Refund policy

We want you to be totally satisfied with your purchase
Please review product descriptions, measurements, fabric details and photographs carefully before placing an order. Our pieces are vintage and may show signs of wear, which we describe and photograph as accurately as we can. If you are unsure about anything, we are happy to answer your questions before you buy.

Returns (right of withdrawal)
You have the right to withdraw from your purchase within 14 days of receiving your item, without giving any reason.

To return an item, send us a clear statement of your decision by email to contact@cityzen.world, including your order number. Please contact us before sending anything back, so we can match the return to your order and send you instructions.

Return shipping costs
Within Bulgaria: if the returned items are worth 50 EUR or more, CityZen covers the return shipping costs.
Outside Bulgaria: Items are returned to Bulgaria. If the returned items are worth 50 EUR or more, we reimburse return shipping costs up to 10 EUR. Please email us the shipping receipt and we will add the actual cost, up to 10 EUR, to your refund. Any amount above 10 EUR is paid by the customer. Please send returns using a tracked shipping service. Return costs are only reimbursed for tracked shipments with a receipt. If an item is sent without tracking and does not reach us, we cannot process the refund.
If the returned items are worth less than 50 EUR, the return shipping costs are paid by the customer.

Condition of returned items
You may examine and try on the item as you would in a shop. Please return it in the condition you received it, with its original packaging. Every item is photographed before it is sent. If a returned item shows signs of wear, stains, odours (for example perfume or smoke) or damage that were not present when it was sent, we may reduce the refund in proportion to the loss of value. We will contact you with before making any deduction.

Refunds
We will refund the amount you paid, including the original standard delivery cost if you paid one, within 14 days of receiving your withdrawal notice. If your purchased item was of value under 50EUR and you chose a more expensive delivery option than our standard one, we refund only the cost of standard delivery. We may hold the refund until we have received the item back or you have shown proof that you sent it, whichever comes first. The refund is made to your original payment method. Your bank or card provider may need a few additional days to process it.

Damaged items or items not as described
For deliveries within Bulgaria, orders are sent with the option to inspect and try on the item before accepting the delivery. If the item is damaged, not as described, or not what you ordered, you can refuse the delivery directly with the courier and let us know at contact@cityzen.world.
For all orders, please check your order when it arrives and let us know as soon as possible if there is a problem. In these cases we cover the return costs, regardless of the item's value, and will find a solution with you (repair, replacement or refund). Accepting the delivery does not affect your right to return the item within 14 days or your statutory rights under the legal guarantee of conformity.

Gift cards
Unused gift cards can be returned within 14 days of purchase. Gift cards without proof of purchase cannot be returned.

Exchanges
If you would like an exchange, please contact us at contact@cityzen.world. Exchanges may be possible within the same 14-day period as returns, depending on availability.

Questions
For any questions about returns and refunds, contact us at contact@cityzen.world.