We have listed on this page the most frequently asked questions by our customers. We hope you will find your happiness there! ✨
Our commitment to the planet
What is recycled fiber?
Recycled fiber is made from used plastic bottles (from recycling) and fabric scraps. To make a new yarn, bottles and fabric scraps are ground into powder, cleaned and then melted down to make a new polyamide or polyester yarn. We do not reuse fabric from new raw materials. Our impact on the environment is therefore very low. We save an average of 90% water and 80% CO2 thanks to this more responsible production method.
But is recycled fiber comfortable to wear?
Yes, all the materials of our swimsuits and our lingerie are very soft. Our sets are ultra comfortable to wear, a real second skin. Just try it to adopt it.
Where are Nénés swimsuits and lingerie made?
Always with the idea of minimizing our impact on the environment, we have chosen partners close to us in Europe. It is in Spain and Italy that our fabrics are made from recycled materials (plastic bottles and scrap fabric). And it is in Portugal that our sets are made with care.
Delivery and order tracking
In which country can I have it delivered?
We deliver throughout Europe and in the DOM TOM! We want our swimsuits and lingerie made of recycled fibers to be accessible to all women in a perimeter close to our production site in order to respect our values of proximity. Find out more about the available delivery methods here .
What are the delivery times ?
We ship orders as quickly as possible because we know your package is highly anticipated, usually the same or next day. You will find details of delivery costs and times here .
How can I track my order?
As soon as your order is ready to go, we will send you an email with the La Poste, Mondial Relay or Colissimo tracking number. This number will be active the next day. Do not hesitate to check the tracking status to know when the package will be delivered.
I did not get my package
It may happen that the package is misplaced, do not hesitate to contact us at email@example.com . We will do our best to find a solution as soon as possible.
What means of payment do you accept?
At Nenes, it's simple. We accept all means of payment: American express, Apple pay, Mastercard, Visa and Paypal.
Payment is secure
Your banking information is never in our possession. Transactions are entirely processed by the secure payment module of our partner Shopify. Your payment is completely secure, no worries!
Exchange and refund
What are your trading conditions?
You have a period of 20 days after receipt of your package to return an item to us for an exchange. Exchanges are free in mainland France, Belgium, Germany, the Netherlands, Italy, Luxembourg, Austria, Spain, Ireland, Portugal, Poland, Czech Republic, Slovakia, Finland and in Greece, within 20 days of receipt of your order.
To get your voucher to print, click here ! Do not hesitate to check that the products you wish to receive are still in stock on our website.
If you live in another country, you will be responsible for the exchange costs. To make your exchange request, click here . You will then receive an email explaining how to return the products to us.
What are your return conditions?
You have a period of 20 days after receipt of your package to return an item to us for a refund.
Returns and refunds are possible within 20 days of receipt of your order. In order to make your refund request, please complete the return form by clicking here .
If you live in mainland France, Belgium, Germany, the Netherlands, Italy, Luxembourg, Austria, Spain, Ireland, Portugal, Poland, the Czech Republic, Slovakia, Finland or in Greece, we will send you a return slip, the amount of which will be deducted from the total amount to be refunded. You can also choose to return the products to us by your own means, or to deliver them to us in person. Everything will be explained to you in the email you will receive.
If you live in another country, you will have to return the products to us by your own means: everything will also be explained to you in the e-mail you will receive.
Warning: be sure to wear a bottom underneath when you try on our panties or thongs. Any product returned to us dirty will be subject to a cleaning charge of €5 per piece.
If you have any questions regarding exchanges or refunds, you can write to us at firstname.lastname@example.org and we will get back to you as soon as possible!
You have a period of 20 days after receipt of your package to return an item to us for an exchange. In order to know more about your return, we need you to complete the necessary information in the link below. I make my exchange request.
Try before you buy
Try before you buy: how does it work?
The "try before you buy" service allows you to order your items, try them on for free at home and only pay for those you decide to keep.
1. To benefit from this service, simply choose Elyn at the time of payment.
2. You will receive your order without being charged.
3. After receiving your order, you will have a 5-day trial period to try the items at home.
4. At the end of your trial period, you will only be charged for the items you decide to keep.
5. You then have 3 working days to return the items you wish to return
How is the payment of the order made?
In order to finalize your order, you will have to enter your payment information but you will not be charged.
Your bank account will be debited when your 5-day trial period expires or when you indicate which items you wish to keep.
For security reasons, Elyn submits a pre-authorization request to your bank to verify your payment information.
Your payment information is perfectly secure and submitted to 3D Secure by the Stripe payment provider.
Which orders are eligible?
To benefit from the "try before you buy" service, the total amount of your order must be less than €400 with a delivery address in Metropolitan France .
Only Visa, Mastercard and Bank Cards issued in France are accepted.
Prepaid, virtual, systematic authorization (eg Maestro, Electron or Revolut) and American Express cards are not accepted to benefit from the “try before you buy” service.
Furthermore, gift vouchers are not compatible with the “try before you buy” service.
How is my trial going?
Your trial period starts the day after you receive your order. You then have 5 calendar days to try on your items at home and choose what you want to keep and return.
Before your trial period expires, you can access the return interface to fill in the items you want to return.
Without news from you at the end of your trial period, we consider that you wish to keep all the items ordered and you will then be debited for the total amount of your order.
This service made available to you allows you to try on your items like in a fitting room in a store. Do not tear off the label, and above all do not wear the items during the day.
Any item returned damaged, damaged or soiled will be refused and you will be charged.
How can I return an item?
Nothing's easier !
To make a return you just need to log in to the return interface, you can access it at the following link: https://return.elyn.io/nenes using your order number and email address.
Select the items you wish to return and validate your return. You will receive an email containing your return label and will have 3 working days to deposit your package at the Post Office .
If you do not return the return package within the time allowed, you will be charged the amount of the items to be returned.
Of course, all returned items must be in the same condition as when they were delivered to you, i.e. like new!
Any item returned damaged, damaged or soiled will not be taken back. You will be charged for this item and it will be returned at your expense.
Who is Elyn?
Elyn is a French start-up which aims to provide a premium and differentiating service to digital brands.
Launched in 2021, Elyn offers you the "try before you buy" service in order to offer you a more natural shopping experience, like in store.
For more information you can consult Elyn's FAQ . For any other questions, contact Elyn by email at email@example.com .
Didn't find the answer to your question?
Don't hesitate to send us an email at firstname.lastname@example.org 🌱 We will be happy to help you!