Notre Customer Care FAQ & Policies

Notre is committed to inspiring your individual style and delivering an unique shopping experience, both in store and online. Have questions? Browse our FAQ’s below or contact our Customer Service team, available 5 days a week, 8AM - 4PM CST.

Shipping & Delivery

Hello! Shipping is currently delayed due to a very high order volume. Orders will NOT ship within two business days. Please wait 7 full business days before inquiring about the status of your order. 

How can I edit my shipping address?

If your order is shipping to an incorrect address, please contact info@notre-shop.com right away! 

When will my order ship?

Orders are processed pending availability and credit verification. Notre aims to ship orders within two business days. Orders placed on Friday may not ship until Monday. Express orders may not ship until the following business day. During peak periods, processing times may exceed 2 business days. Once your order has shipped, you will receive an e-mail with your shipment’s tracking information. 

Can Notre combine my orders?

Notre is unable to combine orders. Combining multiple orders into one shipment can cause issues later regarding returns and/or exchanges. Please reach out to info@notre-shop.com and we can try our best to ship your orders out simultaneously. 

Does Notre have any shipping restrictions?

Notre does not ship to the following counties: Russia, Philippines, India, United Kingdom, Ascension Island, Triscan Denmark, Caribbean Netherlands, Chatham Islands. Notre is in the process of adding more ship to locations. If your country is not currently a shipping destination, please continue to monitor the site as we do update our shipping destinations regularly.                                 

 

What shipping methods are available?

Lower 48 States

UPS Ground Shipping (3-7 business days) $4.99 for orders under $100.00

UPS Ground Shipping (3-7 business days) Free for orders over $100 or more

2nd Day Air Shipping (2 business days) $35.00

Next Day Air Shipping (1 business day) $60.00

Alaska, Hawaii, Puerto Rico

UPS Ground Shipping (3 - 7 business days) $29.95

2nd Day Air Shipping (2 business days) $40.00

Next Day Air Shipping (1 business day) $60.00

Canada (UPS)

UPS Worldwide Saver (Next possible business day) $20.00

Free UPS Worldwide Saver on Orders Over $300.00

International

UPS Worldwide Saver / Next possible business day / $35.00

Free UPS Worldwide Saver Shipping on orders over $300.00**

Will I be charged Duties and Taxes?

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, are added to your order total and collected by your county. Notre is not able to provide a refund for any foreign transaction fees. Please check your local customs website for more information.

This charge is determined by your local customs authority and includes: The Sales Tax applied by your country for purchases from the U.S. and Duties charged for processing by your country.

International Custom Duties are not included in the shipping fee, and these are the customer’s responsibility.

Are there any additional fees?                                                                             
In some cases you will see “Fees” listed along with duties and taxes when selecting to prepay at checkout. Additional fees, when applicable, may include customs clearance fees, remote area surcharge, high value goods clearance, among others.

Can I track my order?

Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery. All U.S. orders are trackable via UPS or USPS Priority Mail. 

Notre is not responsible for any delays and/or damage caused in-transit by the delivery service or customs agencies. 

Notre is not responsible for lost/damaged international orders shipped via USPS.

My tracking number says my package is being returned to Notre. What do I do?

Domestic packages marked returned to sender, refused, abandoned, and/or sent back to us without an Authorized Return will be issued store credit via electronic gift card minus a 15% restocking fee. Original shipping is not returned.




My Order

How do I cancel my order?

Depending on the status of your order, it may be possible to cancel your order. After the order has been prepared for shipping, it can no longer be cancelled. To request an order cancellation please email info@notre-shop.com

Why is my order cancelled?

An order can be cancelled for a variety of reasons. One reason is because we could not verify the payment details provided. In these instances, we invite you to place your order again using a verified alternative payment method. We may also cancel your order if an item/s within your order become unavailable prior to preparing your order for shipment. For all cancelled orders, a full refund of the item/s will go back to your original form of payment. Please email info@notre-shop.com for more information regarding your cancellation.

Can I change the size, colorway and/or model of my order?

Once an order has been placed, we cannot make any adjustments to size, color, or model. If you have ordered the incorrect size and/or item, please contact info@notre-shop.com as soon as possible.

My package is lost/stolen/missing.

If you are missing a package, please reach out to info@notre-shop.com within 14 days of your delivery date. We will file a claim on your behalf with UPS. Please note, lost/stolen packages will be issued store credit, the original shipping fee is included.

What do I do if I think an item that I purchased is faulty?

Simply email info@notre-shop.com and we will look into this for you. When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged by your own misuse will not be considered faulty. Any product that is damaged upon receipt must be reported to Customer Service within 14 days or the refund/store credit/return may be rejected.

Defective or incorrect products will be replaced via exchange or refunded, where possible and subject to availability. Items that become damaged as a result of normal wear and tear are not considered to be faulty. 

Notre reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. To avoid this, please contact Customer Service to address any issues or concerns you have regarding the item/s you wish to return.

I am missing an item from my order, what should I do?

We are sorry there is an item missing from your order. Before contacting our Customer Service team, we recommend checking if the item/s you ordered were cancelled by Notre. It is worth checking your emails (including your junk/spam) to see if we have sent you an email about this. If you have an item missing from your order, please let us know within 14 days of your order being delivered and we will do our best to help you. 



Return & Exchange

How long do I have to return my order?

Please open a Return Authorization via our Returns Center within 14 days from shipment date.

How do I set up a return?

Please visit our Returns Center. To return one or more items from an order, all the following conditions must be met: original, unused, unaltered, and unwashed condition, returned with original tags and packaging. 

Does Notre pay for my return label?

Free return shipping if offered to domestic customers. Original shipping fees are not refundable for domestic orders. International customers are responsible for their own return shipping. Returned items are your responsibility until they reach us, so make sure they are packed up properly and cannot get damaged on the way!

Can I exchange my order instead of retuning it?

Please visit Notre Return Center to initiate an exchange. Notre is unable to ensure product availability. Select "does not fit" followed by "exchange". Please only send exchanges using our pre-paid return labels so that we can track your order. Notre cannot refund a lost return that was sent using a method other than our return labels.

I am an international customer; how do I make a return?

Please email info@notre-shop.com within 14 days of your orders shipping date to receive a Return Authorization. Returns sent without this authorization form may not be accepted. The customer is responsible for returning the merchandise with their carrier of choice and is responsible for the return fee. Duties and taxes are not refunded. We recommend keeping the tracking information for reference.

Can I make an exchange from outside the U.S.?
We are sorry, but we do not offer exchanges for orders outside the U.S. at this time. If you would like a different item or size, please return the original item here and place another order for the new item.

Can I exchange or return a final sale item?

Notre is unable to provide size exchanges, returns, or store credit for items marked “final sale” on the product page.  We understand that buying Final Sale items can be tricky, so if you have any questions about the style, please reach out to Customer Service before placing your order.

My shoe box arrive damaged, can I return my order?

We do everything we can to protect the shoe box during shipping. All of are orders that include shoes are double boxed and include padding within the package. 

Notre is unable to guarantee the condition of the box. Notre does not accept returns if there is significant damage to the shoe box or if the shoe box has been used as the shipping box. 

What makes my return eligible?

Notre monitors returns to identify potential misuse or abuse of our return policies. Notre reserves the right to reject returns that do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address or issued store credit minus a 15% restocking fee at our discretion. Original shipping is not returned.

Initiate a return within 14 days of your shipping date and meet eligibility criteria.

  • In original, unused, unaltered, and unwashed condition
  • Returned with original tags and packaging including any boxes, hangers, garment bags, and other signature packaging materials.
  • Intimate apparel and swimwear (including, but not limited to, lingerie, boxers, briefs, swimsuits, and bikini bottoms) must be returned with the original hygienic protective strip still intact.
  • Shoe must be tried on over a carpeted surface to prevent any scratches to the soles. Footwear must be returned with the dust bag, original shoe box and any other included materials (such as hangtags and extra laces), as these are considered part of the product. All original shoe boxes must be placed inside a shipping box to qualify for a return or exchange. We do not accept returns if there is significant damage to the shoe box or if the shoe box has been used as the shipping box
  • Final Sale items are not eligible for return/exchange/store credit. Final Sale items include, but are not limited to, socks, publications, apothecary items (fragrances, candles, incense, grooming products, garment care products, etc.) and any items marked Final Sale. Final Sale information can be found on the individual product pages. If an item is Final Sale, red text will confirm this on the product page.


Refund & Store Credit

What is an Instant Refund?

If you would like to make another purchase and do not want to wait for your return to be processed, you can use the instant refund that is issued automatically when you request a return. If you do not use the Instant Refund by the time your return is has arrived at Notre, the Instant Credit will deactivate, and you will be issued a store credit or refund.

When will I receive my refund?

Refunds or credits will not be processed until the items are returned and inspected by Notre. Your return will be inspected and processed within two business days. Please allow 5 business days for your return to be processed at our warehouse. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. 



Promotions & Pricing

Does Notre offer pricing adjustments?

Notre does not offer price matching. Additionally, Notre does not offer price adjustments on past purchases if those items are marked down or promoted later in the season. During the course of online promotions and sales Notre may experience a high volume of orders; our real-time inventory system sometimes may not reflect up-to-the-minute inventory and may result in an order cancellation due to low or no inventory. We apologize for any inconvenience should this occur with your order. You will be notified promptly by email if this is the case. For real-time confirmation please contact info@notre-shop.com

We reserve the right at any time to correct product pricing and/or descriptions and to cancel or refuse any order based on an incorrect price or description.

Does Notre have gift cards for purchase?

Notre offers gift cards, which can be purchased online or in our store and can be redeemed online or in our shop.

Does Notre have any current discounts/promotions?

Please subscribe to our mail list and you will receive a welcome discount code via email as a first-time shopper. The Welcome10 discount code does not apply to limited release items and/or the following brands: Acronym, Birkenstock, Patagonia, Quickstrike releases. Each email can only use the Welcome intro code 1 time.



Product & Stock

How do I know if a product is available?

Notre does not guarantee the availability of items. If Notre is out of stock on an item you ordered, we will notify you as soon as possible via email. Depending on vendor availability and season-to-season availability, sold out items may not be restocked. 

How do I know if I am ordering the right size?

Shoe sizes are listed in United States Men's sizing unless stated otherwise in the description. If a shoe size is in United States Women's, it will be listed in the product name, shoe size, and description. If there are any questions regarding sizing, please do not hesitate to contact info@notre-shop.com

Can I request an item/size to be in store?

Yes! Please email info@notre-shop.com with your name, email, phone number, the item you are interest in trying on as well as sizing. Notre will set up a reservation with you and will have the items in the store waiting when you arrive.

Can I return a Final Sale item?

Final sale items are not eligible for return/exchange/store credit. "Final Sale" information can be found on the individual product pages. If an item is Final Sale, red text will confirm this.



Contact Us

If you are looking to reach the shop directly, please contact us via phone: +1 (312) 600-9575

If you are looking to speak with Customer Service, please contact in your preferred method below – 

Emailsupport@notre-shop.com available Monday-Friday 8:00AM-4:00PM CST.

Contact Center: Located on the bottom right of the FAQ page

Phone or Text: +1 (312) 600-2885 available Monday-Friday 9:00AM-1:00PM CST.

 

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