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Frequently asked questions

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  • CLIENT ACCOUNT

  • DELIVERY & ORDER TRACKING

  • RETURN & REFUND

  • PAYMENT

  • STOCK & PRODUCT

  • SECURITY & PRIVACY

  • ONLINE ASSISTANCE

CLIENT ACCOUNT

What is the purpose of having a NOTSHY account ?

Here are the benefits of having a NOTSHY account:

1) Find the content of your previous orders as well as those in progress.
2) Save and edit your personal information.
3) Follow the process and shipping of your order. 
4) Get a copy of your invoice by clicking on "Download my invoice". All you have to do is save it or print it!
5) Create a Wishlist to keep the items you are interested in close at hand.
6) Stay informed about our latest offers and web exclusivity!

 

How can I create a customer account ?

Creating a customer account on our website couldn't be easier! Just follow the procedure below:  

- Step 1: Click on the "account" icon located on the top right of the site on your computer. 
- Step 2: You will be able to indicate your e-mail address on the identification page and your personal information.

Your account is finally created!
The creation of your account can also be done when you place an order on the site.

 

What should I do if I cannot create my NOTSHY account ?

If you are having trouble creating your account, please follow these procedures:

- Check that your email address is not associated with an existing NOTSHY account.
- Check that your email address is valid and that your password and password confirmation are identical.
- Check that your password is up to date and that it has not been changed.
- Use a different browser than the one you usually use (Safari, Firefox, Google chrome)
- Try other devices than the one you usually use (desktop or laptop, tablet...)
                                                                                                                                         
 If you have trouble creating an account despite our advice, please contact our Customer Service as soon as possible to take care of your request.

 

How can I change my personal information in my customer account ?

In order to have your personal information updated, log into your account and to access the "My Account" space where you will be able to:

- Modify, correct or add your postal addresses, 
- Manage your personal data (email address, title), 
- Manage your subscription to the newsletter.

 

How to subscribe to the newsletter ?

To subscribe to our newsletter, click on the "Newsletter" section at the bottom of the page in the footer.
You will receive a surprise upon subscription!

 

How to unsubscribe from the newsletter ?

If you wish to unsubscribe from the newsletter, we invite you to consult your customer account, in the "Newsletter" section you can uncheck the box "Receive our newsletter" at any time. 
Also, when you open one of our newsletters, you can click at the bottom of the page on "Unsubscribe". 

If you are still receiving our newsletter, please contact our Customer Service who will process to your request as soon as possible.

 

How to use my promotional code ?

The promotional code is associated to a specific transaction. You can only use it once and it cannot be combined with any other promo code or referral code. 

Use of the promo code:

The promo code must be entered in the dedicated field when filling your basket. We strongly recommend that you finalise your order immediately after entering your code to avoid any malfunction that would cause you to lose it.
We are unable to credit back the amount associated with a code after an order has been placed. Furthermore, we do not accept any claims for misuse or omission of a code.

If you would like to stay updated on all the "great deals" on NOTSHY products, please subscribe to our Newsletter.

 

How does sponsorship work? 

How does sponsorship work? 


For the sponsor : 

To sponsor one of your friends or family, nothing could be easier! Go to the sponsorship section of your customer account and enter the e-mail address of the person you wish to sponsor to offer them €20 on their first order over €250.

For the sponsored person: 

You will receive an email from your sponsor with your code to be added when you create your account, in the dedicated "are you sponsored?" box. 
Once received; 

      - Go to nostshycashmere.com
      - Add the products of your choice to your basket and click on "validate my order 
      - Identify yourself with your e-mail address 
      - Click on "Are you a sponsored customer? 
      - Enter your referral code received in your email 
      - Click on "finalise my order 

Your €20 voucher has now been applied to your basket.

DELIVERY & ORDER TRACKING

What are the types, prices and delivery time ?

For orders in mainland France, we offer the following delivery methods:
DELIVERY METHODS  DEADLINES TARIFFS
Standard home delivery with Colissimo signature 2 to 4 working days* 8 €
Free for orders over 250 euros
Standard Pick-up point delivery Colissimo 6,50 €
Free for orders over 250 euros
Delivery in NOTSHY stores Free 
 
Chronopost express home delivery
1 to 2 working days* 11 €
 
For orders to the European Union, we offer standard Colissimo home delivery with signature and pick-up point:
 
Delivery country  DEADLINES TARIFFS
 
Belgium, Germany, Luxembourg, Netherlands
3 to 5 working days* 10 €
 
Austria, Ireland, Portugal, Spain, Italy, Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Sweden, Slovakia
12 €
 
Bulgaria, Croatia, Cyprus, Finland, Greece, Malta, Romania
16 €
 
For orders to Switzerland, we offer standard Colissimo home delivery with signature and collection point:
 
Delivery country DEADLINES TARIFFS
 
Switzerland
3 to 5 working days* 12 €
 
For international orders, we offer Fedex express home delivery:
Delivery country DEADLINES TARIFFS
United Kingdom
3 to 5 working days
25 €
Norway 35 €
United States and Canada 45 €
Singapore, Hong Kong, Japan and South Korea 55 €
United Arab Emirates, Qatar and Australia 65 €
 
We inform you that taxes and customs duties may be applied to your order by the customs services of your country.
 
*Order preparation and delivery times may be extended by up to 10 days during sales operations.
 

Is it possible to have my order delivered in store ?

To date, in-store delivery is only available in the following NOTSHY stores: Aix-en-Provence, Auteuil, Boulogne, Courcelles, Deauville, Neuilly, Nice, Passy, Saint-Dominique, Saint-Tropez, Sèvres and Strasbourg.

To use this service, simply put the items in your shopping cart, then at the delivery stage choose the "In-store delivery" option.
You will then receive a confirmation of delivery within 2-3 days and a confirmation once your package is available in store.

To collect your package, you will need to present the order confirmation email and the buyer's ID.
You have 7 days to come to the shop.

Do you ship to international destinations ?

We deliver well to the Internatinal, we offer Fedex express home delivery:
 
Delivery country DEADLINES TARIFFS
United Kingdom
3 to 5 working days
25 €
United States and Canada 45 €
Singapore, Hong Kong, Japan and South Korea 55 €
United Arab Emirates, Qatar and Australia 65 €

Subscribe to our newsletter if you wish to be informed first hand of any changements.

 

How to track the shipment of my order ?

When your order is shipped, you will be notified by email with the tracking number of your package.

- Delivery to a pick-up point : Indicate the tracking number of your parcel sent by e-mail when it was shipped and follow its transit here.
  You will be informed by e-mail once your order is delivered to the withdrawal point.

- Home delivery: Fill in the tracking number of your package sent by e-mail when it was shipped and follow its transit here.

- Express delivery: Enter the tracking number of your package sent by e-mail when it was shipped and follow its transit here.

You also have the possibility to track your order in your My Account / My Orders section.

 

What is the processing time of my order ?

The preparation and shipment of your order is made within 24 to 48 hours for orders with Standard delivery, excluding weekends, holidays and the festive season.

Depending on the flow of orders, it can be delayed. Do not hesitate to contact our Customer Service for more details.
 
For Express deliveries, the preparation and shipment are done within 24 hours, excluding weekends, holidays and the festive season.

 

I have not received my order yet, why ?

You can check at any time the processing of your order in your "My Account" space and find the tracking number to follow its transit.

There are several reasons why your order may not have been delivered :

- If you have not yet received a shipment confirmation email for your order, it means that your order is still being processed. If we are having an issue with your order, you have most probably been informed about it.
 
- If you have received a shipment confirmation email for your order, we suggest you verify the tracking number sent by email.

Is your package marked as delivered?  Please make sure that no family member, neighbor, or guardian has taken the parcel for you. This is a very common situation we encounter.

Your parcel has been in transit for more than a week? It is being returned to the sender or has not been received by one of your relatives, neighbors or guardians ?  Please fill in the form below:

The tracking number for my package does not work, what should I do ?

If the tracking number of your parcel is invalid, please contact our customer service at serviceclient@notshy.fr or by phone at +33 (0)1 76 27 84 97, from Monday to Saturday from 7am to 9pm.

 

What if I am absent when the order is delivered ?

If you were absent during the delivery of your parcel, the carrier will leave a notice of passage in your mailbox specifying the day and time of passage as well as the address where you can collect your package. 
You will have to collect your parcel with the notice of passage and your identity card. 

Beyond the 15 day limit, your package will be sent back to us.

   
 

My delivery address is incorrect

First of all, we thank you for your order.

An error in your address has been identified according to the following cases:

- Your tracking says Parcel is returned to sender due to reasons such as "Incomplete address" / "Incorrect address" / "Do not reside at the address stated".

- Your order has already been shipped and you have noticed an error in the delivery address, rest assured, it will be returned to us within 1 to 2 weeks due to an incorrect or incomplete address.

- Your order is being prepared and you have noticed an address error.

Please fill in the form below and to precise your correct address or your complete or new delivery address.

If the residence is a recent structure, we suggest you check with your post office beforhand that the address is up-to-date and/or that you need to fill another official or a temporary address.

 

My order is stated as delivered on the carrier website but I did not receive it

First of all, we thank you for your order.

Before proceeding to the investigation procedure with the carrier, please make sure that no member of your family, neighbor, or guardian has received the package for you. 
This is a situation that we encounter frequently.

If you were absent for more than 7 days, it is also possible that the parcel was returned to us after the retention period of the parcel in your post office was exceeded. Your tracking will then indicate "Package returned to sender / Package not claimed".

If these verifications have already been made, please fill in the form below in order for us to open an investigation with the carrier or to process your parcel as "return to sender".
Indeed, all our orders are delivered with signature, we will check that the delivery note has been signed in order to try to identify the recipient of the package.

 

What should I do if my package is not found ?

If you still have not received your package after the delivery time limit, we sugest you contact our Customer Service so that your request can be processed as quickly as possible.

The Customer Service will ask you for a handwritten certificate of non-receival of your parcel as well as a copy of your identity card in case of a lost parcel or a delivery dispute with the carrier. 
We will then open an investigation and our Customer Service will contact you after this inquiry in order to proceed with a refund if necessary.

We invite you to contact our customer service at serviceclient@notshy.fr or by phone at +33 (0)1 76 27 84 97, from Monday to Saturday from 7am to 9pm.

 

RETURN & REFUND

What are the requirements for returning a product ?

If you wish to return your items, please note the following conditions of return : 

-The return must be made within the time limit of return imposed
-The article must be clean, not washed, or damaged
-The article must be returned in its original packaging
-The label must be intact and attached to the product

*For the holidays, items purchased from November 20, 2023 onwards can be returned until January 14, 2024.
 

How to make a return ?

You have 14 days from the day of reception of the parcel (the date of the delivery being taken as proof) to return items to us.

To return an item, please follow the steps below:

1. Log on to your personal account in the "Orders" section. 
If you placed an order as a guest, you will need to create an account to find your orders and make a return.

2. Identify the order you wish to return and click on "View Order" to see the details.

3. Once on the order details, click on the "Return" button

4. Follow the instructions by indicating the items you wish to return and the reason for returning them, then click on"ok".

5. a. For a return from Metropolitan France, print the return label provided and add it to the package with the items you wish to return.
Print and stick the Colissimo return label on your parcel and drop it off at the post office.
We advise you keep your proof of deposit, it will be essential for any request to our Customer Service in case of loss of traceability of your return.

For returns made from Metropolitan France, please contact our customer service who will provide you with the return label.

5. b. For a return from other countries, print the return form provided and insert it in the package with the items you wish to return.
The return fees at the customers expense for returns from other countries than Mainland France.
You can send the parcel with the carrier of your choice to the address below: 

MCC – NOTSHY
E-COMMERCE
Eco parc de Gennevilliers
145 rue des Caboeufs
Lot C5
92230 Gennevilliers
France

We highly recommend that you make your return through the national transportation company and that you keep your proof of deposit. The proof of deposit certifies that your package has been taken care of by the national transportation company.It is required for any request to our customer service in a case where the traceability of your return is lost.

 

By what means of payment am I refunded ?

You will be refunded upon reception and validation of the returned products by the means of payment that you used for your order. 

If you made the payment with Paypal, the amount will be credited back to the associated bank account.

 

How much does it cost to return a product ?

For a return made from Metropolitan France, the return shipping fees are free. (Excluding ARCHIVES Sale​)

For a return from other countries, the return of the product is at the customer’s expense. 

We highly recommend that you make your return through the national transportation company and that you keep your proof of deposit. The proof of deposit certifies that your package has been taken care of by the national transportation company. It is required for any request to our customer service in a case where the traceability of your return is lost.

In the case of a logistical problem or a reception of defective products, we suggest you contact our Customer Service at serviceclient@notshy.fr as soon as you receive your order so that we can find a solution.

 

Are the delivery charges refunded after a return ?

Delivery charges are not refunded except in case of a logistical error from our side or for the reception of defective items.

If that is the case, we invite you to contact our customer service at serviceclient@notshy.fr or by phone at +33 (0)1 76 27 84 97, from Monday to Saturday from 7am to 9pm, as soon as you receive your order so that we can come to a suitable solution.

 

Will the refund be effective if the credit card used has expired ?

We refund the amount on the bank account associated with the credit card used at the time of purchase.

If the expiration date of the card has expired, your new card will be automatically associated to your bank account, and you will be able to receive your refund. 

Likewise, if you made the payment through Paypal, the amount will be credited back to the assigned bank account.

 

Is it possible to return a NOTSHY item that was not purchased on the notshycashmere.com website and vice versa ?

We only accept the return of products purchased on our website. If you intend to return an item bought in store, we suggest you contact the store where you made the purchase. 

You will not be able to return an article purchased from our website in a store.

Subscribe to our newsletter if you wish to be notified in advance about any changes in our return procedures.

 

How soon will I be refunded ?

You will be reimbursed within 3 to 12 working days following the reception of your return. Your refund will be notified by email.

You will be refunded on the same means of payment that you used to place your order.

 

I received my order but it has one or several damaged items

We thank you for your order and we apologise for the inconvenience.

If you find a defective item upon reception of your order, we invite you to contact our Customer Service in order to find the proper solution to your problem.

The following information should be communicated to our Customer Service :
- Order reference and date of purchase 
- Reference of the defective product (the reference is indicated on the product tag) 
- Photos of the product laid out flat of the defective item and the damaged spot

You can reach our Customer Service by email at serviceclient@notshy.fr, from Monday to Saturday from 7am to 9pm.

Upon reception of these details, your demand and the products will be examined by the NOTSHY quality department.

If your products are considered as defective, we will proceed to the return of the items and you will be refunded within 3 to 12 working days upon reception of your package in our warehouse. 

 

How to proceed if I wish to have an item altered ?

We do not currently provide alteration services.

Subscribe to our newsletter if you want to be informed in advance of any changes in our services.

 

I received my order but one of the items does not match my order

We thank you for your order and we sincerely apologise for the inconvenience.

If you notice an item that does not conform to your order upon reception of your package, we recommend you contact our Customer Service in order to find the most suitable solution.

You can report any conformity problems of the received products within 72 hours from the date of reception of your order.

To take your demand into account, please fill in the form below by specifying the product reference purchased (you can see it in your invoice) as well as the one you received instead (the reference will be on the product label).

 

I did not receive a return label in my package, how can I send it back ?

The return label is available in the section « My orders » on your customer account. 

In order to return your order and receive your return slip, we suggest you follow the steps of the question "How to make a return?" of our Q&A.

 

Why have I not received my refund ?

Usually, upon reception of the return in our warehouse, a refund is made on the bank account associated to the credit card you used for your purchase.

For incomplete orders, a refund is automatically made on the bank account associated to the credit card you used to make your purchase.

The refund should appear on your account within approximately 3 to 12 business days, once the product returned is received in our warehouse or as soon as the incomplete shipment is made.

We kindly ask you to check your credit card statement beforhand. Please also consider the deferred refund period if you used a deferred payment card at time of purchase.

If you have not been notified of your refund after these verifications, we invite you to fill in the form below so we can open an investigation.

 

Is it possible to exchange one or several items ?

Currently, you cannot exchange a product purchased online on our site. Therefore, you must return the products for a refund and place a new order.
We invite you to order the desired product as soon as possible.

For further information on returning a product, please refer to the answer to the question "How to make a return?" in our Q&A.

 

PAYMENT

Can I pay by cheque or by phone ?

For optimal transaction security, our website can only accept online payments by credit card.
You cannot order by cheque or by phone.

 

Is it possible to pay in multiple installments ?

With Alma, we offer the possibility to pay for your purchases in several times without additional costs for any order from a value of 250 €, to Metropolitan France. 
By validating the payment, you accept the Alma Terms of Use and you confirm that you have read the Alma Privacy Policy. If necessary, you can write to Alma: PAIEMENT@GETALMA.EU

I want to pay in installments, how to do?

On the checkout page, select “2X or 3X with Alma”. You will then be redirected to a payment page where you will need to enter your bank details as for a standard payment. You will find a summary of your upcoming deadlines. You will then receive a summary email with the calendar of your deadlines and a reminder email 3 days before each deadline.

I want to get a refund but I paid in several times with Alma, what should I do?

As with other orders, if you wish to return all or part of your purchases to us, we will refund your items through Alma, in accordance with our General Terms and Conditions of Sale relating to returns.
If you return your entire order, it will be fully refunded
If you return part of your order, your payment schedule will be updated. You will be notified by email by Alma

You also have the possibility to pay in 4 times without charge, with Paypal for an order amount ranging from 30 euros to 2,000 euros.
Learn more
 

Can I pay by credit or by gift card ?

We do not accept gift cards as a means of payment and credit notes are only accepted in NOTSHY stores.

 

What payment methods are accepted ?

It is possible to complete your purchases online by the payment methods below: 

For all countries:

- Credit card (Visa card, Mastercard, Amex) 
- Paypal
- ApplePay 

We also provide additional payment methods.

For Germany and Austria:

- Sofort
- Giropay

For Belgium:

- Bancontact

 

What if my payment is declined ?

If your payment is declined, you will receive a confirmation email of the payment error.
In that case, we invite you to place another order. Be assured that you will not be charged for this order.
However, if you have been charged, we sincerely apologise and we invite you to contact our customer service as soon as possible at +33 (0)176278497 or by email at serviceclient@notshy.fr, from Monday to Saturday from 7am to 9pm.

What should I do if I cannot pay ?

You're experiencing difficulties in making your purchase?  

We invite you to verify if :

- You have entered your bank details correctly 
- If your web browser has not saved any old bank details by default 
- Attempt to use several browsers and other devices than the one you usually use 
- Also verify that your bank is not refusing your purchase.

Otherwise, we invite you to contact our customer service and they will be able to assist you. 
 

Is it possible to have the tax refund ?

We do not propose any tax refund on our website.
The taxes are adapted and integrated according to the country where the client lives. The tax refund is only specific to the NOTSHY stores.

When is my bank account debited ?

As soon as your order is confirmed and notified by e-mail, the bank debit is made instantly
 

Is the online payment secure ?

For your information, all your order and payment data are sent encrypted via SSL protocol from your computer to our banking partner's electronic payment terminal. This means that none of your banking information is transmitted on our website.

Credit card payments are therefore 100% secure. Your order will be registered as soon as our banking partner accepts your payment. You can verify the security system.
To do so, you'll see a closed padlock, the symbol of security, at the bottom of the page.

Pay online with confidence.
 

STOCK & PRODUCT

Are your items available in stock ?

Once you are able to add a product to your shopping cart, this means that we have the item instore.
All the products displayed on our e-shop are available for sale.

When an item is not available, this information is indicated on the product sheet.
Nevertheless, it is possible to be alerted by e-mail about the next availability of the article by clicking on "Notify me of its availability". You will just have to fill in your email address and click on "Ok".

Subscribe to our Newsletter if you want to be informed in advance of any product arrival and not to miss our offers.

 

Are your pictures conform to your products ?

All product photos are taken by qualified professionals in order to offer a product image that is as close to reality as possible.
 
However, if there are differences between our product photos and the real product, we would be grateful if you would let us know so that we can improve their presentation. 
If an item deceives you compared to the photo on our site, please note that it is possible, for certain products, to send it back to us and have it refunded.

 

Will there be restocks of out of stock products ?

Our pieces are produced in limited quantities. 

We may occasionally have a restock of our products.
When an item is marked as being out of stock, we will have no information about its future availability.  

However, it is possible to be alerted by e-mail of the future availability of the article by clicking on "Notify me of its availability". All you have to do is enter your email address and click on "Ok". 
Naturally, you can contact our Customer Service for more information.

If you wish to know the availability of a product in a store, we invite you to check the details of the store concerned by going to the "stores" section on our website.   

Subscribe to our Newsletter if you want to be informed in advance of any product arrival and not to miss our offers.

 

Which size should I choose ?

On our product sheets, you will find a size guide (next to the size indicator).

We suggest you consult the description section of the product sheet for more information on the cut, length and fit of the product.

 

Where does NOTSHY cashmere come from ?

Our cashmere comes from Inner Mongolia, where the Capra Hisca goats that produce cashmere are raised.
The cashmere is produced in total respect of the goats which are raised in the open air in their natural environment. The Cashmere is collected at rhythm of its life cycle,which is once or twice a year. 
 
There, the weather is perfect and the altitude is high, which allows us to offer you a superior quality and a unique savoir-faire.

 

How to maintain my cashmere ?

Follow these 4 steps to maintain your cashmere products in the washing machine :

1. Select a cold program (or 20° max).
2. Set the spin intensity to minimum (or no spin).
3. Place your cashmere in a wash net.
4. Use a special wool detergent.

Do not use bleach or tumble dry your cashmere.  

We recommend to dry your cashmere in a natural way on a clean towel, taking care to respect the shape of the garment.
If you wish to iron your cashmere, we recommend that you place a damp cloth between your cashmere on the reverse side and your iron on the wool setting. Ideally, a steamer can be used.

 

Is there a price difference between the NOTSHY stores and the notshycashmere.com website ?

Here at NOTSHY, we want to guarantee the same prices on our website and in all our NOTSHY stores.
However, between the NOTSHY France and Switzerland stores, the timing of the commercial offers can be different.

 

Is it possible to order in-store?

Can't find your size or a colour in the store? Our sales assistants will order it for you and it will be delivered to your home.

To date, the order-in-store is available in the following NOTSHY stores: Auteuil, Courcelles, Sèvres, St-Dominique, Neuilly, Boulogne, Passy.

Is it possible to reserve my item in the shop from the website?

Do you want to try it out in a store before you decide to buy? Book your product online for free in the store of your choice and complete the purchase once you are there.

At the moment, the e-reservation in store is available in the following NOTSHY store: Auteuil, Courcelles, Sèvres, St-Dominique, Neuilly, Boulogne, Passy

Make a reservation for the item of your choice on its online product sheet.
You will receive an answer within 2 hours from the store.

Following the confirmation of availability of the store, you will receive an email to inform you that you can pick up your item.
You have 2 days to come to the store.

SECURITY & PRIVACY

What data are you collecting and how ?

The data we collect and use depends on the products, services and features you are interested in. 
We collect data in a secure and confidential manner in order to optimize your customer experience. This data is collected when you:

- Create your customer account, 
- Fill in the information fields to make a purchase,
- Subscribe to our newsletter,
- Contact our customer service,
- Or use our website.

The personal data that we collect or that you decide to provide to us, includes in particular: 

- Your personal details, such as your first and last name, e-mail, telephone number and delivery and billing address,
- User and account data including your password and unique user ID,
- Personal data such as your date of birth, your online or in-store purchase history, your written or telephone exchanges with our Customer Service department,
- Data associated with your browsing on our website, allowing us to identify and locate your connection terminal or the pages consulted on the website. 
-The data collected includes cookies, IP address, browsing history, type of terminal and browser, your location, browser language and access provider.
- Data related to your personal preferences regarding newsletter subscription, wishlist, marketing and cookie preferences.

 

What is the personal data used for ?

The data collected during your purchases allows us to ensure the delivery of your ordered products, the management of the customer relationship and your possible complaints as well as the management of the requests related to the exercise of your rights on personal data.

Your data may also be collected when you give us your consent for the purpose of improving our customer service in order to provide a unique customer experience. 
With your consent, you will be able to receive our newsletters, personalized offers and you will also be able to benefit from a personalized browsing experience based on your purchase history, your navigation on the website or even dedicated advertising offers on third party media.

Finally, for legitimate purposes, other data is collected to, for example, enable access to and use of our site or to track online activity in order to improve the quality of our services and enhance your experience.

 

With who do you share the collected data ?

Your data is mainly used by NOTSHY.

However, NOTSHY may share your data with external partners or recipients to enable the proper functioning of the website, the management of your transactions and payment security, the shipping and delivery of your products, the organization of customer service, hosting, administration and management of your data, the distribution of e-mails or the management of the brand and product promotions through our advertising providers.

If necessary, your data may also be transferred to a third party in order to comply with a legal obligation.
We determine the recipients of your data based on their competence in data security and privacy.

 

Is the data collected shared with other countries ?

To improve our website and our services, your data may be collected outside the European Union by our suppliers or service providers.

 

What are my rights regarding this data ?

In compliance with the regulations in force, you have various rights regarding your personal data. These rights can be exercised directly and at any time by contacting us by email at serviceclient@notshy.fr by specifying the reason of your demand and the right you wish to exercise. 

The rights you benefit from are as follows:

- The right of access 
- The right of correction 
- The right to erasure 
- The right of objection
- The right to portability or information

To delete your customer account, all you have to do is to send us your request to our Customer Service.

You also have the right to withdraw your consent, at any time, for any processing that is based on consent. To unsubscribe from our newsletter, click on the unsubscribe link present on every email.

 

Where to contact NOTSHY about data protection ?

For further information on the protection of your data, please contact our Customer Service at +33 (0)1 76 27 84 97 or by e-mail at serviceclient@notshy.fr, from Monday to Saturday from 7am to 9pm.

 

ONLINE ASSISTANCE

I cannot log into my account / I forgot my password

If you are a customer on our website, and you have filled your shopping cart and you wish to place and order, we invite you to log on to your account by entering your email address and your password.

If you have forgotten your password, you can reset it by email. On the login page, you have to click on «Forgot your password ? », then, an email allowing you will be sent to your inbox.  
The email may take a few minutes to send. If you haven’t received it, we invite you to check your spam or unwanted mail.

If you are not yet a customer on our website, you need to create an account first. Then you will have to provide some information such as your email address. 

If you are still experiencing difficulties logging in, please contact our Customer Service by phone at +33 (0)1 76 27 84 97 for assistance.

 

How can I change my password ?

If you want to change your password, please click on "My Account" and then on "Information". You can then choose a new password.

 

I cannot place my order

If you encounter any difficulties in placing an order, we invite you to follow the following procedures:
 
- Check that your email address is valid and that your password is up to date and has not been changed by you
- Use a different browser than the one you usually use (Safari, Firefox, Google Chrome)
- Try other devices than the one you usually use (desktop or laptop, tablet...)
 
If you have trouble placing an order despite our advice, we invite you to contact our Customer Service using the form below.                                                     
 
In order to identify your problem and solve it, we invite you to send us the following information:
- When did you encounter this problem? (Date, time)
- At what stage of your customer journey did the problem occur? (When logging in to your account, during payment...)
- Did you receive an error message? If so, which one?
- What device did you use? (Computer, tablet, phone...)
- What is your browser (Google, Safari, Firefox...)


 

Why is my email address refused when creating an account ?

In order to guarante the reception of order confirmation e-mails, we systematically proceed to a check of the validity of your e-mail address during the creation of your customer account.
 
We therefore recommend that you make sure you provide a valid e-mail address when you register. An address may be considered "invalid" if the domain name (the part of your address after the "@") is unrecognized, unreliable or incorrect.
It is also possible that the part before the @ is prohibited because it is considered to carry a certain risk of making the e-mail go to spam.
 
For more information, please contact the Customer Service.
 
 

How to create and make a wishlist ?

In order to satisfy your needs when shopping online, we have put in place an option that allows you to make a selection of products that you can then find at any time in your customer account. You must have or create a customer account on our site beforehand.

From the product page
You just have to go to the product sheet and click on the "Heart" icon in the upper right corner.

From the shopping cart 
In your shopping cart, you can find your Wishlist and click on "Move to my Wishlist" to add the desired product to your cart. To see this button, you must already be logged into your account.

In your " My account " space 
In the "Wishlist" section of your account, you can easily see all your products, transfer part of your selection or all your products to the basket or even share it by e-mail.

Please note that products are not reserved.

 

Can I cancel or change my order ?

You can cancel your order within 1 hour after your order confirmation by contacting our customer service. After this time, the cancellation request won't be possible.
We invite you to contact our services as soon as possible with your order reference, which you will find on your order confirmation email. 
 
Concerning the modification of your order, it is impossible once the order is validated. However, you can change the delivery address depending on how far along your order is in the shipping process.
We invite you to contact our customer service for further information.

 

What should I do if I haven't gotten the confirmation email of my order ?

You have not received your order confirmation email yet? We invite you to check if it is not in your "undesirable" or in your "spam".
If after verification, the email is not in your mailbox, you can contact our Customer Service at serviceclient@notshy.fr or at +33 (0)1 76 27 84 97, from Monday to Saturday from 7am to 9pm.

 

How can I get my invoice ?

We place your invoice in your parcel during the preparation of your order. 
You can also find it directly on your account in the "Orders" space.

 

Is it possible to add items to my order ?

It is impossible to modify your order once it is validated for technical and logistic reasons.
We therefore encourage you to place a new order for any other products you may need.

 

How to find our NOTSHY stores ?

You would like to contact or have more information on our NOTSHY stores? We invite you to click on the "Shops" section at the top right of our site.
Alternatively, you can click here.

 

Can I order as a guest on the website ?

You are not required to create a NOTSHY account to place an order. You can therefore order by entering your personal information without creating an account.

 
 
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