When will my order ship?
We want you to enjoy your order as soon as possible!
All orders are processed within 1-3 business days before your order ships (excluding weekends and holidays). Pre-orders ship by the date listed on the product page. Once your order ships, you’ll get a confirmation email with tracking details. For real-time updates, log into your account anytime.
How do I track my order?
Once your order has been placed and processed, you’ll receive a confirmation email with your order details.
Tracking information may take 1-3 business days to become active after your order is processed. If there are no updates right away, don’t worry – it means your package is still being prepared. Please check back later for the latest status.
You’ll receive email updates at every key stage:
- Order Confirmation – Order has been successfully submitted and sent to our warehouse for processing.
- Order is on its way – Order has been fulfilled or partially fulfilled with your tracking link included as the shipment begins transit. and the shipment is in transit.
- Out for Delivery – You’ll get a heads-up when your package is nearby and arriving soon.
- Delivered – A final email will confirm your package has arrived.
You can click the tracking number link in the email or go to our website and Track Your Order Here.
Can I cancel or change my order?
Once an order has been placed, you’ll receive an order confirmation email with an option to view and/or cancel your order. You have a one-hour window to cancel your order using the link at the bottom of that email.
After that time, cancellations are no longer guaranteed, as your order may already be processing.
Please note:
- At this time, we’re unable to modify orders – including adding/removing items, changing your shipping or billing address, or updating your payment method.
- To ensure a smooth experience, we recommend reviewing all order details carefully before submitting.
How much is shipping and how long does delivery take?
We offer FREE economy shipping on all orders over $75.
While we want you to receive your order as quickly as possible, orders shipping via UPS are subject to UPS service levels. We are not responsible for delays in UPS service.
| Order Type / Shipping Method | Delivery Time | Shipping Method | Cost |
|---|---|---|---|
| Orders Over $75 | 5-8 Business Days | Economy | Free |
| Orders Under $75 | 5-8 Business Days | Economy | $9.95 |
| All Orders | 1-2 Business Days | Express | $21.95 |
NOTE: UPS Cannot deliver to USPS PO Boxes While we’d love for everyone to enjoy our shoes, we are unable to accommodate service to non-US shipping and billing addresses, or destinations via freight forwarders. Please note that other regions of the world may be serviced by a regional distributor or licensee.
What do I do if my item(s) arrived incorrect, damaged or missing?
If you’ve received the wrong items, or significantly damaged goods, we’d like to first apologize for the inconvenience. Our Customer Support team is more than happy to help!
Please report the issue through our Contact Form. Be sure to include:
- A clear photo of the item you received
- The name of the item
- A description of the issue (incorrect item, damaged, or missing).
For missing items, please double-check your packaging for any notes indicating if items were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
What if my package gets lost or arrives damaged?
We understand how frustrating it can be to have a missing packing. Occasionally, carriers may mark a package as “Delivered” before it actually arrives. If your order’s status shows as delivered but you haven’t received it:
- Wait 24 hours – Packages often show up within a day after being marked as delivered.
- Check your surroundings – Look around your property, as carriers may leave packages in a secure or out-of-sight area.
- Still missing? – If the package was delivered to the wrong address, hasn’t moved in the tracking system for over 5-8 business days, or you suspect theft, please Contact Us.
In some cases, we may need to file a claim with the carrier before we can resolve the issue. We’re here to help and will do our best to make it right.
Do you ship worldwide?
At this time, we do not offer international shipping.
We currently ship to all U.S states (including Alaska & Hawaii), excluding U.S. Territories.
Do you ship to P.O. Boxes?
At this time, we’re unable to ship to P.O. Boxes.
Please use a physical street address at checkout to ensure successful delivery.
Returns
Need to make a return?
If you’re not completely satisfied with your purchase, you may return it for a refund or store credit within 30 days of delivery through our Returns Portal.
Eligible Items:
- Must be unworn, in new condition, and in their original shoeboxes
- Final sale items and e-gift cards are not returnable
- Shipping is non-refundable
How to Return:
Option 1: Free & Fast In-person with Happy Returns (Preferred Method)
- Visit any Happy Returns Bar location – thousands available nationwide
- No box or label needed
- Start your returns online to receive your QR code and instructions
Option 2: Mail-In Return
- Start your return online and choose the “Mail” option to receive a prepaid shipping label
- A $6.95 restocking fee applies per order and will be deducted from your refund
- Print the pre-paid shipping label, attach it to the shipping box, and remove any old labels if possible
- To ensure we can track your return and issue a refund, please use only our prepaid label, as we’re unable to process lost returns sent with other labels
Need help getting started? Start your return here or Contact Us – we’re happy to assist!
Refunds & Billing
When will I get my refund?
Once your return has been received and processed, you’ll receive an email confirmation that your refund has been issued.
- In-Person Returns at a Happy Returns Bar:
- Please allow up to 5 business days for the refund to appear on your original method of payment.
- Mail-in Returns:
- Please allow up to 21 days for a refund to be processed and refunded to your original method of payment.
Be sure to use a shipping method that provides a tracking number. We’re unable to issue refunds for returns without tracking. If it’s been more than 21 days and you haven’t received a refund or confirmation email, please Contact Us.
All Shipping is non-refundable.
Do you offer exchanges?
We don’t offer exchanges at this time. However, our Customer Service team is happy to help you place a new order, or you’re welcome to place one on your own at any time.
I was charged incorrectly
We’re sorry for the confusion! If you believe you were charged incorrectly, please reach out to our Customer Service team. We’ll review your order and make it right as quickly as possible.
Do you offer price adjustments or price matching?
We are unable to accommodate price adjustments or matching. 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 or lower on a 3rd party website.
We can offer a one time courtesy for the following instances:
- Replacement of lost packages
- Replacement of wrong or incorrect items
- Replacement of missing items
- Price advertised incorrectly in our emails
- Order canceled due to stock availability
- If your purchase qualifies for one of the above mentioned conditions, please feel free to Contact Us..
Please note that only the above circumstances are subject to approval.
What if I purchased from one of your retail partners?
We are unable to process returns from other retailers. If you purchased from an authorized retailer, please follow their return policy and process your return directly with them.
Which payment methods do you accept?
We accept all major credit cards (Mastercard, Visa, Discover, American Express), as well as express checkout options such as Shop Pay, Apple Pay and Google Pay.
We also offer Buy Now Pay Later options with Shopify and Klarna.
Shop Now, Pay Later with Klarna
Learn how to use Klarna at checkout to split your purchase into easy, interest-free payments. Please visit https://ninewest.com/pages/klarna to understand how Klarna works, eligibility requirements, and payment options before completing your order.
Pricing & Promotions
How do I apply promo/discount codes?
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ‘Discount Code’ field.
• Click ‘Apply’ to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Are there any exclusions from offers or promotions?
Offers are subject to change or cancellation at any time without prior notice. Limit one offer per person and one offer or promo code per order. Offers cannot be combined or applied to previous purchases. All offers are valid while supplies last—no rain checks will be issued. Offers are available to U.S. residents only.
Exclusions apply to the total purchase amount, including but not limited to: e-Gift Cards, taxes, shipping and handling, non-eligible items, out-of-stock products, pending transactions, or purchases made outside of the promotional period.
Specific exclusions may include brand collaborations, seasonal or holiday collections, and final sale items. We reserve the right to cancel any order if an offer is used in an unauthorized, altered, or otherwise ineligible manner, and to modify or discontinue promotions if necessary due to unforeseen circumstances.
E-Gift Cards
How do I apply an E-Gift Card during checkout?
To apply a E-Gift Card:
• Proceed to checkout and enter your code in the ‘Gift Card’ field.
• Click ‘Apply’ to see your new total before finalizing your order.
If you’re having trouble entering your E-Gift Card, please try clearing the cache on your web browser or trying on a different device.
How will I receive my E-Gift Card?
Gift cards are delivered to the email used at checkout. It will contain a unique code that your recipient can use when purchasing. This email cannot be sent to another address.
How do I send an E-Gift Card to someone?
You’ll receive the digital gift card by email after checkout. Forward it directly to your recipient or print it for a personal touch.
Can I send the E-Gift Card directly to someone else?
At this time, all gift cards are emailed to the purchaser. They can then forward the email or print it to be gifted to the recipient.
How do I check the balance of my E-Gift Card?
You can check the balance in the link of the gift card email that was shared with you.
Do E-Gift Cards expire?
No, our gift cards never expire and can be used until the funds run out.
Authentic Membership Subscription
How do I cancel my Authentic Membership?
You may cancel your Authentic Membership recurring subscription through the membership portal accessible at member.authentic.com/login.
You must cancel your recurring subscription before the end of the current subscription period to avoid being charged the subscription fee for the next subscription period.
If you cancel your recurring subscription before the end of the current subscription period, we will not refund any subscription fees already paid to us and your recurring subscription will be canceled at the end of its then-current subscription period.