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How Can We Help You?

Where is my order?

TO TRACK YOUR ORDER

1) Use the link you received in an email when your order shipped.

2) Use the order id found in the email to track the order.

Please contact customer service at 1-888-55-99378 (9WEST) or email to customerservice@ninewestcanada.com if you have any questions.

Cancelling an order

If for any reason, after placing your order, you need to cancel it please call 1-888-55-99378 (9WEST) from 9am-5pm EST Monday to Friday. If your order has been shipped, you can return any items to Nine West Canada after receipt in accordance with our Return Policy. Shipping charges are non-refundable (if applicable).

Changing an order

Once an order has been placed, we are unable to edit it for any reason in any way.  If you have placed an erroneous order, please if eligible request a cancellation or otherwise return the items for refund.

Shipping rates & policies

SHIPPING RATES AND POLICIES

Unless otherwise selected, all orders ship FREE over $99 via Canada Post. Orders placed by noon on M-F (excluding holidays and pre-orders) will be shipped same day in most cases.

DETAILS

Receive Free Canadian Standard Shipping on orders of $99 or more. Offer excludes gift cards. Your order will be shipped in 1-2 business days (Monday-Friday, excluding weekends and holidays) following receipt of your order. You will receive an email confirmation with the shipping tracking number when your order ships. Orders placed before 12pm EST will usually be shipped the same day. Valid only for online orders shipped inside Canada. Not valid for cash or cash equivalent toward previous purchases online. Delivery times may vary depending on product availability, your delivery address, and the day and time your order is received, and circumstances impacting delivery by your selected carrier. Nine West Canada is not responsible for delayed or mis-directed shipments. All orders will be shipped via Canada Post. Standard shipping is free and is sent via Canada Post Expedited. We also offer Canada Post Xpresspost for a faster shipping method. The cost to ship Xpresspost will vary on your shipping address. Nine West Canada reserves the right to ship via another carrier if Canada Post is unavailable.

Only business days are included in the shipping computations.

**Canadian Shipping Only. No International Shipping Available**

Wrong or damaged item(s)

If you have received the wrong item(s) or your goods arrived significantly damaged, please accept our apologies and contact us immediately at 1-888-55-99378 (9WEST) to request a Return Authorization Number (RAN).

All defective product(s) returns must be accompanied by a Return Authorization Number and your original packing slip. Nine West Canada will determine whether the product is defective upon receipt of the goods. Misuse, abuse, or alteration of the product voids the warranty. If deemed defective, Nine West Canada, at its expense, will ship another of the same product, if available, free of charge. If the same product is not available, Nine West Canada will offer you a refund based on your original method of payment.

International shipments

**Canadian Shipping Only. No International Shipping Available** Please note that other regions of the world may be serviced by a regional distributor or licensee.

Returns instructions & policy

If you are not satisfied with your purchase, we now offer Flat Rate Return shipping on unworn product(s) in its original packaging within 30 days of purchase. The flat rate return fee is $15 CAD plus all applicable taxes. Please contact Nine West Canada at 1-888-55-99378 (9WEST) to request a Return Authorization Number (RAN). All product(s) returned must be accompanied by a Return Authorization Number and your original packing slip. Please include the packing slip with your return product and place the completed WWW RA# label on the outside of your return package. We will provide you with a Canada Post ground return label by email. Once you receive your emailed Return Label, simply print it out, place it on your box (over the old shipping label), and take the package to your nearest Canada Post outlet. Please note you also have the option to return your unworn product via the carrier of your choice, at your own expense. Once we receive your package, we will process your return and we will deduct the flat rate return shipping amount from your refund.

Exchanges

If you would like to exchange your item, the quickest way to get an exchange / replacement is to place a new order. Place your new order for the item you would like, and return the one you don’t need at your convenience with our Flat rate return shipping fee (plus applicable taxes) or at your own expense with a courier of your choice. We will process your return and credit once we receive your package. (Pending Product inspection). For exchanges, the same policy applies as our return policy. Product(s) must be unworn, in its original packaging and within 30 days of purchase.

Return labels

Please contact Nine West Canada at 1-888-55-99378 (9WEST) to request a return label. The flat rate return fee is $15 CAD plus all applicable taxes.

Where is my refund?

PLEASE WAIT 21 DAYS FOR YOUR REFUND TO APPEAR ON YOUR CREDIT CARD STATEMENT and your refund email to be sent from the date you send in your return.

Please allow up to 7 days for transit and 14 days for your return item to be received into our facility and processed.  It must be inspected for condition and your card credited for the purchase.  YOU WILL RECEIVE AN EMAIL when your refund is issued.

If, after 21 days from the date you postmarked your return, you do not yet see a credit or an email referring to same, please contact us.

Please note: Agents do not have returns information until your return is posted and may not submit a refund claim until 21 days have passed.

Billing questions & inquries

We do not charge credit cards upon order and we do not store credit card numbers on file.

When you place an order with us, we place an authorization hold for the full amount of the purchase in order to verify availability of funds.  This hold will remain on your card until the order is complete or an appropriate amount of time passes (per your bank's policies).

In accordance with Visa/MC/Amex guidelines, we charge your card as we ship items to you.  With many orders this looks like a traditional transaction.

When your order contains preorder items, which are clearly labeled throughout the purchase cycle, you will definitely see a significant amount of time between the initial purchase and the fulfillment.  This may result in the appearance of a double charge.

Additionally, if your order contains one or more preorder items, you may see more than one charge as we charge your card against the original authorization only as we ship items to you.  At no time should these charges ever exceed the original purchase as detailed here.

If, after reading the above, you still believe you have been charged in error please submit a billing inquiry.  A representative will research your case and be in touch to resolve within 5 business days.

Price adjustments

Due to the various promotions that occur on the site, we are unable to issue price adjustments on prior orders.

This includes orders where a customer neglected to enter a code, where a price changed after an order was placed or where a price may have been advertised incorrectly on a 3rd party website.

General inquires

Want to talk to us?  We would love to hear from you.

For all inquiries of a non-urgent nature please submit your request here.  We will route your request to the appropriate department and attempt to solicit a response within 5 business days when appropriate.

BY MAIL 
Nine West Canada 
2120 Bristol Circle 
Oakville, ON L6H 5R3
_______
BY PHONE
1-888-55-99378 (9WEST)
Regular Business Hours:
Mon-Fri: 8:30AM - 5PM EST
Extended Business Hours (limited support):
Mon-Tues: 5:00PM - 10:00PM EST
Wed-Fri: 5:00PM - 12:00AM EST
Sat: 12:30PM - 10:00PM EST
Sun: 2:00PM - 9:00PM EST