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Shipping & Returns

SHIPPING INFORMATION

NINE IN THE MIRROR is shipping worldwide.

DESTINATION SERVICE DELIVERY TIME PRICE TRACKING
London (Inside M25 only) EXCEL Same day if ordered before 11am Monday-Friday only. Orders placed after 11am will be dispatched for delivery for the next working day. £25 We will forward this on the day.
UK DPD Next working day delivery – 1-2 Days – Next day delivery for orders placed before 1pm. Orders placed after 1pm will be dispatched the following day for delivery the next working day. Orders placed on Saturday or Sunday will be dispatched on the following Monday. £8 http://www.dpd.co.uk/content/how-can-we-help/index.jsp
Europe (Including Switzerland) DHL Express 2-5 working days £25 http://www.dhl.co.uk/en/express/tracking.html
USA DHL Express 2-7 working days £25 http://www.dhl.co.uk/en/express/tracking.html
Rest of the World DHL Express 2-7 working days £40 http://www.dhl.co.uk/en/express/tracking.html

 

TRACKING MY ORDER

Once your order has been dispatched you will receive an email informing you which will contain a tracking number which you can use to track your order on the relevant service.

If using one of the DPD services you will also receive a text message and email specifying your delivery time as well as giving you options for redirecting your delivery.

UK DELIVERY OPTIONS

When processing your order you will receive the option to choose from a variety of delivery options above.

Please note that all delivery times quoted are from point of payment authorisation.

SAME DAY DELIVERY

We currently offer a same day delivery service in London, to postcodes within the M25. We will endeavour to expand this service in time.

INTERNATIONAL DELIVERY OPTIONS

Prices for international shipping vary according to destination country. Please refer to the table above for details of these options or contact Customer Care +44 (0) 020 3538 5101 for more information.

Customers may have to pay import duties and customs charges to receive their parcel. This charge is decided by border control and it is the responsibility of the recipient to pay these charges where applicable.

*Customers in US- Please note for orders totalling over $2000 US Customs may ask for your IRS, EIN or SSN number before this shipment can be dispatched from customs. If this is the case our courier DHL will contact you and ask you to provide these details.

*Customers in China- All orders being imported into China require a Customs Registration code (CR code) prior to shipping. This CR code is a customs requirement and must be declared on all Chinese shipments. Upon receiving your order we will contact you to ask you for this information so we can proceed with shipping your order. Please see the link below for further information.

http://www.dhl.co.uk/en/express/customs_support/customs_paperwork/customs_guidelines_china.html

*Customers in Russia- Due to Russian customs restrictions we are only able to ship to a certified Business/Commercial address.

Please note we are not responsible for customs delays for International shipments.

INSURANCE

All Orders and Returns are insured by NINE IN THE MIRROR for loss or theft in transit up to the point of receipt. Please note that if you choose to use your own returns service; insurance of the parcel becomes your responsibility.

RETURNS POLICY

At NINE IN THE MIRROR we aim to provide a hassle-free returns experience. Please review our returns policy below and contact our Customer Care team should you require any assistance with returns and refund/exchanges.

HOW TO PROCESS A RETURN/EXCHANGE – please note you have 14 days from the receipt of the order to make an exchange/return

  1. Log into your account at www.nineinthemirror.com
  2. Go to My Orders, select the corresponding order and then the item(s) you wish to return – please note you must firstly return an item to us and complete the returns process in order for us to do an exchange. Please email us directly if you wish to exchange an item(s).
  3. Click Return, fill out the return information form and we will then email you a Returns Number
  4. Please note the Returns Number on the return form and include it in your parcel
  • For collections in the UK, we will contact you to arrange collection
  • For collections in Europe please use the pre-paid label enclosed in parcel and contact UPS to arrange collection
  • For collections from the rest of the world we will contact you with further information on how to return your order
  1. Ensure that the item(s) are carefully packaged inside the box and then placed inside the box provided and that the item(s) has all tags attached.

Please contact us if you have any questions Email: consultants@nineinthemirror.com Telephone: + 44 (0)20 3538 5101

We cannot accept the following returns:

  • Any item requested for return outside the 14 day time frame
  • Items that have been worn
  • Items where the tag has been removed
  • Lingerie briefs
  • Swimwear where the hygiene strip has been removed
  • Any product deemed by us to be not re-saleable
  • Items where the branded packaging has been damaged
  • Any item purchased at a sample sale
  • Please note we can only exchange sizes and cannot exchange return items for another style

NINE IN THE MIRROR will email you a Credit Memo to let you know that your return has been received and a refund/exchange has been processed/dispatched once it has been authorised.

UK Customers

Once we receive your Returns notification (after completing the returns procedure outlined above), we will contact you and arrange the collection with DPD/Interlink on your behalf.

-We will contact you during our working hours which are Mon-Fri 9.30am-6pm.

-DPD/Interlink will affix a pre-paid label to the package upon collection

-Collections are made Mon-Fri during working hours

Europe Customers

 Once you have completed the returns procedure as outlined above, please contact DHL to arrange a collection.

-Please find enclosed in your parcel a returns document with a barcode which you must stick to the outside of the parcel.

-In order to track your return, please keep note of the tracking number on the pre-paid label, which you can track on the DHL website.

DHL Customer service: 0844 248 0844

Website: http://www.dhl.co.uk/en/contact_centre.html

Collections are made Mon – Fri

Rest of the World Customers

All international customers outside the EU are obliged to pay for their goods to be returned for a refund. Exchange not available for International orders.

Once we receive your returns notification (after completing the returns procedure outlined above), we will contact you with further information on where to return your parcel. Alternatively please see return details below.

Please send the parcel to the address below.

NINE IN THE MIRROR

Studio 12, Fairbank studios,

65-69 Lots Road, London, SW10 0RN

United Kingdom

Please note to the shipping agent you chose to use, that the items enclosed are return items and not commercial items so you are not charged for duty. This information must be clearly labelled on the exterior of the parcel or we cannot accept this parcel as a return.

This parcel is your responsibility until it reaches us at our warehouse so we recommend you send it tracked with a reputable courier.

-We will contact you during our working hours which are Mon-Fri 9.30am-6pm GMT

-As we are based in the UK, please allow 10 days for overseas returns to reach us for a refund.

Outside the EU, cost of returns shipping, customs duties and sales taxes are non-refundable. Please be advised you may be able to recover customs duties and sales taxes fees by contacting your local customs bureau directly.

 

REFUNDS

Once your order has been returned to our warehouse and quality checked, you will be refunded within 7 working days. Please note International refund transactions can take up to 10 working days. Your refund will be credited to the original payment method.

All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, cost of returns shipping,  customs duties and sales taxes are non-refundable. You may be able to recover customs duties and sales tax costs by contacting your local customs bureau directly.

The refund does not compensate for currency rate (exchange rate) differences between the original purchase date and the refund date.

 

FAULTY/INCORRECT ITEMS

All our garments and accessories are thoroughly quality checked in our warehouse. Should you receive a faulty or incorrect item, please contact our Customer Care team to notify them immediately via telephone: + 44 (0)20 3538 5101 or email:consultants@nineinthemirror.com

If your order is returned to us damaged and you haven’t notified us beforehand, we will be unable to offer a refund.

Please note: All items must be returned in their original condition, with all labels attached.

 

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