Nine West

My Bag (0)

Help / Contact Us

Please find answers to some of our frequently asked questions below. If you still can’t find the information you are looking for, please contact our Customer Relations team at customerservice@ninewest.co.uk or +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm).

Our Products

Where else can I buy Nine West shoes?

Nine West shoes are sold in many stores and concessions across the UK. Our Standalone stores are in the below locations:

NINE WEST, BLUEWATERNINE WEST, THE FRIARY SHOPPING CENTRE
South East
BLUEWATER GREENHITHE, DA9 9ST
Tel: 0132 238 7138
Monday - Friday10.00 - 21.00
Saturday09.00 - 21.00
Sunday11.00 - 17.00
South East
UNIT 37, GUILDFORD, GU1 4YT
Tel: 0148 345 9995
Monday - Saturday 09.00 - 18.00
Sunday 11.00 - 17.00
NINE WEST, STRATFORDNINE WEST, WHITELEYS
London Central
WESTFIELD STRATFORD CITY, LONDON, EC20 1EL
Tel: 0208 503 1243
Monday - Saturday 10.00 - 21.00
Sunday12.00 - 18.00
London Central
UNIT 36, WHITELEYS, LONDON, W2 6LY
Tel: 0207 792 0015
Monday- Saturday 10.00 - 20.00
Sunday 12.00 - 18.00

Our Customer Relations team are always available to advise where else you can buy particular Nine West products. They can be reached on: +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm) or via customerservice@ninewest.co.uk

I saw an item in a magazine but cannot find it on your site.

Our editorials page shows some of the magazines our shoes have appeared in. Here you can find the magazines we have been featured in, and click through to the products in the articles.

If you are still unable to find the product you have seen, it may be temporarily out of stock or discontinued. We often take repeat deliveries of popular products and occasionally customers will return items to us which do not fit. We would advise you to keep checking the site to see whether the product becomes available again, or to call our Customer Relations team. Customer Relations can advise on where else our products can be purchased. Contact them on customerservice@ninewest.co.uk or dial +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm)

The product I ordered is now reduced. Can you refund me the difference?

Unfortunately, we cannot reimburse you the difference after the order has already been placed.

I need more information about a product.

If you need more detailed information, please contact our Customer Relations team quoting the product name and colour at customerservice@ninewest.co.uk or by dialling +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm).

Will you be getting any more in?

The product you are looking for may be temporarily out of stock or discontinued. We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see whether the product becomes available again, or to call our Customer Relations team. Customer Relations can advise you where else our products can be purchased. Contact them on customerservice@ninewest.co.uk or dial +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm)

Deliveries

Can I pick up my order from your warehouse?

Unfortunately it is not possible to collect orders from our warehouse.

How much will I be charged?

Unless there is a free delivery promotion running, the following postage and packing charges will apply:

Delivery Service Cost Details
Standard £4.95 For delivery Monday-Friday. Delivery within 3-5 working days.
Republic of Ireland £15.00 5-10 working days
Channel Islands £15.00 5-10 working days

For further details, please read our delivery/tracking page.

Do you deliver to my country?

We only deliver to the UK, Northern Ireland, Republic of Ireland and Channel Islands. Delivery services differ depending on the area you are in. For further details, please read our delivery/tracking page.

Which courier company do you use?

UK mainland, Northern Ireland deliveries & Channel Island deliveries are sent via Hermes.
You can track online at www.myhermes.co.uk
Republic of Ireland deliveries are sent via DHL. You can track online at www.dhl.co.uk

Do you deliver to BFPO addresses?

Unfortunately, we cannot deliver to BFPO addresses.

Can you leave the delivery at an agreed hiding place?

Unfortunately we are not able to pre-arrange "hiding places". All orders require a signature and will not be left without one. Goods will only be left at the specified shipping address and will not be left with neighbours.

Returns

Can I return to store ?

We accept any return or exchange in the following Nine West free standing stores, Bluewater, Guildford, Westfield Stratford City and Whiteleys London.

How do I return goods for free?

Free returns are available on all orders. The return period is 14 days from when your package arrives. Items must be unworn and returned in their original packaging. The method of return depends on your location:

  • For mainland UK, Channel Islands and Northern Ireland please use the returns label provided in your shipment. To print out a new label, click here.

For further information, please see our easy returns & exchanges page.

Payment Options

Is it safe to order online?

We utilise industry-standard secure sockets layer (ssl) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
  • Data integrity - this checks the data being transferred to ensure it has not been altered.

What if I am already registered for Verified by Visa or MasterCard SecureCode?

If you have already registered, you will be prompted to enter your password when placing your order. To find out more information about these services:
click here to visit the Verified by Visa website
click here to visit the MasterCard SecureCode website

What do I need to do to register for Verified by Visa or MasterCard SecureCode?

If you would like to register your card of your own accord, rather than as part of the checkout process, you will need to contact the bank that has issued your credit or debit card.

To find out more about these services, use the links below:

click here to visit the Verified by Visa website
click here to visit the MasterCard SecureCode website

How does Verified by Visa and MasterCard SecureCode work?

Once you have registered your card with a password, you will be asked to enter this password each time you use it on a website which has Verified by Visa or MasterCard SecureCode installed.

To find out more about these services, use the links below:

click here to visit the Verified by Visa website
click here to visit the MasterCard SecureCode website

What is Verified by Visa and MasterCard SecureCode?

Verified by Visa and MasterCard SecureCode are services that protect your card details with a personal password. They were designed by the card issuing banks especially for customers who shop online to provide added security. They allow users to create their own password for their cards, which must be entered each time they shop on a website which has Verified by Visa or MasterCard SecureCode installed.

To find out more about these services, use the links below:

click here to visit the Verified by Visa website
click here to visit the MasterCard SecureCode website

Can I pay by any other method?

We only accept payment by credit card, charge card or debit card. Please note we do not accept the following payment methods:

  • Payment on delivery
  • Email instalments
  • Splash Maestro
  • Cheque
  • Bank transfer
  • Postal Order
  • PayPal

What currency do you use?

We currently only accept UK pound sterling (GBP).

What cards do you accept?

We accept Visa, MasterCard, American Express and Maestro.

Technical Problems

General technical problems.

  • In order to have the optimum experience on our website we recommend that you download the latest Adobe Flash Player from www.adobe.com.
  • It is also recommended to have the latest JavaScript software which can be downloaded from www.java.com.
  • It is also advisable to ensure that you have the latest updates and service packs installed for your PC or MAC.

If problems persist, please contact our customer relations team at customerservice@ninewest.co.uk and we will look into your problem. Please try to include in your email as many of the following details as possible:

  • Your operating system (e.g. Windows Vista, Mac OS X).
  • Your internet browser (Internet Explorer 8, Firefox 4).
  • What URL (webpage address) you were trying to access.

This should help us solve your problem faster.

My email address/password is not recognised.

  • Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
  • Maybe you have forgotten your password? If so we can send you a new password to the email address you registered with. Click on the 'forgotten password' link on the Welcome/Sign In page.

If these are not successful or you have other email address or password related problems please contact our Customer Relations team by email: customerservice@ninewest.co.uk, or telephone: +44 (0) 207 781 7482 (Mon-Fri 9am-8pm, Sat 10am-5pm, Sun & Bank Holidays 11am-5pm)

This should help us solve your problem faster.