Returns & Exchanges

Last Updated: 9 March, 2026

Here at CityBear we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish.

Return Requests

We accept returns for eligible items within 30 days of delivery. To be eligible for a return, items must be unused, in their original condition, and in the original packaging.

To request a return, please contact us at hello@citybear.co with your order number and the reason for the return. Once your request is approved, we will provide instructions on how to return the item.

Please note that customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

We will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted, and rejected items will be sent back to the original shipping address at the customer’s expense.

Conditions

CityBear reserves the right to reject any returned product that does not comply with our return policy.

Restocking Fee

Beginning April 2026, we do not charge any restocking fees for returned items.

Please note that shipping costs are non-refundable. If a return is approved, only the purchase price of the item will be refunded to your original method of payment.

Refund Payment

Refunds will be issued to your original method of payment once the returned item has been received and inspected. Please allow 3–10 business days for the refund to appear on your statement, depending on your payment provider.

Exchanges Requests

If you would like to exchange an item, please contact us at hello@citybear.co within 30 days of receiving your order.

Once the original item is returned and inspected, you may place a new order for the replacement item. This helps ensure the fastest processing and availability of the desired product.

Address Errors

Please make sure to double-check your shipping address before completing your order. If you notice a mistake or error in your address, please contact us at hello@citybear.co as soon as possible within 24 hours so we can attempt to update the information with our warehouse before the order is processed.

If the wrong address was entered, you have moved, or you need to change the product size or style after your order has been processed (typically after the 24-hour window), we may no longer be able to make changes or offer a refund.

    Orders Outside US

    Orders outside US may not be returned. If you received damaged or defective items upon arrival, or any other issues with your purchase please contact us at hello@citybear.co.

    Undeliverable packages which require reshipment at the customer's request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restocking fee will be applied, and a store refund will be issued for the balance. Shipping and handling are non-refundable.

    Out of Stock Refund

    When a product you ordered is sold out, we will make a refund to you. We try our best to most efficiently notify our customers and update our system as frequently as possible to prevent such cases, however these instances are sometimes inevitable and we sincerely apologise for any inconvenience.

    • Refunds will take up to 3-5 business days.
    • Refunds are issued to the original form of payment.

     

    Return Terms & Guidelines

    Please make sure all returned items are well packaged, so as not to be damaged in the post. We cannot take responsibility for items damaged or lost in the return transit.

    Please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. CityBear is not responsible for returned items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customer's responsibility to file a claim with the Post Office to recover their loss for their merchandise. Insurance with the post office is a transaction between the individual and the United States Postal Service and is not affiliated with CityBear.

    If you have any questions regarding the return policy of a particular item, please email us at hello@citybear.co.