Customer Support

Each seller on Fifteen Cities is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Before making a purchase, you should review the shop’s Terms And Conditions. You can find the shop’s TOC on their shop profile page.

If you need to get in touch with a seller about an item on Fifteen Cities or if you want to discuss your order, you can reach out to the seller directly through their profile.

Who are sellers?

Each shop on Fifteen Cities is independent. Shop owners (or “sellers”) are independent micro-businesses who create or curate their own inventory and manage their own orders.

Contacting a seller through the “Get Support” function is the best way to get information about an item after your purchase and resolve any issues you may have had with your order. Each seller on Fifteen Cities manages their own orders, and makes decisions about cancellations, refunds, and returns.

You can also contact a seller through the “Contact Vendor” form to get general information about an item, their business, and more.

I still need help

If you messaged the seller and you didn’t receive the help you need, please reach out to us using the form below and we’d be happy to help.

Fifteen Cities accepts all major credit and debit cards, including Visa, Mastercard, American Express, and more. To ensure that Fifteen Cities is a safe and secure place for our customers and vendors, we have partnered with Stripe for our payment processing.

To view your shipment details, navigate to My Account > Orders. You will be able to see the shipment tab and the status of your order(s).

If you select the “View” option, you will be able to see the full shipment details.

When the shipping status is changed, you will also receive an email regarding the update.

When the full order is delivered, then the status will change to “Shipped”.

Contacting the seller is the best way to get help with your order. To do this, go to their profile, click “Get Support“, and create a new support topic using your Order ID.

Each seller on Fifteen Cities manages their own orders, and makes decisions about cancellations, refunds, and returns.

If you need to cancel your order, navigate to My Account > Orders. Once you select “Cancel“, your order will updated as “Canceled”.

If you need further assistance, the seller you purchased your order from is the best person to help you. Each seller on Fifteen Cities manages their own orders, and makes decisions about cancellations, refunds, and returns.

If you need to update the shipping address on your order, the seller you purchased your order from is the best person to help you. Each seller on Fifteen Cities manages their own orders, and makes decisions about cancellations, refunds, and returns.

How to change your shipping address after you placed an order

If you placed an order with an incorrect shipping address, first check that your order hasn’t shipped yet by going to My Account > Orders > View

My order is Not Shipped yet

My order was already Shipped

How to change your shipping address during checkout

If you haven’t placed your order yet, you can change your shipping address when you check out:

1. Add an item(s) to your cart
2. Go to Checkout
3. Under Shipping address, check that the address you want your order shipped to is correct. If it isn’t correct, you may adjust it
4. Select Place your order

If you have a Fifteen Cities account, you can also adjust your shipping and billing options by going to My Account > Addresses.

How to change the shipping address to a different country 

If you need the shipping address on your order changed to a one in a different country, you’ll have to cancel your order and place it again with your new address.

If you ordered from Fifteen Cities, you may have tracking information for your package. You can check the status of your order by going to My Account > Orders > View. Below your order details, you’ll see the shipping status:

• Not Shipped
• Shipped
• In Transit
• Ready for Pickup
• Picked Up
• Delivered
• Cancelled

If your order says Shipped, but there are no further updates, either:

• Your order doesn’t include tracking information
• The shipping carrier hasn’t logged the package’s movement yet
• The seller hasn’t given the package to the shipping carrier yet

If your order is Not Shipped yet or you have questions about tracking your package, you can contact the seller to check in on the order status.

If your order is Shipped or In Transit, you can track your order if you have a tracking number.

To find your order go to My Account > Orders.

Contacting the seller is the best way to get help with returns and exchanges. To do this, go to their profile, click “Get Support“, and create a new support topic using your Order ID.

How do refunds and returns work?

Each seller on Fifteen Cities manages their own orders, and makes decisions about cancellations, refunds, and returns. Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in their shop policies. Go to the shop’s homepage and click on “Terms And Conditions” to view the shop’s policies.

If the seller is willing to accept this return, be sure to settle on the details in a message before returning the item:

• Where you should send the return
• What time frame does the seller wish to receive the return
• Who will be responsible for the cost of return shipping, if not written in the shop’s policies
• What shipping method to use

What should I do if the seller doesn’t refund my order, or if the seller doesn’t accept returns?

If the seller doesn’t allow refunds or returns, you may reach out to us using the form below to open a case.

Cases can be opened if:

• You never receive your order
• Your order wasn’t as it was described on Fifteen Cities

What are shop policies?

Each seller on Fifteen Cities is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Before making a purchase, you should review the shop’s Terms and Conditions policy. Each seller has their own TOC policy that you can find on their shop profile

If the seller doesn’t allow refunds or returns, you may be able to open a case by sending an email to [email protected]. The email must include your reason for opening a case and then the supporting details.

Cases can be opened if:

• You never receive your order
• Your order wasn’t as it was described on Fifteen Cities

To change your password:

1. Click on “My Account“.
2. Click “Account details“.
3. Scroll down to the Password section and fill out your current password, new password and confirmation of your new password.
4. Click “Save Changes“.

There are a few things you can do to help ensure that you receive emails from Fifteen Cities:

• Make sure your email address on file is correct. To check this, go to My Account > Account details.
• Sometimes email providers think our messages are spam. Check your spam/junk folder to see if our emails were diverted there. If you’re using Gmail, also check your Promotions and Social tabs.

Coming soon…