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Free U.S. Shipping & Returns for Orders Over $150 I 10% Off Your First Order
Free U.S. Shipping & Returns for Orders Over $150

FAQs

General

What is The Nopo?

The Nopo is an online platform that connects online shoppers with exceptional artisans in some of the most exciting destinations worldwide. By providing a bridge between geographical distances and language barriers, safe and secure payment, reliable and efficient shipping, and fair trade practices, we enable both a comfortable and stimulating consumer experience in extraordinary locations you'll dream of visiting.

Do the artisans on the platform get paid fairly?

Yes! Fair trade is at the core of what we do. Artisans are entirely autonomous in their pricing decisions, and we’ll work together to define final retail prices that fairly reflect the value created. If the artisan employs others, they too are required to adhere to principles of fair trade.

Who’s behind The Nopo?

The Nopo is the brainchild of female world-travelers, entrepreneurs, and friends Kelly Breakstone Roth and Shanny Harel. The company was founded in March 2020 with a vision to foster a sense of discovery across barriers – from geography to language and culture – sparking a taste of the curiosity and enchantment we have when traveling to new destinations by going online.

How does an artisan join The Nopo?

Thank you for your interest in joining our incredible global community! The Nopo partners with exceptional artisans who are aligned with our standards of quality and who practice fair-trade and sustainability. If you’d like to join our community, please fill in this application form.

How does The Nopo practice sustainability?

The world is a complex and interconnected system - we are responsible for the impact of our actions on people, communities, cultures and biospheres.

At The Nopo, we ask where things come from and how and under what conditions they are made. We choose partners who are committed to fair-trade and sustainable practices. We consolidate shipments in order to minimize our carbon footprint, and we create environments in which our artists and our employees can thrive - as individuals, family members, and community leaders.

Do you offer trade programs for designers?

Yes! If you are interested in our trade programs, please write to us at partnerships@thenopo.com.

Do you offer wholesale prices?

Yes! If you are interested in our wholesale prices, please write to us at partnerships@thenopo.com.

Placing an Order

I saw something I love, but now it’s gone or out of stock. Is there any way I can still buy it?

As all of our products are handmade by independent artisans running small operations, they may at times run out of a specific product . We’ll often start a waiting list or allow pre-orders for such items. Please contact us at info@thenopo.com with your request and we will do whatever we can to have that item prepared specially for you!

Can I customize my order?

Some of our artisans are open to creating customized items. Please contact us at info@thenopo.com and we will reach out to the artisan and check if they can accommodate your request.

What forms of payment do you accept?

The Nopo accepts all major credit cards as well as Apple Pay and Afterpay.

I emailed your customer service but haven’t heard back yet. Why?

We pride ourselves in providing exquisite customer support. Our team is incredibly nice and will go out of their way to make sure you have an excellent experience. Due to time differences, please allow 12 hours for us to get back to you, but we hope to get back to you sooner.

Do I need a customer account to buy from The Nopo?

You do not need an account to buy from The Nopo. However, setting one up is free, and it enables you to save your cart and get through checkout faster.

Can I track my order?

Yes, you can! The tracking number will be sent to you in an email once the product has been picked up by the international carrier. This can take up to 9 days from the date of purchase. Once you’ve made a purchase on the platform, the artisans are notified, and they start preparing your order. When the item is ready, they ship it to our local logistics center for quality assurance. There the item is carefully packed and handed over to the international carrier. Once it is sent, you will receive an email with your tracking number. 

If you have any concerns, please contact us at info@thenopo.com.

Can I cancel my order?

You have 24 hours to cancel your order. All cancellation requests must be sent to info@thenopo.com.

Will I have to sign to receive my order?

Yes. We want to make sure your order reaches its destination.

Shipping & Returns

Which countries do you ship to?

We currently ship to the U.S. including Alaska, Hawaii, and US Territories, Canada, and Israel.

You don’t ship to my country. Can I buy something anyway?

The main reason we don’t ship to certain destinations is the shipping cost. If you live in a country we currently don’t ship to, please contact us at info@thenopo.com with the products you’re interested in purchasing. We will reply back with the shipping cost to your destination.

When will I get my package?

Our estimated delivery time is 10-14 business days to the U.S. and Canada and 30 business days to Israel. Please note that some of our items are made to order and will take up to 6 weeks to create. You can see the lead time of the item you ordered on the product description under the “Product Details” section. 

Do I have to pay for shipping or returns?

The Nopo gladly offers free shipping, returns, and exchanges for U.S. orders over $150 and guarantees 100% customer satisfaction.

If, for any reason, you are unhappy with the item you ordered, you have 14 days to return or exchange it, as long as it is unused and in perfect condition. Please return your items in its original packaging. Once the item returns to our facility, you will be refunded within two working business days.

You can reach our customer support team by email at info@thenopo.com.

See full shipping and return policy here.

What is your exchange policy?

Because we want you to really love your items, we’re happy to exchange any item, so you can select something you love. Email us at Info@thenopo.com and we’ll get the process started.

More than two weeks have passed since I received my order. Can I still return it?

Any item returned more than two weeks after receipt is not eligible for refund.

Can I return a customized item?

Please note that we do not accept returns of any customized products.

The item I ordered arrived damaged. Who do I contact?

If there is a problem with an item you ordered, please let our Customer Support team know by sending an email to info@thenopo.com as soon as possible. We will resolve any problems as quickly as we can. Please include as many details as possible and a photo of the damaged item.

What about returns for items under $150?

In the event that you would like to return or exchange an item under $150, you will be asked to send it back to a local address at your expense. In the occasion of damaged items, the return or exchange will be on us, regardless of the purchase value. 

How can I know if you received my return?

A confirmation email will be sent to you as soon as your return has been processed.

The refund amount I received was incorrect. What should I do?

We’re sorry if we’ve made a mistake processing your return! If the refund you received was not the amount you expected, please contact info@thenopo.com with your concerns and we will reply within 24 hours.

Gifts

How do I send a gift?

If you would like to send a gift to a friend, all you have to do is type the gift recipient’s information at checkout and include your own information in the billing section. 

Can I add a greeting card?

Yes, you can add text for a greeting card on the checkout page using the additional info field. Our greeting cards are handmade by local artisans. We can also send the gift recipient information about the artisan who crafted the gift by email - just leave the recipient’s email address in the same field. 

Can I have the gift I ordered wrapped?

All of our products arrive wrapped. You can also add a greeting card designed by a local artisan at checkout!

Can I return or exchange a gift?

We’re happy to exchange gifts, so you can select something you love. 

Do you sell gift cards?

Yes, we do! You can purchase a gift card here

The Nopo’s Newsletter

I subscribed to your newsletter but didn’t receive my promotion code. Where is it? 

If you subscribed and haven’t received a welcome email with a promotion code, please check your spam folder. If you locate our email in your spam folder, we recommend you move it to your primary inbox and mark it as “Not Spam.”

If you haven’t found our email in your spam folder, please subscribe again and make sure you’ve entered the correct email address.

If you still haven’t received our email, please contact us at info@thenopo.com.

Why am I not receiving The Nopo’s newsletter?

Please check your spam or junk folder. If it’s not there, emails from The Nopo might be blocked. To unblock, unsubscribe and then resubscribe. To ensure delivery, add info@thenopo.com to your contacts. If the newsletter lands in your spam or junk folder, you will need to find it and mark it as “Not Spam.” If you are a Gmail user, check your Promotions tab. Gmail has updated its inbox layout, and our email may be landing there. To move it to your main inbox, simply drag the message from Promotions.

How do I unsubscribe from The Nopo? 

You can unsubscribe using the "unsubscribe" link at the bottom of any email you receive from us.