FAQ

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Products

Which clothing size should I get?

Some of our items fit true to size, however other items have a oversized fit. Therefore, we recommend you take a look at the product page of the item you're interested in for specific sizing information.

Can you give more information about a specific product?

Surely! Get in touch with us via e-mail or instagram when you desire more information about a product. We are happy to help!

The item I want is out of stock. Will it be restocked?

We're sorry that the item that you are interested in is out of stock.

For the running collections we re-stock on average every 3 months, use the notify-me form to say in the loop of when a product is back in stock.

How do I take care of my items?

All items in our collections come with a care label. We strongly recommend you to always follow the instructions on this label. If you have additional questions or you want further advice, please get in touch with us via instagram or mail.

Where are the products made?

Our activewear collection is made in China. Most of the regular collection items come originally from south-east Asia, and are re-worked and finalised in The Netherlands.

Most garments are made of recycled materials, they comply too with the most important and relevant certificates for fair wear commerce.

Orders & Delivery

I didn't receive an order confirmation. Why not?

It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.

If the payment has been processed and you haven’t received a
confirmation email after two hours, please get in touch with us via info@n-to.com

I've just placed an order, is it still possible to modify or cancel my order?

Most orders are processed within one to two days. If you wish to modify your order until a few hours after you've placed it, get in touch with us via e-mail or on instagram and we will look into it.

I made a mistake with my shipping address. What can I do?

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

Once your order is processed, unfortunately, it is no longer possible to make adjustments.

What is the current status of my order?

Right after you've placed an order, you will receive a confirmation email. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered.

I am expecting a parcel but it has not been delivered. What happened?

We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you've received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.

Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled.

In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via instagram or e-mail. We will look into the whereabouts of your parcel to ensure a quick delivery.

What is the delivery time of my order?

We offer the following shipping schedule during non-sale periods:

Deliveries within The Netherlands:

We offer standard shipping to your preferred address or you can pick up your order at a local PostNL Pick-up point whenever suits you best. Please be advised you will need to show an ID document when picking up your order.

Deliveries within Belgium, France, Germany, Luxembourg:

From 5 to 9 working days.

Deliveries within Europe:

From 7 to 10 working days.

Deliveries to all other countries:

From 9 to 12 working days.

Where do you deliver?

We deliver worldwide. However, we do not ship to APO, post office boxes or FPO addresses.

What are the shipping costs?

At NTO we offer the following shipping costs:

The Netherlands Free
Europe Zone 1 Free
Europe Zone 2 € 10,00 (Free over €75)
Outside Europe € 10,00 (Free over €75)

Do I have to pay customs or import duties?

If you place an order outside the EU, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.

How will my order be shipped?

We will ship your order in a paper bag or in a box, depending on the size and number of items that are in your order. We use zero plastic when shipping your order, no polybags, no plastic waste.

Do I have to pay customs or import duties?

If you place an order outside the EU, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.

Returns

What is your returns policy?

Our returns policy allows you to return products unused within 14 days after the delivery. You can open the parcel and check the contents. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original NTO labels attached and in the original packaging.

For hygiene reasons, we don’t accept returned socks.

How can I return an order?

You have 14 days to return your order after the delivery. Orders must be returned unused and in the original packaging still attached. Furthermore, items have to be unwashed and with all labels still attached. Return costs are not covered by NTO.

To send the item back please visit your account and submit a request for return.

After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment.

Once we have received your return, we will do our best to process it quickly. Please keep in mind sale & holiday periods might require extra processing time.

When can I expect my refund?

We will refund your return as soon as possible and at the latest within 14 days after the delivery. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.

What are the costs to return an item?

The costs of a return differ based on the shipping company and country that you ship it from. Visit your account and start your return request.

Please note that return shipments are at your own expense.

My purchased item is damaged, what should I do?

We’re sorry that the item that you purchased is damaged. To send the item back please visit your account to request a return.

Received a faulty item that’s past the return period? Get in touch with us for processing the return.

Return costs for faulty items are covered by NTO.

My account

Do I need to set up an account to order something online?

If you want to place an order, a NTO account is not necessary. You can checkout as a guest.

What are the advantages of having an account at NTO?

A NTO account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place.

How do I create an account?

Click the account icon in the top right of our website. In order to register, all fields with a star need to be filled in.

How can I delete my account?

We can delete your account whenever you want. Send us an email at info@n-to.com and we’ll delete your account.

Pre-order items

What does pre-order mean and how do I pre-order an item?

Pre-ordering reserves an item connected to a drop or an upcoming collection. Each pre-order item is assigned a pre-order date to indicate when it is expected to ship. A pre-order for an item is simply a guaranteed reservation of a product we know is arriving soon.

All items eligible for pre-order will be marked “Pre-Order” when you add the item to your bag. Simply add a pre-order item to your bag just like any other item, and check out.

When will my pre-order ship?

All pre-orders have their estimated wait times listed in the description, check the listing for the specific item you want to be sure.

Customer Service cannot give a more precise delivery estimate for pre-orders than the full window indicated in the description of the item in question.

How will I know when my pre-order has shipped?

Unfortunately, it isn’t possible to combine pre-order items with in-stock items. If you wish to make sure your in-stock purchases ship immediately, please purchase the in-stock items through a separate order.

How are the products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

I want to adjust or cancel my pre-order. What options are available for me?

You can contact Customer Service and we can offer to switch out your pre-ordered item for a comparable in-stock item that can be sent immediately, or we can cancel your pre-order and offer store credit in exchange.