Frequently Asked Questions

Need further help? Please Contact us or email our Customer Care team hello@ninetypercent.com

FAQs

Size Guide

Contact us for more information

+44 (0) 3300 010628

Email Us

FAQs

Delivery

Delivery costs & time – UK & International

Shipping

All orders received before 2pm GMT are packaged and sent on the same day (excluding weekends and bank holidays).

UK Delivery

  • Free delivery on all orders in UK
  • Delivered within 1-2 working days

EU Delivery

  • Free delivery on all orders over €200
  • Standard delivery €30 to €40 on all orders under €200
  • Delivered within 2-5 working days

USA Delivery

  • Free delivery on all orders over $100
  • Standard delivery $25 on all orders under $100
  • Delivered within 3-7 working days

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

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.

How can I track my order?

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

Where do you ship?

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

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

When will I receive my package?

We aim to dispatch all orders received by 4:00pm the same day with next day delivery available within the UK, standard 3-4 day delivery in Europe & standard 5-10 days delivery to the rest of the world (excludes weekends and bank holidays).

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 available within the 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?

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

Still can’t find what you’re looking for? Any questions, send us a message.

Order Information

FAQs

Order Information

Do I have to create an account to purchase something?

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.

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 my 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.

Will I receive confirmation that my order has been dispatched?

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

How can I track my order?

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

Can I cancel or change my 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 it’s dispatched.

Can I amend the 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 it’s shipped and place another order.

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

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.

Still can’t find what you’re looking for? Any questions, send us a message.

Return, Refund & Exchanges

FAQs

Return, Refund & Exchanges

What is your return policy?

We gladly accept returns on all items providing they're unworn, with all labels intact in their original packaging. You have 30 days to return your items from the day you receive your package. We offer free returns within the UK. For Europe and the rest of the world, returns are at your own expense.

What is your return address?

Please send your goods to the return address below:
Ninety Percent Returns Department, The Storage Centre, Westpark Wellington, TA21 9AD

How should I return an item?

Within the UK
You will find a pre-paid label on your return 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 30 days.

Rest of the World
Please return your items within 30 days of receiving your order. Items must be unworn with all labels intact, in their original packaging. Ensure you use a tracked service to receive a certificate of postage. Once received, we will process your request for refund or exchanges. Returns are at your own expense. We are not responsible for items lost or damaged in transit.

How can I make an exchange?

You can fill out the exchange part of the return slip in your package and return this with the item. Alternatively, you can contact us via email or 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 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 find a fault on 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 cover the cost of returning any faulty items.

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

In the unfortunate event that you receive an 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 cover the cost of returning any incorrect items.

Still can’t find what you’re looking for? Any questions, send us a message.

Product & Stock

FAQs

Product & Stock

Product information

Detailed information about a product can be viewed on 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. Check out our Back in Stock page for the latest restocked pieces.

We keep our Perennial Wardrobe as continuity pieces from season to season alongside the new season's range. We also re-invent some of our timeless pieces in seasonal shapes, fabrics and colours. If you have any queries about a particular garment, please contact the Customer Service team.

Size guide

The size and fit of a garment are extremely important to us. 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.

We’re now also partnering with SOJO to offer bespoke tailoring on a selection of our items. We know that everybody is different so if the measurements don’t quite work for you then consider having your item tailored to the perfect fit. We are partially covering the cost of our tailoring service as part of our commitment to our customers and the planet. *Prices vary

Simply visit ninetypercent.sojo.uk to get started.

If you require more information, please contact us via email or phone (+44 (0) 3300 010628 Mon to Fri, 9am - 5pm). We're happy to help you with your query.

Still can’t find what you’re looking for? Any questions, send us a message.

Size Guide
Size Guide
Size Conversion
If you are not sure about your size, please contact us here
XXS XS S M L XL XXL
UK 4 6 8 10 12 14 16
US 2 4 6 8 10 12 14
FRANCE 34 36 38 40 42 44 46
ITALY 38 40 42 44 46 48 50
GERMANY 32 34 36 38 40 42 44
JAPAN 5 7 9 11 13 15 17
AUSTRALIA 6 8 10 12 14 16 18

We’ve partnered with SOJO to offer bespoke tailoring on a selection of our items. If your item doesn't exactly match your body measurements, and you would like an adjustment, you can now have it tailored to the perfect fit. Find out more

Still can’t find what you’re looking for? Any questions, send us a message.

Payment & Promotions

FAQs

Payment & Promotions

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 can I pay in?

You can select to pay in the currency of 10 different countries using the currency switcher at the bottom left-hand corner of our website. The website will automatically change the currency to your location. 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?

UIf your discount code isn't working, please check that the code was entered correctly without any extra spaces or characters. You may also need to check if the 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 contact our Customer Services team.

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

In case you missed to enter your promo code, we suggest you contact our customer support with your code and we will be able to manually apply the discount

When does my promo expire?

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

Still can’t find what you’re looking for? Any questions, send us a message.