Frequently Asked Questions
Do you have any questions regarding our service or products? Check out these answers to our most frequently asked questions by our clients. If you still need help, feel free to contact our Customer Services via online chat, or our logistics team via firstname.lastname@example.org or WhatsApp at +351 962 854 422.
How do I find my ideal size while purchasing online?
Check out the Size Guide available on each product page. The best way to find your perfect fit is by measuring the sole of your barefoot in cm from the toe to the heel, in a straight line. Then, you just need to find the corresponding size.
Here’s another important tip: if you’re a half size, we recommend you purchase the larger size. Your feet will have a little extra space, which is great especially if you wear socks with the shoes or for those days when your feet are a bit more swollen than usual.
My size is sold out. What should I do next?
Please contact us to confirm if the model will be restocked – and when.
In the meantime, sign up on our website and activate the stock alert notification on the product page. Just click on the sold-out size and select the "I want to be notified quickly" button. You will then be notified via email when/if this model is back in stock. There might also be returns of the shoes in your size from other customers.
Where are NAE’s shoes and accessories manufactured?
Our products are manufactured in four factories in the north of Portugal and in two factories in Spain, with whom we maintain permanent contact. Our offices, warehouse, and physical store is in Lisbon.
What is the "vegan leather" material?
Vegan leather is an ecological microfiber that works as a great substitute to animal leather, resulting from a mixture of various fibers, such as polyester, cotton and nylon. Although it’s similar to leather in texture, versatility and resistance, this material is 100% vegan and certified by the OEKO-TEX Standard 100.
Is vegan leather fully sustainable?
Due to its polyester base, vegan leather is not like other 100% organic materials such as organic cotton or cork. However, it’s super durable and resistant, allowing us to design and manufacture vegan products with style and versatility. Furthermore, we believe that this material is fairer when compared to animal leather, given all the animal sacrifice and genocide that we’ve managed to avoid. Opting for vegan leather also has a positive impact on reducing pollution caused by the livestock industry.
What is the OEKO-TEX certification?
The Standard 100 certificate issued by OEKO-TEX® ensures the total absence of harmful chemicals and certifies that a particular product is not hazardous to the environment or the consumer’s health. The tests are conducted by OEKO-TEX® independent partner institutes, based on an extensive catalogue of criteria and requirements.
- How do I find my ideal size while purchasing online?
- Which shipping options do I have at my disposal?
Can I change my order after it’s completed?
Once completed, your order goes into our warehouse shipping requests and cannot be changed via the website. If, for any reason, you need to change your order or give us any extra shipping information, please contact our team indicating your order ID.
If the order hasn’t been shipped from our warehouse yet, it will be possible to make the requested change.
How can I track my order status?
Your order is associated with a shipping code issued by the shipping company. With this number, you can check the location of your order on the company’s website. If you have a NAE Customer Account and your purchase is registered there, you can also check the order status in the My Account section, at the top- right corner of the website.
What does "in separation" or "in transit" mean?
When your order status is "in separation", it means that our warehouse team is separating and preparing the items you purchased. When it’s "in transit", the order has already been shipped from our warehouse in Lisbon and it’s currently being transported to your shipping address.
Returns & Exchanges
How many days do I have to return my order?
You can exchange or return an item up to 100 days after the date you received the product.
Can I make a return if I don't like the product, or if it’s not my perfect fit?
You can return your order, regardless of the reason. Just make sure that the item is in excellent condition and with no sign of use so that we can proceed to exchange it or refund its full purchase price.
- How do I exchange or return my order?
How much does returning a product cost me?
Inside the European Union: no additional costs.
Outside the European Union: the associated shipping costs to exchange or return a product are the responsibility of the customer/recipient.
- How many days do I have to return my order?
Which payment methods can I use?
Credit and debit cards (Visa/Mastercard), Paypal, Union Pay, Visa Dankort, American Express, Diners, Discover, Bancontact, Cartbancaire, iDeal, Sofort and Giropay.
I’m not able to pay for my order at the checkout area. What should I do next?
Please try refreshing your browser; pay with a different debit/credit card or pay via Paypal. One of these options normally solves the issue. If the payment error persists, please contact our logistics team. They will assess the situation and provide you with an appropriate solution to the problem.
Email email@example.com | WhatsApp +351 962 854 422
- Which payment methods can I use?
How do I access my customer area?
Register on our website or log in (if you already have a NAE Customer Account). Click on My Account, at the top-right corner of the page. This website section allows you to review your order history and request exchanges or returns.
Can I permanently delete my account?
Yes. In the My Account section, select Delete Account and follow the instructions. By permanently deleting your account, you will no longer have access to your orders and subscriptions history. This action is irreversible.
How can I manage my NAE newsletter subscriptions?
In the My Account section, click on My Preferences, where you can manage your email and SMS subscriptions.
How can I change my shipping address?
In the My Account section, go to My Addresses, where you can change or delete your delivery address.
- How do I access my customer area?