ALL CITY BAG

Policies

Returns & Refunds

All City Bag bridges shoppers with vetted suppliers. We honor returns or refunds when a fulfillment issue occurs while keeping the process transparent and efficient.

1. General rules

  • No discretionary returns like local marketplaces.
  • Support applies only when the supplier, carrier, or order processing clearly caused the issue.

2. Eligible cases

We can assist when:

  • Products are damaged, broken, or crushed during transit.
  • Items deviate from the confirmed order (wrong color, size, SKU, or missing pieces).
  • Suppliers cannot fulfill the order after the holding period.

Photo or video evidence during unboxing is required.

3. Ineligible cases

  • Items match the order but the shopper changes their mind.
  • Wrong size/color/quantity due to shopper error.
  • Products show use, modification, or missing packaging.
  • Sensitive items (intimates, cosmetics, food) with signs of use.

4. How to request support

  1. Email [email protected] within 48 hours of receiving the parcel.
  2. Include the order ID, description of the issue, and photos/videos recorded while unboxing.
  3. Support reviews and responds within 3–5 business days.
  4. Approved cases receive a refund via the original payment method or a replacement, depending on stock.

5. Refund timing

Internal verification takes 3–5 business days. Once approved, funds return to the original payment method within 2–7 days, depending on the bank or gateway.

6. Return shipping costs

  • All City Bag covers shipping when the issue is on us or the supplier.
  • Outside supported cases, shoppers cover shipping if they still want a replacement.

7. Need help?

Support hours: Monday–Saturday, 9:00–18:00 (GMT+7). Email [email protected]. We handle every claim with transparency and fairness.