Our Most Frequently Asked Questions

Returns and Exchanges

Can I return my product for an exchange or refund?

If your items have not been personalized, you can get in touch with customer service on WhatsApp 00971552576403 or by email hello@citron.ae and share your order number (5 digits OL-XXXXX) and they will discuss the return and arrange a refund or exchange.  If your product has been personalized, we are not able to accept a return.

I have purchased a water bottle and it’s leaking.

Our water bottles are designed to be leakproof when the straw of the lid is closed properly.  If you are still having a problem with leaks when the straw is closed, we will happily exchange the lid for you.

I purchased a Citron product from another retailer. It seems to be broken. Can you help?

You can a file a claim with us on this link: claimlane. Please provide your order number, a description of the damage and attach pictures showing the product and the defect so the claim case can be assessed. The claim is open to all purchases made through www.citron.ae or from other retailers.

I purchased a Citron product around 10 days ago and it is not working anymore, can I return it?

We’re so sorry to hear there might be an issue with your item. We do offer returns and exchanges on non-personalized Citron products within 15 days of purchase.  Please get in touch with our customer service team on WhatsApp 00971552576403 or by email hello@citron.ae to arrange.  If your product is defective, they will be able to assist you with a discount code or replacement.

I got my Citron items personalized, the personalization sticker seems to be coming off, can I get it exchanged?

Yes, you can, bring it along to our flagship store in Times Square Center and we will arrange for it to be re-personalized for you.

My delivery box is damaged, can I return the order?

If your Citron products are not damaged, we will not be able to arrange any returns.

What is the process for exchanging my Citron product?

We can only exchange items that are not personalized and have proof of purchase that is under 15 days.  If your item is not personalized and was purchased within the previous 15 days, then the exchange/return process usually takes around 7 to 14 days.

As soon as we have received and accepted the returned items, the refund will be issued. Please be aware that the refund will be credited to the credit card originally used for purchase of the items, minus taxes or import duties, if any.

The return shipping cost must be paid by you and is not covered by Citron. The return is at your own risk, and therefore we recommend that you keep a postage receipt with tracking number, to prove that the package was sent, if it gets lost in mail.

Att: Citron Trading LLC
Warehouse C9, Opposite Jotun Paints
Al Quoz Industrial 2
United Arab Emirates

Phone number: +97145477837

Delivery (UAE)

When my order will be delivered?

We typically deliver within 2-3 days of an order being placed.  Please allow for an additional day in the case of product personalization.

I need my order urgently. Can you deliver tomorrow?

If you need your items in a rush, you can convert your order to be picked up from our flagship store in Time Square Center or from our warehouse – Warehouse C9, opposite Jotun Paints UAE,Al Quoz Industrial 2, PO Box 392457 (+971433 01085).

I missed the call from the delivery guy with my order, can I re-schedule delivery?

Of course, we can reschedule your delivery for the next day. 

How can I follow up on the status of my order?

 Please contact our customer service on WhatsApp 00971552576403 or by email hello@citron.ae and have your OL number ready (5 digits OL-XXXXX) and we can help you with the status of your order.

How can I track my order?

You should have received a tracking link with your order when you arranged delivery.  If you don’t have a link, please contact customer service on WhatsApp 00971552576403 or by email hello@citron.ae and share your OL number with us (5 digits – OL-XXXXX) and we will give you an updated tracking link immediately.

Delivery (Worldwide)

How can I track my order?

Each order confirmation email/SMS will have a DHL tracking number on it. Simply head to https://www.dhl.com/ae-en/home/tracking.html, input your 10 digits tracking number and you will be able to track your order.

How long it will take to get my order?

Our worldwide delivery times are between 3 and 7 working days.

Are there any standard shipping charges if I live outside the UAE?

The shipping charges may differ according to the weight of your order. The shipping charges will reflect at checkout. However, we have free GCC shipping on all orders of AED 500 or more.

Can I pay for my order with cash on delivery if I live outside the UAE?

For international deliveries, we are not able to offer a COD option.

Why do I need to share my postal code as I don’t live in the UAE?

Our worldwide delivery partner requires a postal code in order to deliver to all countries outside the UAE, except Qatar. 

General FAQs

I want to cancel my order

We can only cancel orders that have not been personalized or shipped.  If your order was not personalized and hasn’t yet been shipped, please contact our customer service team on WhatsApp 00971552576403 or by email hello@citron.ae and include your OL number (5 digits OL-XXXXX) and one of our representatives will arrange your cancellation.

Why my discount code is not working?

Why my discount code is not working?

A: Our discount codes are applicable on full priced items for a minimum spend limit of AED 100 unless otherwise specified. They are not applicable on discounted items. If this is not the case, please get in touch with customer service on WhatsApp 00971552576403 or by email hello@citron.ae for assistance.

My kid has lost his water bottle, can I find it with the QR code?

Our QR code technology will allow anyone who finds the water bottle to contact you in order to return the item.

I bought Citron product from another store; can I get it personalized?

Yes, we provide free personalization for all our products, no matter where they are bought from. Just bring it to our flagship store at Times Square Center and we will personalize it for you for free.

Where else can I shop Citron products apart from your website & flagship store in the UAE?

We are extremely proud of our wide range of retail partners.  You can shop Citron products across the UAE in stores such as Mamas & Papas, Pottery Barn, Crate&Barrel, Virgin Megastore, Borders, Lifestyle, Mumzworld and Firstcry.

Product FAQs

Is the Citron Lunchbox leak-proof?

Yes, the Citron lunchbox is a leak-proof container you can depend on.It has a silicone seal to keep even the wettest foods in place, both between compartments and within the box.Please note – it isn’t leak-proof for running liquids or water.

Is the Citron Snack Box microwavable?

We do not recommend using a microwave for Citron Snack Box.

Is Citron Food jar thermal Insulated?

Yes, the Citron Food Jar is double insulated which means that it has 2 layers of stainless steel that will keep food warm for over 6 hours and cold for up to 7 hours.

Are accessories included with all Citron products?

No, while some Citron products come with a selection of accessories, all of our accessories can be bought separately in the store or on our website.

How can I remove any slight odours from the silicone?

As silicone is a natural material, it can sometimes develop a slight odour if not regularly cared for properly.If this does happen, you can use lemon juice or baking soda to remove it easily.

What is the best way to remove stains from Citron Bamboo products?

Firstly, act as soon as possible - just like with any stain, the quicker you treat the stain: the easier it will be to remove.You can use a homemade mix of water and bicarbonate of soda or biological laundry detergent to get rid of tough stains.

Still have questions?

If you have other questions left unanswered, don't hesitate to reach out to us by using our contact form or at hello@citron.ae