Any claims for misprinted/damaged/defective items must be submitted within 1 week after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you, the customer, notices an issue on the products or anything else on the order, please email us here
Wrong Address – If the address provided is considered insufficient by the courier, the shipment will be returned to our order fulfillment facility. You may be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Deliveries that go unclaimed are returned to our order fulfillment facility and you may be liable for the cost of a reshipment of your product order.
Buyer’s Remorse – We do not refund orders for buyer’s remorse.
Wrong Size – It is strongly advised that you use the sizing guide within the product description (if and as applicable) to correctly place your order. A size exchange may be offered for the same product, in the same colour at the cost of the customer. Please email us here
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore CITIZENS Apparel reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.