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FAQs

Q: Is it safe to use my credit card with Ninashoes?
A: Ninashoes takes precautions to protect your credit card information. Our website uses 128-bit Secure Socket Layer (SSL) encryption software on pages where customers enter personal information such as their name, address, and credit card information. While on a page using SSL, you may notice a lock or key icon on the bottom status bar of your browser window. This icon indicates that SSL encryption is active. Learn more about Ninashoes's privacy policies.
Q: Can I order over the phone?
A: Sure. Our online store is always open. Give us a call toll-free at 1-800-918-9374 to order using your credit card. Our representatives are waiting to assist you with your purchase 7 days a week.

Our hours are:
Monday to Friday: 9:00AM - 5:00PM ET
Live Assistance
Q: What forms of payment do you accept?
A: You may purchase from Ninashoes using your Visa, MasterCard, American Express or Discover card. You can use your credit card to make purchases through our website or over the phone by calling toll-free: 1-800-918-9374.


Our hours are:
Monday to Friday: 9:00AM - 5:00PM ET
Live Assistance
Q: How do I track my order?
A: The easiest way to track your order is by clicking on the order status link in the upper right corner at ninashoes.com. You can also phone us at 1-800-918-9374 or email us at customerservice@ninashoes.com.
Live Assistance
Q: Can I return or exchange my purchase?
A: Be sure to try your shoes indoors on a carpeted surface before wearing them outside. This will allow you to test the fit without risk of damage. Any product you wish to return must be sent in its original packaging and in the exact condition in which it was received. We cannot accept returns for used merchandise.

Nina Shoes will gladly authorize returns of UNWORN MERCHANDISE within 45 days of receipt of your order. Please track your order to file a return request and obtain a return shipping label to use to mail your items back to us. This label is a prepaid shipping label. Shipping charges are not refundable and there is a $7.95 per order fee that covers restocking and postage back to the warehouse.

Returns will be refunded in the original method of payment. We must receive the merchandise back at the warehouse within 30 days of when the authorization was issued in order to issue a refund. Do not send items back through other means or without obtaining a return authorization as your package may be sent back to you. The easiest way to return your order is to phone us at 1-800-918-9374 or email us at customerservice@ninashoes.com.

Please note: Design Your Own shoes are made-to-order and so are non-returnable. Sale items are final and may not be returned or exchanged. All Bridal styles inclusive of veils, sashes, headpieces, t-shirts and jewelry are final sale and may not be returned.

Nina Shoes guarantees against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify. If you feel the shoes are defective and were purchased from this website, click on the order status link in the upper right corner of this page. You can also call us at 1-800-918-9374 or email us at customerservice@ninashoes.com.

Our hours are:
Monday to Friday: 9:00AM - 5:00PM ET
Live Assistance
Exchanges
We do not do exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want for an exchange, there is no guarantee we will have what you want at that time. Therefore we suggest you place a new order for the style color you want and then call customer service at 1-800-918-9374 or email us at customerservice@ninashoes.com to get return authorization and a prepaid mailing label to send the item back to us as a return. When you contact customer service please have your new order number handy so they can file the return as an exchange and a full refund will be issued once the merchandise is received back at our warehouse. Exchanges do qualify for a full refund.
Q: What if I didn't get any confirmation emails from Ninashoes?
A: When your order has been processed, Ninashoes sends a confirmation message to the email address you provided at checkout. It may take up to 24 hours to receive a confirmation email from Ninashoes.

You may also confirm that your order has been processed by clicking on the order status link in the upper right corner at ninashoes.com.
Q: How much does shipping cost?
A: Free FedEx SmartPost is offered on all orders. We offer regular Ground Shipping at $9.95 regardless of number of units. 2nd Day Guaranteed Shipping is $19.95 and Overnight Guaranteed Shipping is $24.95 regardless of number of units.

International Shipping: At the moment, we ship only within the United States and Canada. Shipping costs for orders to all provinces of Canada are calculated at checkout. Taxes & duties - Customers are responsible for Canadian government imposed duty as well as all other taxes and duties incurred. Packages refused will not be refunded or exchanged. Returns - Returns are accepted for international orders. Customers are responsible for all additional duties and/or fees associated with shipping return orders. Find out more about shipping.
Q: How long will it take to receive my order?
A: For SmartPost you will receive your order in 6-8 days and if you want to expedite by 2-3 days, we offer regular Ground Shipping. With 2nd day delivery, orders placed before 1pm PST will arrive on the second business day, and overnight orders placed before 1pm will arrive on the next business day. Please note that there are additional costs for overnight and 2nd day delivery, and these expedited shipments will only arrive Monday through Friday. Shipping costs are calculated automatically upon checkout, before you finalize your purchase.
Q: Can Ninashoes ship to P.O. Boxes?
A: No.
Q: Can Ninashoes ship internationally?
A: At the moment, we ship only within the United States and Canada.
Q: How can I change or cancel my order?
A: If you would like to change or cancel your order from Ninashoes, please contact our Customer Service department with your request as soon as possible by email at customerservice@ninashoes.com or calling us toll-free at 1-800-918-9374. We try to fulfill each order as quickly as possible, so it is essential that you contact us quickly if you would like to request a change or cancellation. Once your order has been shipped, we are unable to make any changes or cancellations.
Q: Don't see a certain style or size you need?
A: If you do not see the style or size you are looking for, please call our toll free number at 1-800-918-9374 or contact us by email at customerservice@ninashoes.com. We will gladly help you find your perfect shoe.
Q: Will Ninashoes charge sales tax on my purchase?
A: Yes in California, Florida, Georgia, Indiana, Massachusetts, New York, Pennsylvania, Texas and Washington.

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