Refund policy

Returns 

We hope you're over the moon with your C&C purchase, but if you’d like to return an item, please email us at orders@citrusandclay.com within 14 days of receiving your order.

Returned items must be sent back within 14 days of delivery. To qualify for a refund, items must be unused, in their original condition, and returned in their original packaging.

Holiday Returns: For orders placed during the festive season, our returns window is extended until 20th January to allow a little extra flexibility after all those Mince Pies!

Please note, sale items and gift cards are not eligible for returns. 

Return Shipping Costs

Unless otherwise agreed, customers are responsible for the cost of returning items. Please note that original shipping charges are non-refundable. If a refund is issued, the original delivery cost will be deducted from the total refund amount.

We recommend using a tracked and insured shipping service for returns, as we cannot guarantee receipt of returned items.

To arrange a return, please email us at orders@citrusandclay.com, and we’ll provide you with the necessary return instructions.

If you’re returning fragile items, please take extra care with packaging. Items damaged in transit due to insufficient packaging may not be eligible for a refund.

Refund Confirmation & Processing

Once we receive and inspect your returned item, we’ll send you an email to confirm its arrival and let you know whether your refund has been approved.

If approved, your refund will be processed and a credit will be issued to your original payment method. Please allow a few working days for the transaction to appear, depending on your payment provider.

Citrus & Clay reserves the right to decline any return or exchange that does not meet the conditions outlined in our returns policy.

Exchanges

If you’d like to exchange an item, for example, for a different colour, please return the original item within 14 days of receiving it and place a new order for your preferred choice.

We only offer direct replacements for items that are faulty or damaged on arrival. If this applies to you, please get in touch within 24hrs of receiving your order so we can arrange a suitable replacement.

Questions

If you have any further questions about shipping that haven't been answered above, please get in touch at info@citrusandclay.com.