FREQUENTLY ASKED QUESTIONS

ORDERING ONLINE

How do I order online?

This website is for US and Canadian customers only. If you live in Australia or New Zealand please visit: www.citychic.com/au. To purchase a product on the City Chic Online website, simply click on the item you wish to buy, select the size and color and click 'add to bag'. You will see the number of items in your bag in the top right corner. When you are ready to check out, click on the bag and you will be directed to checkout.  We are not able to take orders over the phone, via email or standard mail. Only accepting online orders allows us to better protect your personal and financial information.

Can I change or cancel my order?

**Please Note: Customer Service is available Monday-Friday: 9:00 am - 4:00 pm Eastern Standard Time; any voicemail message left and email sent outside of this window will be responded to on the next business day. We are unable to make changes to orders already in our system. This includes adding or removing items or making changes to size or quantity. We may be able to cancel the order, at which time you will need to place a new order with the correct items and quantities.
Cancel: We cannot guarantee that we’ll be able to cancel your order, but we will do everything possible to accommodate your request. If you'd like to cancel your order, please email customer service as soon as possible. For the most efficient service please supply your Name, Order Number, Phone Number, and "Cancel Order" in the subject line. We'll do everything possible to accommodate your request if we receive your request before your order has been processed. We pride ourselves on getting orders on their way quickly and efficiently, so the sooner you email us, the better. Once your package has been processed, we cannot cancel your order. If we are unable to cancel your order it will be shipped and when it is received, you may return it to us using the preprinted returns label included with your order. Return shipping costs apply in Canada only.
**Please note: Rejecting delivery of your package instead of following our standard returns process may cause a delay in your package getting back to us. We strongly encourage you to utilize our returns label included with the order for a faster return time. Please refer to our Returns Policy if you require further information.

NOTE: We may need up to 3 business days (excluding weekends and US Federal holidays) to process your order. However, we could have your order picked and processed within hours of the time you place it, making it necessary for you to contact customer service as soon as possible with your request to cancel your order.

What do I do if the item I am looking for is no longer available?

City Chic’s most popular items do tend to sell out quickly online. If you’ve seen something you must have, then we would suggest you order it without delay. Seasonal items are typically not restocked, but we may receive a return that would make the item available again. We have no way to predict this, so we would encourage you to check back frequently.

I ordered an item and it did not ship with my order, when will it be sent to me?

Occasionally an item is oversold in our warehouse, especially items on clearance that are low on stock. When an item is low on stock and more customers place orders for what we have available it has been oversold and we cannot send it to everyone who has ordered it. Our inventory is updated frequently, but occasionally this will happen and we are sorry for any disappointment caused as a result. It is not likely we will receive more of the item and you will be refunded for the item not shipped, with notice given via a Credit Memo indicating a refund has been processed for the item and your bank has been notified of this. We do not back order items so we cannot send it to you at a later date. Should the item become available again you will need to place a new order. It is possible the oversold item is still showing as available on the website. If you see this, please send us an email so that we will be able to look in to the item and confirm whether or not it is out of stock. Unfortunately we are not able to substitute for items that we are not able to fulfill on your order.

Payment

What forms of payment do you accept?

We accept VISA, MasterCard, PayPal and City Chic Online Gift Cards.

What currency do you use?

All prices have a default display in US Dollars, excluding tax and all purchases are charged in US dollars. We currently collect sales tax for orders shipped to Michigan and California. For goods to be shipped internationally, prices do not include relevant custom duties and/or other taxes that you may incur. City Chic will not be held responsible for any additional charges imposed by your local customs office. Please check with your local customs office for further information regarding any importation requirements or considerations.

How does Paypal work?

PayPal is used to securely send payments over the internet. PayPal is incredibly safe and committed to protecting the privacy of its users. PayPal’s fraud prevention team is constantly developing the latest technology to keep your money and personal information safe. When using PayPal you can choose from your bank account, debit card/credit card account or PayPal balance to make a purchase online. When you use PayPal to make purchases, the recipients never see your bank account or credit card numbers. Refunds from City Chic processed through PayPal are received much faster than when making a purchase with your Visa/MasterCard and PayPal does not charge the international fee that some banks will apply for foreign transactions.

What is the interntional fee?

City Chic Online is based in Sydney, Australia. Many US banks will charge an international fee between 1-3% for purchases made to companies outside the US. Even though we warehouse and ship our items from Michigan, City Chic is still considered an international company, so your bank may charge you an extra fee for the transaction. The fee does not originate with City Chic and we have no way to predict which banks will apply the fee. We ask that you contact your banking institution for further information. As noted above, PayPal does not collect any additional fees for an international transaction. Should you have an issue with a potential international fee we would encourage you to use PayPal for your transaction. City Chic will not be held responsible for these fees and cannot issue any refunds for the fees as we are not connected with this transaction.

My transaction is being declined but I have money in my account. Why?

Because City Chic is based in Australia, it is possible your bank thinks the order is fraudulent. Please contact your bank to let them know you are making the transaction and they should approve it for you. We are unable to do anything if your transaction is declined. For your security, we cannot accept any financial information through email or over the phone.

Security

How secure is my credit card and personal information?

Your security while shopping online with City Chic is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times. All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption. To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security. For your safety and security, we will not take your credit card information over the phone.

Sizing

How do I know what size I am?

City Chic’s sizes run from 14-24. City Chic has our sizing guide across every product page, simply select the sizing tab.  Our sizes are represented in US sizes, as well as a guide to measuring yourself against the measurements that City Chic works to. Click here to view our comprehensive Size and Fit Guide. Each person’s body is unique and garments can also vary from style to style. If you are still unsure of which size to order we recommend ordering a size up, or to take advantage of our free returns policy (in the US) and order multiple sizes to see which size fits you best.  

Delivery, Returns & Exchanges

Can I exchange an item?

All items returned to us are processed by our Fulfillment center and unfortunately we do not have the capability to process an exchange on your behalf. We ask that you replace the order for the correct items you need and return the others with the preprinted shipping label included with your order. Should you need a price adjustment to reflect the original purchase price simply send us an email with your order number and ask for an adjustment. If you live near a City Chic store you may exchange for a different size, per the store manager's discretion. (See our Store Locator to find a store near you!)

What countries does City Chic ship to?

City Chic currently ships to the US and Canada. If you live in Australia or New Zealand, please visit our Australian website. US and Canadian customers are not able to purchase items from the Australian website. These items are very likely to show up on our site within a few months, so keep an eye out for that amazing item you can’t wait to purchase!

Customer Service

My promotion code is not working, why is that?

The majority of our promotions are only applicable to full-priced items. Please review our Terms and Conditions to understand the rules of this particular sale or promo code. Should you continue to have trouble with code please email customer service.

If there is a problem with my order, who do I contact?

If there is a problem with your order, please email us at [email protected] or phone 1-866-299-8146.