FREQUENTLY ASKED QUESTIONS

For any questions, comments or concerns you have, we are here to help. Below are some FAQs that might help, otherwise please email info@nineyardsstore.com or call us on +44 (0)1509 211 487.

What payment methods do you accept?

Credit Cards via Sage Pay secure checkout:
We accept Visa, Mastercard, Maestro, Discover, and JCB. Note: cards issued by local banks may not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

PayPal:
Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our PayPal checkout to speed through the order process.


Payment Security
All transactions submitted to use are encrypted with SSL software which encrypts information you input to protect it from interception by outside parties. Nine Yards Store is committed to maintaining the highest levels of security and protection against fraud. We ensure that your credit card information, contact information and shipping/billing information are always confidential and safe.

Can you price match from other websites?
As long as we are able to verify the price from another UK website we will happily price match. However, we cannot match additional promotions or discount codes that another website may be using in conjunction with their price offer.

Can I place a telephone order?
We are not able to take payments over the phone. Our website has been designed to offer you maximum security and you can pay by debit, credit cards, and PayPal.

Can I change my order?
Because we operate a very fast warehouse system once your order is placed it is sent immediately to the warehouse and changes cannot be made. If you have ordered the wrong item we would ask you to make another order and send the incorrect item back to us. However, if we are contacted early enough, we will make every attempt to cancel the order before dispatch.

How long do I have to return an item?
You have 30 days from the date on which the goods were received to return any item. See our returns page here for more information.

Your website is sold out of a product or size. Are you getting any more?
Our buying team work hard to keep our website updated with new season and regular product lines to show you everything that is available. New lines are amended each day and stock levels are checked throughout the day, so we advise you to continue to check the website. Contact us at info@nineyardsstore.com for further information or if you have a specific product in mind.

My order has not arrived, where is it?
If your order has not reached you within the estimated delivery period, it could be for the following reasons:
The carrier has experienced a delay. In which case, your tracking information should display any delays and the new delivery date. The delivery company has tried to deliver and has left you a calling card. Your parcel has been left with a neighbour. Your parcel has been left in a safe place (if you specified this in the delivery notes). If none of these apply or you selected a non-tracked standard shipping service, our Customer Service Team is here to help. You can contact us by clicking here.

Has my return been processed yet?
We aim to ensure that your return is processed within 5 working days of us receiving it. We advise that you should send your parcel back via a recorded delivery to enable you to ensure it reaches us. If you send us your tracking number with details of you order and the items you have returned, this will enable us speed up your return. For more information please visit our Returns and Exchange page here.

Still can't find the answer you're looking for?
Head to our contact us page and get in touch!