City Shop is Now Closed
Thank you for supporting City of Hope through your City Shop purchase.
City Shop has closed its doors, but you can still return or exchange previously purchased merchandise within 30 calendar days of your past purchase.
Returns happen! If you find that you’ve accidently purchased apparel in the wrong size or color, City Shop will gladly exchange the item for one that works. Unfortunately, we’re not able to provide credits or refunds on other purchased items unless they have been found to be defective or damaged during shipping. Of course, if we ship the wrong item, we’ll quickly ship you the right one (along with our apologies).
If you need to make an exchange, please send us an email at: [email protected]. We’ll need a few details to make sure everything goes smoothly, so please provide us with as much information as you can. For example, if you’ve ordered the wrong size, you might say something like, “Please exchange my ‘large’ T-shirt for a ‘medium.’” We’ll take care of the rest.
Once we’ve received and confirmed your exchange request, we’ll email you a Return Authorization Number. Please include this number when you ship back your items. It’ll make things easier on the folks in the mailroom!
Looking for the fine print? Here it is. Please note the following exchange criteria:
- All exchanged products must be received within 30 calendar days of the original purchase date.
- All shipping costs (for items shipped to or from our warehouse) are the customer’s responsibility. Please include a prepaid return label that we can use when shipping the exchanged item back to you.
- Please give us 30 calendar days for us to process your return.
Defective Products or Products Damaged During Shipment & Returns Due to Our Error
Despite our best intentions, sometimes mistakes happen. When they do, we want to make sure they’re taken care of as quickly and painlessly as possible.
Let’s start with the basics. You can make a return – without penalty – for any of the following reasons:
- You received a defective product.
- Your product was incorrectly shipped.
- Your product was damaged during shipment.
If any of the above apply to you, your shipping charges will be waived. In fact, we’ll even send you a prepaid shipping label to make your return as simple as possible. To help speed things along, please make sure that the item is in its original packaging when you return it. You’ll also want to include the original packing slip and the Return Authorization Number that will be issued to you by a friendly member of our customer service team.
When we receive the defective or damaged project, we’ll work quickly to provide you with a replacement as soon as possible.
Please note that if we find that the product is not defective or damaged, we’ll have to charge you return shipping fees (both ways), and the item will be sent back to you. To avoid this scenario, feel free to send us a photo of the item, along with a detailed description of the defect or damage. Doing so will allow our representatives to let you know whether your return is going to be approved (and you won’t waste a trip to the post office).
To initiate your return, please email us at: [email protected].