You can report problems with an order through our Contact Us page.
Please include your order number and date of purchase when sending a message.
If the problem is due to a damaged product please email firstname.lastname@example.org. In addition to your order number and date of purchase, upload any relevant photos.
Be aware that Slum City may require a photo to be submitted with your problem report to begin a reshipment.
It is always best to include photos with your initial problem report to avoid delays.
The return address is based on where your package was fulfilled:
Packages sent out from our supplier’s US and Mexico fulfillment centers are returned to: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
Packages sent from our supplier’s Latvian facility are automatically returned to: Lidostas parks, Marupes novads, Latvia LV-2167.
Packages sent out of our supplier’s Spanish facility are automatically returned to: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
Packages fulfilled by our supplier’s partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
Packages fulfilled by our supplier’s partner facility in Japan are returned to 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
Once the return package reaches our supplier’s facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be. Check out our return policy for more info.
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Please send via our Contact Us page. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming that the shipping address was correct. We would also check that you got in touch with your local post office to try locating the lost order.
Keep in mind, if tracking information states an order was delivered but you say you haven’t received it. We will not take responsibility and reship that order. In that case, any replacements would have to be at your expense.
Please check out our return policy for up-to-date details about reshipments.
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address.
Other instances include the package being unclaimed at customs or refused/returned by you, the customer. You will receive notice once the order arrives back to our facility. We would then contact you to determine how you would like to proceed. If you wish to have the product reshipped we will need an updated address. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
If something arrives damaged, send a photo of the damaged goods to email@example.com, then we’ll gladly send a replacement at no cost to you.
Any returns or problems that occur because of an error on our part will be handled at our expense.
If you would like to exchange or return a product without any defect or due to a wrong size being ordered, this would be handled at your expense by placing a new order.
If the item is returned to our facility, we will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. If a package is lost in transit, claims must be submitted no more than 4 weeks after the estimated delivery date.
If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. Then we’ll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Slum City will not cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”
If you are unable to locate the package, you will need to place a new order to have it reshipped and lodge a claim with the relevant shipping carrier
Please see our Delivery page for detailed information or refer to the estimated delivery time stated at checkout, which is the most up to date and accurate estimate.
Please check your spam or junk folders for any automated emails that may have been redirected incorrectly.
If you think you may have entered your email address incorrectly then please get in touch with us via our Contact Us page so we can amend this for you.
Unfortunately, we’re not able to offer order collection services.
We have size guides loaded on every product page. either on the page itself or in a link to a pop up window.
Yes, you can change an order that has already been submitted unless it has the status of Being Fulfilled.
If you want to change an order, please send a message via our Contact Us page within 24hrs of placing your original order. State your order number, product you want to change and product you want to change to. We will up date it and re-send a confirmation email as soon as possible.
If you want to change an order after 24h hours has passed, still let us know and if it is possible we will make it happen. Unfortunately, we cannot guarantee that an order can be changed after more then 24 hours
Note that changing a product within an order (e.g. altering a product’s variant, size, design or type) that has the Waiting for Fulfilment status, or setting its status to On Hold, will reset the order deadline. This may result in longer fulfillment time. However, changing a shipping address or rate will not reset the order deadline.
If the change in order results in a higher price either for the product or shipping we will to charge you for the difference. Yes, we know it’s obvious but we have to mention it anyway!