If your order was placed correctly, you will receive an order confirmation by email. This will normally arrive within a few minutes after placing the order but can take a little longer.

If you have not received an order confirmation it might be due to one of the following reasons:

* Your order may not have been processed correctly and therefore an order was not placed

* You might accidentally have made a spelling error when entering the email address

* The email has been sent but is placed in your spam folder

* The email has not yet been sent from our servers, due to a technical delay (which normally only occurs during Black Week and Christmas)

If you wish to cancel an order, please contact Customer Service immediately. Telephone is preferred.

If you wish to cancel your order by e-mail, please mark the mail topic with "Cancel order {Your order number}" - then we can take action as quickly as possible.

Orders are most often packaged and prepared for shipping within 10-30 minutes after the order has been placed. We are packing orders 7 days a week.

We are unable to cancel your order if the order has already been packaged and prepared for shipping. Don't worry – you can return unused products within 14 days from the date of purchase.

If you have ordered an incorrect product, please contact our Customer Service as soon as possible.

At this time we are unable to change your order, but if your order has not yet been packed, there is a chance that we may be able to cancel it. We would therefore ask you to contact us as soon as possible via telephone.

We are committed to making long-lasting, high-quality products. All our products go through strict quality control. Additionally, we do our best to check the quality of all products before shipping them to you. However, errors can occur.

In case you receive a faulty product, please contact our customer service team immediately at jj@citycaps.com.

In order for us to solve your case in the best and quickest way, we would like you to send us the following information: 

* Order number

* The name of the faulty product

* A picture of the faulty product

As soon as we receive your email, we will do our best to get back to you as quickly as possible.

Fast and correct delivery of your order is very important to us.
Should you however receive the incorrect product(s), please contact our customer service team immediately at jj@citycaps.com.

In order for us to best help you, please provide us with the following information: 

* Order number

* The name of the product(s) you did not receive

* The name of the product(s) that you mistakenly received

* A picture of the product(s) and the hang tag 

As soon as we receive your email, we will do our best to get back to you as quickly as possible.

Below you will find an overview of relevant shipping information such as carrier choices, cut-off times, and estimated delivery times.

* COMING VERY SOON *

It is always an ambition for us to provide you with an amazing experience. Fast and correct delivery of your order is very much a part of this experience. Please note that an error or delay on the carrier's side is outside our hands, but please contact us so we can get a hold of them and sort it out.

Please be aware that delays can occur during peak periods such as Black Week and the holidays. 

The shipping options vary depending on the country in which you wish to have your order shipped. 

Please click on "Delivery information" above to get more information about shipping options for your desired destination country.

When you have placed an order, you will first receive an order confirmation by email.

This order confirmation means that we have received your order and it includes all information pertinent to your purchase.

Once your order has been packed and left our warehouse, you will receive a shipping confirmation. The shipping confirmation includes all information pertinent to the delivery of your order and includes tracking information.

Delivery times vary depending on the destination country and shipping partner.

In the shopping cart, you will find an estimated delivery date. Once you go to “Shipping”, you will find the available shipping methods, where you will also see the delivery time, as seen below.

To make use of our returns service, you must register your return in our return portal, after which you will receive a return label and return form by email.

Find your country in the list below and see further information regarding returns.

*COMING SOON*

We want you to be happy with your purchase!

If for whatever reason, you're dissatisfied with your purchase, you have 14 days to return unworn items for a refund. However, please be aware that we can only accept your returned products if they are in accordance with our return policy. 

At City Caps, we only operate with secure and trusted payment methods.

Refunds of online orders are therefore always made via the original payment method. If you have used a gift card to pay for your order, the amount will be refunded accordingly, and the gift card will be reactivated.

If you have changed banks between purchase and refund dates, you will need to contact your old bank, which will be able to transfer the amount to your new bank account. When we trigger a refund it will be processed even though you have changed banks, so therefore only the bank is able to help you.

If you no longer have your gift card code or if you have any other questions, please don’t hesitate to contact our customer service team, who will be able to help you.

We do our best to process your returns and other matters as quickly as possible.

If you decide to return products, it may take up to 14 days for your return to be processed and for your money to be refunded.

If you have not yet received your refund after 14 days, please contact our customer service team at jj@citycaps.com.

In order for us to help you in the most efficient way, please provide us with the following information:

* Order number

* Which product(s) you have returned

* Tracking number

As soon as we receive your email, we will get back to you as quickly as possible.

To read more about refunds, please click on "Refunds" above.

* COMING SOON *

If you have made an online purchase, you have the opportunity to stop by our physical store to exchange or return your items.

All you have to do is to bring your order number or have your order confirmation on your mobile phone, and we'll help you from there. 

Please note that products purchased in a store cannot be exchanged or returned online.

Our gift cards can be purchased and redeemed both on our website and in our stores. 

Please click the topics below to learn more about purchasing and redeeming gift cards.

Online gift card
When you purchase an online gift card, you will receive it by email. The gift card will not be physically shipped. 
Furthermore, you will be able to write a small greeting to the recipient. This will be shown in the gift card email that can be printed and/or forwarded by email to the recipient.

In-store gift card

When you purchase a gift card in one of our stores, you will receive a receipt with a gift card code and an online version by email. 

If you are in possession of a physical gift card, in the form of a credit card, please contact customer service, as these cannot be used on our website without our assistance.

Redeeming a gift card online

All gift cards can be redeemed on our website. To use your gift card online, just enter the gift card code in the gift card/discount code field at checkout.

If you do not use the full amount, the gift card will remain available until you have spent the full amount. 

If you wish to return something from an order paid with a gift card, the money will be refunded to the same gift card. The gift card can then be used again.

Redeeming a gift card in-store

All gift cards can be redeemed in our stores.

If you do not use the full amount available on the gift card, a new gift card will be issued.