FREQUENTLY ASKED QUESTIONS

ORDERING ONLINE

How do I order online?

To purchase a product on the City Chic Austalia or New Zealand website, simply click on the item you wish to buy, select the size and color and click 'add to bag'. You will see the number of items in your bag in the top right corner. When you are ready to check out, click on the bag and you will be directed to checkout. Please note you will need one of our supported methods of payment (Visa, Mastercard, Paypal or Afterpay) to finalise your online order. We are not able to take orders over the phone, via email or standard mail. Only accepting online orders allows us to better protect your personal and financial information.

Can I change or cancel my order?

Once your package has been processed, we cannot cancel your order. We are unable to make changes to orders already in our system. This includes adding or removing items or making changes to size or quantity. It will be shipped and when it is received, you may return it to us. Please refer to our Returns Policy if you require further information. You will need to place a new order with the correct items and quantities and to avoid disappointment of stock selling out, we advise you do so as soon as possible.

What do I do if the item I am looking for is no longer available?

City Chic’s most popular items do tend to sell out quickly online.  If you’ve seen something and fallen in love, our recommendation is to make your purchase or risk missing out as there is no guarantee the item you’re after will be restocked. Seasonal items are typically not restocked, but we may receive a return that would make the item available again. We have no way to predict this, so we would encourage you to check back frequently.

If the item or size you want is out of stock you can use our Store Locator to contact or visit your local store to check their availability. Please contact us via our help page for further assistance.

I ordered an item and it did not ship with my order, when will it be sent to me?

Occasionally an item is oversold in our warehouse, especially items on clearance that are low on stock.When an item is low on stock and more customers place orders for what we have available it has been oversold and we cannot send it to everyone who has ordered it. Our inventory is updated frequently, but occasionally this will happen and we are sorry for any disappointment caused as a result. It is not likely we will receive more of the item and you will be refunded for the item not shipped, with notice given via a Credit Memo indicating a refund has been processed for the item and your bank has been notified of this.We do not back order items so we cannot send it to you at a later date. Should the item become available again you will need to place a new order.  It is possible the oversold item is still showing as available on the website. If you see this, please send us an email so that we will be able to look in to the item and confirm whether or not it is out of stock.Unfortunately we are not able to substitute for items that we are not able to fulfill on your order.

Payment

What forms of payment do you accept?

We accept VISA, MasterCard, PayPal, Afterpay, ZipPay (AU only) and City Chic Gift Cards.

Your card/account will be debited at the time of dispatch. Please note the transaction will appear on your statement as CITY CHIC.

What currency do you use?

Australian Site: All prices have a default display in Australian Dollars, including GST. You can change currency by selecting another country's site on the dropdown menu on the top left of the site.

New Zealand Site: All international purchases are exempt from Australian GST (10%); they do not however include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient.

For New Zealand customers, customs charges may be payable when the value of the goods exceeds NZ$225. For information on what you may need to pay customs please check http://www.whatsmyduty.org.nz/

How does Paypal work?

PayPal is used to securely send payments over the internet. PayPal is incredibly safe and committed to protecting the privacy of its users. PayPal’s fraud prevention team is constantly developing the latest technology to keep your money and personal information safe.When using PayPal you can choose from your bank account, debit card/credit card account or PayPal balance to make a purchase online. When you use PayPal to make purchases, the recipients never see your bank account or credit card numbers.

How does Afterpay work?

Afterpay is a payment option available for online orders or in-store purchases. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer).

Afterpay allows you to pay for your purchase over 4 equal instalments due every 2 weeks. You must be over 18 years old, live in Australia or New Zealand and be the authorised holder of an eligible debit/credit card to apply. All orders are subject to Afterpay’s approval – for example, if you have any overdue payments, Afterpay will not be available to you. You can make repayments to Afterpay any time BEFORE the due date. Otherwise, Afterpay will automatically try process payments on the scheduled dates from your card. If a payment is not processed on or before the due date, late fees will apply – initial $10 late fee, and a further $7 if the payment remains unpaid 7 days after the due date.

Afterpay is available for all merchandise online excluding Gift (and eGift) Cards, orders under $20 or over $1,000.

The Afterpay website provides a very comprehensive list of FAQs at: www.afterpay.com.au/faqs. It you still can’t find out what you need here, contact Afterpay directly by emailing [email protected] or calling 1300 100 279. Click here for full Afterpay T&Cs.

Security

How secure is my credit card and personal information?

Your security while shopping online with City Chic is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.

All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.

To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security.

Sizing

How do I know what size I am?

At City Chic we pride ourselves on the ultimate hourglass fit. We cater to sizes 14-22, with size 24 available exclusively online.

Our sizes are represented in Australian sizes with every garment expertly fitted for your curves. View our Size Guide for a breakdown of detailed measurements, international conversions plus our expert guide to measuring yourself to ensure the perfect fit.

Delivery, Returns & Exchanges

Can I exchange an item?

Not 100% happy with your order? Return your items within 30 days for a full refund. Please see our Returns Policy for full details.

All items returned to us are processed by our Fulfillment center and unfortunately we do not have the capability to process an exchange on your behalf. We ask that you re-order for the correct items you need and return the others. Should you need a price adjustment to reflect the original purchase price simply send us an email with your order number and ask for an adjustment. If you live near a City Chic store you may exchange for a different size, per the store manager's discretion. (See our Store Locator to find a store near you!)

What countries does City Chic ship to?

www.citychic.com.au currently ships to Australia only and www.citychic.co.nz ships to New Zealand only.

USA and Canadian customers: Please visit www.citychiconline.com to shop our range.

For all shipping related queries, please refer to our Shipping Policy or contact us via our help page.

Customer Service

My promotion is not working, why is that?

The majority of our promotions are only applicable to full-priced items. Please review our Terms and Conditions to understand the rules of this particular sale or promotion. Should you continue to have trouble, please email customer service.

If there is a problem with my order, who do I contact?

If there is a problem with your order, please contact us via our help page for further assistance or phone 1800 222 442.