Refund policy

Returns and exchanges

As your sandals are made for each order we recommend you thoroughly check your size before ordering. If you are still unsure and need help picking a size then you can feel free to contact us.

Fit-only exchanges

If the fit is not right, you may request an exchange for the same style and colour, subject to the conditions below. Please contact our team first for instructions; do not send a pair back without coordinating the request.

Conditions for an exchange

The sandals must be unused and in the same condition in which they arrived. Try them on a carpeted surface, keep the original shoe box and packaging, and include proof of purchase. The shoe box is treated as part of the product.

Items not covered by the fit exchange

Custom orders for fit or colour are not eligible for standard fit exchanges. Minor colour variations between screen images and the physical product are not grounds for a standard exchange. Individual requests remain subject to applicable consumer rights.

Cancellations

Cancellation requests can be made within 24 hours of placing an order, provided the order has not already been processed. Please get in touch immediately if you need to make a request.

Questions about an order?

Write to contact@ninebyjanine.com or use our contact form. For fit guidance before ordering, visit the Size Guide.