Enjoy Shopping With Our Great Return Policy Features (Personalized items are not refundable or exchangeable)
- 15 Days Refund
- 15 Days Returns
- Full Refunds
- Free Exchange
How does our return policy work...
For claims please click here
All merchandise is dispatched within 1-2 working days. During sales or back to school season, a longer delivery may occur.
Delivery time and costs depends on the current freight company.
Within UAE: 2-3 days
Within GCC: 4-5 working days
Rest of the world: 7-9 working days
Items that are personalized cannot be returned, exchanged or refunded
Items not personalized can be returned, exchanged or refunded within 15 days of delivery
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
Frequently Asked Questions (FAQs)
In case the item you received is broken or defective, you may return an item within the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we'll examine it and if the item is found to be defective or broken, we are going to process the refund along side with any shipping fees incurred.
In the uncommon circumstance wherever the item received is wrong, you'll be able to return the item within the same condition you received and within the original box and/or packaging intact. Once we receive the returned item, we'll process the refund together with free fifteen day returns.
Q. When are ‘Returns’ not possible?
There are some bound scenarios where it's difficult for us to support returns:
- Return request is made outside the required time-frame, of fifteen days from delivery.
- Product is used, damaged, or isn't within the same condition as you received it.
- Products tampered or with missing parts.
- Product has been personalized
Q. I have changed my mind; can I return what I have bought?
If you change your mind before receiving your item, simply inform us to cancel your order and we can process the refund alongside any shipping fees applied. If you would like to return the item when receiving it, you have up to fifteen days to return them, keeping the below rules in mind:
- You can’t return Clearance items clearly marked as non-returnable and displaying a No-Return Policy.
- You can't return personalized items
- Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal may be returned.
- Items that are personalized cannot be returned or exchanged
Q. I paid by credit card, how can I receive the refund?
If you had paid through electronic means like credit or debit card, normally the amount paid will reflect your bank account in 30 days or depend on your bank's processing.
Q. How can I receive a refund if I paid by Cash on Delivery?
If you have paid through cash on Delivery (COD), the cash would be refunded in the form of a bank transfer.
Delivery within UAE
Q. 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 personalisation.
Q. 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 Kahrman 2 Street.
Q. Can I pay for my order with cash on delivery?
We do offer a COD option, which you can select at checkout. A small charge of AED 20 may apply.
Q. 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.
Q. How can I follow up on the status of my order?
Please contact our customer service team and have your OL number ready (5 digits OL-XXXXX) and we can help you with the status of your order. You can contact customer service on WhatsApp 00971552576403 or by email: firstname.lastname@example.org
Q. 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 share your OL number with us (5 digits – OL-XXXXX) and we will give you an updated tracking link immediately. You can contact customer service on WhatsApp 00971552576403 or by email: email@example.com
For international orders (outside UAE)
Q. 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.
Q. How long it will take to get my order?
Our worldwide delivery times are between 3 and 7 working days.
Q. 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.
Q. 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.
Q. 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.