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 in 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
Do I have to create an account to purchase something? My 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.

Firstly, refresh the page and check that you are using an up-to-date browser. Alternatively, you can clear your cookies through your internet browser options. If you are still having trouble please contact Customer Services, who will do their best to assist you.

BREXIT Information
BREXIT Update

EU Delivery(Pre-paid Customs & Duty)
We have got the import duties covered for you. You do not have to pay anything additional upon receipt of your delivery

  • Free delivery on all orders over €200
  • Standard delivery €35 on all order under €200
  • Delivered within 5-7 working days
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.

In case you can't find your country on the list, please contact our customer support for assistance.

Shipping cost & delivery time – UK & International

UK Delivery
UK customers do not have to pay any additional customs costs for orders delivered to the UK.

  • 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(Pre-paid Customs & Duty)
We have got the import duties covered for you. You do not have to pay anything additional upon receipt of your delivery. The price you see at checkout on our website is the final price you will pay.

  • Free delivery on all orders over €200
  • Standard delivery €30- €40 on all orders under €200
  • Delivered within 5-7 working days

USA Delivery

  • Free delivery on all orders over $200
  • Standard delivery $18 - $25 on all orders under $200
  • Delivered within 3-5 working days

The exact shipping cost will be reflected on the checkout page before placing your order.

Rest of World Delivery

  • Free delivery on all orders over £175
  • Standard delivery £20 on all orders under £175
  • Delivered within 5-10 working days

The exact shipping cost will be reflected on the checkout page before placing your order.

All international orders may be subject to import duties and taxes. We are unable to advise on these costs, as they are country specific. Please contact your local customs office to find out more information regarding taxes and duties, which are applied to orders delivered outside the UK. You are responsible for any import fees, duties and/or taxes that are incurred on the package.

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 related 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 (extended to 30 days due to Covid-19 until further notice) 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 return form in your parcel. Please peel this off and stick on the outer packaging. We only offer free returns if you send your order back to us within 14 days (extended to 30 days due to Covid-19 until further notice).

Returns Address:

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

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 and ensure 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 costs 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, United Kindom

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 & only on the same item).

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 that you find one of your items missing, 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 that you receive a faulty 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 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 & Size guide
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 use the Notify me button on the product page.

Size guide

The size and fit of a garment are extremely important to us. You’ll find each garment has detailed information on the product page to help you make the best decision. There you’ll find information on the size, style, fit and fabric. For a detailed record of our sizing (including conversions), please see the size guide available on every product page.

If you require more information, please contact us via email, phone. We're happy to help you with your query.

Voting FAQs
Where can I find my voting code?

Your voting QR code is printed on your care label stitched inside your garment.

Why are my voting codes not working?

If your code doesn’t work, please email us the voting codes,preferably with a photo of the garment care label at hello@ninetypercent.com & one of our team mates will assist you further.

How can I vote?

You can either scan the QR code with your phone which will bring you directly to our voting page or enter the 10 digit code manually along side your email address on the Vote Now page. Please cast your vote by selecting the cause you wish to support & the confirmation page will appear after a successful vote. You can vote both using your account or as a guest.

How many times can I vote?

Each individual item you purchase comes with one vote.

How many different causes are there to choose from?

We support five charitable causes thoughtfully chosen for the positive impact they make on the planet and the people. You can either vote for one cause or, if you can’t decide for a single one, you also have the option to vote for all of them.  

Do I need to register to vote?

You do not need to register to vote. We always recommend our customers create an account for a better shopping experience at Ninety Percent.

Payment, Promos & Gift cards
What payment method do you use?

We receive payments through PayPal and debit/credit cards (visa, master card, American express etc), Google Pay, Apple Pay. Buy now and pay in instalment with Klarna and Clearpay.

Which currency do I pay in?

You can select to pay in the currency as you prefer from 10 different currencies using the currency switcher from the top right-hand corner of our website. The website will automatically change the currency to your location and all prices, fees and other charges are payable in your selected currency at checkout.

If your payment card is registered with a different currency than the currency selected at checkout, your bank will convert the price using their exchange rate and might collect a conversion fee for handling transactions in another currency.

Why isn’t my promo code working?

If your discount code isn't working, please check that if the code was entered correctly without any extra spaces or characters. You may also need to check that CAPS lock is on or off depending on your code, as the code may be case sensitive. Please also take note of any discount criteria that may need to be met, for example, minimum spend or code expiration date. If you have checked all of the above and your code is still not working, please do not hesitate to contact our Customer Services team.

I forgot to apply my promotion code before clicking “place order”, what do I do?

In case you miss entering your promo code, we suggest you contact our customer support asap and we will be able to manually apply the discount for you.

When does my promo code expire?

Every promo code has a validity period and usage limit. Please check the terms & conditions of the offer for information.

Do you offer gift cards?

We have E-gift cards available for purchase in amounts of £50, £100, £150, £200, £300 and our gift cards are non-refundable.

Promotional codes or discounts are not applicable on a gift card.

How can I send an e-gift card to someone?

After purchasing your gift card, you will receive an email with the promo code and all the instructions needed. Simply forward this email to your loved one so they can redeem the gift card online and purchase their next Ninety Percent products. No service fees or expiration dates apply. Cards and credits cannot be redeemed for cash.

Can I return items bought from a gift card?

Once you return your items following our return policy, you will be credited with the purchased amount of the gift card that can be redeemed using the original promo code.on your future purchase from Ninety Percent