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CITY CHIC FREQUENTLY ASKED QUESTIONS

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.auTo 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.Change: 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 still 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.

What forms or 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 International 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.

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. 

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.

How do I save my favorite items to purchase later?

While you’re checking out all of City Chic’s latest products on the site it is easy to store your favorite items in My Wishlist. Simply select the color and size of the item you want and click the Add to Wishlist link, you can then keep browsing. View your Wishlist at any time, just click on the arrowed tab to the top of your screen. When you have finished browsing the site, you can add items to your bag and checkout. Please note: You need to be a registered customer to use the Wishlist feature. 

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.  

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 Locatorto find a store near you!)

What is City Chic’s Returns Policy?

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 30 days of the shipment for a refund.Please refer to City Chic Returns Policy for further information and the returns postal address.Please note: All in store purchases must be returned to a City Chic store.In giving our wonderful customers the option to return items using our pre-paid label, we are unable to track a packages progress.You may be able to request a tracking number from your local post office.Once the package is in our facility, the process only takes 7-14 business days. If you wish to insure your package or track it back to our facility, please do so.  It may take 2-10 business days for your financial institution to process the refund, depending on their policies.

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.

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!

How much will Shipping Cost?

Standard Shipping is available within the US for a flat rate of $5.00. Expedited Shipping is available within the US for a flat rate of $15.00. International Shipping is available to Canada for a flat rate of $5.00.Citychiconline.com offers FREE STANDARD SHIPPING when you order any FULL PRICE style. Visit our Shipping Policy for further informationon.We use UPS and DHL/USPS for all shipping destinations in the United States and DHL Global Mail Parcel to ship internationally.  Please note orders shipped to PO Boxes cannot be expedited.For goods to be shipped internationally, prices do not include relevant overseas custom duties and/or other taxes that you may incur. Please check with your local customs office for further information. 

Which shipping methods do you use?

  • US Standard Delivery ($5): Orders shipped via DHL who hands the package off to the United States Postal Service for delivery. (5-10 business days)
  • US Express Delivery ($15): Orders shipped via UPS. (3-7 business days)
  • International Delivery ($5): Orders shipped via DHL Global Mail who will hand the package off to the Canada Post for delivery. (10-20 business days)**Please note: Should Canadian Customs impose duties and fees on your order you may be required to collect your order from your local Post/Pharmacy. City Chic does not have any advanced knowledge as to which orders may be flagged by Customs for collection.
City Chic will not be held responsible for any fees imposed by Canadian Customs.Tracking is not always available for international packages once they reach the border.

How long will it take for my order to arrive?

 

  • For US Standard shipping, you should receive your order within 5-10 business days after you receive your shipping confirmation email.
  • For US Expedited shipping, you should receive your order within 2-4 business days after you receive your shipping confirmation email.
  • For International shipping, you should receive your order within 10-20 business days after you receive your shipping confirmation email.
**Please note: Adverse weather conditions occasionally delay delivery of parcels. Please note we cannot guarantee delivery time during extreme weather conditions.If your order has not arrived within the allotted time, please refer to the  Shipping Policy or email customerservice@citychiconline.com.

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

If there is a problem with your order, please email us at customerservice@citychiconline.com or phone 1-866-299-8146

What is the best way to view the City Chic Online website?

City Chic Online has been developed to look chic with a resolution of 1024 x768 and be chic with both Windows and Macintosh operating systems. We support a range of browsers including Chrome, Firefox, Internet Explorer versions 9+ and Safari. Javascript is required. If you are using earlier versions of these browsers we can’t guarantee that our site will function properly.If you experience any difficulties viewing our website, please tell us about it!Send a detailed email to customerservice@citychiconline.com.

Who do I contact if I am a blogger, a member of the press or have an interest in featuring City Chic Online in my publication?

You can email customerservice@citychiconline.com with your request. Customer service will pass your inquiry along for consideration. Someone at City Chic will follow up with you if we are interested or have questions.

How can I model for City Chic?

While we are currently not running a model search, we are always on the lookout for new models. If you are interested in modeling for us, please send a head shot and full body shot along with the following measurements: Age, height, bust, waist and hip to customerservice@citychiconline.com with the subject line: ModelIf there is interest in further information someone from City Chic will contact you.