Returns & Refund Policy Last Updated: February 25, 2025

Returns

We accept returns only within 7 days of delivery and only after obtaining our authorization. Returned items must be postmarked within this 7-day period to be eligible for a refund.

Non-Returnable Items:

• Sale/discounted items
• Customized products (bound planners, color changes, personalized notepads, notebooks, etc.)

Unauthorized returns will not be refunded and will be returned to the sender.

Exchanges

If you purchased the wrong size and would like to exchange it for the correct one, we are happy to accommodate as long as the item is in resalable condition (unused, undamaged, and with no missing pages). Before sending the product back, please email us to confirm availability and ensure we can accommodate the requested size. 

To initiate an exchange:

1. Return the incorrect item within 7 days of delivery.
2. We will email you an invoice for the return shipping of the new item.
3. If there is a price difference, it will be included with the shipping cost. If the new item is cheaper, the price difference will be applied to the shipping cost.
4. Once payment is received, we will ship the correct item to you.

Conditions for Return

• All items must be unused, undamaged, and in resalable condition.
• Any promotional materials received with the order (e.g., free gifts, BOGO items) must also be returned. If not included, the retail price of the promotional item will be deducted from the refund. Please note that postcards are not considered promotional materials and may be kept or used.
• Returns must be in their original packaging, when possible.
• Products that are wet, damaged, crumpled, torn, or destroyed cannot be resold and will not be refunded.
• Buyers are responsible for adequate repackaging to prevent damage during return shipping.

Return Procedure

1. Request Authorization: Contact us to obtain a return authorization before sending back your order.
2. Include Order Information: Include a note with your order number or the original invoice inside the return package.
3. Ship Promptly: Items must be shipped within 7 days of receiving return authorization.

Shipping Costs

• Unless we made an error, buyers are responsible for return shipping costs.
• Original shipping costs are non-refundable for voluntary returns.

Cancellations

You have a 4-hour grace period after placing an order to cancel and receive a full refund. After this period, your order will be processed and cannot be canceled.

• If you refuse delivery or fail to pay customs fees, a refund will not be provided.

Errors & Defects

If your order has issues, please contact us within 2 days of delivery with your order number and photos of the received products.

• We can only replace defective items with a similar item.
• We cover shipping fees for replacements due to our error.
• Hand-crafted variations in our products are normal and do not qualify as defects.

Non-Returnable Products

Customized Products / Seconds / Clearance

• Customized items (including any product with the option to add text, even if left blank) cannot be returned, canceled, or exchanged.
• Certain planner refills, including dated foil options, are non-returnable. This will be clearly stated on the product listing.
• Any bound products are non-returnable, as customization occurs through customer-selected options.
• Leather goods (notebook covers, totes, pouches, pen sleeves) are final sale due to their made-to-order nature.

Changes to Orders

We cannot edit orders in processing. If you need to make changes, we must cancel and refund your order, allowing you to place a new order.

• Please note: Your order will lose its place in the queue. Contact us immediately if changes are needed.

Shipping Damage

If your order arrives damaged, you must file a claim directly with the shipping carrier (USPS or UPS). Both carriers require the buyer to submit the claim online, as proof of damage must be provided by the recipient.

• Keep all original packaging, including the shipping box or bag.
• Take clear photos of the damage, including the packaging and product.
• File a claim directly with:
  • USPS File a Claim
  • UPS File a Claim
• All orders are insured through the respective carrier, and they will process your claim.

Shipping & Processing Time

CityGirl Planners ships from Lexington, Kentucky, via USPS and UPS. For full details on processing and shipping times, see our Shipping Policies.

Digital Products

Due to the nature of instant downloads, all digital products are non-refundable and non-exchangeable.

Embossing & Personalization

We reserve the right to refuse embossing or personalization of any phrase or wording that we deem inappropriate or offensive.