Refund policy

At Citrine Footwear Ltd, we value customer satisfaction and aim to provide a fair and transparent return process. Please read this policy carefully before making a purchase.

Return Eligibility

Customers may request a return within 40 calendar days of receiving their order.

To qualify for a return, the item must:

  • Be unused, unworn, and in new condition.

  • Be returned with its original packaging and any included accessories.

  • Not show signs of damage, misuse, or alteration after delivery.

  • Be accompanied by proof of purchase or a valid order confirmation.

Eligible Products

This policy applies to products sold by Citrine Footwear Ltd, including:

  • Brogue Shoes

  • Shoe Laces

  • Shoe Soles

  • Socks

Only products in new condition are eligible for return or exchange.

Non-Returnable Items

Returns may not be accepted for:

  • Products that have been worn or used.

  • Items damaged due to misuse or improper handling.

  • Products returned without original packaging.

  • Items returned without proof of purchase.

  • Products that have been modified or altered after delivery.

How to Request a Return

To begin a return, please contact our customer support team with your order number and reason for the request.

Email: support@citrinefootwearltd.co.uk

Once your request has been reviewed, we will provide instructions for completing the return process.

Returns sent without prior authorization may not be accepted.

Return Shipping Costs

Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item so we can evaluate the issue and resolve it promptly.

We do not charge any restocking fees for eligible returns. Customers are responsible for return shipping costs unless the return is due to our error, such as receiving the wrong item or a defective product.

Refund Process

After your returned item is received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method used during checkout within 3 business days.

Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us as soon as possible after delivery.

Providing photographs of the product and packaging will help us investigate the issue and arrange an appropriate resolution.

Exchanges

Eligible products may be exchanged subject to stock availability.

For exchange requests, please contact our customer support team before returning your item.

Late or Missing Refunds

If your refund has been approved but you have not yet received it, please first check with your bank or payment provider, as processing times may vary.

If further assistance is required, please contact our support team.

Contact Information

Business Name: Citrine Footwear Ltd

Company number : 09248184

Address:

Unit B, 50 Derby Street, Manchester, England, M8 8HF,United Kingdom

Phone: +44 161 839 9888

Email: support@citrinefootwearltd.co.uk

Business Hours(GMT+00:00)

Monday – Friday: 9:30 AM – 6:00 PM
Saturday: Closed
Sunday: 11:30 AM – 3:00 PM

We appreciate your trust in Citrine Footwear Ltd and are committed to providing a professional and reliable shopping experience for every customer.