FAQ
- HOW TO PLACE AN ORDER
Ninetonine is sold through its different retailers across the world, as well as via its Madrid showroom. As we are constantly adding new retailes, please consult our website for an up to date list.
If you don't find a retailers near you, you may also contact us on info@ninetonine.es or visits our Madrid showroom to place an order.
Addresses:
Showrooms (by appointment)
Madrid: Calle Carranza 17, 28004
UK: Poland Court, Poland Lane, Odiham, Hampshire.
Tel: +34 660 796 222
10am – 6.30pm Monday - Friday.
Email: info@ninetonine.es
Ordinary post: You may send your order to: ninetonine world, C/ Carranza 17, 28004 Madrid.
Online:
Online shop forthcoming.
- PAYMENTS
Upon placing an order, ninetonine will issue an invoice that must be paid in full in order for ninetonine to send the furniture order to its warehouse. Payment by bank transfer and cheques, made out to ninetonine world slu, are accepted.
Upon making a payment to ninetonine, the client accepts ninetonine's terms and conditions of sale.
- INFORMATION FOR WHOLESALERS
Please contact us on info@ninetonine.es for more information about how to become a ninetonine retailer.
- GUARANTEES
- Furniture
Our products are handmade to the highest standards of quality and design. All manufacturing defects are covered by a two (2) year guarantee, dated from the delivery date, understood as the date of the delivery note.
Nevertheless, and according to Spanish Law 23/2003, de 10 de julio, de Garantías en la Venta de Bienes de Consumo, all defects or faults that occur within 6 months of reception of goods shall be assumed to be manufacturing defects, and the manufacturer shall be considered responsible for these, unless there is clear reason to believe otherwise. For errors, faults or defects that arise following this period, the client shall be responsible for demonstrating that these are manufacturing defects, and not arising as a result of everyday usage.
In the event of a manufacturing defect, or any missing piece, ninetonine shall be pleased to replace all necessary items at no additional cost to their client.
- RETURNS, EXCHANGES, REPLACEMENTS
If for what ever reason you are disatified with your furniture, when bought direct from ninetonine, you have 7 working days to return this to us. In this event, the client is responsible for shipping costs. At the same time, the client is also responible for any damage that might occur to the furniture until it is returned back to ninetonine. If you have bought your furniture from one of our retailers, please consult them for their own rules on returns and exchanges.
NB: personalised furniture may not be exchanged or returned (for example, a hand carved cot or shelf), unless it presents a manfuacturing defect (see Guarantees). Returns are also not admitted for any accessory or decoration product (unless in the case of a manufacturer's defect), as these are made to order. Please ensure that the product, personalisation, colour and finish are correct before placing an order, as we may not change any order specification once it has been sent to our factory.
In the event that furniture arrives with any signs of damage, please contact us IMMEDIATELY upon reception on 0034 660 796 22 and by email info@ninetonine.es, to decide whether or not to accept the delivery, and to advise the transport company forthwith. IMPORTANT: read section on 'Delivery of furniture' for further, important information about this.
BEFORE PLACING ANY ORDER, CHECK THE SIZE OF THE FURNITURE AND ANY DOORS, STAIRWELLS ETC, TO ENSURE IT CAN BE DELIVERED. Ninetonine cannot be responsible for any problems that may arise as a result of this.
- RETURNS PROCESS
Returning furniture
If you wish to return furniture bought direct from ninetonine (if bought from a retailer, please consult their conditions), for any reason, you must contact us within 7 days of reception of the piece, at info@ninetonine.es, and we shall indicate how you need to proceed. Any return that is not communicated to us within 7 days shall not be accepted by the company.
The return shall be accepted, as long as the following steps are followed:
1. Following the initial communication of the return to info@ninetonine.es, ninetonine will email a returns document, which the client must return, completed and signed, along with the product/s to be returned, within SEVEN days of reception of goods.
2. If the client wishes, ninetonine may organise to collect the goods, but ninetonine is not liable for any costs involved, as the reason for return is not a manufacturing defect.
If the client decides to use an alternative transporter to return goods, ninetonine is not responsible for any damages, loss or problem that may happen during transport. For this reason, it is highly recommended that a transport service with tracking and insurance is used to return any products.
3. The invoice, any manuals, spare tools or pieces, gifts, etc must be returned along with the product, in order to approve the return.
If the product formed part of a packet or special offer, all products included in this offer or pack must also be returned in order for the return to be accepted. If this were not the case, ninetonine would have to collect these, at the client's expense.
4. It is the client's responsibility to guarantee the perfect upkeep of the furniture while in his/her possession. Thus, in order for any return to be accepted, both the furniture and all original packaging must be retained and kept in perfect condition, without scratches, breakages or any deterioration, as well as all documentation and accessories.
The client must ensure that the order number and invoice number appear visibly on the exterior of any package to be returned.
5. Once our staff have received the returned goods and checked that they have arrived in the same condition as when they left, and that the above mentioned returns process has been correctly followed, ninetonine shall proceed to refund the client all monies owed (excepting any transport costs).
The client accepts that the total cost of the order, minus transport costs, shall be refunded via bank transfer, without interest, within a maximum of 30 days from the day the return has arrived in our warehouse.
6. If the client returns any order 1) that may not be returned, 2) that is not in its original state or condition, 3) without packaging or with inadequate packaging, 4) is missing product/s that should have been returned 5) without paying transport costs or 6) without taking reasonable care of goods while in their possession, we reserve the right to reject its return, and thus not to pay the refund, or at least , to discount any reparation costs or similar (all of which in line with any applicable legislation).
7. Please note that ninetonine may only process returns of products bought directly from our website or showroom. If you wish to return products bought through any of our retailers, you must contact them directly, for information about their returns policy.
8. For any case of returns, all previous steps should be followed. If you need any help or further information, please contact ninetonine +34 660 796 222 or info@ninetonine.es, asking for our returns form and all necessary documentation. Our postal address is: NINETONINE WORLD, C/ Carranza 17, 28004 Madrid
- Returns to retailers/ wholesalers
The same conditions are applied, but the return must be processed through the retailer. The retaile may have a different returns policy to ninetonine. In any case, the retailer would be responsible for contacting nineotnine for the returns document, and for following all previously mentioned steps.
- Returns of accessories and similar
Returns are only accepted for non-personalised, and defective accessories or decorational elements, and only within 30 days from the delivery date, and according to the same conditions and returns process as previously mentioned.
No returns of personalised accessories or decoration are accepted.
- DELIVERY TIME
As all our pieces are handmade to order, depending on the delivery country, our delivery time is normally approximately 6- 9 weeks from the date of the order. Nevertheless, we will always do our best to accomodate any urgent orders.
Orders of accessories and decoration usually take 3-5 weeks. Please contact us for a more precise delivery time.
Ninetonine cannot be held responsible for any delay in the delivery of products, when due to transport company delays or through delays of material from other suppliers to our factory. If the client requires a specific delivery time, please communicate this in writing to ninetonine, and we will do our best to uphold it, or provide you with a quote if the ensuing costs (eg of an urgent delivery with an alternative transport company) were to be any higher than those originally agreed. When orders are made on goods that are not in stock, the client assumes the risk of possible unforeseen delays in delivery.
- WHERE DO WE SHIP TO?
We can send our products to many countries on a DDP (Delivery Duty Paid) basis, which means that all customs, import and sales taxes or charges are included in the price. We can normally also send products on a DDU (Delivery Duty Unpaid) basis, which means that the receiver of any merchandise is responsible for any import, customs or local sales taxes. In any case, ninetonine shall advise the client before sale of any likely charges that may be incurred on their DDU order.
- SHIPPING COSTS
Shipping costs vary depending on the size, weight and shipper chosen, and shall be calculated on an order by order basis. These costs are in addition to ninetonine sale prices. Please contact us for more information.
- DELIVERY OF THE FURNITURE
Before signing any delivery note, you must inspect the packagin for any visible signs of damage during transport. It is normal that packaging show some wear, and normally, this does not mean that the contents are damaged, but it MUST BE NOTED on the delivery note, and if the damage is extensive, you MUST TAKE PHOTOGRAPHS before opening the packages.
Only accept merchandise that you believe to be in perfect condition. If you decide to accept merchandise with visible signs of wear and possible damage, this MUST be noted on the delivery form. Following this, you must contact ninetonine within 12 hours MAXIMUM, telling us of this damage, and any damage you may have found on the furniture, indicating your order number and attaching photographs. We will be happy to replace any damaged or missing piece. If damages are advised following this 12 hour maximum, ninetonine may not be held responsible for them, as the transport companies may not accept any claim made after this time.
The furniture is delivered disassembled, (expecting the changing table, that is delivered assembled), ready for home assembly. The client should be aware that the transporter is not obliged to deliver door to door, and thus, you are almost sure to need help to bring the order into your house. Please indicate any access problems to your residence BEFORE making the sale, as these may incur extra transport charges. We can normally provide someone to help unload your packages, at extra cost – please inquire.
We can offer a home assembly service, at additional cost. Please contact us for more information. (At present, service only available in Madrid).
- PRICE CHANGES
Ninetonine reserves the right to change prices or specifications without previous warning.
- DIMENSIONS
The dimensions of the furniture may vary slightly to those indicated, in the interests of improvements to our pieces.
- FINISHES
Many of our pieces are handmade using natural materials. Their characteristics and finishes, therefore, may vary slightly.
- CARE OF FURNITURE
Our finishes are long lasting and should require little maintenance. We recommend the use of a gentle non-abrasive cleaning product and a cotton cloth to clean when necessary. The wooden parts may be polished, but we do not recommed wax or any similar product on surfaces near children. Our furniture will tolerate normal changes in temperature, but exposure to direct heat should be avoided.
