Help & Contact
If you still have questions or concerns please feel free to contact us through our customer service channels.
About the Product
What does 'Vegan Leather’ mean?
It’s a synthetic material that acts as a substitute for animal leather. It results from a blend of various fibers, such as polyester, cotton and nylon. NAE uses microfibers that are OEKO-TEX certified which gives us a guarantee regarding the sustainability of product manufacturing.
Is Vegan Leather fully sustainable?
This material has a percentage of polyester, so it’s not fully sustainable comparable to a 100% organic material such as organic cotton or cork, however 'vegan leather' is the only material that gives us the most versatile regarding style. We also believe that this product is more fair, not only because it avoids all pollution caused by the livestock industry but also because consuming this type of product is saving the lives of millions of animals that are exploited by the food and fashion industry.
What does OEKO-TEX certification mean?
OEKO-TEX® STANDARD 100 is a certification that regulates the use of hazardous substances and certifies that a particular product is not harmful to the environment or the health of the user.
The tests are conducted by independent OEKO-TEX® partner institutes based on the extensive catalog of criteria and requirements.
Where are NAE’s shoes made?
NAE is currently producing mainly in Portugal, as it is a reference country in the production of footwear.
- What does 'Vegan Leather’ mean?
Where is my order?
Your order has an associated Track ID. With this code you can check on the carrier's website where your order is located.
How much does shipping and return cost me?
Shipping and return are free of charge for products above 25€.
Can I change my order once completed?
Once completed, your order goes into the warehouse shipping flow and cannot be changed on the website. If for any reason you need to give us some extra information about your order you can contact us through the customer support line with your order ID and if it has not yet been sent we can see if it is possible to make the requested change.
What shipping options do I have?
We have the standard free shipping option and an express and paid shipping is also available.
- Where is my order?
How can I return my order?
To return your order you must go to your customer area on the NAE website, enter your orders and select the order you wish to return. The return option is available and you should follow the steps given.
If you did not register on the NAE website when you made your purchase, you should contact us via customer support.
How many days do I have to return my order?
You have 100 days to return your order from the date of receipt.
Can I return it if I do not like the product or if it doesn’t fit me?
You can always return your order as long as you assure us that the product has not been used.
What do I have to guarantee when returning?
You must ensure that the product is in the same condition as it was shipped, ie not used.
What options do I have to return the product?
You can make a return request through the website and we will schedule a pickup at your address for free.
If you have not registered in our customer area you can send us an email and we will send a return label so you can return your order.
- How can I return my order?
What payment methods do I have available?
You can pay in NAE’s website with several payment methods such as debit and credit cards (Visa / Mastercard), Paypal and other country-specific payment methods.
Can I pay with local payment methods?
Yes, you can pay with local payment methods such as ATM, Sofort, iDeal, Giropay among others.
- What payment methods do I have available?
Can I delete my account?
Yes, there is the option to delete your account in your customer account area, however if you delete your account you will no longer have access to your order and subscription information.
How can I stop receiving NAE Newsletters?
You should go to your account area in your preferences and manage your subscriptions.
Can I manage my orders, returns and exchanges in my account?
Yes, the customer area allows you to view all your orders and associated data and also request returns or exchanges.
Can I manage my subscriptions?
You can manage your subscriptions in your account on the 'My Preferences' tab
How can I manage my addresses?
In your account you have the option of 'My addresses' where you can add or remove addresses.
- Can I delete my account?