Return and Exchange

Return Policies

We hope you are happy with your purchase with Ninemoo as customer satisfaction is our priority. However, if you decide to return your products, we accept returns within 30 days of receiving your order. 

Please note: We offer free returns and shipping costs for the return of discounted products are the responsibility of the customer. MYSTERY BAG returns are not accepted.


When making a return please note:

        • Items must be unused, unwashed, unworn and must be fully resalable in the original packaging. We reserve the right to refuse a return if items received are not eligible.
        • For hygiene reasons, intimate items like earrings, face coverings and socks can only be returned if it is unopened in the sealed packaging.


All refunds will be processed within 5-7 working days once we have received your parcel, and that the returned item is approved. We will issue your refund via your original payment method. 


If the product is faulty or damaged, or an exchange is required, please contact the customer service team with further details with the form below.


How to return

Please return your order via courier or post. Ensure you include the returns slip (download here), make sure you include a telephone number and email address on the return slip, in case we need to contact you regarding the return. Please note that, without the order number and contact details we might not be able to process the return as we will be unable to track the order. Please note that we will not be responsible for any missing parcels.

Please email for the return label.  



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Our retail store

301 Front St W
Toronto, Canada

Mon - Fri, 8:30am - 10:30pm
Saturday, 8:30am - 10:30pm
Sunday, 8:30am - 10:30pm