Shipping policy

Shipping Policy

Where we deliver

We currently deliver to the United Kingdom. Delivery is free on every order with our standard tracked service. An express option is offered at checkout for a small charge.

Order processing

We pride ourselves on processing orders quickly: most orders are processed within 12 hours of being placed. If you need to cancel or change your order for any reason, please email us as soon as possible at contact@ninonandco.com with "Cancel my order" in the subject line, your full name and your order number. Because most orders are processed and/or dispatched within 12 hours, we cannot guarantee changes or cancellations once an order has been processed — but we will always do our best.

Delivery times

Once dispatched, orders are delivered by tracked post, with the final leg in the UK handled by Royal Mail or an equivalent carrier. Delivery times shown at checkout are estimates and may vary because of postal delays, strikes, weather or other events outside our control. In any event we will deliver your order within 30 days of your purchase; if we cannot, you may cancel the order and receive a full refund.

Tracking

As soon as your order is dispatched you will receive an email (and an SMS if you opted in) with your tracking number. You can also follow your parcel from the "Track my order" page on the Site.

Incorrect address

It is your responsibility to make sure the delivery address you enter is complete and correct, and to tell us of any change as soon as possible. The address can only be changed if the order has not yet been processed. We cannot be held responsible for deliveries that fail because of an incorrect or incomplete address, an inaccessible location or a refused parcel. In those cases the parcel may be returned to us, although this is not guaranteed. If it is returned, we will offer you either a refund less the delivery costs, or a re-delivery, at your choice. A refund or re-delivery is only possible once the parcel has reached the sender.

Parcel shown as delivered but not received

If the tracking shows your parcel as delivered but you have not received it, please check with neighbours, your building's reception and any safe place, then email us within 7 days. We may ask for further information and open an enquiry with the carrier. Once the enquiry is resolved, we will find a solution that suits you — for example by re-sending your order at our cost.

Damaged parcel

If your parcel arrives visibly damaged, please photograph it before opening it and contact us within 48 hours of delivery so we can put things right.

Returns

Please see our Refund Policy for full details of returns, cancellations and refunds.