Below FAQ are some common concerns of our customers.
If you have other questions, please just send it HERE
- All
- SHIPPING & DELIVERY
- RETURNS
- ORDERS
- PROMOTIONS
- PAYMENTS
- SECURITY CHECKS
SHIPPING & DELIVERY
Orders are processed Monday to Friday (excluding public holidays) between 7:00am – 2:00pm PST. Please allow up to 3 business days for processing, especially during peak periods or promotions.
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US Standard Shipping: 5-10 business days.
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International Shipping: 10-20 business days.
All orders are shipped from our US warehouse located in Torrane, CA.
Attempted delivery means the courier was unable to fulfill the delivery to your address.
To reschedule your delivery or to confirm if your parcel has been taken to a post office, please contact the courier directly.
If you don’t schedule redelivery within 48 hours, or pick up your parcel from a post office within a few days, your order will be marked as “unclaimed” and be sent back to our warehouse.
If you are unable to reschedule or collect your parcel, please reach out to us.
Please note: "return to sender" parcels can take a couple of weeks to arrive back at our facility.
Customers outside of US may be liable to pay for customs and import duties. This is not within our control and we cannot pre-pay these taxes.
We advise contacting your local customs office to find out if/how much these taxes may be before making your online purchase.
Customs policies vary widely from country to country, therefore we suggest that you check the requirements in your country before placing an order.
We will not be liable for any custom or import duties, and cannot pre-pay these taxes.
Yes! Once your order has been dispatched, a tracking number will be sent to your email address so you can monitor its journey.
We use a variety of reliable carriers, including USPS, UPS, FedEx, DHL, and OnTrac. International orders are typically dispatched via DHL Express Worldwide.
RETURNS
Head to our Returns Policy for all the details!
Ninonine would like you to be happy with the purchases that you make.
As a consumer, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure.
If you believe you have received a faulty/incorrect item, you must report this to us as soon as possible, so that we can rectify the issue please report your issue HERE
- All returns must be received within 30 days of the purchase date.
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Underwear, bodysuits swimwear & earrings cannot be returned due to hygiene reasons
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Gift cards can not be returned and are not redeemable for cash.
- Please ensure all items are packaged securely and arrive back to us in their original, unworn condition. Including tags, boxes, casing, etc. We reserve the right to deny any item that does not meet these requirements.
- Your original shipping costs are not refundable, as they are paid to the postal service to complete the initial delivery.
Once your return has been processed, you will receive a confirmation email from our team.
Final Sale items can not be returned for a refund unless deemed faulty.
If you claim a free gift/s with your order and return your items for a refund, the free gift/s must also be returned
Submit your return HERE
When you are lodging an exchange for a different size in the returns portal, there are times when the stock is not available.
This means that either the item is out of stock or low in stock, which we can not guarantee will still be available by the time we receive and process your return.
If the item is available online, we suggest you re-purchase the item and we can then go ahead and refund your return.
Please lodge your return HERE
Yes 🙌
You are welcome to return more than one order in the same return parcel to save on postage costs!
Please make sure you lodge each return separately online through our returns portal and follow all the prompts. Just contact us to let us know of your plan and we can waive the return fees on one of your orders.
We also ask that you clearly write your order numbers either on the front of your return parcel or included on a note inside the parcel to ensure our team can identify your return parcel upon delivery!
You are only required to send back the item you would like to return if it was a part of a bundle!
However, we can only offer size exchange for the same item or store credit for the amount you've paid for that item.
You can submit your order return HERE
Once received, your return will take up to 5 business days to process.
We recommend using tracked post for all returns to ensure your items arrive safe and sound back to us.
Once your return/exchange has been processed, you will receive an email confirmation from our team and new tracking details for the delivery.
Ninonine can only refund via the same method of payment on your order.
If you no longer have that card, your bank will release the funds to the account that the card is associated with so please check your online banking.
If you can't see the funds in your new account after 5 business days, please contact your bank and request the release of these funds from your closed account to your new account.
All return items must be shipped within a protective shipping bag or box. You can either use the postage bag/box that your order came in, or you can purchase one at your local post office.
ORDERS
We can not guarantee that your order will be canceled after you confirm and place it with us.
Should you wish to cancel an order placed, we must be immediately notified via email or phone before the goods have been shipped.
Our team will do their best to process your cancellation.
Submit a request by contacting us HERE
We are so sorry to hear that you have experienced an issue with your order!
In order to investigate the issue with your item, we request the following information:
FAULTY ITEM/S:
Send clear images/videos clearly outlining the fault as well as an image of the whole item.
Submit a request by contacting us HERE
INCORRECT ITEM/S:
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Could you please complete the below 3 steps;
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Send through a photo of the incorrect product
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Send through a photo of the tag attached to the item AND the tag attached to the plastic sleeve/or the barcode sticker on the box (this allows us to see if the item was labeled incorrectly)
Submit a request by contacting us HERE
MISSING ITEM/S:
Please check your emails first!
Our team may have tried to reach out to you in regards to an issue fulfilling an item.
In this circumstance we will need you to send through photos of the following:
- Items you did receive
- The full packaging that your parcel came in, front and back (this includes the parcel bag or box)
All this information will help our team locate your parcel being packed in the warehouse via CCTV, and we can pinpoint at what stage your item has gone missing.
Submit a request by contacting us HERE
Our team can still make changes to your shipping address if your parcel has not been despatched.
Please give us a call as soon as possible so we can update your order.
If you have already sent us an email we encourage you to give us a call so we can get onto it sooner.
Please have your order number ready for our team, so that we can process your request as efficiently as possible.
Please note: once your parcel has been despatched we can no longer make changes and you will need to contact your local postal service to attempt to redirect the parcel.
We are unable to add or change items in your order once confirmed and placed, your order will have to be canceled and replaced.
Give us a call ASAP and we can attempt to complete this request!
If your order has already been despatched we will not be able to a store credit/refund until your parcel arrives back to us.
If you need to return your order please click HERE
We can't make changes to your billing address once your order has been finalized.
This won't have any effect on the shipping and delivery details, as your order will be shipped to the shipping address you have provided.
Providing incorrect billing information may affect your order being flagged by our security team to verify your identity.
Ninonine do not hold the items in your cart!
If you have added an item to your cart there is an opportunity for other customers to check out with this product before you do.
We've implemented the 10-minute countdown in case you forget to check out, however, to avoid disappointment, we recommend checking out as soon as possible.
PROMOTIONS
Promotions frequently come and go!
If you have placed an order prior to a sale going live, Ninonine is not obligated to honour any price difference as this was not the price at the time of purchase.
You are more than welcome to cancel your current order and re-order with the current sale price if your original order has not yet reached a packing station.
Please contact us HERE to see if your order can be cancelled in time.
Occasionally we have special offers, make sure you are signed up to our VIP list and follow our social media accounts!
Ninonine does not offer price matching with other brands or companies. We only match prices from our own website or from instore.
PAYMENTS
Unfortunately, once your order is placed we cannot change the method of payment.
If you do need to make a change of payment we can cancel and refund your order so you can replace your order correctly.
You can contact us HERE to see if we can intercept this.
Feel free to place an order using any of the following payment methods. Please note that only one payment method can be used per order. If you have a Ninonine gift voucher or card, you can apply it and pay the remaining balance with one of the following options:
- American Express
- Apple Pay
- Diners Club
- Discover
- G Pay / Google Pay
- MasterCard
- Shop Pay
- Visa
SECURITY CHECKS
Ninonine may require further verification of your order to ensure that order/s are authorized by the cardholder and not placed by a suspicious individual.
We have situations where individuals steal someone's card and the order comes through to be security checked. If this person cannot prove that they authorized the payment, we cancel the fraudulent order!
Verification may be required for a multitude of reasons and at the discretion of Ninonine, we are happy to explain further via email.
Please respond to any email/phone call from our team as soon as possible.
All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway provider database where the information is kept confidential.