Exchange and Return policy
We will accept returns for any reason, and issue a refund or store credit. Anything that has been purchased online can be returned to our warehouse. Within 30 days, orders may be returned and we will issue a refund. To send the item back please send us an email wich includes:
- All products must be returned within 30 days of receipt.
- All products must be unworn and unwashed.
- All products must have all original CITY HERO tags still attached.
- Shipping back to our warehouse or postal office is at the customers’ own cost.
- Save your tracking code link as proof of shipping
If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price, by mail to our workshop or it can be returned to our physical showroom. We only accept undamaged, unaltered, unsoiled, unused, unworn and unwashed products (other than to try the product(s) on and in the same state that it was sold to you). Please note that where possible, any labels or tags must remain intact and attached.
Returning your order at the CITY HERO showroom
Yes, you can return your order at our CITY HERO Flagship showroom. You can return your order within 30 days and we will issue a refund. Sale items bought online can not be returned in store. Please follow the requirements listed above.
Exchange and Refunds
We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition. Please be aware that all responsible return costs are applicable by the customer. Refunds and exchanges will only be given on items returned within 30 days of receipt of the order. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. As soon as we have received and approved your return, it will take approximately 7 to 10 business to process your refund.
Late or Missing Refunds
In the event that you haven’t received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and regardless you have not gotten your refund yet. Please get in touch with us on our email ch@cityherowear.com
Standard Refund Method
Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except for gift cards and e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.
Faulty Items
We will return a product for faulty if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not return a product for faulty if it isn’t covered by our warranty policy or if it the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of CITY HERO and will be judged in a reasonable way. If you have received an item which is faulty, or the incorrect item in your delivery. We will help you rectifying this as soon as possible. Please email to ch@cityherowear.com with the image of the item showing the fault, a description of it and your order details.
