FAQ

General
Delivery
Disputes
Order Cancellations, Refunds & Returns
Store Guide
Selling On Twenty Ninth Store
Listing an item
Promote your store
Fees & Invoices
Shipping
Customer Feedback

1. I've sold an item! how long does it take for a seller to get paid?

Standard payout timing

  • 2 business day

    Applies to: Australia, United States (except businesses in higher-risk industries)

    Payouts of your available account balance are made daily and contain payments processed two business days prior (this is how long it takes for your pending account balance to become available on this schedule). For example, payments received on a Tuesday are paid out by Thursday, and payments received on a Friday are paid out by Tuesday.

    If your business operates in a higher-risk industry, this schedule may not be available. A 14 calendar day schedule might apply to your business instead. This delay protects your business, customers, and Stripe from the increased risk of chargebacks and potential cancellations.

  • 4 business day

    Applies to: New Zealand

    Payouts are made daily and contain payments processed four business days prior. For example, payments received on a Monday are paid out by Friday.

  • 5 business day

    Applies to: Malaysia

    Payouts are made daily and contain payments processed five business days prior. For example, payments received on a Monday are paid out by the following Monday.

  • 7 business day

    Applies to: India

    Payouts are made daily and contain payments processed seven business days prior. For example, payments received on a Monday are paid out by the following Wednesday.

  • 7 calendar day

    Applies to: All countries (except Japan and businesses in higher-risk industries)

    Payouts are made daily and contain payments processed seven calendar days prior. For example, payments received on a Tuesday are paid out by the following Tuesday.

  • 14 calendar day

    Applies to: High-risk businesses

    Payouts are made daily and contain payments processed fourteen calendar days prior. For example, payments received on June 1st would be paid out on June 15th.

  • 30 calendar day

    Applies to: Brazil

    Payouts are made daily and contain payments processed thirty calendar days prior. For example, payments received on July 1st would be paid out on July 31st.

  • Japan weekly

    Applies to: Japan

    Payouts are made once a week (on a day of your choosing) and include payments processed up to 4 business days prior.

    JCB, Diners Club, and Discover payments are available for payout after 30 calendar days, instead of 4 business days.

 

2. How is Security Information protected across the Twenty Ninth Store platform?

As a Stripe partner, we use the best-in-class security tools and practices to maintain a high level of security thoughout the Twenty Ninth Store platform.

Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe.

Encryption of sensitive data and communication 

All card numbers are encrypted at rest with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons can obtain plaintext card numbers but can request that cards are sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in a separate hosting environment, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.).

3. Receiving an item that may be counterfeit?

Twenty Ninth Store has a strong authentication process for new sellers on the platform. However, if you have bought an item from a store and you think it is a counterfeit, firstly contact the seller to request a refund. If you do not receive a response or your money back from the seller, please alert our customer services team and include your order number, to enable them to look into this further. Twenty Ninth Store does not tolerate counterfeit items under no circumstances. If you are caught selling counterfeit goods on Twenty Ninth Store you will never sell an item on the store again and we have a responsibility to report, you to the authorities.

4. How does the currency conversion tool work?

All transactions on Twenty Ninth Store are paid in GBP. We provide a currency converter tool to allow you to see an estimated cost in selected currencies. The currency data is regularly updated from multiple sources to create one guideline rate. The correct billing amount in GBP will always be displayed before you enter your payment details.

5. how do i purchase a product on Twenty Ninth Store?

Add the product to your bag option of the item(s) that you want. The item(s) will then be added to your basket. You can either view your shopping bag or buy now. Items in My Shopping Bag are not reserved for you and are available for other people to buy. Items will not be reserved until you have paid for them. If an item goes out of stock it will be shown as 'item is currently unavailable'.

6. My Item was returned and the seller has not processed the refund?

If the item was returned with a signed-for service, you will be able to check if the item reached its destination. If the item has been delivered or you are unable to check the order status, please contact the seller. You can then chase up on the progress of your refund or exchange. If you do not receive any response after a reasonable period of time, you can escalate the matter. The method of escalation will depend on the type of payment. If you have tired all methods of escalation forward your purchase confirmation email to [email protected] and we will resolve the issue.

7. What do i do if a store is not responding to me?

Send a message to the store. If you do not get a response within a reasonable amount of time, then forward your purchase confirmation email to [email protected] defining the issue and we can look into it for you.

8. Where is my order?

We recommend you contact the store direct by sending them an email regarding the order. If the issue remains unresolved, forward your purchase confirmation email to [email protected] and we’ll resolve the issue.

9. What is Twenty Ninth Store?

Twenty Ninth Store is a global marketplace for items of all kinds. Offering a unique opportunity for innovative creators and independent brands to gain exposure and build a brand that sells to an audience of their own. 

Our mission is to be the world’s favorite destination for goods with a unique selection of products updated weekly !!

Twenty Ninth Store products are sourced externally from partner companies and shipped B2C direct.

Once a sellers application is accepted, goods are authenticated and partnerships are secured for delivery. After a sale occurs the vendor is emailed and the order goes safely direct to the customer.

Twenty Ninth Store manages customer services and a live chat, whilst also offering: coverage across the website, social media channels, manufacturing, newsletters, influences and a range of other services.

See more info via our FAQ!

 

10. Which shipping method be the most feasible method for me?

You have a number of shipping methods depending on what the seller has decided to offer. If a shipping method you would like is not available, you should contact the seller and ask if they would be prepared to offer the alternative shipping method and add it to their listing.