Refund Policy
Our Commitment to You
At Citywide Shop, your satisfaction is paramount. We are dedicated to transparency and ensuring your shopping experience is smooth and satisfactory. Please review our return and refund policy below.
Refund Process
Once we receive and inspect your returned item, we will send you an email notification regarding the status of your refund. If approved, your refund will be processed promptly back to your original method of payment. Please note that it may take several business days for your bank or credit card company to post the refund to your account.
Delayed Refunds
If you haven’t received your approved refund after a reasonable time, we recommend first checking with your bank or credit card provider, as processing times can vary. If you’ve done this and still need assistance, please contact us – we’re here to help!
Incorrect, Damaged, or Defective Items
Received an item that wasn’t what you ordered, or arrived damaged or defective? We sincerely apologize and want to make it right immediately.
- Please email us at [email protected] with photos of the item and a description of the issue.
- We will provide you with a pre-paid return shipping label.
- Upon receipt of the returned item, we will promptly ship a replacement or issue a full refund, based on your preference and product availability.
Return Window
You have 30 days from the date you receive your item to initiate a return. If you are slightly outside this window, please contact us. While we adhere to the 30-day policy, we may review exceptions on a case-by-case basis.
Condition of Returned Items
To be eligible for a return, items must be in their original condition: unused, undamaged, and preferably with original packaging.
Non-Returnable Items (Exceptions)
For health, safety, or logistical reasons, certain items cannot be returned. These generally include:
- Perishable goods
- Intimate or sanitary goods
- Hazardous materials or flammable liquids/gases
- Gift cards
- Some health and personal care items
- Items marked as ‘Final Sale’
- Bulk orders or items with specific warranty guidelines (details provided at time of purchase or on product page)
If you are unsure whether your item qualifies for a return, please contact us before initiating the process.
Gift Returns
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the returned item is received. If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves first, the refund will be issued to the original purchaser.
Return Shipping Costs
- For Incorrect, Damaged, or Defective Items: We will provide a pre-paid return shipping label at no cost to you.
- For Other Returns (e.g., Change of Mind/Buyer’s Remorse): You will be responsible for the return shipping costs. Shipping costs are non-refundable in these cases. If you receive a refund for such a return, the cost of return shipping may be deducted if we arrange the label upon request.
Returning High-Value Items
For items valued over $75, we strongly recommend using a trackable shipping service and considering purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.
How to Initiate a Return
Ready to start a return? Please email us at [email protected]. Include your order number and the reason for your return. We will guide you through the necessary steps.
Our team at Citywide Shop is always eager to assist. Whether you have a question, concern, or just need product advice, we’re only an email away!