FAQ


Care

What are the characteristics of chemical dyes vs. natural plant dye?

The colors of chemical dyes are designed to resist biodegradation, hence the permanent colors. The harm caused by unfiltered and non-degradable toxins accumulated in rivers is the real cost to us. You might get uncomfortable at the beginning with natural plant dyes because the truth is like life itself; color does fade a little, and colors are, indeed, what we truly believe add character and value to the products left behind.

 

So, how do you take care of a piece of clothing colored with natural plant dye?

We recommend that you hand-wash it in cold water.

 

Are you still not satisfied?

We'll soon be launching our redyeing program that will make a product last and last. Please email us for more details.

 

Online Ordering Questions

How do I to choose the a right size for me?

Refer to our helpful size guide or contact our Customer Service Team for fit advice (please note: use of our size guide is not a guarantee that a garment will fit).

 

What payment methods do you accept?

We accept Paypal, Visa, MasterCard and American Express credit and debit cards.

 

What if an item I want is out of stock?

Please contact our Customer Service Team to verify when and if this item will be available again.

 

What can I expect after placing an order?

When you place an order with City Goats, a confirmation of your order is sent to the email address you have registered with us. It contains your order number and details of the items you have purchased. Please refer to this number when contact our Customer Service Team in the unlikely event you have an issue with your order.

 

What if I have not received an order confirmation email?

If you do not receive an order confirmation email within 24 hours of placing your order, please check your junk mail folder before contacting our Customer Service Team. They will be able to look into this further for you.

 

Can I cancel an item from my order?

Once your order has been placed online we are unable to edit items in your order. All online orders can be returned within 14 days of receipt by via the post along with a return form which can be found on the back of your invoice or by taking them into one of our stockists.

 

The garment I received has some colour variation, is this normal?

It is normal for garments dyed using natural plant dyes to show some subtle variations of colour.

 

Shipping Questions

Can I ship to more than one location?

If you need your items shipped to more than one address, please place separate orders for each location you wish to ship to.

 

Where are your items dispatched from?

We are a Hong Kong based company and all orders are sent from our Hong Kong warehouse.

 

How can I track my delivery status?

Refer to your tracking number provided in the confirmation email. Visit the tracking page of the courier company and enter your tracking number to find out the status of delivery. Please contact our Customer Service Team if you need assistance in locating your tracking number.

 

Returns Questions

The item I received appears defective, what should I do?

The quality of our products is extremely important to us at City Goats, if you are not happy with your purchase, please contact our Customer Service Team and we will be happy to assist you.

 

How do I return an online order?

We graciously accept returns of any items you are not happy with. From the date of your purchase you have 14 days to return items with proof of purchase provided you have complied with our returns policy.

Please fill out the return form enclosed with your order and sent along with the items.

Please note, we cannot accept returns of sale items.

 

How do I know if you have received my returned goods?

Be assured we process returned items as quickly as possible. We’ll send you an email once your return has been processed. If you haven’t heard from us regarding your returned order within 7 working days, please contact our Customer Service Team.

 

Technical Questions

How do I sign up for the City Goats newsletter?

There are two ways to sign up to our newsletter. Either set up your account or fill in your email address at the bottom right of every page on our website.

 

How do I change my email address for my City Goats account?

Thank you for keeping your email address current. Please log in to your account if you want to edit any information of your account. 

 

I have purchased from City Goats before but the website doesn't recognise my email address when I try to login. What do I do?

If you previously used guest checkout, none of your personal information was saved. Please use our quick and easy account set up to prevent having to re-enter your details next time you shop. Alternatively, you can still use the guest checkout.

 

I signed up, but I am not receiving your newsletters. What do I do?

Please add hello@city-goats.com to your email address book to ensure our newsletter is not ending up in your junk mail folder. If you have checked your junk mail folder and are still not getting our newsletter, please contact our Customer Service Team.

 

How long does it take to get an email response from customer service?

For inquiries received Monday through Friday, we generally respond within 24 hours. If you have contacted us after hours Friday or during the weekend, we will respond within 48 hours.