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Frequently Asked Questions


MY ACCOUNT


You can use your “My Account” page to keep your personal information up to date, view details of your orders, track deliveries, print your invoices and complete online returns and cancellation slips.


HOW DO I CREATE MY ACCOUNT ?


Please follow the steps below:
1. Click on “My account”
2. On the login page, enter your entire name, email address and a password
Passwords must be at least 8 characters long and must contain an uppercase letter and a special character
3. Click on “create my account” to complete the process You will receive an email confirming the creation of your account. You will need to enter your email address and password to log in and place a secure order in our eShop.

HOW DO I LOG INTO MY ACCOUNT ?

Please follow the steps below:
1. Click on “My account”
2. On the login page, enter your email address and password
3. Click on “log in” to access your account
If you fail to sign out of your session, you will remain logged in.

HOW DO I CHANGE MY PERSONAL INFORMATION (PASSWORD, DELIVERY ADDRESS, ETC.) ?

By logging into your account and clicking on “Account information” you can:
- change your email address
- change your password
- update your personal information
To change your delivery and/or billing address(es), click on “Address book”, select the relevant address and click on “Change”.

WHAT DO I DO IF MY EMAIL ADDRESS ALREADY EXISTS ?


This means that you have already set up an account with this address. If you cannot remember your password, you should click on “Forgotten password” and then enter your email address. You will then receive an immediate email containing a link to reset your password. If you do not receive thisemail, please check your spam folder.
If you still cannot find it, please contact Customer Services directly.

HOW DO I RETRIEVE/CHANGE MY PASSWORD ?

If you cannot remember your password, please click on “Forgotten password” on the login page and then enter your email address. You will then receive an email containing a link to reset your password. To change your password, simply go to the “Account information” section when logged into your account, click on “Change password” and then enter your old and new passwords in the appropriate fields.

MY WISHLIST

You can use your wish list to select an item or items which you would like to buy at a later stage. Please note: the wish list function only allows you to preselect an item or items. It cannot be used to reserve items.

HOW DO I CREATE MY WISH LIST ?

To add an item to your wish list, you must first log into your account. Then simply go to the product page, select the size required and click on the “Add to my wish list” button.
To view your full wish list, click on “My wishlist” on your “My Account” page.
Items which are not yet available and marked “coming soon” can also be added to your wish list. We will email you on the first day that the item(s) go on sale.

HOW DO I ADD MY WISH LIST TO MY BASKET ?

Simply click on the “Add all items to basket” button. Items which are out of stock will not be added to your basket.

NEWSLETTERS

HOW DO I SUBSCRIBE TO YOUR NEWSLETTERS ?


Simply enter your email address in the “Newsletter” box or tick the Newsletter subscription box in the “Account information” section. As soon as you have an account, you will start to receive all our emails with details of new products, private sales, etc.


HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTERS ?

To unsubscribe, log into your account and click on “accountl information” then “Newsletter” then click “edit” box You can also use the unsubscribe link at the bottom of our Newsletters. You will be unsubscribed immediately. From then on, you will receive no further emails (including invitations to private sales) from us.

PRODUCTS

WHAT DO I DO IF MY PRODUCT IS FAULTY ?

Please write to our Customer Services department and, if possible, attach a photo of the item in question with a note explaining the nature of the fault.
We will carry out an initial assessment with our Quality Control Department and we will get back to you to tell you what to do next.

CAN I CHANGE OR CANCEL MY ORDER ?

Once your order has been placed, it cannot be changed or cancelled. Please check it carefully before proceeding to the payment page. By clicking on “pay for my order”, you indicate your unconditional acceptance of Nina Kendosa General Terms and Conditions of Sale.
We cannot add any further items to an order which has already been paid for.

WHAT DO I DO IF I HAVEN’T RECEIVED AN EMAIL CONFIRMING MY REGISTRATION, ORDER, ETC. ?

Firstly, we suggest that you check your junk and spam folders. If you still cannot find the confirmation email, you can check if the order appears on your account. Please contact Customer Services for assistance.


PAYMENT

IS ONLINE PAYMENT SECURE ?


Transactions are secured, which enables you to make fully secure purchases through secure connections (https). The payment is processed securely and your bank details are encrypted thanks to the SSL protocol.
So at no stage do we have access to your bank details as they are not stored on our website.

WHAT PAYMENT METHODS DO YOU ACCEPT ?

You can pay by Carte Bleue, Visa, Mastercard, Maestro, Discover ou American Express. . You can register one or more card numbers which you can then use to make future purchases simply by entering your security code.
Nina kendosa also accepts payment by Paypal, a secure payment method which allows you to make online payments without having to enter your credit card number. All you need is your email address and Paypal password.

WHEN WILL MY PAYMENT BE DEBITED FROM MY BANK ACCOUNT ?

Your credit card or PayPal account will be debited as soon as your order is confirmed.

DELIVERY

WHERE DO YOU DELIVER TO AND HOW LONG IS IT ?


- France
Delivery within 2 or 3 days open (Monday to friday).
- D.O.M T.O.M -
Delivery within 5 or 7 days open (Monday to friday).
- International -
Delivery within 4 or 8 days open (Monday to friday).


IS THERE A DELIVERY CHARGE ?

For any purchase superior or equal 195€, shipping costs will be free. For any purchase inferior this amount, you will be charged :
- France : 6,90€
- European Union : 14,85€
- Outside European Union : 19,35€
- International : 26,30€


HOW DO I CHANGE MY DELIVERY ADDRESS AFTER CONFIRMING MY ORDER ?


If you wish to change a delivery address, call our Customer Services department quoting your order number.
PLEASE NOTE: you can only change a delivery address if the order has not yet left our warehouse.


HOW DO I TRACK MY PARCEL ?


In your order confirmation email, you will find a tracking number and a link to the carrier’s website where you can track your parcel. You can also track your order directly from the “My orders” section of your account. Click on the relevant order number and you will be taken directly to the carrier’s parcel tracking number.


WHAT HAPPENS IF I’M NOT IN WHEN MY ORDER IS DELIVERED ?


The carrier will leave an attempted delivery card in your letter box. On the card, you will find an internet link which you can use to select a new delivery date or address.
Please note: if your parcel remains undelivered after 10 days, it will be returned to our warehouse and our Customer Services department will contact you.


WHAT HAPPENS IF I DON’T RECEIVE MY PARCEL ?


Firstly, you can check that your order has been dispatched using the parcel tracking number which appears in your confirmation email or on your account page. Please contact our Customer Services department quoting your order number and tracking number so we can investigate the matter with the carrier.


RETURNS


Goods must be returned in their original condition. Goods which are returned incomplete, damaged,worn or soiled will not be accepted.


WHAT IS THE TIME LIMIT FOR RETURNING GOODS ?


You have a period of 15 days (from the date you received the parcel) in which to return your item. The conditions for returning goods remain the same for items purchased in our stores.


HOW DO I RETURN AN ITEM ?


The item should be returned only to the address below and should be accompanied by the completed returns slip. You can find this on your customer account. You should complete it online, indicating if you wish to exchange the item or receive a credit note or refund and stating the reason for returning it. We recommend that you retain your proof of posting.

Nina Kendosa Paris
SAV e-boutique
19 rue Dieumegard
93400 Saint-Ouen
FRANCE

- Credit note: credit notes are valid for purchases in the eShop for 6 months from the date of issue. They can be used for a number of separate transactions and are non-refundable.
- Refund: refunds are paid into the bank account you used to place your order.

HOW DO I EXCHANGE AN ITEM ?

To do this, tick “Exchange” on your online returns slip and enter the reference number of the replacement item. You can exchange an item or items, provided that the total cost does not exceed that of the items returned.
You may not, however, seek to exchange an item and apply for a refund. You will receive a credit note for the remaining item(s).

WHAT DO I DO IF I CAN’T PRINT THE RETURNS SLIP ?

If you have a problem or if you have no printer, you can write the following details on a sheet of paper: surname, forename, telephone number, email address, order number and date, the item(s) returned with its/their reference number(s), quantity/quantities and the reason(s) for returning it/them.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN ?

You will receive an initial email confirming that your parcel has reached our warehouse and then a further one confirming that your return is being processed.
Your return will be processed within 30 days, but we endeavor to deal with your request within 72 hours of your parcel reaching our warehouse (excluding business hours).

IS THE DELIVERY CHARGE REFUNDED WHEN ITEMS ARE RETURNED ?

The delivery fee charged when your order was dispatched is only refunded if you exercise your right to cancel within 14 days of the date on which you received your parcel.

DO I HAVE TO PAY THE DELIVERY CHARGE WHEN I RETURN AN ITEM ?

You are responsible for the cost of returning items, as stated in our General Terms and Conditions of Sale. We recommend that you retain your proof of posting.

DO I HAVE TO RETURN THE ITEM IN THE ORIGINAL PACKAGING ?

Items should be returned in appropriate packaging. However, shoes should be returned in their box. Please do not use the box for posting items.

HOW TO CONTACT US


Our dedicated Online Customer Services department is open
9am - 6 pm Monday to Fridays (except public holidays).
In addition you can contact us by postal mail writing to the following address:
Nina Kendosa Paris
Customer Services
19 rue Dieumegard
93400 Saint Ouen
FRANCE