purchase of the items to be returned. Upon reception of the return by Noukie's, the items will be inspected and you will be informed of the acceptance of your return by e-mail.

All items bought on Noukies.com are eligible to free returns (else otherwise stated), with the exception of bassinets and bassinet stands, rocking chairs, stickers, changing mats, teepees, kokkoony, ground mats, storage basket, large and extra-large soft toys and personalized (embroidered) articles. If you still need to return one of those items, please first send your request to our Customer Happiness who will be happy to help you out : https://www.noukies.com/en/contacts/.

Timeframe

• Returns or exchanges are possible within 30 days following receipt of the order.

Free return via Mondial Relay (Belgium, France, Luxembourg – through customer account)

• Download the return label on our website under My Account > My Returns.

• Select the items you wish to return + the reasons for the return.

• Print the Mondial Relay label.

• Place the unworn, unwashed items with tags attached + the delivery note in a parcel.

• Attach the label and drop the parcel off at a Mondial Relay point.

• You will be refunded after the parcel is received.

Return by carrier (at your expense)

• Items must be unworn, unwashed, and with original tags.

• Include the delivery note.

• Send to: Noukies SA/NV, Boulevard de la Technicité 1A, 7110 Houdeng-Goegnies, Belgium.

• Once the parcel has been received by Noukie’s, you will be notified and refunded for the amount you paid for the returned items.

To make an exchange via the website, please make a return by following the returns procedure, and then place a new order.

Once your return has been shipped to Noukie’s, if you haven’t heard back from us within two weeks, we kindly ask you to contact our Customer Service team.
To help us process your request efficiently, please provide the following information:

• Your order number
• Your Mondial Relay tracking number
• Your name
• The date you shipped your return
• A list of the item references you returned

If you have received a defective item, please contact our Customer Service team to report it.
If the item was purchased in a store or from a third-party website, we kindly ask you to reach out directly to the point of sale or to the customer service of the website where the purchase was made.
To ensure your request is processed quickly and efficiently, please provide us with the following information:

• Your Noukie’s order number
• The product reference of the item in question
• The CAM code of the item (as indicated on the label)
• A detailed description of the defect
• A clear photo of the defective area
• A photo showing the entire item