frequently asked Questions

How do I find my identifier (login) and/or my password to connect?

To find your username (login) and/or password for your account on NeroGiardini, nothing could be simpler:

1. Go to the home page of the site
2. In the ribbon located at the top right of the home page, click on "Login"
3. In the “Connection” window, click on “Forgot your password?
4. Enter your email address and click confirm. You will receive an email containing your login information and a link allowing you to create a new password. Don't forget to also check your unwanted emails, it could end up there.

Why create an account on NeroGiardini?

Having an account means that you have privileged access to your personal information on the site. Thanks to your account, you can easily answer the following questions:

1. Where is my order ?
2. What orders have I already placed?
3. How can I easily return a purchased product?

Your account information is also used to identify you on the site (necessary to place an order) and give you exclusive benefits.

Finally, the information provided allows a fast and efficient processing of your orders: delivery and billing address, contact email...

Is my personal information protected and secure?

The personal information you provide is only used in the context of your commercial relationship with NeroGiardini shoes. They are never communicated to third parties or resold.

The banking information that you communicate to buy is never in our possession. All transactions are processed (and certified) by trusted third parties, such as:

• Shopify Payment, specialist in processing and securing online payments.
• Paypal, an internationally recognized online payment solution enjoying the status of a banking organization

How can I change/update my personal information?

You can easily update your information:

1. Click on your first name in bold, present in the menu at the top of the site
2. Modify the desired information and click on "Update address" to validate

How do I unsubscribe from the newsletter or change the email where it is sent?

If you no longer wish to receive our newsletter (which includes exclusive information and NeroGiardini promotions), you can simply unsubscribe via the newsletter:

1. Click on the link at the bottom of the newsletter
2. Confirm your unsubscription once on the site

Are the additions to my cart saved from one visit to the next?

On the NeroGiardini website, from one visit to another your items added to your shopping cart are kept if you are logged into your account. You can therefore leave the site at any time and come back later to finalize your order.

How is an order placed?

Have you found the pair of shoes of your dreams in our catalogue? Congratulation ! Woman, man, we believe that our shoes and fashion accessories will bring you full satisfaction. To validate your order, nothing could be simpler:

• Click "add to cart" on the page of the product you want to order.
• Continue shopping or click "Checkout".
• Follow the simple instructions of our 5-step ordering process:
  1. Check your basket (summary of your purchases).
  2. Identify yourself (existing customer) or create your account (new customer).
  3. Enter billing details.
  4. Enter delivery details (if different from billing); also choose the desired delivery method.
  5. Select the payment method you want to use to pay for your purchases.
  6. Validate the summary of your order. You will proceed to online payment to pay for your order if this is the payment method you have chosen.

You will receive a confirmation email containing your entire order.

How can I follow the progress of my order?

At NeroGiardini, tracking the progress of your fashion shoes and accessories orders is very easy:

1. Once connected to our site, click on your first name, present in the menu located at the top of the site.
2. The "order history" table gives you access to all the information relating to your past and current orders.

Can I modify my order once it is finalized?

Changing an order placed with NeroGiardini is not possible. In case of error, you can cancel the order placed or contact us for any modification request.

Can I cancel my order?

You can cancel an order placed on NeroGiardini by following these steps:

1. Once connected to our site, click on your first name, present in the menu located at the top of the site.
2. In the order history table, you can click on:
   • the order number (column No) or the icon (column Actions). In the order display window, click on “cancel order”.
   • on the icon (Actions column) to cancel the command.

Insert a possible comment on the reason for your order cancellation to help us improve our services and confirm your cancellation request.

What if I don't receive my order?

NeroGiardini goes to great lengths to ensure your order arrives on time and in the best possible condition. However, we do not support package delivery most of the time. This is entrusted to external service providers such as:

• BPost
• Mondial Relay

In case of non-receipt of a package after 7 days, you can initiate this procedure:

1. Have your delivery number ready and contact the service you have opted for: BPost or Mondial Relay.
2. In case of difficulty, we are at your disposal to help you.

How to benefit from a promotional offer?

Do you have a promo code? Congratulation ! To take advantage of it, it's very easy:

1. Surf our site and find the item you like in our Women's, Men's, Children's or Accessories sections.
2. Once your basket is filled, click on “place my order”.
3. In the "promo code" area, enter the code of your promotional offer.

What are the means of payment to pay for my order?

NeroGiardini offers you various ways to pay for your orders for shoes and fashion accessories:

• Credit cards: Visa and MasterCard.
• Debit cards: Bancontact and Maestro.
• PayPal
• Bank transfer: your order will only be processed after receipt of your payment (note the delivery time will be extended from 24 to 48 hours depending on the bank). The products ordered are then reserved for 5 days from the date of the order. After this period and in the absence of receipt of the corresponding payment, NeroGiardini reserves the right to cancel the customer's order.

Are my payments secure?

Yes. The banking information you provide to purchase on the NeroGiardini website is never in our possession. All transactions are processed (and certified) by trusted third parties, such as:

• Shopify Payments, specialist in processing and securing online payments.
• Paypal, an internationally recognized online payment solution enjoying the status of a banking institution.