How to return or exchange an item on Ninelune
Unfortunately, we do not offer exchanges at the moment. However, you can place a new order and initiate a return for your existing order. Most items are eligible for returns and refunds within 90 days of purchase. Exceptions include:
-Worn, washed, or damaged clothing, or items with tags, packaging, or hygiene stickers removed, or incomplete sets.
-Items labeled as non-returnable.
-Some free gifts.
Thank you for your understanding.
What is the status of my return or exchange?
You can track your return status by logging into your Ninelune account on the Ninelune app or Ninelune.com. Go to 'Your orders' > 'Returns'. There, you can see the status of your return, when we receive your package, and when your refund is issued.
Can I exchange the size/color of items?
Unfortunately, we do not offer exchanges at the moment. However, you can place a new order and initiate a return for your existing order. Most items are eligible for returns and refunds within 90 days of purchase. Exceptions include:
-Worn, washed, or damaged clothing, or items with tags, packaging, or hygiene stickers removed, or incomplete sets.
-Items labeled as non-returnable.
-Some free gifts.
Thank you for your understanding.
What if I received an item damaged or not as described?
When you shop on Ninelune, your orders are protected by the Ninelune Purchase Protection Program, which offers refunds for items that do not arrive, arrive damaged, or are not as described. You may be asked to return the item before your refund is issued. Note that the refund amount may not match the full price due to sales taxes, shipping, used coupons, and credits.
To report an item as damaged or not as described:
1.Sign into your account.
2.Find the relevant order under 'Your orders' and click on 'Return'.
3.Confirm receipt of the package, select the item(s) to return, and provide the reason. Upload photos/comments if needed.
4.Confirm the return information and click 'Next'.
5.If no return is needed, select your refund method (Ninelune credit or original payment method) and click 'Submit'.
6.If a return is needed, choose your return and refund methods, then click 'Submit'.
7.Print and tape the return label to your package. Mail it at the nearest USPS or UPS location. The first return for every order is free!
8.Track the status of your refund or repurchase items on your order details page.
What if I received the wrong item?
If you received the wrong item or are missing an item, request a refund via your Ninelune account on Ninelune.com or the Ninelune app:
1.Go to 'Your orders'.
2.Click 'Return' for the relevant order.
3.Confirm receipt of the package and select 'Wrong item was sent' as the reason. You may upload photos/comments to explain.
4.Confirm the return information and click 'Next'.
5.If no return is needed, select your refund method (Ninelune credit or original payment method) and click 'Submit'.
6.If a return is needed, choose your return and refund methods, then click 'Submit'.
7.Print and tape the return label to your package. The transportation cost for the first return of each order is calculated based on the purchase and shipping costs. Mail your package at the nearest USPS or UPS location.
Return your package within 14 days. Track your refund status or repurchase items from your order details page.
Can I change return options?
If you have not mailed out your package, you can cancel your existing return request and submit a new one with a different return method.
How long do I have to return something?
Almost all items are eligible for returns and refunds within 90 days from the purchase date, except for:
- Clothing items that have been worn, washed, damaged, or have had tags, packaging, or hygiene stickers removed, or are part of an incomplete set.
- Items specifically labeled as non-returnable.
- Customized items.
- Some free gifts.
After submitting your return request, you must return your package within 14 days. Returns are not accepted after the 90-day window expires.
How do I ship my items back?
If your items are eligible for a return, follow these steps to start the process:
1.Sign into your account.
2.Find the relevant order under 'Your orders' and click on 'Return'.
3.Confirm that you have received the package, select the item(s) you want to return, and provide the reason for the return. If applicable, upload photos and/or comments.
4.Confirm the return information and click 'Next'.
5.If no return is needed, select your refund method (Ninelune credit balance or original payment method) and click 'Submit'.
6.If a return is needed, choose your return and refund methods, then click 'Submit'.
7.Print and tape the return label to your package. The transportation cost for the first return of each order is calculated based on the purchase and shipping costs. Mail your package at the nearest USPS or UPS location.
If you want to request a return and refund for additional items before shipping out the package, follow the instructions on the return details page and use the same return label to avoid extra shipping fees.
Return your package within 14 days. Track your refund status or repurchase items from your order details page.
Why can't I find my order in my account?
We're sorry to hear that you can't find your order. You can use the following methods to locate it:
1.Provide Order ID to find the order.
2.Provide phone number to find the order.
3.Provide email address to find the order.
4.Provide payment information to find the order.
My tracking info says my package was delivered, but I haven't received it.
Don't worry if you haven't received your package; here are a few steps you can take:
- Verify your shipping address: Go to the "Your orders" page on Ninelune.com or your Ninelune app to confirm your order's shipping details.
- Check around your home: Major packages are often misplaced. Look around your mailbox, drop-off location, garage, or lawn to see if the courier left your package nearby.
- Ask others: Check if someone else accepted the package. Ask your family, neighbors, or other household members if they received it for you.
- Check for notifications: Sometimes a package is marked as delivered even if it wasn't. Check your phone messages and emails to see if the carrier notified you of a failed delivery attempt.
If there was a failed delivery attempt or you still can't find your package, contact the carrier directly. If you've tried the above steps but still can't locate your package, please contact our customer service team for assistance.
What should I do if I am missing item(s) from my order?
If you are missing items from your order, there are two possible reasons:
- Overweight Order: For overweight orders, we may split the order and ship it in multiple packages to get items to you quickly. The remaining products will be shipped as soon as they are processed. Check the 'Your orders' page in your Ninelune account and click 'track' next to your order to see if your items were split into multiple packages.
- Items Missing During Packing or Transportation: If an item is missing and not scheduled to be sent in another package, you can request a refund by following these steps:
- Go to the Ninelune app, click 'You' > 'Customer support' > 'Contact us', or click 'Support' on the top of Ninelune.com and then click 'Chat with Ninelune'.
- Send 'missing item' and select the order you need help with.
- Click 'Select missing item(s)'.
- Select the missing item(s) and quantity.
- Upload details of the missing item(s) and click 'Next'.
- Select your refund method.
- Click 'Submit' to request a refund for your missing item(s).
Once Ninelune issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions.
How do I track my refund?
Here are the ways to track your refund progress:
1.Ninelune App or Ninelune.com:
- Go to 'Your orders' on Ninelune app or Ninelune.com.
- Find the corresponding order and click to view its details.
- Scroll to the refunded item and click 'Details'.
- Here, you can check your refund status and refund method for each refunded item.
2.Messages Section:
- Visit your account on Ninelune app or Ninelune.com.
- Navigate to the 'Messages' section.
- Click your refund message notification to view the details of your refund progress.
3.Text or Email Notifications:
- If you enabled text or email notifications for your order, check your messages.
- Click on the links provided in the notifications to track your refund status.
Once Ninelune issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times can vary among financial institutions.
