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.

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.

To change your billing or delivery address, go to your My Account space. You will be able to modify all the data in your account.

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.

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

Our customer service will contact you again to replace the incorrect item, within the limits of available stocks.

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, please contact our Customer Service after placing an order on the site. To ensure prompt processing, please provide the following information in detail when making your request:

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

After you have paid for your order, it may take up to 24 business hours for it to be shipped. This time may increase during sales periods.

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.

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.

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

From 65€ of purchase, home delivery is free (except for furniture).

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

To change your billing or delivery address, go to your My Account space. You will be able to modify all the data in your account.

After you have paid for your order, it may take up to 24 business hours for it to be shipped. This time may increase during sales periods.

We guarantee that all orders will be processed, prepared and passed to carriers within the two working days following the date the order was placed. The shipping time should be calculated from the date that the order is passed to the carrier and will vary depending on the carrier selected and the country of delivery.

• Mondial Relay Belgium: Delivery from 1 to 4 working days.
• Mondial Relay France: Delivery from 1 to 5 working days.
• GLS Belgium: Delivery from 1 to 4 working days.
• GLS France: Delivery from 1 to 5 working days.

This time may be shorter in normal periods and longer during sales and around Christmas and New Year.

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.

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)

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.

To obtain an invoice for your order, please contact our Customer Service after placing an order on the site. To ensure prompt processing, please provide the following information in detail when making your request:

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

After you have paid for your order, it may take up to 24 business hours for it to be shipped. This time may increase during sales periods.

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.

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

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.

If you have received a defective item, you will be refunded the item (at the purchase price), the shipping costs, and the return shipping costs. Please contact our Customer Service to report it. To ensure prompt processing of your return, please specify:

• your order number, if it was a purchase on Noukies.com
• the reference of the defective item
• the CAM-number of the defective item (mentioned on the label)
• the description of the damage
• a picture of the damaged part of the item

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 products are guaranteed for 2 years for any manufacturing defect.

Any refund will only be made after validation of the defect by Noukie's. For this, we need proof of purchase of the item, and to validate that it is a manufacturing defect.

There are Noukie's stores in Belgium. Find here the list of shops with their opening hours.

You can also find Noukie's articles at 800 retailers in Belgium, France, Italy, Germany, Switzerland, and many other countries.

If you want to return or exchange one or several items after purchase, you can do so within 30 days following the delivery of the order. You can:

• Return your items for free through your account
• Return the products at your own expense via a transporter

1. Return your items for free from your account

Step 1 - Download your free return label from your client account on Noukies.com

• Go to your customer area on Noukies.com, and access the "My returns" section.
• You will find the products for which you can submit a return request.
• Select the products to return, the reasons for returns and the quantities.
• When the form is submitted, the return label is generated.
• Save the document and print it.

Step 2 - Prepare your return package.

• Place the item(s) purchased on Noukies.com that you wish to return, together with the delivery receipt, in a parcel. Beware, returned items must be eligible to the following conditions.
• Stamp your return package with the Mondial Relay label that you just printed. The return shipment is paid for you by Noukie’s.

Step 3 - Drop your package off at a Mondial Relay pick-up point near you. You can find the Mondial Relay relay pick-up points here.

2. Return as a guest

Please contact our customer service. They will send you a return form that you have to complete in order to return the item(s).

3. Return via a transporter

In order to return your products:

• Repack the items that you wish to return (unworn, unwashed, with their labels, in their original packaging), and address the parcel to: Noukies SA/NV, Boulevard la Technicité, 1A, 7110 Houdeng-Goegnies, Belgium. Do not forget to add the delivery note in the package! If the delivery note is not in the package, the return will take a longer time to be settled.

• Post the parcel with the transporter of your choice. The return fee is at your cost.

Upon reception of the items at Noukie's, you will be notified by e-mail of the confirmation of your return and refund. If after 2 weeks after shipment of returned items you still have no news froms us, please contact our Customer Service. To ensure that your request is processed quickly, please provide the following information:

• Order number
• Your name
• Date on which you shipped your items
• List of references you have returned

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

Returns are accepted within 30 days after delivery of the order. For Noukie's Prime customers, this period is 2 months. 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 furniture, bassinets and bassinet stands, rocking chairs, stickers, changing mats, teepees, cots, sofas, 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/.

If you have received a defective item, you will be refunded the item (at the purchase price), the shipping costs, and the return shipping costs. Please contact our Customer Service to report it. To ensure prompt processing of your return, please specify:

• your order number, if it was a purchase on Noukies.com
• the reference of the defective item
• the CAM-number of the defective item (mentioned on the label)
• the description of the damage
• a picture of the damaged part of the 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.