Shipping/Refund Policy
Simple Shipping
We currently ship to most countries in Western Europe and a few beyond that.
We are working to get Citadin Shoes shipped all over Europe, just hang in there!
Easy Returns and Exchanges
Wrong size? Your girlfriend thinks you now have way too much style? Don't want to outshine your boss?
No problem, just send it back to us and we'll send you a refund for the full price of the shoes.
You have 14 days from the day you receive the package to put it back on the mail. All shoes must be unworn and in the original packaging. In the unlikely event you do want to return something, we will send you the easy-to-follow instructions for your country.
Christmas : The products bought in November and December can be exchaged until the end of January 2025.
The Process
Once a purchase is made, CITADIN will make the arrangements with the Courrier Service we partnered up with (CTT), for it to be be shipped as soon as possible.
The delivery time (check table below)is an estimate of the time between the package is collected by CTT from The CITADIN HQ and the time it takes for it to be delivered to the client.
Once the package is shipped from The CITADIN HQ, CTT will send and email or sms with the estimate date of delivery and a link that allows the client to follow the purchase.
If by any chance you did not receive the email or sms regarding your purchase, please contact us (info@citadinshoes.com / Mon-Fri from 11am-7pm) and we will get back to you as soon as possible.
Shipping costs
Shipping to US and Canada
We ship to the US and Canada with a flat rate of 35€ ( two pairs maximum )
We don't accept exchanges and all returns have to be supported by the client.
All customs costs are supported by the client.
Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at myshoes@citadinshoes.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at myshoes@citadinshoes.com.
Damages and issues
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 make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to send us an email or wp message for guidelines to the exchange.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.