Return & Refund Policy

We want you to be happy with your skyline. If something is not right, this page explains exactly how to make it right.

30-Day Returns

Standard, non-customized pieces may be returned within 30 days of delivery for a full refund of the product price. The piece must be in its original condition, with no scratches or modifications, and in the original packaging.

Shipping fees are non-refundable except in the case of our error or a defective product.

How to start a return

• Email hello@cityskylinedecor.com with your order number and the reason for return.
• We will reply within one business day with a return address and instructions.
• Pack the piece in its original packaging, drop it at any carrier, and email us the tracking number.
• Once we receive the piece and confirm its condition, we issue a refund to your original payment method within 5 to 10 business days.

Damaged in Transit

We pack every piece carefully, but shipping carriers occasionally damage packages. If your piece arrives broken:

• Photograph the damaged piece and the outer packaging before discarding anything.
• Email hello@cityskylinedecor.com within 7 days of delivery with the photos and your order number.
• We will ship a replacement at no cost to you, with priority production.

You do not need to return the damaged piece; we will file the carrier claim ourselves.

Wrong Item or Our Error

If we shipped the wrong city, wrong size, or made any other production error, we cover everything. Email us within 14 days of delivery and we will ship the correct piece at no cost. You may keep, donate, or return the incorrect piece, your choice.

Custom-Engraved Pieces

Pieces with custom engraving (added names, dates, addresses, or other personalization beyond the standard city name) are made specifically for you and are not eligible for return or refund except in the case of a defect or our error.

Before we produce a custom piece, we send a proof of the engraving for your approval. Once you approve the proof, you accept the engraving as ordered.

Refund Timing

After we receive a returned piece in acceptable condition (or after we approve a damage claim), we issue the refund within 5 business days. The refund returns to your original payment method. Your bank or card issuer may take an additional 3 to 5 business days to post the credit to your account.

Exchanges

We do not process direct exchanges. To change to a different city or size, please return the original piece for a refund and place a new order for the piece you want. This is usually faster than a formal exchange, and it lets you pick the new piece without availability holds.

Late or Missing Refunds

If you have not received an expected refund within 10 business days of our confirmation, first check your bank account, then contact your card-issuing bank, since there is often a processing delay before posting. If you have done both and still have not received the refund, contact us at hello@cityskylinedecor.com and we will investigate.

Final-Sale Items

From time to time we mark certain items as final-sale. These items are clearly labeled on the product page before purchase and are not eligible for return. Custom-engraved pieces are final-sale by default. Discontinued cities, prototype runs, and seasonal pieces may also be marked final-sale.

Contact

For any return question or to start a return, email hello@cityskylinedecor.com. We answer within one business day.