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UK ORDERS - MAX £130 - SPLITTING INTO MULTIPLE ORDERS IS OK FREE SHIPPING OVER £40 TO THE UK

FREQUENTLY ASKED QUESTIONS

Where is Ninepine from?

Ninepine is based and incorporated in Stockholm, Sweden.

Why is everything in English if you're from Sweden?

Although we are based in Sweden, we cater towards the broader European and global market where English is the lingua franca. Our small team also consists of persons with international backgrounds (e.g Australia, UK, Austria etc) making English our natural company language.

SHIPPING & DELIVERY

How long will it take to receive my order?

Please see the shipping transit estimate information table here: https://www.nine-pine.com/pages/shipping

All orders placed Monday – Friday before 10am CET ship within 48 hours from our European (EU) warehouses. As soon as it ships, you’ll receive a confirmation email with a link to track its progress. If you haven’t received a confirmation email please check your spam folder and/or email us at help@ninepine.com

All orders are packed and shipped from Norrköping, Sweden from Monday to Friday (Couriers do not pick up packages on weekends). ⁣

Couriers such as UPS, Budbee, DHL etc. usually pick up packages from the Norrköping warehouse once per day after lunch time by truck (Mondays-Fridays). The couriers then take the packages to the closest sorting terminal where they get scanned.


⁣Here is the full process

1. Order made by customer

2. Order packed by our 3PL during weekdays (first in first out)

3. Packages sorted per transporter inside the warehouse

4. Transport company picks up the packages (they come once per day)

5. Transport company takes your package to the closet terminal where it is first scanned

6. Package is in transit

7. Package is delivered

 

You will receive a shipping confirmation once the order has been processed. There you will find your tracking link (for orders with UPS, Bring, DB Schenker, DHL). Please allow 36 hours for the tracking link to update.


If you have ordered with Budbee box or home delivery, please download the free Budbee app to track your order and to receive updates.

How to track my order? Budbee

Our primary transporter partner is Budbee (now also known as Instabee) and we offer both box pickup and home delivery. We recommend downloading their free app for the smoothest experience to track your order.


If you have ordered via Budbee before, the notifications about delivery will be sent via the free Budbee App. If you have never ordered via Budbee before, then you will receive an SMS or email notification with the tracking link.⁣


Budbee Box locations

Budbee App Download (Apple)⁣

Budbee App Download (Google Play


Important requirements for Budbee deliveries:


Budbee works through your SMS telephone number, and it has to be a valid number for the country you are ordering to. For example, if you are in Sweden, you need a valid Swedish number beginning with +467...⁣


Please note: if your SMS number is incorrect or invalid (not a phone number from the following countries (SE +46, FI +358, BE +32, DK +45, NL +31) then you will not receive any notifications on your delivery and the order will be returned back to us.

How to track my order (UPS, Bring, DB Schenker, DHL)

You will receive a shipping confirmation once the order has been processed. There you will find your tracking link. Please allow 36 hours for the tracking link to update. Please check your spam/promotions folder if you have not received your shipping confirmation email. 

Changing delivery details (address, date, time)

Budbee delivery

Unfortunately, when an order has already been fulfilled and sent out we can not make any changes, in order to see whether your order is shipped please look at “Where is my order” and follow instructions to see where your order is. 


You might be able to change the delivery details through downloading the Budbee App and request to change the Budbee box location through there directly.


Please note, that if the order has already been delivered to the original location box, Budbee can't make any  further changes.


UPS Delivery

Unfortunately, when an order has already been fulfilled and sent out we can not make any changes, in order to see whether your order is shipped please look at “Where is my order” and follow instructions to see where your order is. 


You might be able to change the delivery details by downloading the MY CHOICE UPS APP if your order is delivered through UPS. 


DHL Delivery

Unfortunately for DHL delivery, when an order has already been fulfilled and sent out we can not make any changes, in order to see whether your order is shipped please look at “Where is my order”  and follow instructions to see where your order is.


If you need to make any delivery changes please contact us at: help@ninepine.com



Bring Delivery

Unfortunately, when an order has already been fulfilled and sent out we can not make any changes, in order to see whether your order is shipped please look at “Where is my order”  and follow instructions to see where your order is.


You might be able to change the delivery details such as delivery method, delivery date and time through downloading the Bring app.


DB Schenker 

Unfortunately for DB Schenker delivery, when an order has already been fulfilled and sent out we can not make any changes, in order to see whether your order is shipped please look at “Where is my order”  and follow instructions to see where your order is.


If you need to make any delivery changes please contact us at: help@ninepine.com

Delivery Costs (EU)

We offer free shipping to EU countries for orders over 50 Euros. Otherwise, shipping costs will be shown at the checkout.

Delivery Costs Non-EU orders (Excluding Norway, UK AUS, UAE, SG and US )

Since we ship our packages from within the EU please be prepared to pay your country’s VAT, custom duty tolls and sometimes additional fees when you purchase from Ninepine outside of the EU. Please note, that original shipping costs are non refundable and return postage fees apply (albeit discounted below real costs). Please see our return postage prices here.


As a small business, we are looking at ways to make it smoother for non-EU customers to purchase from us but this often requires local company registration and lots of legal fees - we are working on it and prioritising countries based on demand.

Orders to Switzerland

Swiss customers will have to pay to clear their items before receiving them. Couriers often charge an admin fee for importing the goods on your behalf. For example in Switzerland, UPS charges end consumers 21 CHF + 3% of the value of the parcel. 

Orders to Norway

We ship to Norway using Bring/Postens Pick Up Point Service.⁣

Since we have registered with the Norwegian Tax Administration (in their VOEC scheme), our prices include VAT for Norwegian customers. Norwegian customers will not need to pay VAT when receiving their items. Please contact us via our contact page if any issues arise and we will solve them together. 


For orders below 3000 NOK there should be no import duty charged by Norwegian customs.

Orders to UK

We ship to the UK using UPS Standard delivery. Due to Brexit restrictions, individual orders (products and shipping cost) are limited to 130 GBP. 


Please note that return postage fees apply (albeit discounted below real costs) if you wish to return your order.

Orders to USA

Orders to the US that are below USD 800 are exempt for VAT, import duty and admin fees. 

Please note, that original shipping costs are non refundable and return postage fees apply (albeit discounted below real costs).

Uncollected or returned orders due to incorrect/incomplete address

We do not get notified when orders are returned by the carrier back to us due to non-collection or incorrect/incomplete delivery addresses. ⁣⁣


If this has happened to your order, please get in touch via email at help@ninepine.com and one of our team can help get this resolved.

EXCHANGES

EU

We offer free exchanges for a different size or model with an equivalent value (as long as the original item is in original condition, unused, unwashed and stain free) in all EU member states. 


You can make an exchange request within 20 days of receiving the original item.

An original item can be exchanged a maximum of two times.


Please note, we don’t offer free returns, only free exchanges for EU customers only. We don’t offer exchanges for NON EU (including Norway & Switzerland).

Non-EU returns (excluding UK)

Most NON EU returns will need to include commercial invoices on the return package. Please note, that original shipping costs are non refundable and returns are not free. Please see Return shipping charges.

For Norway returns, no commercial invoices are needed so please register your return through the portal. Once registered, please contact us at help@ninepine.com to receive the correct return instructions and label.⁣

For Switzerland, Australia, USA, Singapore and UAE,  you will need commercial invoices, so please register your return through the portal. Once registered, please contact us at help@ninepine.com to receive the correct return instructions and label.

Non-EU returns (UK)

For UK, please register your return through the portal. Once you have submitted your return, you will receive another email with the return label and commercial invoices attached. If you have not received them, please check your spam/promotions folder in case it lands in there. You will find the return instructions detailed in the receipt or return email confirmation.

Exchange Process

1. Register your exchange via our return portal here

2. Follow the prompts and specify the exact item you wish to receive (model, colour, size etc).

3. Once you have submitted your exchange request, you will receive an email confirmation. This will not contain a return label.

3. Please note that we have to review every exchange submitted manually.

4. Once approved, we will provide you with a free prepaid shipping label and send out the requested item to you.

RETURNS & REFUNDS

Returns policy

You can return your unused and unwashed items within 30 days of receiving your items.

1. Items must be in their original and re-sellable condition (with tags attached), unused (except for trying them on of course), unwashed and stain free

2. Ensure that there are no deodorant stains on the items

3. Items must be in their original packaging with tags still attached

4. Free gifts, and gift cards are not returnable

5. Original shipping, customs and import charges are non-refundable


→ See "Returns process" to register your return

Returns process

1. Register your return via our return portal here


2. Once you have filled out the online return form you will get an email with shipping instructions, including a return receipt. Please note that the return receipt must be included in the package.


3. Print the prepaid shipping label which is sent to you via email (if you can’t locate the label, please check your spam or promotions folder). If you still do not find it, please get in touch with customer care team on help@ninepine.com


4. Attach the shipping label to your package and drop it off at your nearest service point. You can find the links for your selected carrier below


Please note that the returns process can vary slightly depending on the country you are returning from. You will receive your specific returns instructions when you submit the return through the portal.


→ See "Returns drop off locations


Returns shipping

While we cover the shipping costs for exchanges within the EU, general return shipping costs are the responsibility of the customer - we do not offer free returns (we only offer free exchanges).


We offer generously discounted return shipping labels which you can select within our returns portal. The cost will be deducted from your final refund. Click here to see return shipping charges

Returns drop-off locations

Budbee box returns do not require any labels. It is advised that you have the Budbee app on your phone for the smoothest experience.


Please note that if your mobile number is incorrect when you placed your order, the order will not appear in the Budbee App. Please get in touch with us in those cases.


BUDBEE (Sweden, Belgium, Finland, Denmark, Netherlands)

Budbee Box locations

Budbee App Download (Apple)⁣

Budbee App Download (Google Play)⁣

UPS 

UPS Access Point Locations⁣

BRING / POSTI / POSTEN

Bring/Posti (Finland) Locations⁣

Bring (Denmark) Locations⁣

Bring/Posten (Norway) Locations

DHL

DHL Service Point Locations⁣


DB Schenker

DB Schenker Locations


When can I expect my refund?

Once you have submitted your return through the portal, and you have sent back your order with the return label and instructions received. It can take 2-3 weeks (can be sooner depending on country) for the order to be received back to the warehouse. 


Once the return team has inspected the return, the automatic refund will be triggered. From the moment the refund has been triggered, you will receive a confirmation of the refund and from there, it usually takes between 7-10 working days for the refund to be processed back by the bank.


The same goes for orders which have been paid via Klarna. Once the refund has been triggered, this will update your invoice with Klarna. We advise you to check your Klarna app.

Return & Exchanges in person at flaship store in Stockholm

Online orders can be returned or exchanged (in-person only) at our flagship store in Stockholm. The items have to be in the original condition, unwashed and with the original tags.


Do not send any items to our store address as we cannot accept packages from private individuals.


Please be aware that the store has their own process of how they deal with exchanges. First they have to register it as a return (issue a refund) and then make a new order in store to be paid when you are there. This is for the different cash-flows (store+online) to be accurate. This is quite common practice.


We don't always have all items in store, so if there is a specific item you are after, please contact us via help@ninepine.com to check the availability first.


ORDER ISSUES

Amend or cancel order

We can’t guarantee that we are able to cancel your order once placed due to the volume of orders being processed in our warehouse at any given time, it’s not possible for them to locate individual orders and cancel them. However, if you would like to cancel your order please get in touch with our Customer Care team here, and if the order is at a stage where they can still cancel it, they will do so.


If you have placed your order, and need to make a change to the order or address, please email our Customer Care team as soon as possible. We If the order is at a stage where they can still make changes, they will do so.


If your order already has been delivered and you want to return it please see Returns and Refunds → Returns Process 

Frequently asked questionI forgot to apply my discount code

We understand these things can happen, so we are happy to apply the discount code retroactively, so there is no need to place a second order.


Please get in touch with our customer care team on help@ninepine.com, and one of our team will help get this sorted.

Wrong goods delivered / Missing item

We work with a 3rd party logistics company, who helps pack and process our orders. Although we strive to send out the orders correctly, and have a system in place to reduce the likelihood of this happening.  Sometimes packing mistakes can still happen (we wish they didn’t).


On the rare occasion that you have received a wrong item or you are missing an item from your order, please follow the steps below: 


1. Please send an email with your issue to help@ninepine.com


2. Please attach the following photos to the email above:


- One of the outer bag the item came in (so we can see the label sticker on it) 

- A photo of the item you have received (highlight the issue, size, colour, model)


3. We’ll review your issue personally and get back to you within 2 business days (Mon-Fri) via email. 

HomeHelp

Product Reclaims (Faulty items)

We take extreme care and pride in the quality of our items. However, all our garments are hand sewn and made, so human mistakes can of course occur - we won't pretend that we are perfect. Please note that general wear-and-tear related issues may not fulfill the definition of a manufacturing defect.


Do not submit reclaims as “ Return” in the portal, they need to be submitted as “Product Problem”.


On the rare occasion that you believe that you have received a faulty item, please follow the steps below: 


1. Register your reclaim/product issue via our portal here


2. Follow the prompts and be specific in describing the issue. 


3. Upload a photo of the described issue (you will not be able to submit it without a photo).


4. We’ll review your issue personally and get back to you within 2 business days (Mon-Fri) via email. We will need to determine whether the issue arose from a production defect or wear-and-tear, and take next steps accordingly. 

UK Order Limit/Checkout issue

We only allow orders under 130 GBP due to tax laws, as there can be extra fees that can be incurred by the recipient if the order is over 130 GBP. 

If you wish to place more than 1 order, please contact our email support and will do our best to help you. 


Payment Question

We currently accept the following forms of payment, country dependant:


Visa, Mastercard, Maestro, American Express, Klarna (selected countries), iDeal (Netherlands), Bancontact, Apple Pay and Google Pay.

Please note that payment methods are subject to change.

I can only see Credit card payment, and no other options?

Please note that if you are signed into the Shop App when making a payment, the local payment options won't appear (you will only see the credit card option). 


Please sign out of the Shop App before continuing. 


You have to go through the longer checkout process without being logged into the Shop App for all the other payment options to appear. Do not use the express checkout options (shop app or google pay).

PRODUCT SIZING

Sizing and care guide?

We always want to ensure that our clothing fits as best as possible when you receive it. You can find our size guides available on most of our ninepines product pages to help you find the best fit for you  – first time!


You can find the care instructions on the product page as well, under “Product Care”.


We recommend washing your ninepines inside out, on a gentle cold cycle with similar clothing and to air dry only.

Where is your size guide displayed?

The size guide is displayed on each product page and also includes a visual representation of some of the sizes and how it would look on you with regards to different height sizes. Reviews for the products are also included at the bottom of the product page including information about how customers liked our product and how satisfied they were with how the product fitted them. You will also find information about the materials used and washing tips – everything to make sure it fits perfectly and stays looking great.

Can you recommend a size?

Share details about your shipping policies, item returns, or customer service.