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faq

Shipping

Do you ship to my country?
CITY STATES ships to the United Kingdom, Europe and United States.

What is my shipping cost?
The cost of shipping will be based on the destination to which the items will be shipped to. It is also important to note that local custom fees may apply outside of the EU. 

Shipping Cost
UK (DHL Express)
Next Day
£6.00
USA (DHL)
2-5 days
£15.00
Europe (DHL)
2-5 days
£13.00

How can I track my shipment?
Once you have placed an order you will be provided with a tracking number which can be used to follow your order from our CITY STATES warehouse straight to you.

What are my delivery options?
CITY STATES uses DHL and DPD as their courier services, for more information regarding your delivery options outside of the UK please visit the DHL website by clicking here and for delivery options within the UK please visit the DPD website by clicking here.

Packaging?
All of the CITY STATES items are delivered in our signature packaging. This may vary from collection to collection due to the fact that each collaborator is creating a one-of-a-kind line of clothing, and will have different ideas and requests for their product packaging. 

 

Payment

What are the accepted payment methods?
CITY STATES accepts payments via MasterCard, VISA, American Express, Visa Electron.

When will I be charged for my order?
If you complete your purchase with a credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged to your account when your order is registered for delivery from our warehouse. You will then receive a confirmation containing a receipt of the purchase.

Why have you charged me twice for my order?
CITY STATES can guarantee that you will be charged only once. There is a possibility that the charge may appear twice on your bank statement: The first refers to the payment authorization request and the second confirms the actual charge. 

Do I have to pay international taxes and duties?
When ordering within the European Union, additional charges for example duties and VAT/ tax are incorporated in the price given. When ordering outside of the EU (European Union), duties and VAT/ tax will apply depending on where the item(s) is sent. 

 

Orders

When do I receive my order?
As soon as you have clicked checkout and your payment details have been verified and approved, CITY STATES will use DHL or DPD courier system to get your package to you as soon as possible. 

Can I change my address?
If you would like to change your address once your order has been confirmed, please contact DHL or DPD directly as soon as possible. 

Why did I did not receive an email confirmation?
As soon as your order has been processed you should receive a confirmation email to the email that was used at checkout. If this is not the case, please check that the email provided at checkout was correct and make sure to also check your spam folder! If there is still a problem, contact us at info@bycitystates.com.

 

Products

How do I find the right size?
There is a size chart for each item to help you find the right fit for your measurements.

Where do I find care instructions?
Instructions for how to care for your new product can be found in the inside care label. 

What is the product availability and authenticity?
Each CITY STATES item is a limited-edition collectable. There is therefore limited availability of products. We also guarantee the authenticity of all the collectables when ordered from our website. 


 

Returns

What is your returns policy?
If you are not 100% satisfied with your purchase you can return your products for a full refund, provided we get them back within 14 days and in perfect original sale-able condition in the original packaging and with all tags attached. Please note we do not refund shipping fees.

How do I return an item?
Please follow these steps to return your item:

    1. Place the items in the original packaging along with stickers/tags/zines etc.
    2. Complete the return form and place it inside.
    3. Place inside a mailing bag.
    4. Post the parcel to Sprint e-Logistics / Transworld e-Logistics, Unit 1, Morley Court, Morley Way, Peterborough, Cambridgeshire, PE2 7BW

You are responsible for any return shipping charges with the exception of returns of faulty items or items that are incorrectly described. For your protection, please be sure to return your products via recorded or registered post and retain any receipts. Your refund will be made by the method you used for payment as soon as possible and in any event within 14 days of us receiving your return.

If you did not receive a returns form, please contact us.

Can I exchange items?
Due to the limited availability of our products, we cannot hold stock for exchanges. If you are not 100% satisfied with your purchase then you may use our returns policy in accordance with the above. If you wish to purchase another item by way of an exchange, then you must submit a new order online, although please note that certain items may no longer be available due to the limited production runs of our products. Please note we do not refund shipping fees.

When will I receive my refund?
Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. As soon as we have handled your return we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. 

I received the wrong items.
If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.

There’s a problem with the product. 
If you have any questions or complaints about the product, please contact us. If you are not completely satisfied with how your complaint is resolved by us, you can contact the EU Online Dispute Resolution platform by clicking here.  

 


 

If you have any other questions, you are always welcome to email us at info@bycitystates.com