Frequently Asked Questions
Do you deliver worldwide?
We deliver to many destinations worldwide by courier. Please note that all orders require a signature upon delivery, and you may be subject to extra charges depending on Customs and Import regulations relating to your delivery address. You are advised to check with your local regulations as they are subject to change at any time. If you decide to refuse any shipments from nonnon.co.uk, you are responsible for the original shipping charges, any duties, taxes and/or customs charges that are incurred on the package and the cost of returning the package to nonnon.co.uk. This amount will be deducted from your merchandise refund. Any additional customs clearance charges must be paid by you; nonnon.co.uk has no control over these charges and cannot predict what they may be.
When will my order be posted?
In stock items
All orders placed before 12:00 UK local time, Monday to Friday will be dispatched that day, all other orders will be dispatched the next working day. However, orders are not delivered on Saturdays and Sundays.
The dates we give for pre-order dispatches are estimates however it is very unlikely we would dispatch after this date as they are pretty accurate. We will ship your order as soon as we receive stock into our warehouse.
What size should I order?
Please refer to our size guide for assistance.
We generally recommend that if you are in anyway unsure you go up a size as our shoes are made to fit your foot closely.
How can I pay?
We accept Visa, Mastercard, Maestro, American Express, Delta and Electron. We also accept PayPal.
When will I pay?
Payment is taken when you place your order whether it is in-stock or a pre-order.
If you are buying from outside the UK, your credit card will be debited in UK pounds and your credit card company will exchange it into your home currency at the time of the transaction.
Please note that prices shown in € (EUR) and $ (USD) are indicative only and the actual amount you pay will depend on the exchange rate at the time of purchase and your credit card provider.
What about VAT?
Prices are shown inclusive of UK VAT at 20% where applicable. Nonnon.co.uk pay all VAT where due direct to UK customs.
For deliveries outside of the UK, you may be required to pay any applicable sales tax, or Customs import duty in your own country.
Why has my payment been declined?
For your own protection we take card security very seriously. Card payments can be declined for a variety of reasons. Usually the reason is the address / postcode / CV2 (three digit security code) number does not match correctly.
- Check your card is not out of date
- Check all address and card date details are correct
- If the problem persists please contact your bank or card issuer.
Why am I asked for additional bank security if I pay with my debit card?
All UK Banks require that online retailers use 3D secure with all debit cards - It is a bit of a pain but very good to protect your personal card security online. It will probably become mandatory with all credit cards in time.
How can I contact you?
Please refer to the 'Contact Us' page.
How do I cancel my order?
Please contact us stating your order number.
What is your returns policy?
We accept the return of products within 28 days of shipping, provided the products returned are in their unused, original condition and in the original packaging.
This does not affect your statutory rights.
If you have received an incorrect or faulty order, please email the Customer Service Team quoting your order number so they can assist you in resolving the problem firstname.lastname@example.org.
If you would like to return product/s for a refund or exchange, please complete the Returns Advice Form which you will find on the reverse side of your invoice and include it with your returned order so we can process your return quickly and correctly.
In the event that you no longer have the Returns Advice Form included with your order please email the Customer Service Team.
- Please be advised that if you do not use a tracked postage service we cannot be held responsible if your parcel fails to reach us.
- Please retain your postage receipt until your return has been processed and you have received your exchange order or a refund.
- Please note: If you are returning your order from outside of the European Union, we cannot be held responsible for customs issues. Any charges will need to be paid for by the customer.
- You will be responsible for the cost of return postage. However, we do not charge to post your exchange request product/products.
- When you believe you have received an incorrect size please be aware that the UK size is not shown on the sole of the shoes.
Snowmann Ltd, Unit C, 690 London Road, West Thurrock Essex RM20 3LD
Please note this is our warehouse address - If you wish to contact us for any reason please use the contact form as the warehouse staff can not help with customer service issues.
If you have any other queries please visit the Contact Us page.