FAQ's

How can I contact Citruze?



You can email us at support@citruze.com where our dedicated customer service team will be happy to help you with whatever you need!

 



Do you ship worldwide?

No we only ship within the United Kingdom. We are looking to expand worldwide  in the near future, stay updated at citruze.com

 

Where do you ship from?

We ship from Hong Kong.



 

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. 

Your order can be returned for a full refund after it is received. The product must be returned in its original condition & packaging and you must cover shipping costs. For refunds, please email support@citruze.com

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.



 

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.



 

How long will it take to receive my order?


Due to high demand, orders may take between 2-4 weeks to arrive.



 

What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

 Please contact support@citruze.com.

 


What if the item(s) I received are defective/incorrect/damaged?

Please contact us at support@citruze.com if you have received merchandise that is incorrect, missing, 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 resolve your case as soon as possible.



 

When will I receive my refund?


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, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.