Customer Care

DELIVERY TIME

Domestic UK - Royal Mail

  • Tracked 24 - Next working day
  • Tracked 48 - Within two to three working days

    • Please note that you must place your order before 4:00pm to guarantee next day delivery. Orders placed after 4:00pm will be processed and despatched the following working day. For example, if you order after 4:00pm on Wednesday your order will be processed and shipped on Thursday and you will receive your order on Friday.

    You must provide a working mobile telephone number to receive up to the minute tracking information.

    Please note that orders placed after 4:00pm on Friday will not be shipped until the following working day - which would be Monday. We do not offer a Saturday delivery option at present.

    International - Domestic Postal Service* will be subject to custom fees depending on which Air Zone you are from and depending by your country Customs Office. 

    All our tracking and signature services aim to deliver to Europe within 3-5 working days** and worldwide within 5-7 working days. 

    *Your order will leave our facilities with Royal Mail UK, however the delivery will be completed by your country's local postal services.
    **Tracking and Signature services to Ireland, France, Germany, Spain, Italy, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg have a delivery aim of 3-4 working days.

    If your order goes into Customs, unfortunately it will take longer for the delivery. Please note this before placing an order, make sure you order on time if you have a specific event, if you are leaving the country etc. as we can't speed up a delivery for International orders. 

    I MISSED MY DELIVERY!

    If you are not there when your order arrives and you have chosen home delivery, the courier should leave a delivery note stating where you can collect it (for example, a local post office) or instructions to re-schedule a delivery. Sometimes there are multiple delivery attempts if you have not signed an agreement about delivery with a neighbour or in a safe place.

    CAN I TRACK MY ORDER?

    Yes! You will receive a direct link to your tracking in your shipping confirmation. Simply click on the link to view the up to date tracking for your order.

    If you don't have received your tracking please contact support at info@no91.com and we will provide it for you.

    If you receive an email notification from Royal Mail, then we recommend you to download the new Royal Mail App on which you can track your delivery and check informations on the estimated day and delivery window of your parcel.

     

    I HAVEN'T RECEIVED MY ORDER

    The estimated delivery time for your order depends on which country you're ordering from and which delivery method you chose. If you are still waiting for your order after the delivery time has passed, please contact our customer service and we will help you further!

    AN ITEM IS MISSING FROM MY SHIPPING CONFIRMATION

    If for some reason are unable to ship one of the items in your order, this will be stated in your shipping confirmation and you will contacted and/or refunded for the item.

    If you still have any concerns please do not hesitate to contact us with your order number and the name of the item that is missing and we will be there to help you!

    RETURNS

    If you are not completely happy with your purchase, you can return it to us and exchange it for an alternative size or style or have the item(s) refunded. To qualify for a refund, all items must be returned within 30 days of receiving your order and be in an unworn, unused condition with the original tags attached. 

    RETURN LABEL AND ADDRESS

    If you have lost your return form you can download it here.

    We strongly recommend that you return items using a Royal Mail or DPD registered post service with compensation cover and obtain a certificate of posting for you records as we cannot be held responsible for items that are lost in the post when being returned to us.

    Please use this address when you return your parcel:

    No 91
    113 Whitechapel Road
    E1 1DT, London
    United Kingdom

    FAQ RETURNS

    HAVE YOU RECEIVED MY RETURN?

    Returns usually take 14 days to be received and processed from when you have sent it. When your return has been processed, you will be contacted and a refund will be issued through your original payment method, this could take up to 5 work days.

    If you are contacting our Customer Care team, please make sure you provide the return tracking number for your order and the courier you have used. 

    CAN I RETURN SALES ITEMS, SWIMWEAR AND UNDERWEAR?

    We do accept returns on sale items, as long as all the tags are still attached and the item is in its original condition.

    For hygiene reasons, we cannot accept returns for any swimwear or underwear items, unless the product is faulty.

    ARE YOUR RETURNS FREE OF CHARGE?

    Unfortunately we are not offering free returns at the moment. You will have to arrange a return with a courier service yourself. 

    PAYMENTS

    Payment methods:

  • Visa and Mastercard (credit and debit card)
  • American Express
  • PayPal
  • Klarna (direct and 'pay later')

    •  

    PAYING WITH KLARNA

    To place an order with Klarna you need to provide a telephone number and address registered in your country. It is also important to enter your correct email address as the payment details will be sent to you by email.
    To use the 'pay later' service you will be required to provide information that will be subject to a credit check before the order / payment can be approved. 
    Once your order has been placed, you will be sent details by email as soon as your order has been shipped from our warehouse.

    PAUSING MY KLARNA PAYMENT

    You can simply pause your payment by logging in to your Klarna account or the Klarna app with your email address and personal number. By going to the payment and selecting "report return" this will pause the payment without any additional cost until your return has been processed.

    Once processed you will receive an update from Klarna that your invoice either is credited or updated with a new amount.

    DO YOU SELL GIFT CARDS?

    Unfortunately we don't sell gift cards at the moment!

    FAQ PAYMENTS

    I HAVE RETURNED MY ORDER, WHEN DO I GET MY REFUND?

    Our return process can take up to 14 days from the date you sent back your order. As soon as your return has been received by us and your refund has been initiated, you will receive a confirmation of this by e-mail. Depending on payment method it might take 2-5 business days from when you received the return confirmation, before you get your refund.

    WHY IS MY CARD NOT ACCEPTED?

    Most debit and credit cards have 3D Security which has to be activated in order for you to make a purchase. If you are not sure whether the 3D Security for your card is activated or not, kindly contact your bank directly and they will be able to help you. Should you still experience any issues or have any questions regarding this, do not hesitate to contact us!

    MY ORDER WAS CANCELLED, WHAT HAPPENS TO MY PAYMENT?

    If there has been money taken from your account even though your order was unsuccessful or got cancelled, this amount has been reserved by your bank and will automatically bounce back to your account within 2-5 working days. If you chose to pay with Klarna invoice, the invoice will automatically be removed from Klarna.

    I HAVE RETURNED MY ORDER BUT MY CARD HAS EXPIRED!

    Your refund is always issued back to the payment method that you used to place your order. If you chose to pay with a debit card, the payment is made directly from your bank account, and the refund will also be issued directly to your bank account. Therefore it does not matter if your card is no longer in usage.

    If you have closed your bank account, you can simply contact your bank once you have received your refund confirmation by email and they will redirect the transaction to the bank account of your choice. And of course, if you have any further questions, do not hesitate to contact us.