FAQs
Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at info@ninenine.co.uk
General
I have not received an Order Confirmation or receipt.
Order Confirmation emails are system generated emails sent to the email address you provided during the checkout procedure. If you do not receive the Order Confirmation email within a few minutes of completing your purchase, please check your email Spam folder just in case the purchase confirmation email was delivered there instead of your inbox. If so, select the Order Confirmation email and mark it "Not Spam", which will allow future messages to get through. If not, please email our client support at info@ninenine.co.uk
I have not received the tracking number
Shipping confirmation emails are sent when your order has shipped. They contain the Tracking Number for you order and are sent 7 to 10 days after purchase. If it has been less than 10 days since your purchase, your order may not yet have been shipped. If it has been more than 10 days since your purchase and you have not received your shipping confirmation email, please check your email Spam folder just in case the shipping confirmation email was delivered there instead of your inbox. If so, select the shipping confirmation email and mark it “Not Spam”, which will allow future messages to get through. If not, please email our client support at info@ninenine.co.uk.
Pricing
Are import taxes and duties included in the price ?
Every country has its own set of rules, regulations, and taxes for importing. As such, all orders made on our site are on a DDU (Delivery Duty Unpaid) basis.
This means that any import taxes and duties that may be payable are the responsibility of the order recipient.
The shipping carrier may invoice you upon delivery of your merchandise depending on the sales tax laws of the location to which you are shipping. Please check with your country’s customs office to determine what these additional costs will be.
Production
Are the colors and design elements of the products exactly the same on screen?
At ninenine, we take great care to ensure that our products are accurately represented on our website. However, it's important to note that there may be slight variations in color between what you see on your screen and the actual product due to differences in monitors, devices, and browsers. Additionally, the production process can sometimes result in minor variations in the positioning or size of design elements. We want to make you aware that during production, there may be a slight movement of up to ¼" (6mm) that could cause a design element to be slightly off from what is shown on screen. This movement is typically not noticeable, but it can be more pronounced in cases where design elements are running horizontally, such as a color band across the top of a High Top shoe. We encourage you to keep this in mind when making your purchase. Despite these potential variances, we stand behind the quality of our products and are confident that you will be pleased with your purchase.
Where are your products made?
Discover our range of top-quality products that are manufactured in various countries across the world, ensuring that you have access to the best products from different regions. We understand that customers are curious about the origin of our products, and we're happy to share that some of our products are made in multiple countries, depending on the item and shipping destination. For instance, our blank T-shirts may be produced in one country, but the designs are applied and shipped from another.
One of the most common questions we get from customers is, "Where are our shoes made?" Well, just like your electronic devices, which are likely made in China or have components from there, our shoes are also manufactured in China. But why China, you ask? The answer is simple. China is the hub of the world's footwear industry, and renowned brands such as Converse, Nike, Adidas, Puma, and Vans all rely on the expertise and quality of Chinese manufacturers. Our products meet the same rigorous quality standards and adhere to local labor laws enforced by the industry's leaders. So rest assured that you're getting the best products from the best sources when you shop with us!
Do your products have an odour?
We take pride in delivering high-quality clothing and footwear products to our customers. However, we want to let you know that when you first open your product, you may detect a slight odour. This is completely normal and is a result of the pre-treatment and curing process that the product undergoes during production. Rest assured that this odour will dissipate after a few days once the product has been unpacked and aired out. We recommend allowing your product to breathe for a bit before wearing it for the first time. We hope you love your new purchase and thank you for choosing our brand!
Returns
I received a wrong, missing, damaged, or defective order.
At ninenine, our customers are our top priority, and we're committed to delivering the highest quality products and services. We understand that mistakes can happen, and we apologize for any inconvenience caused. If you've received an order that doesn't meet your expectations, please don't hesitate to reach out to our customer care team at info@ninenine.co.uk. We want to make it right for you, whether that means a replacement or refund. You can trust us to provide you with the best shopping experience possible, and we appreciate your business.
Please ensure you provide your Order Number and a photo (or photos) of the product clearly showing what is wrong with the order.
Shipping
Is COVID19 still affecting international shipping?
At ninenine, we take shipping times seriously and make every effort to ensure that orders arrive within the estimated timeframe. However, we want to be transparent about the fact that a very small percentage of orders may experience delays due to COVID-19 events. While international shipping is starting to settle down compared to 2020, COVID-19 is still a relevant factor that can impact shipping in unpredictable ways. We've all experienced quick deliveries when shopping online, but sudden border closures, enhanced Customs procedures, logistic warehouse lockdowns, reduced staffing, and workplace COVID-19 compliance can affect all carriers, including express carriers like TNT/Fedex/DHL who have their own aircraft. Despite these challenges, we're committed to keeping you informed and updated on the status of your order and will work to get it to you as soon as possible. Thank you for your patience and understanding during these unprecedented times.
Has COVID19 impacted shipping times?
Attention International Shoppers: Please note that due to the ongoing effects of COVID-19, carrier networks and customs agencies around the world are experiencing shipping and processing delays. As a result, most carriers have removed service guarantees, and delays may occur as a result of customs agencies processing record volumes while maintaining necessary COVID-19 precautions. This can result in tracking status updates being delayed while your order is waiting to be processed. At ninenine, we want to be transparent about these challenges and remind our customers that our shipping times are estimates and not guaranteed. We appreciate your patience and understanding during these unprecedented times, and we're committed to keeping you informed and updated on the status of your order. Thank you for choosing us as your online shopping destination.
How to track your order from ninenine?
Once your order is ready for shipment, ninenine will provide you with a unique tracking ID by email. The email will also contain a link that you can use to track your order's progress as it is shipped to your designated address. Additionally, you may use other online tracking apps such as 17Track or ParcelsApp to monitor your shipment.
It is important to regularly check your tracking information to avoid missed deliveries and ensure that you are aware of any instances where the courier may be holding your shipment for collection at a designated point, such as a local post office or courier warehouse. Please note that ninenine is not responsible for missed delivery attempts, deliveries that are uncollected by customers, or incorrect address information provided by customers. Therefore, no refunds or replacements will be issued on items that show as successfully delivered to the address provided by the customer.
My tracking number is not working.
If your tracking number isn't showing any data, it is possible that it can take up to 5 days for the shipping company to update their system. However, if it has been more than 5 days since you received your tracking number and it still shows no data, please reach out to our customer support team at info@ninenine.co.uk for assistance.
How long will it take to receive my order?
Each order is made with care, taking 7-10 days to craft before being shipped by courier. While delivery typically takes 10-20 business days after your tracking number is issued, we cannot control delays caused by the current global pandemic. But rest assured, the wait will be worth it when you see the amazing quality of our products! Order now and experience the difference for yourself.
What countries do you ship to?
We're excited to announce that we now ship to a wide range of countries, including Austria, Belgium, Czechia, Germany, Denmark, Finland, France, Ireland, Italy, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates, Australia, Canada, Hong Kong SAR, Israel, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore, and the United States.
No matter where you are in the world, you can enjoy our high-quality products and exceptional customer service. With fast and reliable shipping, your order will arrive at your doorstep in no time. Don't wait any longer to experience the best of what we have to offer. Place your order today!
Can you speed up a shippment that has already shipped?
Are you anxiously waiting for your shipment to arrive? We understand that time is of the essence, but once your order has shipped, it's on its way to you. Unfortunately, we cannot speed up the delivery process once your package has left our hands. We don't have a private jet or a direct line to INTERPOL (unfortunately!), but rest assured, we'll do everything we can to ensure that your order is shipped as quickly as possible. In the meantime, sit back, relax, and get ready to enjoy your soon-to-be-delivered products!
Can I change my shipping address?
We understand that sometimes plans change and you might need to update your shipping address. However, once your order has been placed, we are not able to make changes to the shipping address. We apologize for any inconvenience this may cause. Please ensure that the shipping address you provide during checkout is accurate and up-to-date to avoid any delivery issues. Our priority is to get your order to you as quickly and efficiently as possible, and we appreciate your understanding.
What should I do if my tracking says "delivered" but I haven't received it?
Are you struggling to locate your order despite the "delivered" status in your tracking? No need to fret, we're here to help! Check out these useful tips to help you find your missing order:
- Look for any attempted delivery notices.
- Search the delivery location for your order, as the carrier may have left it in a secure place.
- If your order was sent to your home, check with other household members to see if they accepted the delivery or if it was left with a neighbour.
- Sometimes, carriers mistakenly mark an order as "delivered" prematurely due to GPS tracking. Wait for another business day before reaching out to the carrier.
- Get in touch with the last mile carrier for more information about your order's location. You can use third-party tracking apps like Parcels or 17 Track with your tracking number to find their contact details.
- Keep a close eye on your tracking information to ensure that you don't miss any deliveries and are aware of any instances where the courier may hold your shipment for collection at a designated location, such as the local post office or courier warehouse.
Please bear in mind that ninenine cannot be held liable for incorrect address details provided by customers, uncollected deliveries, or missed delivery attempts. No replacements or refunds will be given for items that have been successfully delivered to the address provided by the customer. So, make sure to double-check your delivery information before placing your order.
My order has shipped but has not moved in days. What can I do?
If your order has been shipped but there has been no movement in the tracking details for several days, you should contact the carrier or last mile carrier for more information. Unfortunately, carriers only provide us with the same tracking details that are visible to you.
To find the details of the last mile carrier, you can use your tracking number with third-party tracking apps like ParcelsApp. If you need help locating the carrier's name, please contact our client support at info@ninenine.co.uk and include your 4-digit order number in your message