FAQs
Shipping and delivery
How long will my order take?
Most orders arrive within one to three weeks. Some made-to-order items — the custom-size blackout curtains in particular — take longer, occasionally up to six weeks. The estimate on each product page is the one to go by, and it is the number we work to.
Why does it take longer than other shops?
We work with specialist suppliers rather than holding stock in a warehouse. That is how a shop this size can carry the range it does, and the honest trade-off is time in transit. We would rather tell you that up front than surprise you after checkout.
Where do orders ship from?
Most items ship from our suppliers overseas. A smaller number ship from within the United States and tend to arrive faster.
How much is shipping?
Flat $8 standard shipping within the US, and free on orders of $55 or more. Express is available at checkout.
Will my order arrive in one parcel?
Not always. If you order several items they may come from different suppliers, which means separate parcels arriving on different days, each with its own tracking. Nothing has gone wrong if the first box holds only part of your order.
Do you ship outside the United States?
Not at the moment.
Orders
Can I change or cancel an order?
Email us as soon as you can at the9thhoursupport@gmail.com. If it has not gone to the supplier yet we can usually change it. Once it has shipped we cannot.
I need it by a specific date.
Ask us before you order and we will tell you honestly whether it will make it. We would rather lose the sale than have it turn up late for a birthday.
Sizing
What sizes do you use?
US sizes throughout. Every garment and pair of slippers has been converted, so the size you see is the size you would buy in a US shop — no conversion needed.
Do things run small?
Some do. Sleepwear in particular is often cut slim. If you are between sizes, size up. Each product page carries its own size guide, and our size chart has the full conversions.
Returns and refunds
What is your returns window?
30 days from the day your order arrives.
What condition does the item need to be in?
The same condition you received it in, in its original packaging, with your receipt or proof of purchase.
How do I start a return?
Email the9thhoursupport@gmail.com with your order number and what you would like to return, and we will walk you through it. Please do not send anything back before contacting us — we need to give you the right return address first.
What if it arrives damaged or is not what was pictured?
Send us a photo along with your order number. You will not be out of pocket for something that arrived broken or wrong.
Full terms
See our Returns and Refund Policy.
Products
Are colours accurate?
Close, but screens vary and fabric photographs differently under different light. If a colour is genuinely not what was shown, tell us and we will make it right.
How do I care for silk and satin?
Hand wash cold or use a delicates bag on a cold gentle cycle, and hang to dry. Never tumble dry silk. Blankets and cotton items are generally machine washable — check the product page.
Still stuck?
Email the9thhoursupport@gmail.com or call (409) 594-2357.