Help

1.FREQUENTLY ASKED QUESTIONS

  • First of all, thank you for your order! It's really easy to track it: log into your account using your email address and your personal password. Then just go to the tab "My Orders", look for the relevant order and click "Track Delivery". Please note that when your order is shipped, we will send you a link to track your parcel.

  • It is not currently possible to cancel or change an order. In fact, your order is sent to our warehouse for preparation as soon as payment has been accepted. This way, we can deliver your parcel without undue delay. However, if you still want to cancel your order, you can reject your parcel upon delivery. It will then be sent back to our warehouse and you will receive a refund.

  • To return your order, we invite you to follow these steps:
    - Log into your account using your email address and your personal password;
    - Click on the "My Orders" and look for the relevant order and click "Return request";
    - Complete your return request by specifying the reason and the amount of each article;
    - Confirm, then print your return slip and place it inside your parcel. The return address is specified on it.

    We would like to remind you that you must pay for the return.

    You have a legal period of 14 days from receiving your parcel to formulate your return request.

  • Don't panic! If your order has a "blocked" status, we invite you to place another order, as this could be due to a payment incident. Your order will still appear in your history.
  • In order to use your promo code, please indicate it on your basket's confirmation page, in the "Advantage Code" box, and click OK. Your promo code will be automatically applied.
  • If your order has arrived incomplete, contact our Customer Service Department on +33 1 80 06 98 81 (Monday to Friday from 10 am to 6 pm, only in English) or by clicking here Specify your order number and the missing items. We will get back to you as soon as possible!

  • Once your parcel has been received by our warehouse, your refund will be made within 15-20 days directly to the payment card used to confirm your order.
    If you have a deferred debit card, the refund will take place under the same conditions as your usual debits.

2.MY NAF NAF ACCOUNT

  • To create your account at the online NAF NAF store, enter the required details in the relevant fields, including your email address, which will become your username, by clicking here

  • Changing your password or your billing details is really easy. Click on "my account" and enter your username and password. Once you are logged in, you can view and modify your personal information.

  • When you click on the forgotten password, please complete the email address which was used to create your account. Your password will be sent to you instantly by email. Be sure to check your junk or spam folder in case you do not receive it.

  • Subscribe to the newsletter of the online NAF NAF store by registering your email address in the newsletter section at the bottom of the page. You'll never miss any of the news and exclusive offers from NAF NAF ever again. We won't need to tell you twice...

  • You can unsubscribe from the newsletter just by clicking on the unsubscribe link found at the bottom of the newsletters that you receive. You can also do it in your account, in the section "My subscriptions". Do not hesitate to contact us if you encounter any difficulties.
  • The details that you provide to make your order are only used in the context of our sales relationship. This information can in no way be shared with third parties or sold. You have the right to object to, access, rectify, and delete any of your personal data in accordance with the provisions of EU Directive 2016/679 of the European Parliament and Council of April 27, 2016, of the national legislations of European Union member states, and of the French Data Protection Act (loi Informatique et Libertés) no. 78-17 of January 6, 1978 and no. 2004-801 of August 6, 2004. Regarding your banking information (bank cards), they are only used for your payment at our Adyen secure payment partner. We do not keep any of your banking details.

  • You can see items that you have added to your basket for a period of one year (depending on available stock), by respecting the instructions below:
    - Log in from the same computer,
    - Use the same browser,
    - Use the same URL: https://www.nafnaf.com/en_eu/,
    - Log in with the same customer account

  • You can contact our Customer Service Department by email by clicking here or by telephone on + 33 1 80 06 98 81 (Monday to Friday from 10 am to 6 pm, only in English).

3.ORDERS

  • To place an order on the NAF NAF store, simply browse the website by viewing the products offered under the different category. You can browse by item type or by sector. Choose the articles that you wish to buy by clicking on "Add to cart". Once the products are in your cart, you can check its content by clicking on the cart, then be guided by clicking on "Order". Your order is prepared between 24 to 48 working days in our warehouses, then sent to the carrier depending on your delivery method and the country that you selected. The delivery times are then between 2 and 4 days after the order is sent to the carrier.

  • All orders are prepared and shipped within 48 hours (depending on the available stock). An email will be automatically sent to you once your order has been shipped.

  • If you have not yet received your order and your delivery period has expired, we ask you to check your email inbox and spam folder. It is highly likely that you have received an email informing you that the order has left our warehouse. You can track the status of your order in the section "My Orders" in the "My Account" section.

    Please note that during sales periods, the delivery periods may be slightly longer.

  • First of all, we’d like to thank you for placing an order with us! To track your order, just log into your personal account using your email address and password, then click on the thumbnail “My Orders”. From there, find the order you want to track and click on “Track my delivery”. We’d also like to inform you that you’ll be sent an email containing a link to the “Track my delivery” webpage as soon as your parcel is dispatched.

  • It is not currently possible to cancel or modify your order. In fact, as soon as your payment is confirmed, your order is sent to be prepared in our warehouse so that it can be sent to you as soon as possible. However, if you still want to cancel your order, we ask you to refuse your parcel. It will then be returned to our warehouse and we will proceed with your refund.

  • It is not currently possible to modify your delivery address. In fact, as soon as your payment is confirmed, your order is sent to be prepared in our warehouse so that it can be sent out to you as soon as possible. If your address is wrong and the carrier is not able to deliver to you, your parcel will be returned and you will be automatically refunded.

  • You can contact our Customer Service Department by email by clicking here or by telephone on + 33 1 80 06 98 81 (Monday to Friday from 10 am to 6 pm).

4. WHAT ARE THE ACCEPTED PAYMENT METHODS?

    • We only accept payment by bank cards, PayPal, SOFORT or SEPA.

    • You can use the following payment methods at the NAF NAF e-store: Visa, Mastercard, Maestro and American Express.

    • The online NAF NAF store. The online NAF NAF store uses the Adyen e-Commerce solution, recognised by the main players in the financial world. It has been developed so that you can make your payments in an ergonomic and user-friendly environment, with optimal security and respect for your privacy. Adyen e-Commerce is the payment solution adopted by several thousands of online e-commerce websites. You will recognise these sites thanks to the words Payment secured by Adyen, which is displayed on the payment page.

    • Don’t panic! If your order status is “blocked”, please reorder your items. There may have been an issue with payment. Your order will continue to appear in your order history.

    • Check the validity date of your discount code. Ensure the case is correct and enter the code without spaces. Try emptying your computer's cache. If you code works, some text will be displayed to indicate that your coupon has been taken into account. The codes are not cumulative: if you have several, only one of them may be used when ordering. Having followed these procedures and if the code does not work, do not hesitate to contact the NAF NAF online store customer service by email by clicking here
    • You can contact our Customer Service Department by email by clicking here or by telephone on + 33 1 80 06 98 81 (Monday to Friday from 10 am to 6 pm).

5.DELIVERY

      • Delivery method Country of delivery Shipping charges Shipping date (working days)
        UPS The Netherlands 12 € 3-5
        UPS Germany 12 € 3-5
        UPS Austria 16 € 3-5
        UPS Danemark 20 € 3-5
        UPS Ireland 16 € 3-5
        UPS Sweden 20 € 3-5
        UPS Greece 20 € 3-5
        UPS Finland 20 € 3-5
        UPS Slovenia 17 € 3-5
        UPS Poland 17 € 3-5
        UPS Hungary 17 € 3-5
        UPS Estonia 20 € 3-5
        UPS Lithuania 20 € 3-5
        UPS Romania 20 € 3-5
        UPS Cyprus 20 € 3-5
        UPS Croatia 17 € 3-5
        UPS Latvia 20 € 3-5
        UPS Malta 20 € 3-5
        UPS Czech Republic 17 € 3-5
        UPS Slovakia 17 € 3-5
        UPS Bulgaria 20 € 3-5
      • First of all, we’d like to thank you for placing an order with us! To track your order, just log into your personal account using your email address and password, then click on the thumbnail “My orders”. From there, find the order you want to track and click on “Track my delivery”. We’d also like to inform you that you’ll be sent an email containing a link to the “Track my delivery” webpage as soon as your parcel is dispatched.

      • Yes! NAF NAF delivers to the entire European Union (except Italy and Portugal). The list of countries eligible for delivery will be given to you after confirming your basket. Warning! Depending on the country and language selected upon arrival at the site, the countries of delivery given are not the same.

      • if you are not home when the delivery arrives, a notification will be left in your letter box. This notification shows the time and the day that the carrier called and the post office where you can collect the parcel. You must then go to the post office indicated on the notification left by the postal worker and some identification in order to take it. You will then have a 14-day period to collect it; beyond that, the package will be returned to us.

      • If you haven’t received your order within the specified delivery period, please check your email account, including your spam folder. You’ve probably received an email telling you when your parcel left our warehouse.
        You can see the status of your order under the heading “My orders” on your account.

      • We invite you to contact our Customer Service Department by email by clicking here or by telephone on +33 1 80 06 98 81 (from Monday to Friday from 10 am to 6 pm, only in English).

      • If your parcel doesn’t contain all your items, please contact our customer services department on + 33 1 80 06 98 81 (Monday to Friday 10am-6pm, only available in English). Alternatively, you can click here.Please state your order number, as well as the items missing. We will get back to you as fast as possible!

6.RETURNS AND REFUNDS

      • There are 2 cases:
        - If your return is due to an error by us, then of course the return postage will be refunded on receipt;
        - Otherwise you must pay for the return.

      • Once our warehouse receives your parcel, your refund will be made within 15 - 20 days directly to the payment card used to confirm your order. If you have a deferred debit card, the refund will take place under the same conditions as your usual debits.

7.TECHNICAL QUESTIONS

      • These emails may be located in your junk or spam folders of your email system; these systems are increasingly sensitive to protecting the privacy of their users by identifying the emails which are not part of your contacts, for example. We advise you to authorise the domain http://www.nafnaf.com/ in the anti-spam tool and/or your email system.

      • If your payment is unsuccessful, check that your card numbers and expiry date are correct. Check with your bank that the payment has not been blocked. For security reasons, the customer service department does not have access to your bank details, but remains at your disposal to guide you.

      • The NAF NAF website is available with Microsoft Internet Explorer 8 or a higher version, as well as all versions of Mozilla Firefox, Google Chrome, Safari and Opéra.:
        - Google Chrome
        - Mozilla Firefox
        - Safari
        - Microsoft Internet Explorer

8. ADVICE & SERVICES BY NAF NAF

    • Our NAF NAF ambassadors are here to give you a quick and personalised response thanks to our online assistance service Toky Woky! To find out more about Toky Woky,click here

    • At NAF NAF, items are available depending on the articles:
      - from 34 to 44 for Women's clothing (French sizes - for more detailed information, please see the size guide)
      - from 36 to 40 for Women's shoes (French sizes - for more detailed information, please see the size guide)
      -from size 1 to 3 for Women's belts (French sizes - for more detailed information, please see the size guide)


    • - The bust circumference is taken horizontally at the fullest point
      - Waist circumference is taken at the natural waistline
      - The hip circumference is measured at the fullest point


      - Clothing

      France/Spain 34 36 38 40 42 44
      Germany 32 34 36 38 40 42
      UK 6 8 10 12 14 16
      Bust size (cm) 82 86 90 94 98 102
      Waist size (cm) 62 66 70 74 78 82
      Hip circumference (cm) 90 94 98 102 106 110

      - XS S M L XL
      France/Spain 34/36 36/38 38/40 40/42 42/44
      Germany 32/34 34/36 36/38 38/40 40/42
      UK 6/8 8/10 10/12 12/14 14/16


      - Footwear

      EU 36 37 38 39 40 41
      UK 3 4 5 6 7 8
      Length (cm) 23 23.6 24.3 25 25.6 26.3


      - Belts

      Size on the third hole (cm) Our size
      80-85 1
      85-90 2
      90-95 3
    • You'll see that it is very simple: call +33 1 80 06 98 81 (Monday to Friday from 10 am to 6 pm, only in English) or by email by clicking here.