Frequently Asked Questions

Orders

  • If you realize that you have purchased the wrong item or require any address amendments, please start a chat with us or email us at marketing@citychain.com.sg so that we can amend it for you if the order has not been processed yet.
  • Kindly note, once your order has been processed and shipped out, we are unable to make any changes to your address or order.
  • Once an order is confirmed, we strictly do not allow any cancellations.
  • We do not provide any gift wrapping services, but we can provide a paper bag and gift card upon request in the note section before checking out.
  • Refunds will usually take around 5 to 10 business days, depending on your payment mode.

Payments

You will be eligible for tax refunds with a minimum spend of $100

Products

  • 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 rectify it immediately.
  • If an item is out of stock, you may click “Notify Me,” and you will be notified once it is restocked.

Returns

Exchange Policy

  • We have a 7-day exchange policy, which means you have 7 days after receiving your item to request an exchange.
  • To be eligible for an exchange, 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. All exchanges are subject to management approval. Returns due to change of mind are not allowed.
  • It will be a one-time exchange, and the item must be of equivalent or higher value.
  • You will not be able to make cross exchanges for your online purchase at our retail stores due to different management systems.
  • To start an exchange, you can contact us at marketing@citychain.com.sg.
  • City Chain Singapore reserves the right to reject any exchanges if the item is found to be mishandled or not in its original packaging.

Exceptions / Non-returnable Items

  • Certain types of items cannot be returned or exchanged, like promotional/sales items, limited editions, or items that have been customized for you (e.g., pre-adjustment of bracelets, hole punching in leather straps, etc.) and deliberate damages. Please get in touch if you have questions or concerns about your specific item.
  • We are unable to accept returns or refunds on gift cards.

Shipping

  • Delivery is complimentary for every order.
  • Upon order confirmation, the expected shipping and delivery time will be up to 7 days, excluding weekends and public holidays.
  • A shipment notification with a tracking link will be sent via email once the order is ready to ship or is out for delivery.
  • If there is any issue with your order, please start a chat with us, email us at marketing@citychain.com.sg, or refer to the Shippit tracking.
  • During collaborations, sales, and festive seasons, please note that there may be a delay in deliveries due to a high volume of orders.
  • An additional shipping fee of 90 SGD will be applied for all overseas deliveries.
  • Any duties and taxes, which vary by country, are to be borne by the recipient.
  • The countries eligible for shipping include the United States, Australia, Brunei, Cambodia, Canada, France, Germany, the Philippines, the United Kingdom, Vietnam, New Zealand, Caribbean Netherlands, and the Netherlands.