Exchange + Return Policy
To start a return, click here.
Exchange and Return Policy
We want you to love your purchases from Ninth Isle, but if for any reason you need to exchange or return an item, we're here to make the process as smooth as possible. You can request a return or exchange within 30 days from the date of delivery. Please read our policy below for more information:
Conditions for Returns and Exchanges
To ensure a smooth exchange or return process, please make sure that:
- The item(s) are unwashed.
- The item(s) have not been worn.
- Include all original contents, including the original invoice, and a note explaining the reason for the exchange or return (e.g., "Exchange for size M, want different color (black instead of blue), did not fit").
If the above conditions are not met, we may deem the exchange or return invalid, and the return shipping costs will be the buyer's responsibility.
Checkout with the $1.98 re:do protection to cover all shipping costs for returns and exchanges for any reason.
If re:do was not added at checkout, you may be responsible for return shipping. Ninth Isle is happy to provide free exchange shipping once per order, but returns for store credit or for refund will not be covered.
Make sure to include all original contents that are intended for a return. Please include a note specifying exactly what to do with each of the items. In cases where some items are exchange and some items are refunded, please be very specific to ensure that it is processed correctly.
After we receive the product(s) and approve the return, please allow 3-7 business days for the funds to be refunded to your original payment method.
Make sure to include all original contents that are intended for a return. Please include a note specifying exactly which items are being exchanged and returned and what items need to be sent back to you.
For those who need their items in hand faster, we recommend purchasing the correct items and starting a return for the original items. If you had purchased re:do protection, this is all covered and is accessible immediately. If re:do protection was not purchased at checkout, please contact us at firstname.lastname@example.org so we can make sure your return label is covered.
For international customers, please note that all costs associated with returns and exchanges are your responsibility. Keep in mind that the cost of returning or exchanging products to us may exceed the initial order total.
If you have any questions or concerns, don't hesitate to reach out to our Customer Service Team. We're here to assist you every step of the way in ensuring your satisfaction with your Ninth Isle purchases.