Question 1

Does the NOTSHY gift card have any special conditions of use?

Accepted Answer

Yes, the NOTSHY gift card is only valid online on our website, for 12 months from the date of purchase. It can be used once or several times , within the limit of the available amount.

It is neither exchangeable nor refundable.

Question 2

I cannot log in to my account / I have forgotten my password

Accepted Answer

If you are already a customer on our website, have filled your basket and wish to place an order, you need to log in by entering your email address and password.If you have forgotten your password, you can retrieve it by email, on the login page, by clicking on the "Forgotten password?" link.A password reset link will then be sent to your inbox. The email may take a few minutes to arrive. If you have not received it, please check your spam or junk folder.  If you are not yet a customer on our website, you must first create an account. You will need to provide certain information, including your email address.If you are still having trouble logging in, we invite you to contact our Customer Service.

Question 3

How can I change my password?

Accepted Answer

If you wish to change your password, simply click on the "My Account" section and then on "Information". You will then be able to enter a new password.

Question 4

My email address is being rejected when creating an account. Why?

Accepted Answer

In order to ensure that you receive your order confirmation and dispatch emails correctly, we systematically check the validity of your email address when you create your customer account. We therefore recommend that you ensure that you provide a valid email address when registering. An address may be considered "invalid" if the domain name (the part of your address after the "@") is not recognized, reliable, or if it is incorrect. It is also possible that the part before the @ is prohibited because it is considered to carry a certain risk of the email being sent to spam. For more information, we invite you to contact Customer Service.

Question 5

How to create and use a wishlist?

Accepted Answer

To best serve you, we've implemented an option that allows you to select products that you can then access at any time in your customer account. To do this, you must have or create a customer account on the website. From a product sheet Simply go to the product sheet in question and click on the “Heart” icon at the top right. From the basket In your cart, you can find your Wishlist and click "Move to my wishlist" to add the desired product to your cart. To see this button, you must already be logged in to your account. In your “My Account” area In the "Wishlist" section of your account, you can easily view all your products, transfer part of your selection or all your products to the basket or even share it by email. Please note, products are not reserved.

Question 6

What should I do if I have not received my order confirmation email?

Accepted Answer

Haven't received your order confirmation email yet? Please check your junk or spam folder. If after checking, the email is not in your inbox, you can contact our Customer Service at serviceclient@notshy.fr.

Question 7

How do I get my invoice?

Accepted Answer

We place your invoice in your package when preparing your order. You can also find it directly in your account in the “Orders” area.

Question 8

I would like to add items to my order, is this possible?

Accepted Answer

It is not possible to modify the contents of your order once it has been validated for technical and logistical reasons. We therefore encourage you to place a new order for any other products you may need.

Question 9

How to find our NOTSHY stores?

Accepted Answer

Would you like to contact us or get more information about our NOTSHY stores? We invite you to click on the "Stores" section at the top right of our website. Alternatively, you can click here .

Question 10

Can I order as a guest?

Accepted Answer

Yes, 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.

Question 11

What data do you collect and how?

Accepted Answer

The data we collect and use varies depending on the products, services and features you require. We collect data securely and confidentially 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 contact details, such as your first name, last name, email, telephone number and delivery and billing address, - User and account data such as 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, - Data relating to your browsing on our Site allowing us to identify and geolocate your connection terminal or the pages consulted on the site. The data collected includes cookies, IP address, your browsing history, the type of terminal and browser, your location, the browser language, the access provider. - Data related to your personal preferences regarding subscription to our newsletter, wishlist, marketing preferences and cookies.

Question 12

For what purposes do you use personal data?

Accepted Answer

The data collected during your purchases allows us to ensure the delivery of your ordered products, the management of customer relations and any complaints you may have, as well as the management of requests relating to the exercise of your rights regarding personal data. Your data may also be collected when you give us your consent for the purpose of improving our customer service. This allows us to offer you a unique customer experience and a personalized journey. With your consent, you will be able to receive our newsletters, our personalized offers and you will also be able to benefit from a personalized browsing experience based on your purchase history, your navigation on the site or even dedicated advertising offers on third-party media. Finally, in a legitimate interest need, other data is collected to, for example, allow access to our site and its use or track online activity in order to improve the quality of our services and enhance your experience.

Question 13

Who is the collected data shared with?

Accepted Answer

Your data is mainly used by NOTSHY. However, NOTSHY may share your data with external recipients or its partners to enable the proper functioning of the site, the management of your transactions and payment security, the sending and delivery of your products, the organization of customer service, the hosting, administration and management of your data, the distribution of emails or even the management of the brand and product promotions via our advertising providers. If necessary, your data may also be transferred to third parties in compliance with a legal obligation. We select the recipients of your data based on their expertise in terms of data security and confidentiality.

Question 14

Is the collected data sent outside the country?

Accepted Answer

For the purpose of improving our site and our services, your data may be collected outside the European area by our suppliers or service providers.

Question 15

What are my rights regarding this data?

Accepted Answer

In accordance with current regulations, 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, simply stating the reason for your request and the right you wish to exercise. The rights you have are as follows: - The right of access - The right of rectification - The right to erasure - The right to object - The right to portability or information. To delete your customer account, simply send your request to Customer Service. You also have the right to withdraw your consent at any time for any processing based on consent. To simply unsubscribe from our newsletter, simply click the unsubscribe link in each email.

Question 16

How can I contact NOTSHY regarding data protection?

Accepted Answer

For any questions regarding the protection of your data, we invite you to contact our Customer Service by email at serviceclient@notshy.fr.

Question 17

Are your products available in stock?

Accepted Answer

As soon as you can add a product to your basket, this means that we have the item in stock. All products visible on our e-shop are available for sale. When an item is unavailable, this information is indicated on the product sheet. It is nevertheless possible to be alerted by email of the next availability of the item by clicking on "Notify me of its availability". All you need to do is enter your email address and click "ok". Subscribe to our newsletter if you would like to be the first to know about new products and never miss out on our offers.

Question 18

Are your photos contractual?

Accepted Answer

All product photographs are taken by experienced professionals, in order to present you with a product visual that is as close to reality as possible. However, if there are any differences between our product photos and reality, we would be grateful if you could let us know so that we can further improve their presentation. If you are not satisfied with an item due to its appearance in the photo, please note that for certain products, you can return it to us and receive a refund.

Question 19

Will you receive a product again that is no longer in stock?

Accepted Answer

Parts are produced in limited quantities. Occasionally, we may have a restock of our products. However, when an item is notified as out of stock, we will have no way of knowing its future availability. However, you can be notified by email when the item becomes available again by clicking on "Notify me when it becomes available." Simply enter your email address and click "OK." You can of course contact our Customer Service if you would like more information.

Question 20

What size should I choose?

Accepted Answer

On our product sheets, you have a Size Guide (next to the size buttons). We also invite you to look at the description area of the sheet for more information on the cut, length and fall of the product.

Question 21

Where does NOTSHY cashmere come from?

Accepted Answer

Our cashmere comes from Inner Mongolia, where the Capra Hisca goats that produce cashmere are raised. Cashmere is produced with total respect for the goats, which are raised outdoors in their natural habitat, and is harvested in accordance with their growth rate, i.e. once or twice a year.  There, the climate is ideal and the altitude is high, which allows us to offer you superior quality and unique know-how.

Question 22

How do I care for my cashmere?

Accepted Answer

To wash your cashmere products in the washing machine, please follow these 4 steps: 1. Select a cold program (or 20° max) 2. Set the spin intensity to minimum (or without spin) 3. Place your cashmere in a washing net 4. Use a special wool detergent Do not bleach or tumble dry your cashmere. To dry your cashmere, we recommend drying it naturally flat on a clean towel, taking care to respect the shape of the garment. If you want to iron your cashmere, we recommend placing a damp cloth between the inside of your cashmere and your iron on the wool setting. Ideally, you should use a steamer.

Question 23

Is there a price difference between different stores and notshycashmere.com?

Accepted Answer

At NOTSHY, we strive to guarantee the same prices across our website and in all our NOTSHY stores. However, the sales schedule may vary between NOTSHY stores in France and Switzerland.

Question 24

Is it possible to pay by check or by phone?

Accepted Answer

To ensure optimal transaction security, our site only accepts online payments. You cannot therefore order by check or by telephone.

Question 25

Is it possible to pay in installments?

Accepted Answer

With Alma, we offer the possibility of paying for your purchases in several installments without additional costs for all orders from a value of €150, destined for Metropolitan France. By confirming your payment, you agree to Alma's Terms of Service and confirm that you have read Alma's Privacy Policy. If necessary, you can write to Alma at: PAIEMENT@GETALMA.EU I would like to pay in installments, how do I do this? On the payment 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. There, you will find a summary of your upcoming payments. You will then receive a summary email with the schedule of your payments, followed by a reminder email 3 days before each payment. I would like a refund but I paid in installments with Alma, what should I do? As with other orders, if you wish to return all or part of your purchases, 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 to us, 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 option to pay in 4 interest-free installments with Paypal for orders between 30 euros and 2,000 euros. Learn more

Question 26

Is it possible to pay with credit and/or gift card?

Accepted Answer

Yes, you can pay for your order using a NOTSHY credit or gift card. Simply enter the corresponding code in the field provided during checkout.

If the amount of your credit or gift card is less than the total of your order, you can complete the payment using another method (credit card, PayPal, etc.). If it is higher, the balance will remain available for a future purchase.

Question 27

What payment methods are accepted?

Accepted Answer

Here are the payment methods available on our site:

For all countries
Bank Card (Visa, Mastercard, Amex), Paypal, ApplePay, Gift Card, Shop Pay

Austria
EPS

Belgium
Bancontact

Netherlands
Ideal

Poland
Przelewy24

Switzerland
Twint

Interest-free installment payments are also available on our site via ALMA for purchases of €150 or more, for all orders in Metropolitan France.

Question 28

What happens if my payment is declined?

Accepted Answer

If your payment is declined, you will receive a payment error confirmation email. If this is the case, we invite you to place your order again. Rest assured, you will not be charged for this order. However, if you have been charged, we apologize and invite you to contact our Customer Service by email at serviceclient@notshy.fr.

Question 29

What should I do if I can't make my payment?

Accepted Answer

Are you having difficulty making your payment? We invite you to check if: - You have correctly entered your bank details - If your browser has not saved old bank details by default - Try using multiple browsers and devices other than the one you usually use - Also check that your bank does not object to your purchase Otherwise, we invite you to contact our Customer Service who will be able to provide you with assistance.

Question 30

Can I benefit from tax exemption?

Accepted Answer

We do not offer tax refunds on our site. Taxes are adjusted and integrated according to the country where the customer resides and the tax refund is specific to NOTSHY stores.

Question 31

When is my bank account debited?

Accepted Answer

As soon as your order is confirmed by email, the bank debit is immediate.

Question 32

Is online payment secure?

Accepted Answer

For your information, all data from your order and payment is sent encrypted via SSL protocol from your computer to our banking partner's electronic payment terminal. This means that no banking information about you is transmitted via our site. Payment by credit card is therefore completely secure. Your order will be registered as soon as payment is accepted by our banking partner. You can check the security system; you will notice a closed padlock at the bottom of the page, a security symbol. You can pay online with confidence.

Question 33

What are the criteria for returning a product?

Accepted Answer

If you wish to return your items to us, here are the return conditions to follow: -The return must be made within the imposed return period -The item must be clean, unwashed, and undamaged -The item must be returned in its original packaging -The label must be intact and attached to the product

Question 34

How to make a return?

Accepted Answer

You have 30 days from the day you receive the package (the delivery date being the date of delivery) to return items to us.
To make a return, follow these steps:1. Go to our return portal here or in your customer account, under "return request".
2. Enter the order number in question and the email address used during the purchase in the fields provided for this purpose.
3. Once you have found your order, select the items you wish to return, indicate the reason , then click on “Validate”.Each return request is exclusively associated with a specific order.If you wish to return multiple orders, we invite you to make a return request per order and ship them separately, each in its own package.
4. Choose the desired return method: voucher or refund.

- Return for store creditIf you choose to return your items for store credit, you will receive 100% of the returned item value as a voucher.
A prepaid return label will be provided, and return shipping is free of charge.

- Return for refund If you prefer a refund to your original payment method , the conditions vary depending on your country:
*Returns from Metropolitan France, Belgium, Germany, Netherlands, Spain, Italy, Luxembourg, Portugal, Denmark, Greece, Sweden, Austria.

A prepaid return label will be automatically generated once your return request is submitted.Please print it and attach it to your parcel.
A return participation fee will be deducted from your refund:

€2 for Metropolitan France and Belgium
€8 for Germany, the Netherlands, Spain, Italy, Luxembourg and Portugal
€12 for Denmark, Greece, Sweden and Austria

Remember to keep your proof of deposit : it is essential for any request in the event of loss of traceability.*Returns from other countries:

Return costs are your responsibility.
Once your return request has been registered, the return address will be communicated to you.
Please include in your package:

Returned items
The invoice for the order concerned

We advise you to make your returns via the national transport company and to keep your proof of deposit , which will be required in the event of a tracking problem.

Question 35

How will I be reimbursed?

Accepted Answer

You will be refunded upon receipt and processing of the returned products using the payment method used when placing your order. If you made the payment via Paypal, the amount will be credited back to the associated bank account.

Question 36

How much does it cost to return a product?

Accepted Answer

For returns made from mainland France and Belgium , a contribution of €2 will be taken from returned orders.For returns made from Germany, the Netherlands, Spain, Italy, Luxembourg and Portugal, a contribution of €8 will be charged.For returns made from Denmark, Greece, Sweden and Austria, a contribution of €12 will be charged.This amount will be automatically deducted from your refund.
For returns made from other countries, the return of a product is at your expense. We recommend that you make your returns via the national transport company and keep your proof of deposit. This certifies that your package has been taken care of by the carrier, and will be essential for any request to our Customer Service in the event that your return is lost.
In the event of a logistical error or receipt of defective products, please contact our Customer Service at serviceclient@notshy.fr upon receipt of your order so that we can offer you a solution.

Question 37

Are delivery costs refunded following a return?

Accepted Answer

Delivery costs are not refunded except in the event of a logistical error on our part or receipt of defective products. If this is the case, please contact our Customer Service at serviceclient@notshy.fr as soon as you receive your order, so that we can offer you a solution.

Question 38

Will the refund be effective if the card used for the purchase has expired?

Accepted Answer

We issue refunds to the bank account associated with the bank card used for the purchase. If the card's expiration date has passed, your new card will be automatically assigned to your bank account, and you will then be able to collect your refund. Similarly, if you made the payment via Paypal, the amount will be credited back to the associated bank account.

Question 39

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

Accepted Answer

We only accept returns of products purchased on our e-commerce site. If you wish to return an item from another store, we invite you to contact the store where you made the purchase. Likewise, you will not be able to return an item purchased on our site to a store. Subscribe to our newsletter if you would like to be the first to know about any changes to our return procedures.

Question 40

How long does it take to get my money back?

Accepted Answer

You will be refunded to the original payment method within 2 to 10 business days of receiving your return. You will be notified of the refund by email. Please note that each return made from Metropolitan France is subject to a fee of €2, deducted from the refunded amount.

Question 41

I received my order but it contains a damaged/faulty item

Accepted Answer

Thank you for your order and we are sorry for the inconvenience.If you notice a faulty item upon receiving your order, please follow the procedure below: 
1. Submit your return request by visiting our returns portal.
2. Select the relevant item and indicate the reason for the return, specifying that it is a faulty item.
3. Supporting documents will be required: please include clear photos and a precise description of the fault observed.
4. Once your request has been validated, it will be forwarded to our customer service team for verification.
5. If accepted, a prepaid return label will be sent to you by email.
6. No return costs will be deducted from your refund or credit note.
If you do not receive your label within 48 hours, please contact our customer service team to finalise your return as soon as possible.

Question 42

What should I do if I want to have a product altered?

Accepted Answer

We do not offer an alteration service at this time. Subscribe to our newsletter if you would like to be the first to know about any developments in our services.

Question 43

I would like to exchange one or more items, is this possible?

Accepted Answer

Yes, it is absolutely possible to exchange one or more items.The exchange is offered and will be made according to the availability of the desired items.To do this, simply follow the procedure indicated on our Returns Portal, where all the steps are explained for a simple and quick exchange.

Question 44

What are the delivery methods, prices and times?

Accepted Answer

For orders in Metropolitan France , We offer the following delivery methods:

DELIVERY METHODS
TIME LIMIT
PRICES

Express home delivery Chronopost
1 to 2 working days*Next day delivery before 1 p.m. for all orders placed before 12 p.m. (excluding weekends)
8 €Free with purchases of €250 or more

Express delivery to Chronopost pickup point

For orders shipped to the European Union, we offer Chronopost delivery to your home or a pickup point:

Country of delivery
TIME LIMIT
PRICES

Belgium, Germany, Luxembourg, Netherlands, Italy

2 to 3 working days*
10 €Free with purchases of €250 or more

Austria, Ireland, Portugal, Spain, Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Sweden, Slovakia
2 to 4 working days*
12 €Free with purchases of €250 or more

Bulgaria, Cyprus, Croatia, Finland, Greece, Malta, Romania (collection point is not available for these delivery countries)
4 to 6 working days*
16 €Free with purchases of €250 or more

For orders to Switzerland , we offer FedEx home delivery:

Country of delivery
TIME LIMIT
PRICES

Swiss
2 to 3 working days*
16 €

For international orders , we offer DHL home delivery:

Country of delivery
TIME LIMIT
PRICES

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 periods of commercial operations.

Question 45

Is it possible to have it delivered to the store?

Accepted Answer

Unfortunately, in-store delivery is not available for orders placed online. However, for orders placed in store, we would be happy to offer you this personalized service.

Question 46

Do you deliver outside the European Union?

Accepted Answer

We deliver internationally, we offer DHL home delivery :

Country of delivery
TIME LIMIT
PRICES

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 €

Please do not hesitate to contact our customer service if you wish to be delivered to a country not on this list.

Question 47

How do I track the delivery of my order?

Accepted Answer

When your order is shipped, you will receive an email with your package tracking number.- Chronopost delivery to your home or pickup point:  Enter the tracking number of your package sent by email when it was shipped and follow its progress here .You also have the option to track your order in your My Account / My Orders area.

Question 48

How long will it take to process my order?

Accepted Answer

Your order will be prepared and shipped within 24 to 48 hours, excluding weekends, public holidays, and special promotions.
Please feel free to contact our Customer Service department for more information.

Question 49

What should I do if my package tracking number doesn't work?

Accepted Answer

If your package tracking number is invalid, please contact our Customer Service by email at serviceclient@notshy.fr.

Question 50

What happens if I am not there when your order is delivered?

Accepted Answer

If you were absent when your package was delivered, a delivery notice from the carrier will be left in your mailbox specifying the day and time of delivery as well as the address where you can collect your package. You will need to go there with the delivery notice and your ID. After the 15-day period, your package will be returned to us.

Frequently asked questions