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Returns and exchanges
Can I return my product for an exchange or refund?
If your product is not customized, you can contact customer service via WhatsApp at 0556853337 or by email. hello@citron.sa Please share your order number (5 digits OL-XXXXX) and they will discuss the return process and arrange a refund or exchange. If your product was customized, we will not be able to accept returns.
I bought a bottle of water, but there is a leak in it.
Our water bottles are designed to be leak-proof when the lid is properly closed. If you still experience leakage issues when the lid is closed, we will gladly replace it.
I purchased a Citron product from a distributor and it appears to be damaged. Can you help?
Submit a claim to us at this link: claimlane. Please provide your order number, a description of the damage, and attach photos showing the product and the defect so we can assess your claim. Claims are available for all purchases made through [website/platform name]. www.citron.sa Or from other distributors.
I bought a Citron product about 10 days ago and it no longer works, can I return it?
We are very sorry to hear that there may be a problem with your product. We offer a return and exchange service for non-personal Citron products within 15 days of purchase. Please contact our customer service team via WhatsApp at 0556853337 or email. hello@citron.sa To arrange that. If your product is defective, they will be able to help you get a discount code or a replacement.
My Citron products have been customized and the customization sticker seems to be starting to slip off, can I replace it?
Yes, you can bring it with you to our flagship store in Times Square Center and we will arrange for it to be redesigned for you.
It appears that the box I received is damaged, can I return the order?
If your Citron products are undamaged, we will not be able to arrange any returns.
What are the procedures for replacing a Citron product?
We can only exchange non-customized items with proof of purchase within 15 days. If the item was not customized and purchased within the first 15 days, the exchange or return process typically takes 7 to 14 days. Once we receive and accept the returned items, a refund will be issued. Please note that the refund will be credited back to the credit card used for the purchase, minus any applicable taxes or import duties. You are responsible for return shipping costs, as these are not covered by Citron. Return shipping is at your own risk, so we recommend keeping the postal receipt with the tracking number to prove your package was sent in case it gets lost in the mail.
return address
Smoothness Compliance Center, Al-Mashal, Riyadh 14327, Kingdom of Saudi Arabia
Phone number: 0556853337
Delivery in Saudi Arabia
When will my order be delivered?
We usually deliver within 2-3 days of ordering. Please allow an extra day if the product is customized.
I need my order urgently, can you deliver it tomorrow?
Delivery times are as follows:
Within Riyadh: 2-3 working days
Other cities in Saudi Arabia: 4-6 working days
I missed the call from the delivery person, can I arrange another delivery time?
Of course, we can arrange a delivery for you the next day.
How can I track the status of my order?
You can contact our customer service by calling 0556853337 or by emailing us at hello@citron.sa Provide the 5-digit order number (OL-XXXXX).
General Frequently Asked Questions
I want to cancel my order
We can only cancel orders that have not yet been customized or shipped. If your order is not customized and has not yet shipped, please contact our customer service team at 0556853337 or via email. hello@citron.sa Please include your order number (OL-XXXXXXXXX, consisting of 5 digits) and one of our representatives will arrange for your order to be cancelled.
Why isn't my discount code working?
Our discount codes can be used on full-priced products of SAR 200 and above, except in certain specified cases where they cannot be used or applied to sale items. If your situation differs from this description, please contact customer service at 0556853337 or via email. hello@citron.sa To get help.
My child has lost his water bottle, can I find it using a QR code?
Our QR technology will allow anyone who finds the water bottle to contact you in order to return the product.
I bought a Citron product from another store; can I customize it?
Yes, we offer free customization for all our products, regardless of where they are purchased. Simply bring the product to our flagship store in Times Square Center and we'll customize it for you free of charge.
Where else can I buy Citron products from outside your website or store in the UAE?
We are extremely proud of our wide range of distributors. You can purchase Citron products throughout Saudi Arabia at stores such as Mamas & Papas, Pottery Barn, Crate & Barrel, Virgin Megastore, Borders, Lifestyle, Mumzworld, and First Cry.
Frequently Asked Questions about the Product
Is the Citron lunchbox leak-proof?
Yes, the Citron lunchbox is a reliable, leakproof container with a silicone sleeve to keep highly moist foods separate, both within the compartments and throughout the box. Please note, it is not leakproof against liquids or water.
Is the Citron snack box microwaveable?
We do not recommend putting the Citron snack box in the microwave.
Is the Citron food jar thermally insulated?
Yes, the Citron food jar is double-insulated, meaning it has two layers of stainless steel that keep food hot for more than 6 hours and cold for up to 7 hours.
Can accessories be added to all Citron products?
No, while some Citron products come with a selection of accessories, it is possible to purchase all of our accessories separately on our website.
How can I remove slight odors from silicone?
Because silicone is a natural material, it may sometimes emit a slight odor if not properly cared for, and if this happens you can easily remove it using lemon juice or baking soda.
What is the best way to remove stains from Citron bamboo products?
First, act as quickly as possible—just like with any stain, the sooner you treat it, the easier it will be to remove. You can use a mixture of water and baking soda or laundry detergent to get rid of tougher stains.
Do you still have questions?
If you have any further questions that haven't been answered, please feel free to contact us using our contact form or on [website/platform name]. hello@citron.sa