Refund policy

We are here to help if you have any issue with a product purchased from City Maps Illustrated.

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.   In the case of printed maps these should not be removed from their tissue paper packaging. If you have simply changed your mind, you may be asked to send a photograph of the print in its original packaging.  If the product is discovered to be faulty after opening, please send photos.To start a return, you can contact us at hello@themelbournemap.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at  hello@themelbournemap.com.au - we are really friendly and helpful.

Damages and issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.  Please include photos of the product and packaging if damaged in transit.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please contact us if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, or a replacement item will be sent.  Please remember it can take some time for your bank or credit card company to process and post the refund too.