Return Policy

Returns:

  • Returns can only be made within 7 days of delivery after obtaining our authorization.
  • The items must be postmarked within the 7-day period.
  • We do not accept returns for items purchased more than 7 days ago.
  • Sale/discounted items and customized products cannot be returned.
  • Unauthorized returns will not be refunded and will be returned to the package’s return address.

Customized Products:

  • Customized products, such as spirals, color changes, personalized products (notepads, notebooks), etc., cannot be returned.
  • Please refer to the Seconds/Clearance/Customs section for more information on what is considered a custom product.

Conditions for Return:

  • All items must be returned in a resalable condition.
  • Any promotional materials (free gift with purchase, BOGO items, etc.) received with the item(s) must also be returned. Failure to do so will result in the retail price being deducted from the refund. Postcards with discount codes are not considered “promotional materials” and do not have to be included with the return.
  • The refund will be denied if the products are used or damaged in any way.
  • Please ensure that returned materials are in their original wrapping, if possible. Wet, damaged, crumpled, torn, or destroyed products cannot be resold.
  • Buyers are responsible for providing adequate repackaging to prevent damage during return shipping.

Return Procedure:

  • Please include a note with your order number or the original invoice to expedite the return process.
  • Items must be shipped back within 7 days of receiving authorization.

Shipping Costs:

  • Unless we make an error, the buyer is responsible for return shipping costs.
  • Original shipping costs will not be refunded for voluntary returns.

CANCELLATIONS

All orders have a 4-hour grace period. During this time, you can cancel your order and receive a refund. Just make sure to check your items and shipping address before confirming your order.

Once the 4-hour grace period is over, your order will be processed and cannot be canceled. A refund will not be provided if you refuse delivery or fail to pay customs fees.

ERRORS / DEFECTS

If your order has any issues, please contact us within 2 days of delivery. Send us your order number and a photo of the products you received to help us process your replacement quickly. We can only replace similar items with similar items. We will cover shipping fees for replacements due to our error. Please keep in mind that our products are hand-crafted and may vary in appearance. These variations do not affect their usability. If you have any questions, our team is here to assist you.

CUSTOMIZED PRODUCTS / SECONDS / CLEARANCE

Clearance and Seconds, along with custom items, are non-returnable and non-exchangeable. Any product that has the ability to add text, even if “none” is chosen, is still considered a custom product. Any product customized at customer request, including design and color changes, cannot be returned, canceled, or exchanged.

Spiral products cannot be returned or exchanged, even if “none” is chosen for personalization, as they are customized by the customer using the various options available.

The selected stitching thread color, pockets, and/or embossing for the leather notebook covers make them customized, made-to-order products. Other leather goods, such as totes, pouches, and pen sleeves, are non-returnable.

All sales concerning the above-mentioned products are final.

CHANGES

As we cannot edit orders in processing, we will need to refund and cancel your current order. You can then place another order for the correct items. Please note: your order will lose its place in the queue. It’s always best if you need changes to alert us immediately.

SHIPPING DAMAGE

If your order arrives damaged, please contact us within 3 days of delivery. Please keep the original shipping package. It may be needed to file a claim later. It’s also a good idea to photograph the damage, as it can be used as evidence in the claim. Damaged items will be replaced with the exact same product.

SHIPPING / PROCESSING TIME

CityGirl Planners ships from Lexington, Kentucky, using USPS and UPS. Please see our Shipping Policies for more information regarding shipping and processing times.

DIGITAL PRODUCTS

Due to the nature of Instant Download products, no refunds, returns, or exchanges can be offered.

EMBOSSING / PERSONALIZATION

We reserve the right to refuse to emboss or personalize any phrase or words we find inconsiderate, profane, or racially insensitive. We will email you immediately to make a different choice or cancel your order.