Refund policy

Returns

Ready to Ship

We are able to accept returns on all non-sale, Ready to Ship items, provided this is within 7 days of receipt, all tags are attached, in original packaging, and items have not been used and are in a saleable condition.

Please email us in the first instance if the refund is approved, once received back, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 days.

Sale items may be returned for a credit note or exchange, as above.

Handmade

As all handmade items are made to order, we are unable to accept returns on handmade items unless faulty.

Faulty items - in the unlikely event of there being a fault with your item, please email a photo of the fault with a description. Please note that although our items are robust, no pet accessories are indestructible, and damage caused by usual wear and tear over time is to be expected. It is the pet owner's responsibility to determine the suitability of products and to check regularly for signs of wear and tear and discard if damaged.

Once reviewed, we may ask for the item to be returned. Please note that faults must be reported within 2 MONTHS of the order date. We cannot issue refunds or exchanges for items reported as faulty after this time.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first, check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@citywomen.co.

Cancellations

You may cancel an order up to but not exceeding 24 hours after it has been placed. Please notify us by email if you wish to do this.

Exchanges

We accept exchanges on Ready to Ship items. If you would like to exchange for an item of the same value, please send us an email at info@citywomen.co. Postage of the new item will be charged prior to shipping.

Gifts

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, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.