Return & Refund Policy
At City Prints, we want you to love your print. Because our products are made to order using third-party print partners, our returns and refund rules are slightly different from standard retail.
If you need help with an order, please contact us at support@cityprints.co and include your order number.
1) Made-to-order items & change of mind returns
All City Prints products are printed on demand and produced specifically for each order.
For this reason, we do not accept returns or refunds for change of mind, including (but not limited to): ordering the wrong size, deciding you no longer want the item, personal preference (e.g. colour/style expectations), ordering the wrong city/design.
Please review your order carefully before checking out.
2) Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, we will make it right.
What qualifies as an issue
Examples include: the print arrives damaged (e.g. creases, tears, print marks), the wrong item is delivered, the print quality is defective (e.g. major smudging or printing errors), the wrong size was produced compared to your order
Reporting window
You must contact us within 30 days of delivery.
What to include in your email
To help us resolve the issue quickly, please include: your order number, a brief description of the problem, clear photos of the item, clear photos of the packaging, any relevant shipping label details (if visible).
3) Replacement or refund
If your order is confirmed to be damaged, defective, or incorrect, you may choose either:
- a free replacement, or a full refund
We will confirm the available options once we review your claim.
4) Do you need to return the item?
In many cases, we will not require you to return the item (especially for damaged prints), and we may resolve your request based on photo evidence.
However, in some situations we may request that the item be returned (for example, if the issue cannot be verified from photos, or if a carrier investigation is required). If a return is required, we will provide instructions by email.
5) Refund processing
If a refund is approved: it will be issued to your original payment method, we aim to process refunds as quickly as possible once confirmed, it may take additional time for your bank or card provider to reflect the refund in your account
Where a refund is approved due to a confirmed issue, we will also refund any applicable shipping charges paid at checkout.
6) Order cancellations
Because orders are produced through third-party print partners, cancellations are only possible before the order enters production.
Production status email
You will receive an email confirming when your order has entered production. Once an order has entered production, we cannot cancel it, change the design, or change the delivery address.
If you need to cancel an order, contact us as soon as possible at support@cityprints.co and we will do our best to help if production has not started.
7) Shipping delays & delivery issues
We ship worldwide using third-party carriers, and delivery times may vary depending on destination, customs processing, and carrier performance.
If your order is delayed
If your order has not arrived, we recommend first checking: the tracking link (if provided), your delivery address details, any customs notifications from your local carrier
If your order is overdue
If your order has not been delivered within 15 days after the estimated delivery date, please contact the shipping carrier first to request an update.
If you still need help after contacting the carrier, email us at support@cityprints.co and we will assist where possible.
8) Marked as delivered but not received
If tracking shows your order as delivered but you have not received it, please contact the carrier first, as they may be able to provide:, GPS delivery confirmation, delivery location details, proof of delivery information.
If the issue remains unresolved, contact us and we will review the case and determine next steps.
9) Customs duties, import taxes, and refused deliveries
For international orders, customs duties, import taxes, and handling fees may be charged by your country’s customs authority. These charges are outside of our control.
If an order is delayed, returned, or not delivered due to unpaid customs fees or refusal of delivery, we will review the situation case-by-case to determine whether a refund or replacement is possible.
10) Incorrect address provided
Customers are responsible for entering the correct shipping address at checkout.
If an order is delivered to an incorrect address due to an address provided by the customer, we cannot offer a refund or replacement.
11) How to contact us
For any returns or refund requests, email us at support@cityprints.co.
Please include your order number and photos where relevant so we can resolve your request quickly.