NOIRFONCE Madrid Sneakers FAQ

Free shipping to Europe using Discount Code "EUROPEFREE" only in August

F.A.Q

Product Information

Are all of your products genuine?

Yes, we are licensed stockists for all of our products. They are 100% authentic.

  

Are the pictures shown on the site an accurate representation of the actual product?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.

  

Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details. If you do need any more info feel free to contact us, we'll do our best to help you out.

 

Can i reserve or pre order a product ?

We don’t accept any reservation or pre order, sorry.

 

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrpancies. We will inform you as soon as possible, via email, if a product is out of stock.

In case you want to be sure that the product is in stock, do not hesitate to contact us.

 

Do you have a size chart?

Yes and you can see it here or by clicking on the « size chart » section at the bottom of our frontpage.

 

I can't select my size, do you have more sizes available ?

This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping us an email, quoting the product code and we’ll let you know if the item will be available again.

It’s worth noting that products which have been reduced in Sale are very unlikely to be restocked. With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away.

 

Will you be getting more stock?

We do our best to get re stock in popular items however, due to the limited or handmade, and made to order nature of some of the products we stock, this is not always possible. Furthermore, we like to offer new product regularly which means we don't tend to re-stock a lot of our items.

 

Can I come to the store to get a product I've seen online ?

Yes ! Everything you see online, is available in store.

 

I’ve seen something advertised but cannot find it online?

Contact us, we’ll do our best to help you.

 

I cannot find the product I’m looking for. Does this mean you don’t stock the item?

We do our best to keep a perfect stock, if you can’t find it, we certainly don’t stock it, or it may mean we’re temporarily out of stock. Feel free to contact us.

 

Do i have the posibility to receive informations about new products or offers ?

Yes ! At the bottom of our frontpage, you can subscribe to our newsletter. We’ll send you informations about new releases, events or offers. Don’t forget to follow us on Facebook and Instagram to be sure to not missing a single thing !

 

Why did the price change when i add to cart ?

The price of our products don’t change, by adding the product in the cart, additional costs may appear due to the delivery system.

If the price has really changed, there must be a problem with the web browser, in that case you should try it with another browser. Contact us if the problem persist.

 

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, sorry.

 

Do you price match?

We do our best to offer you great product at competitive prices, however, should a Spanish online competitor be offering a like for like product at a cheaper price we will be happy to match their price.

We can not guarantee price match on product being sold on websites outside of Spain as our pricing structure must accommodate customs, excise and importation costs.

Please contact us for more informations.

 

I received a products with defaults, what can i do ?

First, sorry about that. We do our best to analyse every product before shipping, and send only perfect products. We only humans, sometimes errors can happen.

Please go to « returns » section at the bottom of our frontpage.

 

 

My Order

I'm new, how do I order?

We want to ensure your shopping experience is as easy and secure as possible.

You have the posibility to buy without creating an account, you can browse the site, either using our categories «products » or « brands », our « shop now » button, our search function, or by looking at our « what’s new » categorie, scrolling down our frontpage. Select your size, and add the item to your cart. Then go to chekout enter the required informations and pay your order.

You can also register an account with us. This is very simple and will ensure you can quickly and safely make orders.

After that, you can browse the site, either using our categories «products » or « brands », our « shop now » button, our search function, or by looking at our « what’s new » categorie, scrolling down our frontpage. Select your size, and add the item to your cart.

Then go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Alternatively, you can contact us on +34 910 223 190 to place a telephone order.

 

I can’t see the order i just made, what can i do?

Usually, there are two posibilities about this:

You order before creating an account, in that case you won’t be able to see the previous orders you made.

Our system didn’t had the time to add you order, in that case you’ll be able to see you order as soon as the payment will be verificated. Thank you for your patience, we’ll send you the order confirmation as soon as posible.

If you have any problem, contact us.

 

How can i know if my order has been take ?

You should have received an order confirmation by mail. If not, please check your SPAM or « non desire » mails. If your order appear in your account section as « in process » or « complete » your order has been confirmed !

 

How do I know if my order was successful?

You will receive an email to confirm your order has been received, and is being processed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

 

Can I change, cancel my order?

We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please contact us as soon as posible.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with our Returns Policy. Please see our « returns » section for more information.

Once the order is placed you cannot cancel it.

 

Has my order been sent yet?

We understand you want your new product as soon as possible so we’ll email you as soon as it’s been despatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.

 

When will i receive my order ?

We do our best to ship it as fast as we can ! Then it will depend on where you live. We'll send you a link yo track your order. Please check our « delivery » section.

 

Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

 

I didn’t received my order, where is it ?

If your order has not arrived when you were expecting it then please check the following:

Check if you have received a dispatch confirmation email.

Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel.

Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?

Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

Check no one else residing at your address has taken receipt of your parcel.

If you still can't locate your parcel then please do not hesitate to contact us via email or phone with your order number to hand. We will endeavour to find your parcel straight away.

All of our shipments are insured to the necessary value so should it not be found we will arrange a replacement or refund for you.

 

You've sent me the wrong items

We do our best everytime, but we're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Contact us

 

Part of my order is missing or incorrect ?

If an item is missing from your order please contact us via email or phone with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.

Sometimes we don’t send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we’ll email you to let you know.

 

I received a products with defaults, what can i do ?

We do our best to analyse every product before shipping, and send only perfect products. We only humans, sometimes errors can happen, sorry about that.

Please go to « returns » section at the bottom of our frontpage.

 

Can i return my order ?

Please go to our « returns » section.

 

Do you offer a VAT discount to non EU customers?

We’ ll try to offer this posibility as soon as posible, for now we don’t sorry.

 

 

Payment & Security

Which methods of payments can I use?

You can pay using any of the following methods.

We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.

If you pay using Paypal, you will not be able to return items to our store. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.

Which credit cards do you accept?

We currently accept the following credit cards on www.noirfonce.eu, in our retail store and on telephone orders - Mastercard, VISA, American Express, Switch / Maestro, Visa Debit, Delta and Electron.

 

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

 

Can I use a different payment method?

Yes. You can use PayPal. We do not accept cheque or store cards.

 

I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn’t work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

 

I forgot to use my discount code?

Sorry but if you didn’t enter the code during checkout we cannot apply it after the order has been placed.

 

What currencies can I use?

We only accept payment in Euros at checkout.

*Please note your transaction will be subject to the Current Currency Conversion, which fluctuates daily, and your bank may charge you an International Transaction Fee.

 

Will the recipient have to pay duty on the order?

Our products are sold on a DDU (Delivery Duty Unpaid) basis excluding orders to USA. Additional taxes, fees or levies may apply according to local legislation.

Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. NOIRFONCE cannot offer any assistance in these processes.

To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.

 

Is it safe to order online?

Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted. Security checks are also made on all transactions, to ensure the authenticity of each card payment.

 

 

Signing Up & My Account

What’s My Account?

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, and manage your account password.

 

Why do i have to create my account ?

You can create your account at NOIRFONCE for free, it allows you to :

Have a view on your precedents orders.

Save your contact informations to buy faster next time.

Control your account informations.

 

How to create my account ?

It’s very easy and fast ! Go to « account » section, and « create my account » and fill the informations.

 

Do I need to sign up to noirfonce to shop?

No, at NOIRFONCE we let you the liberty to make that choice. Create an account will make your next purchase faster, and you’ll receive informations about new products, events, sales directly in your mails. But we let you the liberty to purchase without account.

 

Do I have to sign up to enter competitions?

Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notification of limited edition releases, events and an early heads up on when our sale starts.

 

I’ve forgotten my password?

Did you think of your password a bit too quick? No problem. Click on password reminder and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable.

 

 

Delivery

What are your delivery rules ?

As soon as we get your order and the payment confirmation, we gave us 48h maximum to ship your order.

 

What courier do you use for deliveries?

We use MRW to send all of our orders, including Saturday Guaranteed delivery.

DHL are used to send all International orders.

We reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

 

Do i have to pay for delivery ?

Depends on the destination, the shippment price can change or be free ! For more informations, please read our « delivery » section at the bottom of our frontpage.

 

How much is delivery ?

It depends on the price of the order and its destination. Please check our « delivery » section.

 

Can I change the delivery address ?

For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

If you have made a mistake with your delivery details please contact us immediately and we will try to amend them.

Orders placed over the telephone must be shipped to the billing address.

If the order has already left our warehouse, then the delivery address cannot be changed.

 

Can I change, cancel my order ?

We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please contact us as soon as posible.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

If you have already received your goods then we are happy to cancel or make changes in accordance with our Returns Policy. Please see our « returns » section for more information.

Once the order is placed you cannot cancel it.

 

Can i order online and collect in store ?

Unfortunetaly we don’t offer that option. If you see something you like online, we have it in store too ! Come enjoy our store it will be a pleasure to receive you.

 

How do I know if my item has been dispatched ?

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

 

When will i receive my order ?

We’ll do it as fast as posible ! Once we get the order and payment confirmation, we give your order to the courier in less than 48h. Then, it depends on the destination. Please check our « delivery » section.

 

Can I track my order ?

As soon as the order has been processed, you’ll receive a confirmation mail with the tracking number.

You can track your order just here :

http://www.mrw-transporte.com/?id=01

Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. Please allow up to 12 hours for your information to be received.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will not be trackable until it has been collected from us the following Monday.

 

Do I need to sign for the delivery ?

Our carrier delivers between 8am and 8pm, and in some cases a signature may be required.

 

Can someone else sign for my delivery ?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

 

What if I'm not home when it's delivered ?

If a MRW or DHL shipment cannot be delivered a card will be left and the courier will attempt re-delivery the following working day. If delivery is still unsuccessful a card will be left and the parcel returned to the depot, from here collection or re-delivery can be arranged. Should this fail the parcel will be returned to NOIRFONCE and we will contact you directly.

 

Do I have to pay Customs & import charges ? if I live outside of the EU ?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductable from any refund due.

 

The customs department of my country have asked me for further information. What should I do ?

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as swiftly as possible.

 

Do you deliver to my country ?

We deliver to almost all countries worldwide. Please refer to our « Shipping » section for further information.

 

Can I return my order ?

Yes, If you've paid by credit or debit card you can always pop down to NOIRFONCE store.

Unfortunately, we can't take orders paid by PayPal back in store. This includes all orders placed on our mobile site.

Alternatively you can send it back to us here.

SA2L Pharmacie (NOIRFONCE), Calle de la Palma 12, 28004 Madrid, Spain

Please check our « return » section.

 

You've sent me the wrong items

We do our best everytime, but we're only human and occasionally mistakes can happen. If it happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Contact us

 

The item I received is faulty

If you think the item your received is faulty get in touch with us and we’ll see what we can do about it.

 

Can i return my order in store ?

Yes !

 

How long can I keep my order before returning ?

We ask you return your items to us within 10 days of receiving them.

 

 

Returns

What is your online returns policy ?

Please note that on every return, items must be in perfect conditions, with tags.

If you are not fully happy with the goods you have received, you can return them to us within 10 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging.

We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.

This does not affect and is in addition to your statuatory rights as a consumer.

Please enclose the completed Returns Form with your goods, and make sure all returned items are well packaged, so as not to be damaged in the post.

Please ensure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit.

For further information please visit our « Returns » section.

 

I’ve bought my items using a promotional discount. Can I still return them ?

Yes, if a discount code was applied to your order we will adjust the refund to reflect this.

 

How long can I keep my order before returning ?

We ask you return your items to us within 10 days of receiving them.

 

How can i return my order ?

If you've paid by credit or debit card you can always pop down to NOIRFONCE store.

Unfortunately, we can't take orders paid by PayPal back in store. This includes all orders placed on our mobile site.

Alternatively you can send it back to us here. Just fill in the returns form on your despatch note and post the goods to the following address.

SA2L Pharmacie (NOIRFONCE), Calle de la Palma 12, 28004 Madrid, Spain

We recommend you post any returns to us using a carrier who can give you a "Certificate of Posting" as, until the parcel reaches us, it’s your responsibility.

Please check our « return » section.

 

Can i return my order in store ?

Yes !

 

Do I have to pay to return ?

The returns costs are in your charge.

 

Can you confirm you have received my return ?

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

 

Can i reserve an item to change with the one i’m returning ?

We do not make any type of reservations.

 

How long will it be before I get an exchange ?

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

 

When will I receive my exchange ?

Exchanges are usually processed and despatched within a few days of us receiving the goods back.

We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item.

Please state clearly on the returns section of the despatch note which item you want to exchange and for what.

If we haven’t the stock available we’ll refund you and send you an email to let you know.

 

What is the refund process ?

As soon as we receive your return, we refund you under 24-48 hours.

 

How long will it be before I get a refund ?

Refunds are usually processed within a few days of us receiving the goods back.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We’ll refund you by the same method as payment (i.e. same card, Paypal)

 

Why have you not refunded the original delivery charge ?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.

Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

 

Anything else I need to know ?

Certain products we sell may have a slightly different returns policy but we’ll let you know about this in the product description.

If you’ve paid via Paypal, you will not be able to return items to noirfonce stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.