Refund policy

We want you to be happy! Contact us at webstore@cloudninepajamas.com to start a return. Damaged or defective items can be evaluated and exchanged or refunded. Final sale items include underwear, boxers, custom products, personal care goods + gift cards. Refunds will be issued to the original payment method.

To start a return, you can contact us at webstore@cloudninepajamas.com. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question 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. 


Exceptions / non-returnable items
Certain types of items cannot be returned and are therefore FINAL SALE including Underwear, Boxers, custom products (such as special orders or personalized items), and personal care goods (such as beauty products, bath bombs, creams), as well as Gift Cards. We do not take returns from the USA, all orders shipped to the United States are Final Sale. 


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.