Refunds & Returns Policy

Order Changes & Cancellations:

All customers are responsible for inputting the correct information at checkout, including the order’s billing and shipping address. You should receive an order confirmation email immediately after placing your order, this email will allow you to verify/review your order summary and shipping address. Any manual requests for address or order changes are not guaranteed as we begin to process orders as soon as they are placed. If your order has been paid and you need to make a change or cancel an order, we advise contacting us within 6 hours. An order can usually be canceled within 24 hours of purchase, but it is not guaranteed. An order cannot be canceled if it's already preparing for shipment or has already shipped. 

Refunds:

If your order is cancelled, a refund will be processed, and a credit will automatically be applied to the original method of payment. Out-of-stock items will automatically be refunded to the original payment method if we do not hear from you within 48 hours of resolution request. The time this takes varies depending on your bank/credit card company. If there is any delay in your refund, please contact your bank/credit card company directly.

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one, no matter the reason. Your request will then be reviewed by our customer support team, evidence may be requested for some cases.

Returns & Exchanges:

Returns & exchanges are accepted - Returns are refunded in the form of store credit ONLY. CloudNine Fash will accept returns OR exchanges of unworn clothing items with original tags and clear garment packaging with undisturbed SKU label within 7 days of delivery. Return/exchange requests must be initiated within those first 7 days AFTER receiving all items in the order ONLY. The return item(s) MUST be shipped back to us within 7 days of return/exchange request approval to qualify for an exchange/full store credit refund. If it is a split package order, tthe window will start from the time of the final package delivery date and time.

• Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
• Shipping and handling charges are non-refundable. 
• All return shipping is covered by CloudNine, once your return request is approved, you’ll receive a prepaid shipping label via email.
• Please allow CloudNine Fash 5 - 7 business days from the day we receive the returned package to process your item(s).
• CloudNine Fash will email you with an order update/new shipping confirmation email for exchanges OR and e-gift card email for returns. If you have not received an update 5-7 business after your return/exchange was delivered, please check your spam and/or email us.

To Initiate a Return/Exchange:

You can submit a refund or exchange request by logging into your store account (simply enter the email address used to place your order) OR by sending our customer support team an email at info@cloudninefash.com and we'll either issue a store credit, or issue an exchange/replacement/refund (so long as your item(s) are eligible). The choice is yours!

Please be sure to include the full name on the order, order number, reason for return, and name of the item you are returning. All emails are answered within 12 business hours, but usually much sooner.*

If your item has clear signs of wear or damage, no credits or exchanges will be provided (unless damage is obviously from mail handling). If exchanging your item for a different size, please closely follow our size charts on the specific product pages in order to be sure to select the correct size.

Disclaimer: You MUST contact us first before returning your item/order, our customer support team will guide you through the steps to return/exchange your item. Please do NOT send your purchase back to us unless we authorize you to do so. Please do NOT return packages to sender, packages returned to sender by the addressee will not be refunded. If we receive an unauthorized returned item/order, we will NOT honor refund or exchange request, nor will this item be shipped back to you. 

Wrong/Damaged/Defective Items:

If any of our customers receive a product that is wrong, damaged or defective, CloudNine will gladly issue a full refund (product cost + shipping cost), store credit, or replacement as long as it is within 7 days of delivery of the order. The only requirement is proof of the wrong, damaged or defective product in the form of a high-quality image or video. You can send the image and/or video to our Customer Support team at info@cloudninefash.com For claims outside this 7-day window, it is recommended to purchase Route shipping insurance at checkout.

• For certain products, it may be difficult for us to determine if something is actually wrong, damaged or defective. In rare scenarios like this, we will have to make a judgment call. This decision will be much easier to make if you provide us with as much information as possible about the damaged or defective product, and ensure that the high-quality images and videos showcase the damage or defect.

Delayed Or Late Packages:

If your order has been in transit longer than 5 business days outside of the estimated delivery window of the shipping method to the country the order is being shipped to, please contact us for assistance as your order may be lost. If you paid for upgraded/express shipping, we will issue a refund for any applicable upgraded shipping costs ONLY if your order has been in transit longer than 5 business days outside of the estimated delivery window. This excludes if your order was delayed/arrived later than expected OR did not arrive due to exceptional circumstances outside the control of CloudNine Fash (i.e. high demand, holidays, coronavirus pandemic, package not cleared by customs, natural disaster, postal service labor strikes, etc.) OR any other exceptional circumstances outside the control of CloudNine Fash. Processing time (the amount of time it takes to issue a tracking number and ship the order) is separate from shipping time.

Return-To-Sender or Undeliverable Packages:

Per USPS/UPS/FedEx, returned packages due to incorrect addresses or undeliverable locations can take up to 30 days or more to be sent back to the sender. 

All customers are responsible for inputting the correct shipping address at checkout so refunds and/or store credit is not offered for packages returned due to incorrect/insufficient address. If your package is returned to sender due to incorrect/insufficient address, please contact us. On a case-by-case basis, we may be able to arrange reshipment to the correct address (the customer will need to provide the new/corrected shipping address AND cover any applicable costs of reshipment).

Refunds/store credits, exchanges, and/or free reshipments cannot be provided for the following reasons:

• Your order did not arrive due to factors within your control (i.e. providing wrong shipping address, providing insufficient address/incomplete address, package refusal, failure to pay customs fees, return to sender, change of address, etc). 
• CloudNine Fash is not liable for any stolen, lost, or damaged packages and any returned packages due to incomplete addresses, undeliverable addresses, refusal, or return to sender. It is recommended to purchase the offered Route Shipping Insurance at checkout for shipping incidents.
• If your package is lost or damaged in transit, you will need to contact the shipping company directly as this is an error of the shipping company. All UPS & USPS priority mail packages are insured directly by the shipping company, if your order is lost or damaged in transit, you will need to file a claim with the shipping company directly. CloudNine Fash does offer separate shipping insurance at checkout, lost packages or orders damaged in transit will not be reshipped or refunded by CloudNine Fash unless a Route Shipping Insurance policy was purchased at checkout.
• Your order was delayed/arrived later than expected OR did not arrive due to exceptional circumstances outside the control of CloudNine Fash (i.e. high demand, holidays, coronavirus pandemic, package not cleared by customs, natural disaster, postal service labor strikes, etc.).
• Other exceptional circumstances outside the control of CloudNine Fash.
• Items that have already been modeled by ambassadors or customers (worn, posted, and tagged/mentioned us) will not be eligible for return or exchange, this is considered wardrobing fraud. If we suspect wardrobing, your order will not be eligible for return, exchange, etc., and you will no longer be able to shop with CloudNine Fash.
• Failure to select the right size according to our size chart will NOT result in reshipment or a store credit refund without return. To ensure you select the correct size, please use the size charts on each product page in the description box and measure yourself. This will ensure you select the correct size.