Refund policy
Returns & Exchanges
Below Return/Exchange Policy applies both online and in-store.
We want you to be happy with your purchase! If you need to return an item, please contact us at webstore@cloudninepajamas.com to start the process, or visit any of our Edmonton & Area locations.
- We offer Exchange, Credit or Refunds (case depending).
- Damaged or defective items can be evaluated for exchange, credit or refund.
- Refunds will be issued to the original payment method, and credits are issued to your online customer account and can be used towards a future online purchase - they do not expire (see below for more information about online store credits).
Certain items are considered Final Sale and cannot be returned. These include:
- Sale/Marked Down Clearance Items (however credit or exchange is an option)
- Underwear, socks, slippers and Boxers
- Custom Products (including personalized and special orders)
- Personal Care Goods (such as beauty products, bath bombs, and creams)
- Remove It Make Cloths/Hair Towels
- Gift Cards
Our return policy is nice and flexible — there’s no strict deadline for sending or bringing items back. That said, as a small business, we really appreciate when returns are initiated within 90 days of purchase.
Our Christmas Return Policy
We’re happy to offer a refund to the original form of payment, or an exchange or online store credit without (in-store credit offered for in-person returns). The gift receipt (included with your order) or name/email/order number of the original purchaser is required. There’s no set deadline for Christmas/Gift Purchases to be returned (in store or online) but it would be greatly appreciated if it's completed prior to the end of February.
If you have questions or concerns about whether your item is eligible for return, please reach out to us before initiating the return process.
*A note about Credit: Credits issued from an online purchase may only be used towards a future Online purchase only and cannot be used in-store. They are attached to your email/customer account and you must be signed in to view or use them. To use, add items to your cart as normal, and the credit available will appear as a Method of Payment at checkout (the payment page). Just click it first, and any balance will be due via an alternate form of payment. If your purchase is under the available credit, the remaining amount will be available towards another purchase. Credit does not expire and can be combined with other discounts/promotions as well as used towards sale merchandise.
Exchange Process
Not the right size? Not to worry, if we have the size you need we'd be happy to exchange it for you! Exchanges can be done in-store at any of our YEG locations or email us at webstore@cloudninepajamas.com to start the process.
Return Process
To initiate a return, please contact us at webstore@cloudninepajamas.com. If your return is accepted, we will provide instructions on how and where to send your package. Please note that items sent back to us without prior authorization will not be accepted.
The cost of return shipping is the responsibility of the customer. Please allow 3 business days for your refund to reflect in your online banking or credit card statement. You will receive an automated email when your refund has been finalized and funds posted to your method of payment.
If you are local, you can visit any of our store locations to process your return in person.
Orders previously shipped to the USA are Final Sale and cannot be returned or exchanged.
For any additional questions about returns, contact us at webstore@cloudninepajamas.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please provide your order number, description of the damage or defect, and pictures if possible in your email, or visit us in-store to talk to a manager.
