Returns
We obviously hope you are going to be thrilled with your purchase but, if for some reason you are not completely satisfied, we are happy to offer a refund up to 30 days from receipt of goods.
After 30 days we are unable to offer a refund.
To be eligible for a refund your item must be returned new and unused and in resaleable condition, in the original packaging.
Your refund will be processed within 10 working days from receipt of the item onto the original payment type. This timeframe may be extended at busier trading periods.
Unfortunately, the following cannot be refunded (unless faulty):
-
Earrings, due to hygiene reasons,
-
Items that have been customised
-
Items that have been reduced in price, or are ‘last chance to buy’
When returning your item(s), please ensure it is packed carefully to avoid any damage in transit, and remember to enclose your completed return form. You are responsible for the cost of your return. Citrine cannot be held responsible for any delays, damage or loss of an item when being returned.
The original delivery charge will not be subject to a refund, unless your item is faulty.
To return your item, please complete the returns form and return to
Citrineloves Ltd
P.O.Box 786
Pinner
HA5 9TH
We will send a confirmation email of your refund, only when it has been processed, not when we receive the item(s) in the post.
Return of Faulty Items
In the unlikely event that an item you have purchased from Citrine is faulty, please email customerservice@citrineloves.com as soon as you discover the fault, or within a reasonable timeframe. The email should include a clear image of the item, highlighting the issue, together with the details of your original order. A member of our team will be in touch with you as soon as possible.
For any other questions, please contact customerservice@citrineloves.com
