FAQ

RETURNS


Can I cancel an order if I change my mind?

It happens, we know all too well. If the product is prior to dispatch, we are able to refund any payment taken. If after dispatch, please return goods and you will be refunded.

Simply contact us and we'll cancel your order and refund any payment taken.

Can I change my existing order?

Yes, you are still able to amend your order until you have received a dispatch notification from us. Once the item has been dispatched, no amendments can be made to orders.

For all of the above your statutory rights are not affected, including your right to claim a replacement where goods are faulty.

Can I return my order?

Yes, customers can return their orders to City to Cottage. Items must be returned in a fully resalable condition, being unused and in the original packaging. City to Cottage reserves the right to refuse a refund or exchange on items deemed not to be resalable. Your statutory rights are not affected. Customers are also entitled to a full refund up to 15 days after receiving goods if they turn out to be faulty

How do I return my order?

You need to fill in the form that you received with your order, including your order number, contact telephone number, the reason for return and whether you would like a refund, exchange or a replacement.
Items must be returned in a fully resalable condition, which means being unused and in the original packaging.

I used Paypal, how will I be refunded?

Whilst we offer our customers the option to return any web purchases to our stores, PayPal is an online payment method and can only be refunded by returning your order back to the website.

I am returning an item from outside the UK, what should I do?

You need to fill in the form as outlined above.
Customers outside of the UK are responsible for all costs associated with any returns. When returning an item you should retain proof of posting from your shipper, as we will not be responsible for any items that fail to reach us.

I paid using a Gift Card, what happens now?

If you should for any reason wish to return your item(s) to the website, the balance will go back on your Gift Card. If you paid partly by debit/credit card or PayPal, any remaining balance will be applied as a refund as for this method.