At NINONINE, your satisfaction is always at our priority!
How can I edit address, size, color… or cancel the order?
If you change your mind about your purchase, please contact us here and provide your order number and the modification you would like to make. We will confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and cannot be cancelled.
Please be informed that a management and processing fee (5% of your total order value) will be applied for the cancellation. If the fault is ours: damage, wrong product sent, and so on… there will not be any restocking fee.
Reason why? Anything purchase at NINONINE is a unique custom made product and printed just for you. So there will be a 5% re stocking fee on all products.
What is your return/refund policy?
Returns/refunds is available on NINONINE. Within 30 days of receiving orders, you had to request or notify us about a returns/refunds the order. Due to our products are print on demand, we only return/refund your order if it has a major problem below. Please read this carefully:
• The item(s) are incorrect items.
• The item(s) are different size or design from your order.
• The item(s) have a printed or material flaw.
• The item(s) have been damaged or crashed.
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may be slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Which evidence should I submit for returns and refunds?
Please submit all pictures of item we need:
• Picture of the error / the defect.
• Picture of clothing tag.
• Picture of design SKU.
• Picture of the packaging the item arrived in.
We do not accept returns or refunds if:
• The item(s) have been worn or washed.
• The item(s) have been altered in any way.
• The item(s) do not have the original tags on them.
• The customer does not like the size of the garment.
For all cases, return shipping cost are the responsibility of the customer. Shipping charges are non-refundable. Please note customer is responsible for shipping cost.
All returns will be processed through our inspection department for approval. Once your return request is received and inspected, we will send you an email to notify you that we have received it. Then, we will notify you of the approval or rejection of your request.
Please reminded that our policy lasts 30 days for replacement/refund request only. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a replacement or refund.
What happens if I do not receive my order?
If your order has not arrived within 45 business days of the date of original purchase, please contact our support team for a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries).