Frequently Asked Questions (FAQ's)
FAQ : Ninegram
For most frequently asked questions, please refer below. In case your query is not mentioned below, write to us at firstname.lastname@example.org :)
Order & Delivery Related:
How long does delivery take?
Since we are a small team, please allow us 7 business days for your order to be dispatched. Currently we’re experiencing shipping delays due to a high volume of orders during our sale period and due to covid as well. We choose the fastest and most reliable courier services, be assured your order is being brought to you by a hard working courier person! :)
Q. How can I cancel my order?
Unfortunately, once an order placed cannot be cancelled, returned or refunded.
How can I change the address on my order?
For shipping address changes, please email us with your order ID and the new shipping address you would like to send the order to. Please make sure to always double check the address details to avoid any confusion later.
Q.This is a gift parcel, can I add a note?
Yes! We love adding notes to your order and making it special for the receiver. Please email us with your order ID and your personal message, our packing ninjas will add it!
How will I be notified when my order is shipped?
For up to date delivery timeframes, including your order tracking details, you will be notified via email & phone number that you provided us with during your order placement. Please note that as the delivery of your item is handled by our courier partners, we cannot guarantee these timeframes particularly during peak sale periods. If we are aware of any potential delays we will be sure to notify you on email.
Q. Where is your shipping warehouse?
All orders are shipped with care directly from our warehouse in Mumbai, India. All our products are designed and manufactured in India by us, we support local craftsmen and lovely people in all that we do!
Q. What if I have received a damaged product?
We are so sorry that this happened to you.
We always have a quality check & provide multiple layers of protection before dispatching all of our products. However, if the product received incurs a damage during transit /any other reason, please reach out to us at the earliest by emailing us on email@example.com
To ease the replacement process and support your complaint, we suggest that you take photos or videos showing the damage. Reach out to us immediately, so that the replacement process can be accelerated.
- What if I have received a wrong product?
If you have received a wrong item, we apologize for the trouble. Please reach out to us at your earliest by dropping an email on firstname.lastname@example.org and we will do the needful to ensure the right product reaches you.
- What if I received a Faulty or Defective Product ?
If the product you receive seems to have manufacturing defects, please reach out to us within 5 working days of receiving the order by emailing us on email@example.com or sending us a message on Instagram. We will have the product picked up. Please send products in their original packaging with all accompanying products intact.
In this case, replacement will be provided to you :) During the replacement, we will make sure to verify the products thoroughly before dispatching.
Customisation, Corporate & Bulk Inquiries:
Are you available for Personalised Projects?
Yes! We are a custom design studio and are available to take on personalisation of designs and products, as well as illustration work.
For more information regarding the design process or to brainstorm over any idea you would have, please email us at firstname.lastname@example.org with details about your project and someone will get back to you shortly.
Can you customise products for me?
We would love to customise products for your needs. Please note that products might need a minimum order quantity (MOQ) of 50/100.
Customisation can be discussed in detail and we will take you through our process.. You can email us on email@example.com or you can reach our founders Harpreet (@lettersandallthat) and Suhasini (@suhasinipenna) on Instagram as well.