Our Most Frequently Asked Questions

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Shipping & Delivery

Q. How long does it take to ship my order?

Orders placed with us before 12 noon will be dispatched on the same day. Orders placed over the weekend and holidays: the following business day.

Please note that orders with personalised items will take between 3-5 business days to be dispatched.

Q. How long does it take to receive my order?

Once your order has shipped, it usually takes up to 1 business day (excluding Bank Holidays). Orders placed over the weekend and holidays will be delivered the following business day. If you have not received your products, feel free to contact us using our contact page.

Q. How can I track my order?
Once your order is shipped you will receive an email with an online tracking number.

Payments

Q. What type of credit cards do you accept?

We accept Visa, MasterCard and American Express cards. Alternatively, you can finalize your order with Klarna, Google Pay, Apple Pay or PayPal payment service.

Q. How does Klarna work?

Klarna is an interest-free payment solution. When you choose Klarna at checkout, you will get the option to pay your order 30 days later or to split your purchase into 3 instalments.

Q. Are they any conditions to use Klarna?

Yes, you must be at least 18 years old and live in the UK. If you decide to pay in 3 instalments with Klarna, a minimum of £50 is required.

Q. When will my credit card be charged for my order?

The debit on your credit card comes within a maximum of 7 days after your order. All bank transactions are protected and managed by the stripe company.

Returns

Q. I received a wrong item, how can I return it?

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 fourteen-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 timeframe, of fourteen 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 is personalized only for you, therefore we cannot accept its return.

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 fourteen 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.

• Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal may be returned.

• You cannot return products that have been customised as they have been personalized only for you.

Refunds

Q. I received a broken/damaged item, can I get a refund?

Please check all items on receipt, as faulty or damaged items must be reported within 7 days of receiving the parcel, or within 30 days should the fault develop after receipt. 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 will process the refund alongside with any shipping fees incurred.

Q. I paid by credit card; how can I receive the refund?

If you had paid through electronic means like credit or debit card, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. For more information please refer to our Refund Policy.

Warranty

Q. Do My Citron products have a warranty?

All of our products have a one-year warranty from the date of purchase.

(Proof of purchase will be requested)

Q. Do I need to register My Citron product for warranty?

No, you do not. However, in case of a warranty claim you will be asked to present the following details:

‣ proof of purchase showing the date of the item purchased

‣ short video clip/image of the issue

Q. What do I need to do if I have a problem with my product?

To help us identify your issue and open warranty claim please fill in the after sale form. Once we receive the details we will aim to respond to you within 2 working days to advise further.

Smart QR Technology

Q. How to use the Smart QR Technology?

Our innovative QR code technology makes it easier to retrieve a bottle if it gets lost. Our 250ml 350ml water bottles come enabled with a lost-proof technology.

Q. How to register your device?

Use your smartphone to scan the QR code. Your phone will redirect you to findmycitron.com website, where you will be able to add your contact details and register your product.

Once the registration completed, you will receive an email that summarizes and confirms that your water bottle is yours 🍋

Q. I lost my water bottle, what do I do now?

If a bottle gets lost, the retrieving process is done in all privacy, meaning contact information will only be exchanged if both parties agree. 

If found, the bottle owner will be contacted and each part will decide of a time to meet. Unfortunately, My Citron cannot be blamed if a product is lost.

Summer sale

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@mycitron.co.uk

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