Frequently Asked Questions (FAQs)
Shipping and Delivery
Do you ship internationally?
We offer delivery for all orders within Singapore, but we're currently not shipping internationally.
When will I receive my order?
- Shipping date to be chosen when checking out
- $10.90 per delivery address
- Free Shipping with over $500 spend
Ordering and Payment
How can I pay for my purchases?
You can pay via PAYNOW to UEN: 202230122M (NINE.N (PTE. LTD.)). Once you make the payment, please WhatsApp us at 8938 1383 with the PAYNOW transaction receipt. Orders will be confirmed once payment is received.
Where is my order?
If you have not received your order within the estimated delivery time, please contact us and we will assist you.
Are the covers machine washable?
All our removable covers are machine washable, but to really take care of them, we recommend hand washing.
How should I wash the cover?
Please watch our instructional video where we walk you through the process step-by-step.
Where is My Zipper Clip?
It's easy to find the zipper clip on the Kaiteki. It's hidden in the small pocket where the zip ends, on the side of the floor recliner.
For Older Versions of the Kaiteki:
Why is the zip slider sewn inwards?
The inward-facing zipper called an "invisible zip" creates a smooth edge and is common in furniture. Although it may take some time to unzip the cover, it ensures a neat and polished look.
Refunds, Exchange, and Warranty Policy
Do your products come with a warranty?
Yes! Our Kaiteki, Joo, Ojo, Beddo, and Pikkunikku products come with a warranty on the standard furniture frame.
- For purchases made on or after 22 January 2024, the warranty duration is 2 years from the date of purchase.
- For purchases made on or after 1st June 2022, the warranty duration is 15 months from the date of purchase.
- For purchases made before 1st June 2022, the warranty duration is 9 months from the date of purchase.
What if there's something wrong with the mechanism of what I bought?
For our floor sofas and other products with mechanisms, we provide a warranty for 15 months after the date of delivery. If you encounter any issues with the mechanism, we will exchange it for you, and send a delivery team to collect the item, at $15 delivery charge. Any exchanges will be done within 10 to 14 working days. Please note that the exchange policy applies for a one time exchange only.
Can I get an exchange if I changed my mind?
If you change your mind about your purchase and want to exchange it for a different product, you may do so within 24 hours after delivery. The product must be in its original condition and packaging. You will be responsible for a two-way delivery fee of $30.
Will I be able to get a return or refund?
We do not accept returns or refunds for products except in the case of visible defects, such as stains, tears, or thread issues. If you discover a visible defect within 12 hours after delivery, please notify us immediately and we will exchange the item for you free of charge.
If you would like to return our product, notify us within 12 hours after delivery. The amount you've spent will be converted to lifetime credits, which can be used for future purchases.
Do note that the delivery fee will be paid by the customer. We hope that these policies give you peace of mind and confidence in your purchase with NINE.N. If you have any questions or concerns, please feel free to contact our friendly customer service team via WhatsApp at +65 8938 1383 or email us at email@example.com.