FAQ
Orders
When will my order be dispatched?
Orders are dispatched within 2–5 business days. You’ll receive a confirmation email with tracking details once your order is on its way.
Can I change or cancel my order after placing it?
We process orders quickly, but if you need to make a change please contact us at contact@aetre.com as soon as possible and we’ll do our best to help before it’s dispatched.
I haven’t received a confirmation email, what do I do?
Check your junk or spam folder first. If it’s not there, reach out to us at contact@aetre.com and we’ll look into it.
Shipping
Do you ship internationally?
Yes, aetré ships internationally via Australia Post. We’re excited to bring our pieces to customers all around the world.
International delivery times and shipping costs are calculated at checkout based on your location. Please note that any customs duties, taxes, or import fees applicable in your country are the responsibility of the customer and are not included in your order total.
For any shipping enquiries, reach out to us at contact@aetre.com, we’re happy to help.
How long does delivery take?
Standard delivery within Australia takes 3–7 business days depending on your location. Express options are available at checkout.
How do I track my order?
Once your order is dispatched, you’ll receive a tracking number via email. Use this to follow your parcel through Australia Post.
Returns & Exchanges
What is your return policy?
We accept returns on full-priced items within 14 days of delivery, provided they are unworn, unwashed, and in original condition with tags attached. Please refer to our Return & Refund Policy for full details.
Do you offer exchanges?
We don’t offer direct exchanges. Simply return your item for a refund and place a new order for the style or size you’d like.
My item arrived damaged, what do I do?
We’re so sorry to hear that. Please email us at contact@aetre.com within 48 hours of delivery with photos and your order number and we’ll make it right.
Products
How do I know what size to order?
If you’re unsure, feel free to reach out and we’ll help you decide.
How do I care for my pieces?
Care instructions are included on the label of each garment. We recommend following these closely to keep your pieces looking their best.
Materials & sizing
How do I know my size?
Each product page includes a detailed size guide with precise measurements. If you are between sizes or unsure, we recommend selecting the larger size for tailored pieces and your usual size for knitwear and outerwear.
Where are NINE pieces made?
Every garment is crafted in select ateliers across Europe, each chosen for its mastery of specific techniques. Our tailoring, knitwear, leatherwork, and denim are produced by artisans who share our commitment to precision and timeless construction.
What materials does NINE use?
We work exclusively with high-grade natural fibers and responsibly sourced materials, including Italian wool, Japanese denim, fine silks, and premium leathers. Each fabric is selected for its longevity, purity of texture, and ability to hold our signature silhouettes.
How should I care for my NINE garment?
Care instructions vary by material. Most tailoring and outerwear should be professionally cleaned. Knitwear and delicate fabrics such as silk require gentle handling. Full garment care details are provided with each piece.
Do you offer made-to-order or custom tailoring?
Select pieces from each collection are available in made-to-order variations. For bespoke requests or in-studio fittings, please contact our Client Services team for availability.
Shipping & returns
Do you offer international shipping?
Yes. NINE ships worldwide using secure, express delivery partners. All orders include tracking, and duties are calculated at checkout where applicable for a seamless experience.
What is your return policy?
We accept returns within 14 days of delivery. Items must be unworn, in original condition, and accompanied by all tags and packaging. For made-to-order or personalized pieces, returns are not available due to their bespoke nature.