FAQ

Frequently asked questions that will help you better understand how we work and the options we have. If your Question is still not answered please contact us at the bottom of this page.

OUT OF STOCK

When are products coming back into stock?

Ninove Design produce limited edition collections, so it is possible that the product you are after won’t be back in stock. Give us an Email at contact@ninovedesign.com with your inquiry.

If an item says “Your selected size/colour is out of stock” can I order it and put it on backorder?

Unfortunately, no, we cannot accept backorders.

I’d like to order a product, but it does not allow me to put it in the basket.

If it is not possible to select an item this means that it is not available.

ORDERS

How do i know my order has been received?

Once you’ve completed your online order you will receive an order confirmation e-mail. Please check this carefully to ensure all your details are correct. If any details are incorrect please contact us immediately at contact@ninovedesign.com

If you don’t receive an order confirmation e-mail from us within 24 hours of placing your order check your Junk folder in case our emails are going there. We may also have the incorrect email address registered with your name. Please check your account details to ensure your e-mail address has been entered correctly.

If you still cannot see why you haven’t received one please e-mail contact@ninovedesign.com and we’ll look into it for you.

Is it safe to order online?

Yes, we are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Credit card transactions are made on a third party website, Paypal , a reputable credit card processing company. Customer information is only stored on our secure database and not used for anything other than authorised promotions or internal reference.

Which Credit Cards/Payment options do Ninove Design accept online?

Ninove Offers every Major Credit Card Payments in the Checkout.

We also offer PayPal, we can offer Card Payments from Visa, MasterCard and American Express.

Bank Transfer are available but only in New Zealand, make sure under reference you add your order ID.

For more information about Paypal please go to www.paypal.com

RETURNS

What’s your returns policy?

You can return any product you receive from Ninove within 60 days of receipt, as long as the item is unused and unwashed. Please visit our returns section for more information on how to return a product.

I do not like the product I ordered, what can I do?

If the product is new and unused you can return it to us for a refund within 60 days of receipt. Please visit our returns section for more information on how to return a product.

How do I cancel my order?

Please contact us and we will arrange a refund and cancellation of the order.

How do I exchange a product?

If you would like to exchange your purchase, please follow the steps in the section ‘How to Return or  Exchange your order’ in the Returns section of the website.

I want to return a product, but I don’t have the original packaging?

If you don’t have the original courier packaging just send it back to us in a secure package however if you do not have the original product packaging we won’t be able to exchange or refund the item.

How do I return a product?

Please visit the Returns Section of the website for full instructions on how to return a product.

Will my refund include courier charges?

Yes of course! Why should you pay more money because you got the size wrong?

SPONSORSHIP & COLLABOATIONS

I am interested in being sponsored by Ninove Design.

Please send an email to ridenewton@gmail.com detailing your credentials.

I am interested in Collaborating with Ninove Design.

Please send an email to ridenewton@gmail.com detailing what your proposed collaboration would entail and we will reply as soon as possible.

DELIVERY

How long does the delivery take?

New Zealand:We use Post Haste for the majority of our deliveries and they operate on a nationwide overnight service with the exception of rural delivery addresses. Your Order will be dispatched from our office in Nelson, NZ

International: We use NZPOST for all International orders with a none tracked turn around time of 4-10 days.

Will i need to sign for my order?

Yes, we recommend that you provide us with an address where someone will be available to sign for the delivery. If nobody is home when delivery is attempted a “Card to Call” will be left. You can then arrange for redelivery or collection.

What if my billing address is separate from my shipping address?

No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.

Can you ship to a PO Box or International?

No, we cannot ship to a PO Box.

Yes we can ship to addresses outside of New Zealand.

Can you ship to a Rural Address?

Yes! we can ship to a Rural addresses in New Zealand and International.

When will my order be sent out?

We try our very best to get your order out as fast as possible so your order will be sent out within 1-2 days from order arrival.

Is there tracking on my order?

New Zealand: Track and Trace is standard for all orders dispatched to an address within New Zealand and will be sent to you via email.

International: All orders international are not fully tracked however we can tell if it is in your country and city yet.

Do you offer Saturday delivery?

Yes! We offer saturday delivery to none rural addresses at an extra cost on top of the flat rate we offer, to check if your address is available for Saturday delivery go here.

How much will shipping cost to my address?

We offer a flat rate shipping cost on all orders National and International. Pricing can be found once the product has been added to your cart at the checkout.

What happens if i give you the wrong address?

If an order/s is found to be incorrectly addressed by Ninove Design then Ninove Design will be responsible for the re-delivery, replacement or refunding of the item(s).  If the customer is found to have given an incorrect or insufficient address, then Ninove Design will not refund or resend the product and all responsibility for correcting delivery will be borne by the customer.

TECHNICAL

I am not sure which size to order?

On most product pages there is specific sizing information near the size selection. Please also have a look at our sizing page. If you are still not certain about which size is right for you, please contact contact@ninovedesign.com for more advice or call +64 27 655 2889.

How do I Care for my new kit?

To maintain the high quality of our clothing they should be cleaned at regular intervals. Information and instructions can be found on the care labels in each Ninove Kit. For more in-depth instructions on how to look after your new Cycle kit Investment go to our Maintenance Page here.

I can't login to my account, What should i do?

If your e-mail address or password is not working, double check that you are using the same e-mail address and password that you used when you first created your account. If you do not remember your password, enter your e-mail address in to the ‘Forgot Your Password?’ box on the log-in page and we’ll send you an e-mail to remind you what your password is.

If you are still running into issues trying to login contact us.

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