Check most frequently asked questions here, if you still need help then please contact us
We send order updates through the email provided during checkout. You can also log in to your account, go to ‘Orders,’ and check the current status.
We will notify you by email when your order is dispatched. We can confirm that all orders have left our facility, and proof of postage can be provided.
Please visit our shipping policy page for estimated delivery times. These times are indicative and subject to availability, payment authorization, verification, and processing.
If your tracking number indicates that your order has been delivered, and you haven’t received it, please take the following steps:
- Check if someone else at your address has accepted the delivery.
- Look around the delivery location; your parcel may have been left with a neighbor or in a safe place, such as a porch or garage.
- Look for a notification of attempted delivery. You may find an attempted delivery notice in your letterbox or on your door. Follow the instructions on that notice to request redelivery or arrange for parcel collection.
- If there is still no sign of the parcel, please contact the carrier for further assistance.”
Delivery estimates are provided to you during the checkout process. Typically, items are delivered within 12-20 days after placing your order.
If you wish to cancel your order, please notify Citylifedirect by email at sales@citylifedirectusa.com within 1 hour of placing your order.
Please include the following details:
- Your Name
- Your Order Number
- Reason for Cancellation
- Payment Method
The refund will be processed directly to your debit/credit card or PayPal account.
Thank you for choosing Citylifedirect. Citylifedirect, we take pride in our meticulous attention to detail and commitment to craftsmanship. We take pride in providing high-quality products and services to our valued customers. If, for any reason, you are not satisfied with your purchase, we offer a straightforward refund and return policy to ensure your peace of mind.
3-Day Return Policy:
We gladly accept returns within 3 days of the purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please include the original order confirmation or packing slip when returning an item.
How to Initiate a Return:
Contact Us: Before returning any items, please contact our return team at sales@citylifedirectusa.com to initiate the return process.
Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.
Package the Item: Pack the item securely in its original packaging, including any accessories you may have been provided.
Include RA Number: Clearly write the provided RA number on the outside of the package.
Return Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure that your return is received.
Refund Process:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 1 business days.
Non-Refundable Items:
Certain items are non-refundable, including:
- Worn or used products
- Gift Certificate
Damaged or defective items:
If you receive a damaged or defective item, please contact us immediately at sales@citylifedirectusa.com with details and photos of the issue. We will work to resolve the problem promptly.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If you are expecting an email from us and haven’t received it. Your email provider may have blocked the email or they may have moved the email to your junk/spam folder.
If you are using Gmail, the emails may also have been moved to your promotions folder.
Email provider such as icloud, gmail or hotmail might move the email to trash if your storage is full.
Please reach us by phone if issue persist at 754-444-1379