Customer Care & FAQ

Customer Care & FAQ

How can I edit my shipping address?

Please contact if your order is being shipped to the wrong address.

When will my order ship?

Orders are processed pending product availability and customer credit verification. Our warehouse 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 periods of high order numbers, processing times may exceed 2 business days. You will receive an e-mail with your shipment’s tracking information when your order has been shipped.

Can Notre combine my orders?

Notre is unable to combine orders, as combining multiple orders into one shipment can potentially cause issues regarding returns and/or exchanges. Reach out to and we can try our best to ship your orders simultaneously.

Does Notre have any shipping restrictions?

Notre does not ship to the following countries: Russia, Ukraine, Philippines, India, Ascension Island, Denmark, Caribbean Netherlands, Chatham Islands. 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) $9.99 

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


UPS Worldwide Saver (Next possible business day) $20.00


UPS Worldwide Saver / Next possible business day / $35.00

Will I be charged Duties and Taxes?

Duties and taxes are calculated based on the items ordered, the location of manufacturing, your shipment destination, and the value of your purchase, then added to your order total and collected by your county.


Foreign transaction fees are determined by your local customs authority and include the Sales Tax for purchases from the U.S. applied by your country as well as Duties charged for processing by your country. Notre is not able to provide refunds for any foreign transaction fees.


Please check your local customs website for more information.

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, and more.

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 by the delivery service or customs agencies.


Notre is not responsible for lost and/or 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. This electronic gift card will be sent to the email associated with your order.


Original shipping costs are not refunded.

How do I cancel my order?

Once an order is placed, it cannot be canceled by a customer under any circumstances. All quickstrike, limited edition, and brand collaboration products are final sale. For further questions, please email

Why is my order canceled?

Notre may cancel an order for a variety of reasons. An order will be canceled if the payment details provided by the customer could not be verified. In these instances, we will invite you to place your order again using an alternative payment method.


We may also cancel your order if an item or items within your order become unavailable prior to preparing your order for shipment. For all canceled orders, a full refund of the item(s) will go back to your original form of payment. Please email 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 as soon as possible.

My package is lost/stolen/missing.

If you are missing a package, please reach out to within 14 days of your delivery date. Please note, lost/stolen packages will be issued store credit with the original shipping fee included.

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

Please email 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 that 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 when possible, subject to availability, or refunded. 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. 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 or items you ordered were canceled by Notre. Please check your email (including your junk/spam) to see if we sent you an email regarding any cancelations. If you have an item missing from your order, let us know within 14 days of your order being delivered and we will do our best to help you.

How long do I have to return my order?

An order may be returned via our Returns Center within 14 days of the order's delivery date.

How do I set up a return?

Please email to initiate a return.

Does Notre pay for my return label?

Due to unfortunate abuse of our prior policy, Notre no longer offers free shipping for returns. Return shipping fees will be deducted from the refund of the corresponding order. 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 returning it?

Please email to initiate an exchange.

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

Please email within 14 days of your order's delivery 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 will also be responsible for the return fee. Duties and taxes are not refunded. We recommend keeping the tracking information provided by your chosen carrier for reference.

Can I make an exchange from outside the U.S.?

We are sorry, but we do not offer exchanges for orders placed outside the U.S. at this time. If you would like a different item or size, please return the original item 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 arrived damaged, can I return my order?

We do everything we can to protect the shoe box during shipping. All 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.


We reserve 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 will not be returned in these instances.


To be considered eligible, a return must be initiated within 14 days of your delivery date and meet the following criteria:

  • The item(s) is 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.
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 Credit that is issued automatically when you request a return. If you do not use the Instant Refund Credit by the time your return has arrived at Notre, the credit will deactivate, and you will be issued store credit or a standard refund.

When will I receive my refund?

Refunds or credits will not be processed until the items are returned and inspected by Notre. Please allow up to 5 business days for your return to be processed by 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.

Does Notre offer pricing adjustments?

Notre does not offer price matching. Additionally, we do 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. As a result, 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


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 that can be purchased online or in our store. Gift cards can be redeemed online or in our shop.

Does Notre have any current discounts/promotions?

Subscribe to our mail list to receive a welcome discount code via email as a first-time shopper. The 'WELCOME' discount code does not apply to limited release items and/or the following brands: Acronym, Birkenstock, Patagonia, or Quickstrike releases. Each email subscriber can only use the 'WELCOME' intro code once.

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 via email as soon as possible. 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 product description. If a shoe size is in United States Women's, it will be listed in the product name, shoe size, and description. If you have any questions regarding sizing, please do not hesitate to contact

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

Yes! Please contact our West Loop store at +1 (312) 600-9757 with your name, email, phone number, the item you are interested in trying on, and your sizing. Our staff 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 returns, exchanges, or store credit. If an item is Final Sale, red text will confirm this on the individual product page.

Shipping Delay Notice

Due to high order volume, fulfillment times may exceed two business days.

Store Contact

If you are looking to reach the shop directly,
please contact us via phone:

+1 (312) 600-9757

Please note that store staff will be unable to
assist with online orders.

Customer Service

If you are looking to contact customer service,
please contact us at the following email address:

Available Monday - Friday, 8:00AM - 4:00PM CST