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Returns & Shipping

UK RETURNS


  • 1. Log-in to your account

    Go to My Account > My orders on the left side navigation bar, select the corresponding order you wish to return or part-return and click on Return on the top right-hand corner of your order page. Please note you must first return an item in order to exchange.


  • 2. TELL US WHAT YOU ARE RETURNING

    After you have filled in the information required in the returns form on the website, please select ‘SUBMIT’. You will receive a Return Number via email, you can also find your return number under My Returns. Your return will be authorised by the customer care team. Please note your return number on the order form that comes with your parcel and include it in the return parcel.


  • 3. PACK THE ITEMS

    Pack your return item(s) using the original packaging provided making sure all tags are attached to the item(s).


  • 4. LABEL THE PACKAGE

    Please attach the return shipping label that comes with your parcel to the outer-brown box, ensuring the previous shipping label is concealed. Do not attach the shipping label marked as ‘Archive Doc’ to the parcel.


  • 5. BOOK YOUR COLLECTION BY PHONE

    Contact your local DHL on 0844 248 0844. You will need our account number to book this collection which is 419394761 (UK COLLECTIONS ONLY).


  • 6. COMPLETE THE PICKUP

    Upon collection please hand the driver the DHL shipping label marked ‘Archive Doc’. Please leave the parcel open so the driver can inspect the parcel. Once checked please seal the parcel securely.

EU & REST OF WORLD RETURNS


  • 1. Log-in to your account

    Go to My Account > My orders on the left side navigation bar, select the corresponding order you wish to return or part-return and click on Return on the top right-hand corner of your order page. We do not offer exchanges outside the UK.


  • 2. TELL US WHAT YOU ARE RETURNING

    After you have filled in the information required in the returns form on the website, please select ‘SUBMIT’. You will receive a Return Number via email, you can also find your return number under My Returns. Your return will be authorised by the customer care team. Please note your return number on the order form that comes with your parcel and include it in the return parcel.


  • 3. PACK THE ITEMS

    Pack your return item(s) using the original packaging provided making sure all tags are attached to the item(s).


  • 4. RETURN THE PACKAGE

    Please return the parcel with a courier of your choice. Please send the parcel to the address
    below.
    NINE IN THE MIRROR, Studio 12, Fairbanks Studio, 65-69 Lots Road, London, SW10 0RJ, United Kingdom
    This parcel is your responsibility until it reaches us, so we recommend you send it tracked with a reputable courier.
    *REST OF WORLD Please note to inform your chosen shipping agent that the items enclosed are return items and not commercial items, so you are not subject to duty charges. This information must be clearly labelled on the exterior of the parcel or we cannot accept this parcel as a return.

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.

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.

SALE RETURNS

We do not offer complimentary returns on sale items, however, you may still return your items within the 14 days period.

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 and you will receive a ‘Credit Memo’ email which is proof of your refund.

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.

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
UK Royal Mail 2-3 working days £3.50 https://www.royalmail.com/track-your-item
Europe Royal Mail Standard 5-7 working days (not signed for, not tracked) £10 https://www.royalmail.com/track-your-item
International Royal Mail Standard 5-7 working days (not signed for, not tracked) £15 https://www.royalmail.com/track-your-item
Europe 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

LATEST ORDER DATES TO RECEIVE ORDERS BEFORE CHRISTMAS

 London Same Day- 22nd Dec by 11am (Excel same day service)

UK– 20th Dec by 1pm (DPD next day delivery service)

EU– 18th Dec by 1pm (DHL Express service)

Rest of World– 15th Dec by 1pm (DHL Express service)

CHRISTMAS SHIPPING AND RETURNS

To receive your order in time for Christmas day please take note of the following cut off dates to order by.

Excel London Same Day- 22nd Dec by 11am

Royal Mail UK- 15th Dec by 1pm

Royal Mail EU and International– We do not recommend you choose this standard service if you wish to receive your parcel urgently. Please select DHL as a shipping option if you need to receive your order within a certain time-frame.

DPD Next Day UK– 20th Dec by 1pm

DPD Saturday UK- 22nd Dec by 1pm-we do not recommend this service if urgently needed by Sat 23rd

DHL EU– 18th Dec by 1pm

DHL Rest of World– 15th Dec by 1pm

We cannot take responsibility for parcels that are delivered late due to unforeseen circumstances such as weather issues or customs, which can result in delayed shipments. We recommend you place your order in advance of the cut off days if possible.

Our Return policy will accommodate Christmas orders by extending our returns dates as follows, orders placed between Friday December 1st 2017 and Friday December 22nd 2017 can be exchanged or returned for a refund at our discretion until Friday January 5th 2018.

TRACKING MY ORDER

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

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.

Please note European and International orders sent via Royal Mail are not trackable and the shipping times are approximate. Please select DHL as a shipping option if you need to receive your order within a certain time-frame.

We do not offer Royal Mail as a shipping option for European or International orders over £500.

UK DELIVERY OPTIONS

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

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

*Please note due to Russian customs restrictions we are only able to ship to a registered Business address. If the shipping address you provided is not a recognised registered business address please let us know as soon as possible. If this parcel is shipped to a non-registered business address and is unable to be delivered via DHL the parcel will be returned to us and we will not reimburse you for the shipping fee you paid.

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. We do not accept liability for parcels which are ‘left in a safe place’ or ‘delivered to a neighbour’ using the DPD delivery options.

Please note that if you choose to use your own returns service; insurance of the parcel becomes your responsibility.

 

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