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WE PLANT 1 TREE FOR EVERY ORDER - 30 DAY RETURNS

FREQUENTLY ASKED QUESTIONS

Where is Ninepine from?

Ninepine is based and incorporated in Stockholm, Sweden.

Why is everything in English if you're from Sweden?

Although we are based in Sweden, we cater towards the broader European and global market where English is the lingua franca. Our small team also consists of persons with international backgrounds (e.g Australia, UK, Austria etc) making English our natural company language.

Orders

I signed up to the newsletter for the 10% off code but never received an email. When I tried again it said I was already subscribed

Once you have entered your email address the system will not let you enter it again. The 10% discount code usually gets sent to your email, we recommend checking the spam folder as well. Please note it can sometimes be delayed.⁣

If you haven’t received it after a couple of hours please send an email to help@nine-pine.com

I want to place an order but the item I want is out of stock.

Please sign up to get notified of the restock directly on the product page itself. You can select the size & colours, hit the “Notify me when available” button and enter your email address.

How can I check my order and delivery status?

All orders placed Monday – Friday before 10am CET ship within 48 hours from our European (EU) warehouses. As soon as it ships, you’ll receive a confirmation email with a link to track its progress. If you haven’t received a confirmation email please check your spam folder and/or email us at help@nine-pine.com

How do I cancel/change an order?

If you need to cancel or change an order, please get in touch with us as soon as possible via help@nine-pine.com. However, depending on the status of the order, we cannot guarantee that we can cancel/change your order. We can only make changes to orders that have not already been packed and processed by our warehousing partners.

How do I return/exchange an order?

Please see our returns and exchanges page - section >Returns process

/Exchanges Process for more information. Please note we currently offer exchanges to EU countries. All other non-EU countries are returns only.

Can I return online orders in your physical store?

Yes you can! Please make sure you have your order number with you when you come into the store.

How do I return a NON-EU order?

Please submit your return on our return portal. All non EU returns must include a commercial invoice on the return package. Please contact us if you did not receive one from our portal. Without a commercial invoice, return packages may bounce back to you.

If I bought some items in the store but now want to exchange them, how does it work?

In-store sales can only be exchanged in-store (retail sales are not connected to our online returns/exchange portal). Please have your order number details to hand when you visit the store. If you have any questions about this, please contact us via email.

Shipping questions

Delivery times?

Please see the shipping transit estimate information here.⁣⁣ All orders are packed and shipped from Norrköping, Sweden from Monday to Friday (Couriers do not pick up packages on weekends). ⁣

All orders are packed by our third-party logistics partner called "Almroths" in Norrköping, Sweden. Their daily cut-off time is 11:45 am CET - website orders placed before this time are usually packed the same day. ⁣However, the warehouse's contractual obligation is to pack all orders within 2 business days (Mon-Fri).

Couriers such as UPS, Budbee, DHL etc. usually pick up packages from the Norrköping warehouse once per day after lunch time by truck (Mondays-Fridays). The couriers then take the packages to the closest sorting terminal where they get scanned.


⁣Here is the full process

  1. Order made by customer
  2. Order packed by our 3PL during weekdays (first in first out)
  3. Packages sorted per transporter inside the warehouse
  4. Transport company picks up the packages (they come once per day)
  5. Transport company takes your package to the closet terminal where it is first scanned
  6. Package is in transit
  7. Package is delivered

Delivery costs?

We offer free shipping to EU countries for orders over 50 Euros. Otherwise, shipping costs will be shown at the checkout.

Where do you ship from?

All orders are packed by our third-party logistics partner called "Almroths" in Norrköping, Sweden.

Payments

What payment methods can I use?

We currently accept Visa, Mastercard, Maestro, American Express, Klarna (selected countries), iDeal (Netherlands), Bancontact, Apple Pay and Google Pay.⁣

Please note that payment methods are subject to change.

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