Returns & Exchanges

Return Period

  • You have 30 days from the date of delivery to initiate a return request
  • Returns requested after this 30-day window will not be accepted

Item Condition Requirements

  • All returned items must be:
    • In original condition
    • Free from any signs of wear, stains, or damage
    • Must have packaging bag it came in 
  • Items showing signs of wear will be returned to the customer at their expense
  • We inspect all returns thoroughly upon receipt

Non-Returnable Items

The following items cannot be returned:

  • Items marked as "Final Sale" at time of purchase
  • Sale or discounted items (indicated during checkout)
  • Items showing signs of wear, washing, or alteration
  • Damaged items where damage occurred after delivery
  • Shipping fees are non-refundable.

Return Process

How to Initiate a Return

  1. Email our customer service team with:
    • Your order number
    • Items you wish to return
    • Reason for return
  2. Package your item securely with all original packaging and tags
  3. Ship to the provided return address with tracking
  4. Keep your return tracking information until the return is processed

Return Shipping

  • Customers are responsible for return shipping costs
  • We recommend using a tracked shipping method to ensure your return can be verified
  • For Canadian customers: Returns should be sent to our Canadian address
  • For international customers: Return addresses will be provided based on your location
  • We are not responsible for returns lost or damaged in transit
  • Return shipping typically costs between $10-25 depending on location

Processing Time

  • Returns are typically processed within 7-10 business days after we receive your package
  • During high-volume periods (holidays, sales), processing may take up to 14 business days
  • You will receive an email confirmation once your return has been processed

if your package comes to you with cuts as if  it was miss handled by the delivery service, we are not responsible. However, if you email us, we will try our best to see what we can do for it. It's a case case situation.

Refund Information

Store Credit Policy

  • All approved returns are processed for store credit only
  • Store credit is issued for the value of the returned item(s)
  • Original shipping fees are non-refundable
  • Store credit will be sent via email and remains valid for 12 months from issue date

Refund Exclusions

The following are never refunded:

  • Original shipping charges
  • Return shipping costs
  • Duties or taxes paid on international orders
  • Items marked as final sale or non-returnable

Special Circumstances

Damaged or Incorrect Items

If your item arrives damaged or incorrect:

  • Contact us within 2 days of delivery
  • Include clear photos showing:
    • The damaged product
    • Original packaging
    • Any shipping box damage
  • For incorrect items, explain what you received versus what you ordered
  • Valid claims will receive replacement items or store credit at no additional shipping cost
  • Claims made after 2 days may not be eligible for resolution

Address Errors

  • If you entered an incorrect shipping address, you must contact us within 2 hours of placing your order
  • Address changes requested before shipping can typically be accommodated
  • We cannot modify shipping addresses after an order has shipped
  • We are not responsible for packages delivered to addresses you provided incorrectly
  • If a package is returned to us due to an incorrect address you provided, you will be responsible for reshipment costs

Lost or Stolen Packages

  • Once a package is marked as "Delivered" by the carrier, it becomes the customer's responsibility
  • We recommend having packages delivered to a secure location or requiring signature confirmation
  • We are not responsible for packages that are stolen after delivery or lost in transit
  • For packages showing as delivered but not received, please:
    1. Check with family members or neighbors
    2. Contact your local carrier with tracking information

Exchanges

Size or Color Exchanges

If you wish to exchange for a different size or color:

  1. Return your original item following the standard return process
  2. In your return request email, indicate that you'd like to exchange
  3. Once we receive and process your return,
  4. We will send a new order for your preferred size/color 

Exchange Timeframe

  • Exchanges follow the same 30-day eligibility period as returns
  • The exchange process typically takes 2-3 weeks from when we receive your return until your new item ships

International Returns

Import Duties & Taxes

  • Any duties, taxes, or customs fees paid on your original order are non-refundable
  • Return shipments may incur additional customs charges which are the customer's responsibility

International Return Addresses

  • Canadian customers should return items to our Canadian facility
  • International customers will receive specific return instructions based on location
  • Returns sent to incorrect addresses may result in processing delays or rejection

Contact Information

If you have questions about returns or exchanges:

  • Email: hello@cloudnineclothing.ca 
  • Include your order number in the subject line
  • Allow 1-2 business days for a response

We reserve the right to amend this policy at any time without prior notice. All returns are subject to the policy in effect at the time of purchase.