Down&Town uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information.

No. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account!

We accept all major credit cards (VISA, MasterCard, AMEX), and direct payment methods like PayPal, Shop Pay, Apple Pay, and Google pay. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, we may be able to cancel your order before it’s processed.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always process your refund in full, as quickly as possible.

We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please contact us if you do not receive a shipping notification email after 5 business days from the day you completed your payment. Please allow extra time for your order to be processed during holidays and sale seasons. 

Please contact us so we can change your email address. We can change your email address, phone number, name, and address but we cannot change your order.

We provide free shipping to the U.S., Canada and Mexico, no minimum purchase required!

Ordered are processed and dispatched within 2-4 Business days. Orders that require shipping within the U.S. will be delivered within 7-15 Business days. Shipping to countries outside of the U.S. may take up to 15-20 Business days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

Your order has been sent, but sometimes it takes up to 48 hours for tracking information to show up in the tracking system. In some cases, tracking information won't load in a timely manner. This is often the case with our USPS global shipping partners. If your order has a tracking number but has not yet updated, please rest assured that you will be taken care of. It is our responsibility to take good care of you and we take that responsibility very seriously.

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

We have a large variety of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once. Rest assured that they are on the way :)

If you are not happy with your purchase and wish to return an item, please review our Refund Policy and contact us at mail@downandtown.com. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send you detailed instructions.

Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, damaged, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order as soon as possible.

Processing returns may take up to 14 business days from the day we receive your return. A confirmation is sent when your return has been processed.

All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.