Frequently Asked Questions

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

FAQs

Size Guide

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+44 (0) 3300 010628

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FAQs

Delivery

Delivery costs & time – UK & International

Christmas delivery deadlines

  • Due to higher-than-normal order volumes, there might be a slight delay in receiving your delivery. We’re working hard to get your orders to you as quickly as possible and appreciate your patience.
  • Orders placed between 24th December and 29th December will be dispatched beginning 30th December, 2024.
  • Our warehouse will remain close at 1st January 2025, orders received after 3PM on 31st December 2024 will begin dispatching from 2nd January 2025.

UK delivery before Christmas

  • Orders for Next Business Day delivery must be placed by 3 PM on 20th December. Orders placed after this period may be delivered after Christmas.
  • For Standard Delivery, please place your order by 3 PM on 19th December. Orders placed after this period might get delivered after Christmas.

International delivery before Christmas

  • EU, US and Rest of the world orders placed by 3 PM on 16th December are expected to be delivered by 24th December.
  • Orders placed after this period might get delivered after Christmas.

Regular Shipping

All orders received by 3PM GMT/ BST are dispatched on the same day, excluding weekends and bank holidays.

UK Delivery

  • Free 2-3 business day standard delivery on all orders over £150.
  • £5 for 2-3 business day standard delivery on orders under £150.
  • £8 for next business day delivery on all orders placed by 3PM GMT/ BST.

EU Delivery – We've got the import duties covered for you at check out so you don't have to pay anything additional upon receipt of your delivery. The price you see at checkout is the final price you will pay.

  • Free 2-5 business day standard delivery on all orders over €200.
  • €30 for 2-5 business day standard delivery on all orders under €200.

USA Delivery – We've got the import duties covered for you at check out so you don't have to pay anything additional upon receipt of your delivery. The price you see at checkout is the final price you will pay.

  • Free 3-5 business day standard delivery on all orders over $100.
  • $25 for 3-5 business day standard delivery on all orders under $100.

Rest of World Delivery – We've got the import duties covered for you at check out so you don't have to pay anything additional upon receipt of your delivery. The price you see at checkout is the final price you will pay.

  • Free 5-10 business day standard delivery on all orders over £175.
  • £20 for 5-10 business day standard delivery on all orders under £175.

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. We apologise for the inconvenience this could cause. Please note that we are unable to cancel or make any changes to your order once it’s dispatched.

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 3:00pm the same day with standard 2-3 business day and next business day delivery available within the UK, standard 2-5 day delivery in Europe & standard 5-10 day delivery to the rest of the world (excludes weekends and bank holidays).

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 & Exchange

FAQs

Return, Refund & Exchange

What is your return policy?

Extended Festive Returns and Exchanges

  • The festive countdown is on - we know this time of year can be busy so we’re extending our returns window for gifts and shopping bought during this time.
  • Any purchase made from 9th December 2024 can be returned or exchanged, up until 15th January 2025.


We offer return and exchange up to 14 days from the receipt of your delivery. Items eligible for return or exchange must be unused, unwashed, free of damage, with all original labels and tags still attached. Please note that items not meeting these criteria will incur a £5 processing fee deducted from your refund. Simply access our returns portal to make the process quick and easy.

What is your return address?

All the returns will be received by the address on the below:

Ninety Percent Returns Department, IDShip, Unit 2, Drakes court, Eagle Road, Plymouth, PL7 5JY.

How can I return an item?

Within the UK
We offer free UK returns up to 14 days from the receipt of your delivery.

  • To initiate a return, visit our return portal by clicking here and select the products you want to return, and we’ll provide a shipping label or QR code. Print the label to attach to your package, or present the QR to your nearest drop point using our online locator.
  • We aim to process returns and refunds promptly, typically within 7–14 business days of receipt of your returns. You will receive a refund notification email after the refund is processed. 
  • Please ensure that your order confirmation is included when returning your item(s).
  • Please be aware that delivery charge is non-refundable.

Rest of the World
While we currently do not offer free returns for international orders, you have 14 days from the receipt of your delivery to return your item(s). Please be aware that delivery charge, customs duties, local taxes, and handling fees are non-refundable.

  • To initiate a return, visit our return portal by clicking here and select the products you want to return, and purchase a shipping label within our return portal to attach to your package or use your own shipping method.
  • We aim to process returns and refunds promptly, typically within 7–14 business days of receipt of your returns. You will receive a refund notification email after the refund is processed.
  • Please ensure that your order confirmation is included when returning your item(s).
How can I make an exchange?

Free UK Exchange

We offer free UK exchange up to 14 days from the receipt of your delivery. Exchange is available for all products, subject to stock availability. 

  • To initiate an exchange, please visit our return portal by clicking here and select the exchange option available to submit your request.
  • We’ll provide a shipping label or QR code. Print the label to attach to your package, or present the QR to your nearest drop point using our online locator.
  • Please ensure that your order confirmation is included when exchanging your item(s).
  • If the value of the item you wish to exchange is lower than your original purchase, you can choose to receive a refund on the difference or online store credit. The credit will be issued as a gift card, valid for one year, with an additional 10% bonus. We highly recommend this option. 
  • An exchange can only be requested once per transaction.

 

International Exchange

While we currently do not offer free exchange for international orders, you have 14 days from the receipt of your delivery to request an exchange. Exchanges are available for all products, subject to stock availability. Please be aware that delivery charge are at your cost.

  • To initiate an exchange, please visit our return portal by clicking here and select the exchange option available to submit your request.
  • Please purchase a shipping label within our return portal to attach to your package or use your own shipping method.
  • Please ensure that your order confirmation is included when returning your item(s) for exchange.
  • If the value of the item you wish to exchange is lower than your original purchase, you can choose to receive a refund or online store credit. The credit will be issued as a gift card, valid for one year, with an additional 10% bonus. We highly recommend this option. 
  • An exchange can only be requested once per transaction.
How long does it take to process the refund?

We aim to process returns and refunds promptly, typically within 7–14 business days of receipt of your returns. You will receive a refund notification email after the refund is processed. 

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 and we will get back to you as soon as possible.

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

It’s unfortunate that you receive a faulty item. Within 14 days of receipt of your delivery, please visit our return portal by clicking here and select the return or exchange option available to submit your request, subject to stock availability.

We cover all delivery costs for any faulty items.

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

It’s unfortunate that you receive an incorrect item.  Within 14 days of receipt of your delivery, please visit our return portal by clicking here and select the return or exchange option available to submit your request, subject to stock availability.

We cover all delivery costs for 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. If “Back in Stock” button doesn’t appear on the main product page, it means the products will be discontinued.

We keep our Essential 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.

If you require more information, please contact us via email at hello@ninetypercent.com Mon to Fri, 9am - 5pm). We're happy to help you with your query.

Frequently asked question

Use this text to answer questions in as much detail as possible for your customers.

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?

If you missed entering your promo code, please contact our Customer Service team within 3 hours with your code and we will be able to manually apply the discount for you. 

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.