FAQs

SHIPPING & ORDERS

Q: How long will it take to receive my jacket?

A: At Citylux, we aim for a streamlined and reliable delivery process:

• Order Processing & Handling: 3 – 4 business days (Monday – Friday).
• Transit Time: 5 – 8 business days via domestic carriers within the United States.
• Total Estimated Delivery Time: 8 – 12 business days.
• Order Cutoff Time: 5:00 PM (GMT-10:00) Honolulu Standard Time.

Q: How can I track my shipment?

A: Absolute transparency is our priority. As soon as your order is dispatched from our facility, an email containing your carrier tracking number and a direct tracking link will be sent to you. Please allow 24–48 hours for the tracking status to update on the courier’s portal.

Q: Is shipping free, or what are the charges?

A: We offer clear and upfront shipping terms. We are proud to provide Free Shipping on all orders across the United States. There are no hidden handling fees or surprise charges at checkout.

Q: Can I change or cancel my order?

A: If you need to make a change, please contact us immediately via Live Chat or email at support@citylux.shop. We can modify or cancel orders as long as they have not yet entered the fulfillment process. Once the processing time has passed or the item has been shipped, we are unable to make further changes.

RETURNS & REFUNDS

Q: What is the Citylux return window?

A: We want you to love your jacket. If you are not completely satisfied, you may return your item within 30 days of delivery. To be eligible, the jacket must be unworn, unwashed, and in the exact same condition that you received it, with all original tags and packaging intact.

Q: Who pays for return shipping?

A: For Defective, Damaged, or Incorrect Items: Citylux is fully responsible. We will provide a prepaid return shipping label at zero cost to you.

For Customer Remorse (Change of Mind / Wrong Size Selected): The customer is responsible for paying the actual cost of return shipping.

Q: Are there any restocking fees?

A: No. Citylux does not charge any restocking fees ($0.00 USD) for returned items.

Q: How long do refunds take?

A: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are processed and applied back to your original payment method within 5-7 business days.

PRODUCT & SIZING

Q: What materials are Citylux jackets made of?

A: Citylux specializes in high-quality jackets, including leather (such as sheepskin and cowhide), bomber styles, denim, and weather-resistant winter wear. Detailed material specifications are listed on every individual product page.

Q: How do I choose the right size?

A: Jackets should fit comfortably. We provide a comprehensive Size Chart on every product page. We highly recommend measuring your chest and shoulders and comparing them to our guide before ordering. If you fall between sizes, we generally recommend sizing up for a comfortable fit.

Q: How should I care for my jacket?

A: To maintain the quality of your jacket, avoid prolonged exposure to direct heat or heavy rain. For leather jackets, we recommend professional leather dry cleaning only to preserve the natural finish and durability of the garment.

PAYMENTS & SECURITY

Q: What payment methods do you accept?

A: For a secure and convenient checkout, we accept major
credit and debit cards, including

• Visa
• MasterCard
• American Express
• Discover

secure digital payment options like

• PayPal
•  Strip
• Apple Pay

Q: Is my personal and payment information secure?

A: Your security is our highest priority. The Citylux website utilizes Secure Sockets Layer (SSL) encryption technology to protect your personal and payment data during transmission. We do not store full credit card details on our servers, and all payments are processed through fully PCI-compliant gateways.

Business Name: Citylux

Business Email: support@citylux.shop

Business Hours: Monday To Friday (9:00 AM – 5:00 PM)

Business Address: 1860 Ala Moana Blvd, Honolulu Hawaii 96815, United States