Collection
Questions

Nouveau Cru Delivery

DELIVERY

What countries can you ship to ?

From this website, nouveau-cru.com, we can ship to any country worldwide. All our shipments to the European Union (Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) are billed including the VAT applicable in France.

All our shipments to countries outside the European Union (including Switzerland and Norway) are shipped net of VAT. Taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.

What shipper do you use ?

Carrier choice depend on the country your order is shipped to. Depending on you country.

What are the shipping times and charges ?

We have several delivery options:

From France

For orders made in France, we offer speedy delivery and free returns and have 15 days to return any items to us if you change your mind.

We offer three delivery methods in France:

- Economy (with the gift box Nouveau Cru): Your parcel will be delivered by Mondial Relay. After dispatch, your parcel will be delivered to the collection point of your choice within 4 to 7 working days*. The price is 4 euros. Returns are also via Mondial Relay.
- Standard (with the gift box Nouveau Cru) : Your parcel will be delivered by Colissimo. After dispatch, your parcel will be delivered to your chosen address within 2-3 working days. The price is 7 euros. Returns are via Mondial Relay.
- Standard (without the gift box Nouveau Cru) : Your parcel will be delivered by postal envelope. After dispatch, your parcel will be delivered to your chosen address within 2-3 working days. The price is 3,5 euros. Returns are via Mondial Relay.
- Premium/Express: Your parcel will be delivered by TNT. If you order before 12:00 your parcel will be delivered within 24 hours. The price is 9,5 euros and your parcel will be delivered to the collection point of your choice (Point relais). The price is 11,5 euros and your parcel will be delivered at your office. The price is 14,5 euros and your parcel will be delivered directly at your home. Returns are via Mondial Relay.

*Please note that shipment with the gift box Nouveau Cru is more expensive due to the wight of the parcel.

From Europe & international

We have several international delivery options:

- Standard: Your parcel will be delivered by Colissimo within 3-8 working days. From 11€ to Europe (Allemagne, Lettonie, Autriche, Lituanie, Belgique, Luxembourg, Bulgarie, Malte, Chypre, Pays-Bas, Danemark, Pologne, Espagne, Portugal, Estonie, République Tchèque, Finlande, Roumanie, Royaume-Uni, Grèce, Slovaquie, Hongrie, Slovénie, Irlande, Suède, Italie).From 20 euros to other countries.

Returns are at your expense.

- Premium/Express: A faster delivery service via DHL or FEDEX. Your parcel will be delivered within 24-72 hours. From 17€ to Europe pour l’Union Européenne (Allemagne, Lettonie, Autriche, Lituanie, Belgique, Luxembourg, Bulgarie, Malte, Chypre, Pays-Bas, Danemark, Pologne, Espagne, Portugal, Estonie, République Tchèque, Finlande, Roumanie, Royaume-Uni, Grèce, Slovaquie, Hongrie, Slovénie, Irlande, Suède, Italie). From 20 euros to other countries.

Returns are at your expense.

Belgique

Economy option for Belgium only: Your parcel will be delivered to your chosen collection point by Mondial Relay within 5 working days after dispatch. The price is 4 euros.

Returns are also via Mondial Relay. Free returns

Shipment is provided free of charge for all orders equal or in excess of 150 euros including VAT. 

How can i track the delivery of my parcel ?

Log into your account, and then click "my orders". the status of your orders will be displayed. A link to the carrier website allows you to track the delivery of your parcel. When your order is shipped, you will receive an e-mail containing the tracking number and a link to the carrier's website.

I have not received my parcel. what should i do ?

If you have not received your parcel within the planned schedule, please log into your account, click on "my orders", and display the order status and the delivery tracking information. In case of a problem, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

My parcel was damaged in transit. What should i do ?

If, upon delivery, you find that your parcel is damaged, we recommend that you indicate this on the delivery slip, signed for and with written details, and then contact the carrier. Nouveau Cru customer care can then be contacted by phoning In case of a problem, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

A product is missing in my parcel. What should i do ?

Please contact Nouveau Cru. customer care as soon as possible, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

I have received a defective product. What should i do ?

Please contact Nouveau Cru customer care as soon as possible, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

RETURNS

Under what conditions may I return a product ?

Products must be returned in new condition and in their original packaging.
Products cannot be returned if they are incomplete, damaged, soiled, or if they have been worn.

I would like to return a product. what should i do ?

To return a product, you must first obtain a return authorisation.

Please contact Nouveau Cru customer care as soon as possible, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

- Request a return authorisation by selecting the product(s) you want to return. enter the reason for the return. you may optionally enter your comments.
-When your request has been authorised by Nouveau Cru customer care, you will receive an e-mail with a prepaid shipping label. the return shipping charges are paid byNouveau Cru only for France. For other countries please contact us.
- Print the return authorisation.
- Put the return authorisation in the parcel.
- Send the parcel to the address shown on the return authorisation.

If you want to exchangea product, you must request a refund, and then place another order.
We do not do standard exchanges. For a different size, style or colour simply place another order on our website www.nouveau-cru.com
We will refund the shipping costs if you re-order an item in a different size or colour. Write to us at contact@nouveau-cru.comto let us know.

What is the time limit for returning a product ?

The time limit is 15 business days, counting from the delivery date.
In accordance with French law (the "loi Châtel"), you are entitled to withdraw your order by returning the merchandise to us within seven days. You will then be refunded for the returned products, as well as for the outward shipping charges. Beyond these 7 days, Nouveau Cru takes care of the expenses of return, only returned articles will be refunded you in the cost price.

Additionally, article L.121-20-1 of the French consumer code stipulates that "when the right of withdrawal is exercised, the vendor shall refund the customer all amounts paid as soon as possible and in any case within the 30 days following the date when this right was exercised. Past this time, the amount due is, by operation of law, subject to interest at the legally-applicable rate." 

Must I use a particular shipper when returning products ?

If you request the return within 15 days of receiving the parcel, Nouveau Cru will pay return shipping charges for France only. Once the request is authorised by Nouveau Cru custumer care, we will send you an e-mail with a prepaid shipment label that you should affix to the parcel containing your returns, along with the return authorisation. For other countries please contact us

How long does a refund take ?

After the parcel with your returned product has been received and its contents confirmed, the refund will take place within 15 business days, and you will receive an e-mail confirming the refund.

How can i tell if Nouveau Cru  has received my parcel ?

To determine the status of your return, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

Why was my return refused ?

To determine the status of your return, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

Why was my return refused ?
Your return may be refused for two reasons: 

- It was received after the 15-day return period.
- It was received in unacceptable condition: products must be returned in pristine condition and in their original packaging. Products may not be returned if they are incomplete, damaged, soiled, or if they have been worn.

 For more information, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

PRODUCTS

How can I get more information about a product ?

You will find its principal characteristics on the product page (description, composition, care instructions…).
You can also look at our sizing guide by clicking a link on any product page.

If you would like other information about a product, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

CUSTOMER CARE

How can I contact Nouveau Cru customer care ?

Please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

Customer Service is available Monday to Friday, from 10 a.m. to 1 p.m., and from 2 p.m. to 6 p.m. (Paris Time, UTC+1).

How can I contact you with a complaint ?

Please contact Nouveau Cru customer care, mentioning all relevant information so that we can respond as quickly as possible.

ABOUT NOUVEAU CRU

How can I obtain the address of a point of sale for Nouveau cru products ?

Please contact Nouveau Cru wholesale department, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com 

Where can I get more information about the Nouveau Cru brand ?

You can stay informed about the latest news from Nouveau Cru by subscribing to the Nouveau Cru newsletter and by visiting facebook & instagram profiles.

I am a retailer and I would like to sell the Nouveau Cru collection ?

Please contact our wholesale department by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

MY ACCOUNT

How can I create my customer account ?

On the home page, click "log in", and then follow the instructions on the screen, which will guide you through the creation of your account. When you log into your account, you can display your order history, change your password and delivery addresses, administer your subscription to the newsletter and manage your returns. Any creation of account activates automatically a subscription to the Nouveau Cru information's e-mails.

Do you share my personal information with third parties?

Information that you provide to Nouveau Cru will never be shared with, or sold to, other businesses.

How can I update the information in my customer account ?

On the home page, click "log in", and then click the appropriate category (address book, password or newsletter).

How can I delete my customer account ?

To delete your customer account, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

What should I do if i forget my password or if I have trouble logging in?

If you are unable to log in, click "password forgotten" in the "log in" zone and you will receive a new password by e-mail. you can then log in and modify it by clicking "password" on your account page. if you continue to have trouble logging in, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

NOUVEAU CRU NEWSLETTER

How can I subscribe to the Nouveau Cru newsletter?

On the website, click the newsletter link, and then enter your e-mail address. You will receive the latest news from Nouveau Cru in accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data. After their first order, the Nouveau Cru customers agree to receive the newsletter.

How can I unsubscribe from the Nouveau Cru newsletter?

If you have a customer account, click "log on", and then click "newsletter". select the appropriate choice. If you do not have a customer account, click the unsubscribe link. In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.

MA COMMANDE

How can i place an order ?

Search by product type, or by using the coloramas or looks, and choose one or more products. Select the colour and size that you want, and then add the products to your shopping bag. finally, click the shopping bag to log in and follow the steps to place your order.

Must i create a customer account to place an order?

To place an order on nouveau-cru.com, you must create a customer account. this allows you to store delivery and billing information for your orders, and to manage any product returns.

Puis-je avoir un paquet cadeau ?

If you are sending a Nouveau Cru product as a gift, we can provide you with a gift box. This is a free service.

Do you offer gift wrapping?

If you are sending a Nouveau Cru product as a gift, we can provide you with a gift box. This is a free service.

Can i modify or cancel my order?

To modify or cancel an order, please contact Nouveau Cru customer care as soon as possible, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

How can i be sure that my order has been confirmed ?

You will receive an e-mail once your order has been confirmed. You can also check the status of your order at any time by logging into your customer account and clicking "my orders".

How soon will my order be processed?

All orders that we confirm before 1 pm, Monday through Friday, will be processed and shipped the same day. Orders placed on saturdays, sundays or public holidays will be confirmed, processed and shipped the next working day. Orders we confirm after 1 pm will be processed and shipped the next working day.

How can i view the status of my order ?

To view the status of your order, log in and click "my orders". This will allow you to display all your orders and their current status. 

What can i do if i have trouble placing an order ?

Please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com

When a product is not available, what do the codes mean ?

Three codes are associated with unavailable products.

- "Sold out": the product is permanently out of stock and will not be replenished.
- "Unavailable": the product is in the process of being restocked.

I reside outside the European Union. what taxes must i pay ?

All our shipments to destinations outside the European Union (Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) in addition to Switzerland and Norway, are shipped net of TVA. Taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.

"Duty free shopping" ("détaxe") applies solely to products purchased in a store and transported by the customer; therefore, it does not apply to on-line sales.

How can i view my invoices ?

To view an invoice in PDF format, first  « log in », to your account. then, click "my orders", select the corresponding order, and click "print my invoice".

In case of difficulties in downloading your invoices, please contact Nouveau Cru customer care, by phoning +33 (0)5 59 58 15 60 or sending an e-mail to contact@nouveau-cru.com