It’s been a week and my order has not arrived

If significant time has passed since your order was made then there may be a delay with your local Customs Authority. Occasionally some items can be held up by spot-checks and inspections. This happens rarely but can sometimes happen. If your order has not been received within 14 days of your order then please contact support immediately with your proof of purchase and order number.

If you have all the above information, please email shop@sixteen-o.com

 

Do you ship to my country?

We ship products all over the World with the exception of just a few countries and regions. When visiting our product pages, you will be displayed a message alerting you whether we ship to the location we believe you to currently be. For a full list of regions we do not ship to, see our Shipping page.

 

Can I track the delivery status of my order?

If your order has been shipped with our shipping partner DHL then you are able to track the status of your order by using the DHL tracking facility on their website. Simply follow the links in your order email or Google “DHL Tracking” for options in your country or region.

 

Order Issues

I received the wrong items

Sometimes it’s possible to receive the wrong items in your order. If you have received items you did not wish to receive and have not received the items you ordered then please contact our support team and we shall be happy to fix this for you. We need proof of your purchase and your order number. Please have these ready when you contact support. If you have all the above information, please email shop@sixteen-o.com

 

 

If you have all the above information, please email support@nip.gl

 

There’s an item missing from my order

Very rarely items can escape your order. If you have purchased a product that has not been shipped together with your other products then contact our support team and we will ship out any missing items immediately. You will be required to show proof of purchase or a receipt and provide your order number when contacting support. support@sixteen-o.com

If you have all the above information, please email shop@sixteen-o.com

 

 

 

PAYMENTS

Do you accept payments with ePay?

At this time we do not accept payments with ePay. We are continually developing and improving our customer experiences and may add this method in the future. We apologise for any inconvenience this may cause you at this time.

 

Do you accept payments with Apple Pay?

At this time we do not accept payments with Apple Pay. We are continually developing and improving our customer experiences and may add this method in the future. We apologise for any inconvenience this may cause you at this time.

 

Do you accept payment with Amazon Pay?

At this time we do not accept payments with Amazon Pay. We are continually developing and improving our customer experiences and may add this method in the future. We apologise for any inconvenience this may cause you at this time.

 

Do you accept payment with PayPal?

Our shop accepts several methods of payment including PayPal Express Checkout. On the cart screen you will be able to see a button labelled “Checkout with Paypal” or similar, please select this option to pay using your PayPal account.

 

Do you charge VAT?

All prices on our shop include taxes and/or value added tax.

 

Are my payments secure?

Yes. All payments via the NiP Shop are handled through the PCI Compliant Shopify payment gateway and all personal and business customer information is secure and private.

 

 

PRODUCTS & STOCK

 

Are the Size Guides accurate?

We design, develop and produce our own clothing at Sixteen-O and subsequently all size guides are accurate and specific to each product. When viewing a product on the Sixteen-O Shop, if a size guide is available you will see a small size guide link and icon below the Add to Cart button, by clicking this link, a size guide will be displayed for this product.

 

 

 

An item I want is out of stock

We try our best to keep up with demand, however sometimes we can’t always anticipate when some products will be in high-demand. We are always renewing and updating our inventory, if a product is listed on our shop but is out of stock then most likely being replenished within 2-3 weeks. We work with a limited stock and if an item is marked as “Out Of Stock” it’s highly likely that it will not be replenished.

 

 

RETURNS

I’ve ordered the wrong size, can i return my item?

We acknowledge that sometimes it’s easy to order the wrong size and even though we try our best to display size-guides on each of our clothing products, sometimes the fit isn’t quite right. If you have received a product from us that doesn’t fit the way you hoped then you can return this product to us within 14 days of purchase, only if the product is in it’s original condition and you have your order number and proof of purchase or receipt. See our returns policy for more detailed information.

If you have all the above information, please email shop@sixteen-o.com

 

 

 

Can I return faulty products?

If you have received a product that is faulty or has become faulty then you can return it. All returned products must comply with our returns policy and be returned within 14 days of purchase unless under warranty. When returning any product, you will be required to show your order number and proof of purchase or receipt.

If you have all the above information, please email shop@sixteen-o.com

 

 

 

TECHNICAL

I would like to report an issue with your website

If while using the Sixteen-O Shop you have come across an unknown error or issue that has affected your experience while using the site, please feel free to raise awareness of this issue to us on our public Discord channel or by our support chat. We are always maintaining the website and improving customer experiences where possible.

 

 

How do i change the currency?

Our shop uses Euros as its primary currency and is therefore only accessible in this currency. We ship globally from our shop and find currency conversions may sometimes be inaccurate. Some web browsers such as Opera allow you to highlight text and show an exact currency conversion. There are also many Google Chrome Extensions available for displaying currency conversions.

 

 

How can I unsubscribe from your emails?

We’re sorry that you wish to unsubscribe. We hope that it wasn’t the frequency or content that has put you off receiving our updates, we do our best to only update you when we feel it is most necessary.

To unsubscribe from our mailing list, please open the most recent email you received from us and click the Unsubscribe link at the bottom of the email. You shall be automatically removed from our mailing list and will no longer receive updates from Ninjas in Pyjamas via email.

 

 

The website is not displaying correctly

 

From time to time as we roll out updates to the Sixteen-O shop, we also tweak and adjust the visual styles. You may need to delete your cookies and cache in order to see things how they are intended. For more information on how to refresh your cache and cookies please see below:

We recommend using the latest version of one of the above browsers when visiting the Sixteen-O Shop in order to receive the best possible experience and performance.

 

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I forgot my account password

Don’t worry it’s easy to forget your password when you have so many. If you can’t remember what your password was, then simply visit the Account Page on the Sixteen-O Shop and click the Forgot? link inside the password field. You will be emailed instructions on how to access your account.

 

 

How can i get in touch with your customer care team?

Getting in touch with our customer care team is easy, simply write to us at the following address: shop@sixteen-o.com

 

 

 

 

Need more assistance answering your question?

We're always looking to answer questions you may have, whether you're a valued customer, fan, partner or just looking to get in touch with the right person. We do our best to answer all enquires however due to such high volumes, not always can we answer every query.

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