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.

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 may require additional preparation time.

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.

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 may require additional preparation time.

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 69€ 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.

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).

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

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 may require additional preparation time.

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.

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.

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

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 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.

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/.

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

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.