Our returns policy

9PmAve.com is happy to accept returns for any reason up to 14 days after the receipt of your order. You have up to 7 days to complete the online returns form within the returns procedure and then a further 7 days to send the goods back to our boutique. This means that the package must reach the originating boutique within 14 days after you have received your order. Please be aware that the parcel can take up to 7 working days to be returned to our boutique or warehouse, unless sent via special delivery.

Please read the information below:

• The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
• The cost of returning the item to us is your responsibility.
• 9PmAve.com and its partner sites will not accept returns for any non-faulty items that have been worn and tags removed.
• Please note that items should be returned in its original packaging and shoes must be returned with the original shoe boxes.
• In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods.
• Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the US.

How to return or exchange an item

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund (excluding original delivery charge) upon receipt, or exchange the item for a different size or colour if preferred.

Before you can return your order back to us, you will need to complete a Return Request Form. You can do this by simply login in to your account on our web site and click My Account. Once you have completed the form you will be provided with a returns ID number, please make a note of this number for your reference. This number must also be included in with the returned parcel. As soon as we receive your return request we will respond within 24 hours (Monday to Friday) with instructions on how to return your order. The original sales receipt must accompany all returns.

Please Note - All items must be returned back to us in their original condition as they were sent out to you. This must include any dust bags, tags, labels, serial number cards, authentication cards and presentation boxes that came with the item. We will not accept any returned items with any of the above missing. We will not accept returned items that have been used, damaged, scratched, marked, soiled or misused in anyway. This also applies to returned items which have any odours such as from cigarettes, cigars, animal, perfumes, fragrances, food, dampness, etc. Items may have a security seal and tag attached to the product to identify that the item was purchased from www.9PmAve.net. We will not accept a return if the security seal and/or tag have been removed from the item. All gift wrap packaging must be returned undamaged.

We reserve the right to refuse a return and items will be promptly sent back to you the buyer if any one of the above occurs.

All refunds will be made via the same method as when the order was placed. You will receive a confirmation email advising you once the refund has been processed. Please allow between 2-3 working days for all card refunds to show on your card account.

Exchanges
Items can be exchanged within 14 days from date of receipt of your order. When returning your order please let us know which item you wish to exchange with. Please note - when no quality issue is involved, the shipping fee for exchanges will be the customers responsibility. payment can be taken from the same card used to place your initial order. To exchange an item please complete the online returns form as indicated above.

Please Note - Any postage you pay to return your order back to us will not be refunded. The return of any item will be at your own expense. Please make sure to use a recorded or registered service when returning any item. It will be your responsibility to return items in the appropriate and secure packaging and we will not accept any losses or damages which may occur in transit.

If an order has been lost or stolen whilst in transit, we will instruct a full investigation to be carried out by the courier company. No refund or replacement item will be sent until the investigation has been carried out and the claim has been approved by the courier company.

Please Note - Once an order has left our warehouse and is in the hands of the courier company we will not be responsible if your order is lost, stolen, damaged or tampered. Any claims will be put forward to the courier company.

Cancellations Policy
If you wish to cancel your order you must advise us by written notice as soon as possible or no later within 7 working days from the day after that on which you received the goods. Please email us at info@9pmave.com forwarding to us your name, address, order ID and the reason why you would like to cancel your order.

Please Note - The postage & packaging will not be refund, just the value of the item(s) in the order.

Please Note - Any postage you pay will not be refunded, just the value of the item(s) in the order.

Repair Service
In the unlikely event an item occurs a problem within 28 days from the date of purchase we will offer a replacement item. Any repair requests after this period we will offer a free repair service on items for a period of 12 months from the date of purchase. Any requests after the 12 month period a chargeable repair service will be offered.

You must forward your request to us at info@9pmave.com as soon as possible detailing the problem with your item, please include your name, address, order ID number and your invoice number. As soon as we receive your request, we will respond within two working days.

We also offer a chargeable repair service for items not purchased from our web site. Please email us at info@9pmave.com for more details on our chargeable repair service.

Repair service could take between 3-5 weeks depending on the work involved. Once we have confirmation of the status of your repair we will email you with an expected return date.