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FAQs

Product Questions

  1. Full Price products are identified by their advertisement in all non-Sale and Outlet categories on NINE WEST Online, such as Shoes and Accessories
  2. Sale and Outlet products are identified by their advertisement in the "Sale" categories on NINE WEST Online.

Have more questions? Submit a request

You can get the right size and fit by reviewing our size guides here.

Please contact us if you have any questions or feedback to improve our Size Guides.

Almost all NINE WEST styles are a limited run "one-time" production for the month of their release only and not restocked.

Limited availability of some older styles may be found under online sale or at an outlet store. See also: I'm looking for a product - Where can I find it?

If your size is sold-out online, you can signup to receive an email update if the size is restocked, or you can use our 'find in store' tool to check availability in stores. 

Online

You can use our search function to look for items referencing their name, colour, style number or category.

Concept and Outlet Stores

You can check if a product is available at your local Nine West store, using our website. Simply, find the product using the search bar and do the following: 

  1. Click on the Product to see the details;
  2. Select your preferred Colour and/or Size;
  3. Click the "Find in Store" button; and
  4. Enter your State and Postcode to check store stock availability near you.

If you can't find the product on the NINE WEST website

Please Submit a request, and we'll do our best to assist you.

Information that will assist us to assist you:

  • The Product Name or Style Number
  • Where you've seen the product. For example, sharing a photo or link to a social media post or webpage featuring the product.
  • Any other unique attributes of the product
  • The size you would like to purchase and your location

For NINE WEST Concession Stores

NINE WEST Customer Service does not have real-time visibility into NINE WEST Concession Store inventory and stock availability at this time.

For stock availability at NINE WEST Concession Stores including David Jones and MYER, please contact the Concession Store directly.

 

Shopping Online

You can use Guest Checkout to order without registering an account.

You can also register an account with NINE WEST Online to store your contact, delivery and payment information ready for your next purchase. You can also view your Online order history, Wishlists and more!

 

Please visit NINE WEST Online.

 Online Shopping Instructions

  1. Ready, set, shop - Find the products you love online, select your size/colour (where applicable) and click “Add to Bag”.
  2. Review your bag - You can view the contents of your bag or checkout at any time just by clicking on the bag icon on the top right of each page. Remember, products in your bag are not reserved and can quickly sell out at any time.
  3. Ready to make them yours? Click the "Checkout" button. Let us know where and who to send your items to, and don’t forget to save your address to make ordering even easier next time. Be sure to check the "Confirm your Order" checkbox on the last step of checkout. 

PLEASE NOTE:

After placing an order, we are not able to make any changes / adjustment to it. For more information regarding changes and cancellation request, please contact us.



NINE WEST Online securely accepts Credit Cards (American Express, MasterCard and Visa), Gift Cards (including eGift Cards) PayPal, Afterpay and Zip. 

Please note:

  • Afterpay and PayPal cannot be used for eGift Card purchases.
  • Afterpay orders cannot be combined with any other payment method (that is, Gift Cards, Credit Cards or PayPal).
 Visit https://www.ninewest.com.au/pages/payment for more details on payment options, terms and policies.

  • Sign In to your customer account 
  • Use the “My Account” links to update your email address, payment information and delivery addresses.
 

Products added to "My Bag" (also known as a Cart) on NINE WEST Online are not reserved. To secure your items, complete your order as soon as possible.

 

All NINE WEST online orders are reviewed for fraud and suspicious activity.

If you are a first-time customer to NINE WEST Online or your payment has been identified by our payment partners as a potentially suspicious order, you will receive an email notification.

Customer Service will then manually review your order. Your order will be delayed until we can confirm your identity and verify your order.

 

NINE WEST Online is unable to change, cancel or redirect your order once made.

This includes if you would like to add / replace / swap / remove a product from an order you have already successfully placed. 

Please read our Returns Policy for information on how to return your order. 

 

Attempted to place an order, but you're not sure if it was successful?

Have you received a confirmation email? 


Do you have an account with NINE WEST?

If yes, you can log into your account and check your Order History. Here you can see if the order was placed successfully. 

Checked your payment method?

If you think your order has not been placed successfully, it is advised to check your payment method to make sure no funds were taken from your account. With credit card payments, the funds could be put on hold but not withdrawn from the account if the order was not successful this is known as a pending payment. 

Still not sure?

If you would like a Customer Service team member to check your order, please submit an enquiry with the following information:

  • Your full name
  • The email address associated with the payment method (if different to the email address you sign into NINE WEST with)
  • Method of payment 


No. We do not offer a Click and Collect service at this time.



Unfortunately, NINEWEST.com.au deliver only within Australia and New Zealand.

Have more questions? Submit a request 

You should receive an Online Order Confirmation email within 15 minutes of placing your order.

If you did not receive your Online Order Confirmation email, please:

  1. Confirm that you placed your order with your correct email address
  2. Check your Spam/Junk folders; and
  3. If you still require assistance, please Submit a Request and we'll re-send your Online Order Confirmation email to you.

*Please note: confirmation emails will be sent to the email address associated with your payment method. For example, if your PayPal username/email is different to that which you log into your www.ninewest.com.au  account, then the confirmation email will be sent to the PayPal email address.

Product Returns

In very rare situations, your NINE WEST Online order may have been damaged in-transit by the Delivery Service. 

Please read our Returns Policy , and get in touch with us to review return options.. 



Return Options

Your original receipt is required as proof of purchase. We offer the below return options depending on the item you are returning: 

  • FULL PRICE ITEMS: Items purchased at full price (no promotions / discounts applied) are eligible for exchange, gift card or refund to the amount equal to the purchase price of the returned item/s.
  • PROMOTION ITEMS: Items purchased with a promotion (e.g 20% off full price pumps) can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.
  • SALE ITEMS: Items purchased at clearance markdown price online can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.
  • OUTLET ITEMS: Items purchased at clearance markdown price online can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.
  • FAULTY ITEMS: If you feel your item is faulty please contact Customer Service to discuss your options.
  • ZIP & AFTERPAY PURCHASES: Online purchases paid with ZIP & AFTERPAY can only be returned to our ONLINE RETURNS store for a refund only. ZIP & AFTERPAY orders are not eligible for an in store exchange or refund.

How To Return

NINE WEST Concept Stores 

Please return your Concept Store purchase to your nearest Concept Store. You can find your nearest Concept Store at: NINE WEST Store Locator.

NINE WEST Outlet Stores 

Please return your Outlet Store purchase to your nearest Outlet Store.

You can find your nearest Outlet Store at: NINE WEST Store Locator.

NINE WEST Online Australian Purchases (AU)

Option 1 - Return by Post

  1. To return your NINE WEST Online purchase for inspection please Submit A Request and follow the instructions.

Option 2 - Return to an Australian Concept Store or Outlet Store (excluding Afterpay, Zip and Openpay purchases)

You can return your NINE WEST Online purchase for inspection at a:

  1. NINE WEST Concept Store in Australia (Full Price and Markdown products); or
  2. NINE WEST Outlet Store in Australia (Sale and Outlet products only).

NINE WEST Online New Zealand Purchases (NZ)

Option 1 - Return by Post

  1. To return your NINE WEST Online NZ purchase for inspection please Submit A Request and follow the instructions.

NINE WEST David Jones Concession Stores (AU)

Please see: Return a David Jones Concession Store Purchase.

NINE WEST MYER Concession Stores (AU)

Please see: Return a MYER Concession Store Purchase.

 Need help?

If you experience any issue returning a product, please submit an enquiry to Customer Service for assistance.

 [1] Australia Post advises that customers using the Return@Post feature (that is, printing their Returns Label at the Post Office) may experience delays of up to three (3) hours between printing their Returns Label and Australia Post being able to accept this return over the counter. We strongly recommend that customers print their Returns Label at home, work or another Post Office location at this time.

Please Note:

NINE WEST will only accept the return of products that are faulty or otherwise fail to meet a guarantee implied by law (see Your Statutory Rights section of the NINE WEST Returns Policy) where:

  1. Time: You return the product within a reasonable time after purchasing the product. Reasonable time is assessed on a case-by-case basis and taking into account things such as the product purchased, the product’s price and the time between purchase and return;
  2. Product: You return the product for our inspection and clearly identify the fault;
  3. Proof: You supply satisfactory proof of purchase such as the store receipt/tax invoice or online order confirmation email; and
  4. Remedy: Where the product is returned, inspected and assessed as faulty, you can elect to receive a refund or replacement (where available).

NINE WEST reserves the right not to accept the return of a faulty product where we inspect the product and reasonably assess that the fault is as a result of:

  1. Damage caused by neglect or misuse (for example, treatment inconsistent with the product's care instructions); or
  2. Usual wear and tear following use of the product.

Please contact the NINE WEST stores directly or Submit A Request and a NINE WEST Representative will assist you.

 

Understanding our Returns Policy

You can return your purchase under the NINE WEST Returns Policy if:

  1. Time: You return the product within 30 days of in-store purchase;
  2. Product: You return the product in its original condition, unworn and with the tags attached (and the product is not an Excluded Product);
  3. Proof: You supply the store receipt/tax invoice as proof of purchase; and
  4. Return Option: You select an available Return Option for your purchase.

Do I have a Full Price, Sale or Outlet Product?

  1. Full Price products are identified by the "white sticker" on their price tag. Full Price products include Full Price products purchased during promotional events (such as a time-limited storewide discount event).
  2. Sale and Outlet products are identified by the "red sticker" on their price tag.

Return Options and How to Return

Returns of outlet product can only be accepted in stores or online, for an exchange or gift card for the price paid for the product. No refunds can be processed for Outlet purchases.

To return online, click to Submit a request

 

Where is my nearest Store?

You can find your nearest Concept and Outlet Stores at: NINE WEST Store Locator.

 
 

About Afterpay, Openpay and Zip Returns

In accordance with the NINE WEST Returns Policy, NINE WEST Online purchases paid with Afterpay and Zip can only be returned to the NINE WEST Online Returns Warehouse.

It is not possible to exchange Afterpay and Zip purchases at our Online Returns Warehouse

It is also not possible to return or exchange Afterpay and Zip purchases in-store at this time.

Return Options and How to Return

Australia - Return by Post

  1. Please return your NINE WEST Online purchase by following the instructions and completing the Submit A Request.
  2. You can also conveniently purchase and print an Australia Post Returns Label here.
  3. Our Online Returns Warehouse will process your return within two (2) business days of receipt. When your return is processed, we will send you an email to confirm it has been processed.

If you have any questions about your Afterpay account or payment schedule, please contact Afterpay directly via the Afterpay Help Website.

If you have any questions about your Zip account or payment schedule, please contact Zip directly via the Zip Help Website.

If you have any questions about your Openpay account or payment schedule, please contact Zip Pay directly via the Openpay Help Website.

If you experience any issue returning a NINE WEST Online purchase, please submit an enquiry to NINE WEST Customer Service for assistance.

  

[1] Australia Post advises that customers using the Return@Post feature (that is, printing their Returns Label at the Post Office) may experience delays of up to three (3) hours between printing their Returns Label and Australia Post being able to accept this return over the counter. We strongly recommend that customers print their Returns Label at home, work or another Post Office location at this time.

 

Have more questions? Submit a request

Understanding our Returns Policy

In addition to your statutory rights, the NINE WEST Returns Policy sets out how you can return your purchase from a NINE WEST Concept Store, NINE WEST Outlet Store or NINE WEST Online because you:

  1. changed your mind; or
  2. purchased an incorrect size and the product doesn't fit.

You can return your purchase under the NINE WEST Returns Policy if:

  1. Time: You return the product within 30 days of online delivery;
  2. Product: You return the product in its original condition, unworn and in the box you received it in.
  3. Proof: You supply the online order confirmation email as proof of purchase; and
  4. Return Option: You select an available Return Option for your purchase.

NINE WEST items purchased at a Myer store can only be returned within a Myer store and are subject to the returns policy of the department store.

NINE WEST items purchased at a David Jones store can only be returned within a David Jones store and are subject to the returns policy of the department store.


Understanding our Returns Policy

In addition to your statutory rights, the NINE WEST Returns Policy sets out how you can return your purchase from a NINE WEST Concept Store, NINE WEST Outlet Store or NINE WEST Online (for purchases from department stores- Myer and David Jones, please visit their website for their terms and conditions) because you:

  1. changed your mind; or
  2. Purchased an incorrect size and the product doesn't fit.

You can return your purchase under the NINE WEST Returns Policy if:

  1. Time: You return the product within 30 days of online delivery;
  2. Product: You return the product in its original condition, unworn and in the box you received it in.
  3. Proof: You supply the online order confirmation email as proof of purchase; and
  4. Return Option: You select an available Return Option for your purchase.
 

Do I have a Full Price, Sale or Outlet Product?

  1. Full Price products are identified by their advertisement in all non-promotional, Sale and Outlet items at NINE WEST Online.
  2. Promotion items are full price products purchased during promotional events (such as a time-limited storewide discount event).
  3. Sale and Outlet products are identified by their advertisement in the "Sale" or "Outlet" categories on NINE WEST Online.

Return Options for NINE WEST Online Australian Purchases (AU)

 Option 1 - Return by Post to the Online Returns Warehouse 

This Return Option is available for all products purchased from NINE WEST Online.

  1. Please return your NINE WEST Online purchase by following the instructions and completing the Submit A Request.
  2. You can also conveniently purchase and print an Australia Post Returns Label here.
  3. Our Online Returns Warehouse will process your return within two (2) business days of receipt. You will be contacted via email when your return has been processed.

Option 2 - Return to a Concept Store 

This Return Option is available for Full Price, Promotional, Sale and Outlet items purchased online (excluding Afterpay, Openpay and Zip purchases. Please visit here for the return options if on these payments).

  • FULL PRICE ITEMS: Items purchased at full price (no promotions / discounts applied) are eligible for exchange, gift card or refund to the amount equal to the purchase price of the returned item/s.
  • PROMOTION ITEMS: Items purchased with a promotion (e.g 20% off full price pumps) can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.
  • SALE ITEMS: Items purchased at clearance markdown price online can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.
  • OUTLET ITEMS: Items purchased at clearance markdown price online can be returned to one of our stores for an exchange or gift card to the amount equal to the purchase price of the returned items. No refunds will be given.

Find your local NINE WEST store here.

 

Option 3 - Return to a NINE WEST Outlet Store 

This Return Option is only available for Outlet products purchased from NINE WEST Online (excluding Afterpay and Zip. Please visit here for the return options if on these payments)

You can return to any Outlet items to any NINE WEST Outlet stores in Australia. Outlet items are eligible for exchange or gift card to the amount equal to the purchase price of the returned item/s. No refunds will be given. 

Find your local NINE WEST store here.

 

Return Options for NINE WEST Online New Zealand Purchases (NZ)

Return by Post to NINE WEST Online Returns Warehouse

This Return Option is available for Full Price, Sale, Outlet products purchased from NINE WEST Online.

  1. Please return your NINE WEST Online purchase by following the instructions and completing the Submit A Request link.

Yes, as long as a separate returns request form is submitted for each online order being returned.

Shop In-Store

NINE WEST items purchased at a MYER store can only be returned within a MYER store and are subject to the returns policy of the department store.


NINE WEST items purchased at a David Jones store can only be returned within a David Jones store and are subject to the returns policy of the department store. 

 

To protect our customers privacy our receipts are not stored with contact details. Therefore, we are unable to retrieve store receipts from our records.

About Store Credit Vouchers

Store Credit Vouchers are different from Gift Cards and can only be redeemed at NINE WEST Concept Stores and Outlet Stores.

Converting a Store Credit Voucher to a Gift Card

If you would like to redeem a Store Credit Voucher at NINE WEST Online, you have two (2) options:

Option 1 - Return to Store for a Gift Card

Return to your nearest Concept Store or Outlet Store and kindly request the Store Manager to transfer the Store Credit Voucher balance to a Gift Card.

Option 2 - Return by Post to Head Office for an eGift Card

  1. Submit a Request with Customer Service attaching photos of the Store Credit Voucher.

  2. Customer Service will reply with instructions for you to return the Store Credit Voucher to our Head Office by post.

  3. When we receive and verify the Store Credit Voucher, we will send you an eGift Card for the Store Credit Voucher's balance via email.

 Have more questions? Submit a request

General

Please visit our Promotions Terms & Conditions page to review details on all our promotional activities.

If you can't find the information you are after, or would like to report an issue please get in touch with us

Established in 1978, the Nine West brand took its name from its founding address at 9 West 57th Street in New York City.

With an international presence in over 78 countries, including 80 stores in Australia, Nine West is looking for like-minded partners to grow and flourish with.

 Nine West works with GrowthOps, Australia's premium affiliate network. If you believe our brands align, apply to join the Nine West Affiliates program!

Thank you so much for your interest in NINE WEST. 

For all PR, Marketing, blogger and social media influencer enquiries (including collaboration requests), please email: [email protected] 

 

You can easily reset your password by:

  • Go to our 'Reset Password' page 
  • Enter the email address associated with your NINE WEST Online account; and
  • Click the link in the password reset email to reset your password.

If you don't receive an email from us within an hour, please contact us as we might need to re-activate your account.

If you are experiencing any technical difficulties with the website, please Submit a request for Customer Service to assist you. 

Screenshots

We recommend taking and attaching a screenshot of what you are seeing on your screen to expedite the investigation and resolution of any technical issues.

Instructions to take a screenshot are available at:

Additional Troubleshooting Steps

We also recommend the following troubleshooting steps:


Unfortunately, it is not presently possible for Online purchases to be dispatched without a tax invoice (for proof of purchase) or with a gift message/gift wrap option at this time. We are working to introduce this functionality in the near future.

 

Your nearest NINE WEST Store

Find your nearest store's contact information and trading hours using our Store Locator.

Customer Service

We're here to help Monday to Friday from 8am to 3pm AEST (except public holidays).

CountryPhone Number
Australia

1800 099 378

1800 934 143

 

Alternatively, we would encourage you to submit an enquiry for the quickest response. 

Gift Cards

If your card is now showing as having no funds available, please Submit a request for our customer service team to assist you with reloading the funds onto your card. 

Please provide the gift card number and the time at which you first attempted to make a purchase with this gift card. 

 Have more questions? Submit a request

Further information

Our third-party Gift Card providers system occasionally experiences temporary network issues when processing Gift Card payments.

This results in a pre-authorisation (also known as a pre-auth) being placed on your Gift Card.

Your Gift Card balance is not lost and is usually restored within an hour. 

Sometimes our third-party Gift Card systems provider, GiveX, experiences temporary network issues when processing Gift Card payments.

What is a Pre-Auth?

Similar to when you stay a hotel or hire a car, a pre-authorisation (also known as a pre-auth) is when an amount on a card is put on hold for a temporary period.

This pre-auth should only last during Checkout. Unfortunately, when GiveX experiences temporary network issues, this temporary hold is not automatically reversed by their systems and we need to manually clear the pre-authorisation.

 

CAN I PURCHASE A GIFT CARD ONLINE?

Yes, you can purchase an e-gift card using this link. E-gift cards are sent to set recipient via email, once order payment has been confirmed. Please allow a couple of hours for your order to be processed and e-gift car to be emailed. If any issues with the email delivery of your e-gift card, or if you have any questions regarding your order, please contact us

Please note, gift card orders cannot be cancelled after order is placed.

CAN I PURCHASE A GIFT CARD IN-STORES?

Yes, at Nine West Concept stores, customer can purchase our physical gift cards, at your choice of value denomination. To locate your nearest concept store please use our Store Locator.

CAN I REDEEM A GIFT CARD ONLINE?

Yes, e-gift cards and physical gift cards can be redeemed on purchases on our website at the checkout stage. Physical gift cards can also be used at any Nine West Australia concept store location. To locate your nearest concept store please use our Store Locator.

Gift cards cannot be purchased or redeemed in Nine West Australia concession stores in MYER and David Jones, or at online marketplaces such as The Iconic.

New Zealand based customers who hold a valid NZ gift card, please contact our Customer Service team here.

WHAT IF I LOSE MY GIFT CARD?

Please treat your Gift Card as cash, as lost, stolen or damaged cards cannot be replaced or refunded.

CAN I TOP-UP A GIFT CARD?

No, a Gift Card can only be redeemed or partly redeemed until the balance is zero.

CAN I RETURN AN ITEM PURCHASED WITH A GIFT CARD?

All returns need to meet the requirements of the Nine West return policy. If an item purchased with a Gift Card is valid to be returned, a new gift card will be issued.

HOW LONG IS MY GIFT CARD VALID FOR?

Gift cards issued after March 31st, 2018 are valid for three years from date of issue (featured on the Gift Voucher). For further queries regarding gift card expiry please contact our customer service team, for contact details please visit our help page.

HOW DO I CHECK THE BALANCE OF MY GIFT CARD?

You can check the balance of your Gift Card here: check your balance

View your gift card balance by clicking the link above, and scrolling down to the "Products Details" section of the page.

Enter your Gift Card number which can be found below the bar-code and your 4-Digit PIN, to see your E-Gift card balance and expiry date.

Please keep your Gift Card details safe, as we are unable to replace or reissue if misplaced.

Please do not use the online checkout to view your Gift Card balance. If you do apply your Gift Card at checkout, and then no longer wish to proceed with your purchase, please ensure that you remove the code from checkout.

Have you checked your gift card balance online?

If you have found that your card is showing as inactive and the card is within the expiry date, we would advise submitting an enquiry so that the Customer Service team can help assist you with this matter. Submit a request

We understand in most cases the Gift Card would likely be a gift, however, we will require the following information with your enquiry in order to resolve the matter for you:

  1. The Gift Card Number
  2. The date (or month) the Gift Card was purchased?
  3. The amount the gift card is for.

Have you visited a store and found the value of the gift card was not loaded properly when the gift card was initially purchased? 

If you have attempted making a purchase with your NINE WEST gift card in one of our stores, but have been informed there is no amount loaded onto the card, then you (or the store on your behalf) will have to contact Customer Service. 

We understand in most cases the Gift Card would likely be a gift, however, we will require the following information with your enquiry in order to resolve the matter for you:

  1. The Gift Card Number
  2. Which store was the Gift Card purchased from?
  3. The date (or month) the Gift Card was purchased?
  4. What method of payment was used to purchase?
  5. If possible the proof of purchase i.e. receipt. 

If the Gift Card was purchased from another retailer, please get in touch with the retailer to resolve the issue. If you are unsure, you can contact our Customer Service Team with your Gift Card number and they will be able to check for you.

Gift Cards are valid for a term of 3 years from the date of purchase.

Any unused balance remaining on a Gift Card upon expiry shall be forfeited and will not be refunded or credited to you.

Please visit Gift Card Terms & Conditions.

 

The Gift Card should be kept safe at all times and stored with the same care and attention as cash. NINE WEST shall not be responsible to you for any damage to, unauthorised use of, loss or theft of, a Gift Card. 

Please visit our Gift Card Terms & Conditions.

 



You can check the balance of an existing gift card by visiting our gift card page, scrolling to the end of the page and entering your Gift Card number and PIN.

Have more questions? Submit a request

Shipping & Delivery

Goods ordered online will be delivered to New Zealand within approximately 10-15 postal working days and will incur a AU$29.95 postage and handling charge.

Before placing an order, we encourage customers to use the NZ Customs Duty Estmator to avoid unexpected charges.

Parcels are distributed by the local postal services upon arrival in the destination country. Deliveries cannot be made to New Zealand PO boxes. Occasionally customs inspections may also delay your delivery by a few days.

IMPORTANT: 

Orders over NZ$200 will incur import taxes in New Zealand. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

If you have not yet received your NINE WEST Online order (within 10 business days), please contact Customer Service and we will request an investigation with the responsible Delivery Service.

Submit a request so that our customer service team can action this for you and get in touch when we have a result for you.


Please take into consideration

During popular sales and promotions:

  • NINE WEST Online may be unable to dispatch your order in full because one or more products are out of stock as we prepare to dispatch your order. If this occurs, you will receive an email notification about the out of stock product/s and an automatic refund to your payment method/s used.
  • NINE WEST Online may experience delays of up to three (3) business days in dispatching your order for delivery to you.

Delivery Address review delay: 

All NINE WEST Online orders require a valid delivery address which complies with Delivery Service requirements. We use a real-time address validation service at checkout to assist you to enter and select a valid delivery address.

If you do not use the address validation service at checkout or manually override and enter an invalid delivery address, your order will be delayed until we can confirm a valid delivery address for your order.

Fraud Review Delay:

All NINE WEST Online orders are reviewed for fraud and suspicious activity.

If you are a first-time customer to NINE WEST Online or your payment has been identified by our payment partners as a potentially suspicious order, you will receive an email notification. Customer Service will then manually review your order. Your order will be delayed until we can confirm your identity and verify your order.



NINE WEST Online orders are usually dispatched within 2-3 business days.

Once your order is dispatched, we will send you an email with your Tracking Number so that you can follow the progress of your delivery.

Please check your email Spam/Junk folder.

Please note, if you have paid with PayPal your confirmation email will be sent to the email address used to log into your PayPal account. 

You can also track your order using the below Delivery Service links:

DestinationDelivery Service TrackingPhone Number
AustraliaAustralia Post13 11 18
New ZealandDHL+617 3837 7705

Please note: deliveries can take 5-7 business days.

Was your order placed successfully?

Once you have placed your order you should receive a confirmation email within 15 minutes. If you have not received this please see: I didn't receive my Online Order Confirmation Email?

Need help tracking your order?

The next stage of notification will be dispatch. Once the order is dispatched you will receive another email with a tracking number. To find our how to use this tracking number, please see: How can I track my order?

Order hasn't been dispatched yet?

Please note that we aim to dispatch orders within 1-2 business days. However, during busy sale periods, fulfilment of orders are expected to take longer to process and therefore dispatch. If you have not received a dispatch email within 2-3 business days of placing your order, please submit an enquiry with your order number and the Customer Service Team will investigate for you. 

Delivery taking too long?

Have you tracked your order and found that it is taking longer than the expected delivery time frame to arrive? Please see: My delivery is delayed, how can I resolve this?

Have you received part of your order but you're still waiting on the rest?

Please see: My order is missing an item!

If you believe you have not received your full order, please contact our Customer Service team via Report a shipping issue.


 

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