Dear retailers, welcome to NOÏ.
Here you will find all important information about ordering, shipping, inner cushions, returns and complaints.
Contents
Ordering and retailer account
How can I see retailer prices and place orders as a retailer?
To see retailer prices and use the retailer ordering function, you need to be logged into the business section.
Is there a minimum order value?
Yes. Our minimum order value for retailers is 250 euros net merchandise value.
Do you offer territorial protection?
No. We generally do not offer territorial protection.
In what quantities can I order?
We sell our products to retailers in packaging units. In the product detail view, you can enter the desired order quantity according to the respective minimum quantity or packaging unit.
Example: If a packaging unit is 6, you can only order 6, 12, 18, 24 and so on.
Can I order in-stock products and products with a delivery time together?
Yes, that is possible. You can add available products and products with a delivery time to the cart together and place one combined order.
Can I specify whether everything should be shipped together or in partial deliveries?
Yes. At the end of the order, you can use the comment field to let us know whether you would like to receive everything together at a later date or whether we should ship partial deliveries.
Please note: Shipping costs are charged for each shipment. If we do not receive any information from you, we will only split the delivery if it makes economic sense.
Is my order paid immediately once I complete the checkout?
No. Through the shipping and payment steps, you will reach the button order with obligation to pay. After that, you will receive an order confirmation from the online shop. Please note that this is a binding order, but it is not paid at this stage yet.
What happens after I place my order?
Your order will be processed by us within a few days. We check the availability of the goods and add the shipping costs to the invoice depending on weight and number of parcels.
Inner cushions
Are cushion covers supplied with matching inner cushions?
Yes. We supply cushion covers with matching feather inner cushions. These are charged separately, but they cannot be ordered individually in the shop because they are a service item.
The required inner cushions are added during packing in the correct size and quantity to the delivery note and invoice.
What are the properties and prices of the inner cushions?
Material: off-white goose and duck feathers
Cover: pure cotton
| Size | Price |
|---|---|
| 40 x 40 cm | 4.20 euros |
| 30 x 50 cm | 4.20 euros |
| 50 x 50 cm | 5.50 euros |
| 40 x 60 cm | 4.95 euros |
What if I do not want any inner cushions?
No problem. If you do not want any inner cushions, just let us know shortly after placing the order. In that case, we will of course only deliver the cushion covers.
Shipping costs
The shipping costs listed below are for guidance only and apply per parcel.
Germany
| Weight | Price |
|---|---|
| up to 10 kg | 6.90 euros |
| up to 20 kg | 9.90 euros |
| up to 30 kg | 14.90 euros |
| oversize DPD | 4.95 euros |
German islands
| Weight | Price |
|---|---|
| up to 10 kg | 9.90 euros |
| up to 30 kg | 12.90 euros |
Austria
| Weight | Price |
|---|---|
| up to 10 kg | 16.90 euros |
| up to 20 kg | 19.90 euros |
| up to 30 kg | 23.90 euros |
France and Belgium
| Weight | Price |
|---|---|
| up to 10 kg | 18.90 euros |
| up to 20 kg | 23.90 euros |
| up to 30 kg | 29.90 euros |
Italy and Spain
| Weight | Price |
|---|---|
| up to 10 kg | 22.90 euros |
| up to 20 kg | 26.90 euros |
| up to 30 kg | 36.90 euros |
Switzerland / DAP not customs cleared
| Weight | Price |
|---|---|
| up to 10 kg | 24.90 euros |
| up to 20 kg | 29.90 euros |
| up to 30 kg | 34.90 euros |
Other EU and international countries
Available on request depending on weight.
Returns and complaints
How do I register a return or complaint?
Please contact us by email at order@noi-shop.de and let us know your customer number, item number, purchase date and the reason for the return or complaint.
Are there any costs for a return?
For business customers, we charge a handling fee of 10 euros for returns due to dissatisfaction, if the inspection effort makes this necessary.
What should I keep in mind when making a complaint?
Please note that we only accept complaints from a goods value of 10 euros upwards. A credit note or replacement delivery for very small amounts is unfortunately not economically viable.
If you would like to complain about an item, please send us your customer number, purchase date, item number and the reason for the complaint by email. One or two photos always help us a lot during the review.
We review each case individually and then inform you by email or phone about the next steps.
How does the warranty process work?
The warranty is handled in accordance with the statutory provisions. We do not assume any warranty for damage or defects caused by improper use, handling, storage, care, maintenance, excessive strain or improper repair.
If a product purchased from us is damaged within the warranty period, we forward it to the respective supplier. The supplier then decides whether it will be repaired or replaced.
Please understand that we can only acknowledge complaints once they have been confirmed by the manufacturer.
Which items are excluded from return?
We do not take back any items that are no longer in their original condition, for example because of the retailer's price labels or other alterations.
Where should I send returns in case of complaints?
Return address for complaints:
NOÏ Hamburg - Lager
Oelkersallee 42
22769 Hamburg
Do I need to announce a return in advance?
Yes. Every return must be announced in advance.
Contact
Who can I contact if I have questions?
If you have any questions about returns, complaints, the ordering process or your order, please email us at order@noi-shop.de. We will reply as quickly as possible.