At cityflatshop, we maintain a transparent, reliable, and structured framework for returns, exchanges, and refunds. This policy is established in alignment with standard consumer protection guidelines and distance selling frameworks regulated within the United States and Europe.
Statutory Right of Withdrawal (Europe)
In accordance with applicable European Union consumer regulations, consumers residing within Europe possess a legal right to withdraw from their purchase contract without supplying a reason within 14 days. This eligibility period commences on the calendar date when the consumer, or a designated third party (other than the carrier), takes physical possession of the footwear items.
To initiate a return under this statutory framework, please submit a formal notification to our support desk via shoes@cityflatshop.com within the defined 14-day window.
Return Conditions and Procedures
To facilitate an orderly process, items returned under standard eligibility frameworks must comply with the following criteria:
Return Authorization: Prior to shipping any items back, customers must contact shoes@cityflatshop.com to receive authorized return instructions and the appropriate routing designation.
Item Condition: Items must be returned unused, unaltered, and in their original packaging condition.
Trackable Shipping: Clients are advised to utilise a traceable mailing method for returns, as physical verification of receipt at our designated partner facility is required to finalise the refund sequence. Return shipping costs under standard withdrawal are the responsibility of the consumer unless stated otherwise.
Damaged or Defective Deliveries
If an item arrives with structural defects or verifiable damage, clients are requested to contact our support team via email within the standard reporting window. To streamline administration, consumers are required to submit clear photographic or video indicators documenting the specific discrepancy.
Upon successful verification of the submitted evidence by our team, we will arrange for a replacement item to be dispatched or process an appropriate refund for the affected transaction in accordance with our consumer care protocols.
Shipping Delays and Transit Anomalies
Our shipments are managed in coordination with established regional and international priority courier networks, with a typical transit duration spanning between 5 to 12 business days. Automated status notifications are transmitted sequentially to the electronic mail address provided at checkout at primary logistics milestones (initial dispatch, arrival at regional sorting facilities, and final local delivery assignment).
In the event that an order exceeds the standard delivery window due to customs or transit anomalies, our support team will initiate a formal trace with the responsible carrier network. Following a conclusive assessment by the courier, we will implement appropriate resolution measures, including order duplication or a full refund.
Monetary Reimbursements and Payment Methods
Once a refund is approved, the monetary reimbursement will be processed directly back to the original funding source utilised at checkout.
Our systems process transactions securely through verified standard payment channels, including Visa, Mastercard, American Express, as well as digital wallets such as Apple Pay and Google Pay. Please allow standard commercial banking intervals (typically 5 to 10 business days) for the refunded funds to reflect on your official financial statement, depending on your institutional provider’s processing schedules.
Contact Information
For all return coordinates, guidance, and refund status updates, please correspond via our official channels:
Brand Name: cityflatshop
Electronic Mail: shoes@cityflatshop.com
Brand Support Line: +52 55 8123 4567