Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase (invoice received in your email).
To start a return, you can contact us at customerservice@citymoments.com or call us at Tel: +971 4 282 1511. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customerservice@citymoments.com or call us at Tel: +971 4 282 1511.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Following items are excluded from our Return/ Refund Policy:
Beauty & Fragrances
Gift cards
Custom products (such as special orders or personalized items)
Please get in touch if you have questions or concerns about your specific item.
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.
We allow an exchange (a maximum of 1 time per order number) of your unworn or unused item(s) within 30 days of purchase or delivery, accompanied by your invoice/receipt.
Refunds
If you have returned your item to us by courier:
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 – 4 business days.
If you have returned your item to our stores:
Your return is first received and inspected by our store staff in your presence.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 2 – 4 business days.
Late or missing refunds (if applicable)
In the unlikely event of you haven’t received a refund yet within the stated period above, do not worry.
Please email us at customerservice@citymoments.com or call us at Tel: +971 4 282 1511 or speak to our Customer Service Manager. We will be glad to help you!
Shipping
To return your product, simply courier your product to:
City Moments Headquarters - Nearby GGICO Metro Station, Al Garhoud, Dubai, Tel: +971 4 282 1511
Or simply drop the product to any of our stores located nearest to you.
At the moment, you have to return the goods to any of Store Locations or organize the return via courier by paying for your own shipping costs for returning your item.
