Exchange + Return Policy

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 14 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:

1. The item(s) are unwashed.
2. The item(s) have not been worn.
3. 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.

To initiate the process, please follow the steps outlined below:

Exchanges

For exchanges, we've got you covered on the shipping costs both ways. Here's how the process works:

1. Contact Us: Reach out to our Customer Service Team using the "Chat with Us" feature in the bottom right of our webpage or email us at info@ninthisle.com. Please provide your order number, the item(s) you wish to return, and be sure to include the product style, color, and size for the item(s) you wish to exchange for.

2. Shipping Label: Once you've contacted us, we'll provide you with a pre-paid shipping label to return the item(s) you no longer want.

3. Fastest Option: If you're in a hurry, we recommend placing a new order for the item(s) you want to exchange for. This way, you'll get your replacement item(s) faster instead of waiting for us to receive your return package, inspect it, and then ship out the exchange.

4. Exchange Order: After receiving your package in an approved condition, we will process your exchange order to be shipped out promptly. You will receive an order confirmation email with the new tracking information.

Returns

If you're returning an item, please follow these steps:

1. Contact Us: Begin by contacting our Customer Service Team via the "Chat with Us" feature or by emailing us at info@ninthisle.com. Please include your order number and the item(s) you wish to return in your message.

2. Communication Confirmation: Once we receive your initial message, we will provide you with the return address and any additional instructions necessary to complete your return. Our return address is not displayed on this webpage as we prioritize establishing communication with you first. This ensures that our shipping facility is aware of incoming packages and keeps our customer service team informed for a smooth refund process, if necessary. We kindly request that you refrain from sending back packages without first contacting us to initiate the return or exchange process. 

3. Prepare for Return: After receiving the return address, follow the provided instructions to prepare your return package. Make sure to include all original contents, such as the original invoice and a note explaining the reason for the return. Once the package has been shipped, kindly share the tracking information with us. This will enable us to monitor the shipping progress and keep you informed on your refund process

4. Shipping Costs: For all returns, the cost of return shipping will be the buyer's responsibility.

5. Processing Time: 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.

 

International Exchange/Returns

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.