Refund policy

At Nanou’s House, your satisfaction and your baby’s are our priority. That’s why we offer a simple, fast and stress-free return policy.

You have 7 days from receiving your order to request a return or an exchange.

• The item must be unused, unwashed, in its original packaging with all labels intact.

• Returns are accepted for non-personalised products (no embroidered name, etc.).

• For hygiene reasons, diapers, baby bottles, teats and body care products can be neither returned nor exchanged.

1. Send us a message on WhatsApp or by email with your order number and the reason for the return.

2. We will confirm within 24 hours whether the return is eligible.

3. You can then either:

• return the parcel yourself (address provided),

• or request a pickup by courier (depending on the city, a small fee may apply).

• You can choose between:

• a refund within 7 days via the original payment method,

• a store credit valid for 6 months,

• or a free exchange for another item (subject to availability).

Biomecanics shoes: sizing

• Before ordering, please measure your child’s foot and choose the size using the Biomecanics size guide.
• If the size delivered matches the size ordered and the Biomecanics size guide, this is not a sizing problem: we do not issue a refund. Instead, we offer a store credit valid for 6 months or an exchange for another model (subject to availability).
• If the size delivered does not match your order or the size guide, we correct the mistake free of charge (see below).
• Shoes must be returned unworn outdoors, clean, in their original box.

Defective product or a mistake on our part?

We cover 100% of the return costs and send you the right product free of charge.