Frequently Asked Questions (FAQs)
Shipping and Delivery
Do you ship internationally?
We're offering international shipping exclusively for the Satoriya collection. The estimated shipping time for these orders is between 7 to 10 working days.
Shipping will be based on weight and location, and will reflect accordingly in your cart based on your address.
We're currently shipping to the following countries: Malaysia, Indonesia, USA, The Netherlands, and Australia. Send us an email at info@ninenofficial.com if you'd like to request shipping to your country, and we'll take your request into consideration.
Our shipping provider is J&T Express International Shipping.
If you have any further questions or need assistance with your order, please don't hesitate to reach out. We're here to help!
When will I receive my order?
- Standard Delivery: Deliver within 3-7 working days, tracking number included | $5.90 - $15.90
- For Beddo, Swivel chair, Rocking Chair and 2 or more Kaiteki Floor Recliners: Deliver within 3-7 working days | $23.90
- Self Collection: Every Sunday between 11am - 1pm | 623 Aljunied Road #06-02(A) Singapore 389835 | Free
- Preorders: You'll be sent an email to select your delivery option 1 week before your shipment arrives.
- Free Delivery: when you spend $600 and above
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.
Product Care
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 (1st & 2nd Edition):
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 24 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 $13.90/$23.90 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.
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 info@ninenofficial.com.