Covid-19 Notification
Delivery During Covid-19

Whilst we are trying our outmost to deliver the orders as soon as possible, the safety of our customers and our staff is of outmost importance. We are going through an unprecedented time and we need to rely on our delivery partners to deliver the orders safely to your doorsteps. During this time, there could be delays on receiving the orders. Please check the status of your delivery by clicking on the link from your order confirmation email before getting in touch.

We have also temporarily extended our 14 days returns & exchange policy to 30 days on all order effective from the 15th May until further notice.

Frequently Asked Questions

Contact us for more information

+44 (0) 3300 010628

Email Us
Account information & Order history

You can shop our site as a guest, however, there are lots of benefits to creating an account. These include product updates, order history and tracking. And if you want to vote and support a cause, you'll need an account.

When will I receive my order confirmation email?

Upon placing your order, you will receive an email within 15 minutes, although during busy periods this can take longer.

I didn’t receive order confirmation email; how can I check my order?

Please check your spam folder as your anti-spam settings may be identifying your confirmation emails as spam.

All your purchase history is saved on your account. If your account's order history is empty, you may have checked out as a guest user.

If you are still having trouble, please contact our customer service for assistance

Will I receive confirmation that my order has been despatched?

We will send you an email when your order has been despatched.

Tracking your order

Please follow the tracking link provided on your despatch email to track your package

Can I cancel or change billing/shipping address?

If you need to make changes to your billing/shipping address after you've placed an order, please contact/email our customer service immediately. Unfortunately, we are unable to cancel or make any changes to your order once despatched.

Can I amend items in my order?

Unfortunately, we are unable to make any other amends to your payment details, or the quantity, size or colour of the items you have ordered. In this case, you may cancel the existing one before its shipped and place another order

I'm having trouble accessing the website. Can you help?

Sometimes it can be irritating to use a site that doesn't seem to cooperate. If you are experiencing difficulties with the website there are few things that you can try to fix it.

You are always requested to contact our customer service for any assistance. We will do our best to help throughout the process.

Shipping & Delivery
Tracking your order

Please follow the tracking link provided on your despatch email to track your package

Where do you ship / I can't find my country on the list?

We are currently shipping all over the world including Australia, Canada, Falkland Islands, Hong Kong, Japan, Singapore, South Korea, United Arab Emirates & United States.

Shipping cost & delivery time – UK & International

UK Delivery

Free next day delivery on all orders placed by 2.00pm GMT£11.99 next day delivery before 12.00pm(temporary unavailable due to COVID-19)

EU Delivery

£11.99 standard delivery, 3-4 days (free on orders over £75)

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain & Sweden. 

Rest of World Delivery

£14.99 standard delivery, 5-10 days (free on orders over £75)

Every effort is made to ensure your products are dispatched in the time frame specified above. However, in circumstances beyond our control, your order may be delayed. If this happens you will be notified as soon as possible and you will have the option to cancel your order with a full refund.

When will I receive my package?

We aim to dispatch all orders received by 4:00 pm the same day with next day delivery only inside United Kingdom, Standard 3-4 Days Delivery in Europe & Standard 5-10 Days Delivery (excludes weekends and bank holidays, subject to stock).

Can I expedite my order to next-day shipping?

We aim to dispatch all orders received by 4:00 pm the same day with next day delivery only inside United Kingdom (excludes weekends and bank holidays, subject to stock).

How can I check my customs fees?

Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. To avoid any surprises, we advise that you check any customs formalities and the import charges before ordering products to be delivered to your country. We can assist you with information relates to the Product or order which you may need in order to arrange customs clearance.

My package is stuck at customs, what should I do?

In such cases, your package is likely to be stuck at customs for duty fees.  In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country​.

You are always requested to contact our customer service for any assistance. We will do our best to help throughout the process.

Return, Refund & Exchanges
What is your return policy?

Please return your items within 14 days of receiving them, unworn with all labels intact and is well packaged. Once we receive the items, we will process your refund within 7 days and credit your original payment method.

Ensure the goods are well packaged with your order number and the words 'Returned Goods' clearly written on the outside of the packaging.

If your item is returned to us in an unsuitable condition or outside of the 14-day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

How to return an item?

InsideUK

You will find a pre-paid label on your returns form in your parcel. Please peal this off and stick on the outer packaging. We only offer free returns if you send your order back to us within 14 days.

Returns Address:

Ninety Percent Returns Department, Hearder Court, Beechwood Way, Plymouth, PL7 5HH

Rest of the World

Unless faulty goods, we do not offer free returns for orders placed outside of the UK. if you’ve changed your mind about keeping your purchase, please return your items to the address below within 30 days (for international orders) of receiving your order, unworn with all labels intact, well packaged & ensuring you use a tracked service and receive a certificate of postage from the Post Office. Once received, we will process your request for refund or exchanges, expecting you to bear all associated cost of your return.

We are not responsible for items lost or damaged in transit.

Returns Address:

Ninety Percent Returns Department, Hearder Court, Beechwood Way, Plymouth, PL7 5HH

 

How to make an exchange?

You can fill out the exchange part of the slip within your package and return to us with the item. Alternatively, you can contact us via email, online chat with your order reference to hand and we will happily help you with your exchange (subject to stock availability).

How long does it take to process the refund?

Once we receive the items, we will process your refund within 7 days and credit your original payment method.

I'm missing an item from my order, what should I do?

In the unfortunate event you find missing one of your items, please email hello@ninetypercent.com or call our customer support +44 (0) 3300 010628 Mon to Fri 9am - 5pm and we will get back to you as soon as possible.

I've received a faulty item, what should I do?

In the unfortunate event you find a fault with one of your items, please email hello@ninetypercent.com or call our customer support +44 (0) 3300 010628 Mon to Fri 9am - 5pm as soon as possible to inform us about the issue. Within 14 days of receiving your order, you can request to receive a full refund or replacement (subject to availability). We will bear the cost of returning the faulty item.

I've received an incorrect item, what should I do?

In the unfortunate event you receive any incorrect item, please email hello@ninetypercent.com or call our customer support +44 (0) 3300 010628 Mon to Fri 9am - 5pm as soon as possible to inform us about the issue. Within 14 days of receiving your order, you can request to receive a full refund or replacement (subject to availability). We will bear the associated cost of returning the incorrect item.

What is your return address?

Please send your goods to the return address below:

Ninety Percent Returns Department, Hearder Court, Beechwood Way, Plymouth, PL7 5HH

Product & Stock Information
Product Information

All the detailed information about a product can also be viewed from the product pages.

Will you be getting more in stock?

We are continually trying to keep our stock replenished to offer the best selection of items. We will be keeping some of our classic garments as continuity pieces from season to season alongside the new season's range. We also re-invent some of our timeless pieces in new shapes, fabrics and colours.  If you have any queries about a particular garment, please contact the Customer Service team or try our online chat.Also, please subscribe to our newsletter to get regular updates

Voting FAQs
Where can I find my voting code?

Your voting code is with your care label stitched in your garment.

For more information on the voting process, please click on Vote in the main menu.

How many times can I vote?

Each individual item you purchase comes with one vote.

Do I need to register to vote?

Yes, you must be registered to vote. It’s quick and easy - simply click on the my profile icon on the main menu and create an account.

My Codes are not working?

You can only vote with your registered account. However, you are always requested to contact our customer service for any assistance. We will do our best to help throughout the process.