RETURNS, EXCHANGES & RECLAIMS
Exchanges
Free exchanges with the 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. Exchange requests must occur within 30 days of receiving the original item via our return portal.
An original item can be exchanged a maximum of two times.
Please note that we currently don't offer exchanges for non-EU customers (e.g. UK, Norway, Switzerland, US, Australia). However, you can still return your item via the return portal and place a new order when ready.
Exchanges process (EU)
1. Register your exchange via our return portal.
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, we are not able to make any changes as the exchange order goes through an automated process to be send as soon as possible.
4. You will receive your free prepaid shipping label and return instructions directly to your email inbox, please also check your spam folder in case it lands in there.
5. Your exchange order will be sent to you as soon as possible.
Returns
Returns policy
You can return your unused and unwashed items within 30 days of receiving of your items.
Please note that returns are only free if you opt for Store Credit instead of a refund. Otherwise the return label cost will be deducted from your final refund amount.
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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. Free gifts, and gift cards are not returnable
3. Original shipping, customs and import charges are non-refundable
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See "returns process" to register your return
Returns shipping
While we cover the shipping costs for exchanges within the EU and returns for store credit, general return shipping costs are the responsibility of the customer - we do not offer free returns if you opt for a refund (we only offer free exchanges).
We offer 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 process
1. Register your return via our return portal here
2. When you have filled out the online return form you will get an email sent directly to your inbox with a shipping label and shipping instructions included. Please check your spam folder in case it lands there.
3. Print the prepaid shipping label which is sent to you via email.
4. Attach the shipping label to your package and drop it off at your nearest service point.
5. If you opted for store credit, your order amount will be credited to you once you dropped off your return. If you opted for a refund, you will receive your money once we have inspected the return in our warehouse in Sweden (typically within 2-3 weeks).
Returns drop-off locations
UK Returns
1. Please register your return via the returns portal
2. Your return label and commercial invoices will be attached to the an email that will be automatically sent to you after you register your return. Please print them all off (1 x return label and 3 copies of commercial invoices).
2. The UPS return label is to be placed on the front of the return package. For the commercial invoices, please make sure that one of the commercial invoices gets put in a plastic clear wrapper on the front of the package (this can be supplied by UPS when you are there, or you can use some clear tape, to tape it onto the package) and the other 2 copies need to be given to the customer service individual at the UPS.
3. You can use this link to locate your nearest UPS drop-off point. You need to enter your country and postcode to find your local UPS point.
https://www.ups.com/dropoff?loc=en_GB
4. Once your order has been received and processed by our warehouse in Sweden, the refund minus the discounted return shipping fee will be issued. This usually takes 2-3 weeks, sometimes sooner.
Non-EU returns
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, you will receive your shipping label and instructions to your email directly. Please check your spam folder in case it landed there.
For UK, Switzerland, Australia, USA and Singapore you will need commercial invoices, so please register your return through the portal. Once registered, you will receive your shipping label and instructions to your email directly. Please check your spam folder in case it landed there.
Uncollected Orders
If you don't pick up your order, we reserve the right to charge you for the return shipping cost. Please see the following page for specific prices based on your country.
Product issues and reclaims
Reclaims process
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 are perfect. Please note that general wear-and-tear related issues may not fulfil the definition of a manufacturing defect.
On the rare occasion that you believe that you have received a faulty item, please reach out to help@ninepine.com and include a photo of your issue so our team can find a suitable solution.