Frequently Asked Questions (FAQ)
Find Answers to Common Inquiries About Our Products and Policies.
Q: How can I place an order?
Q: How can I place an order?
A: Browse our collection, select your favorite items, add them to your cart, and proceed to checkout. Follow the instructions to complete your purchase.
Q: What payment methods do you accept?
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, PayPal, and other secure payment options available at checkout.
Q: Where do you ship to?
Q: Where do you ship to?
A: We currently ship in Australia and New Zealand. International shipping coming soon!
Q: How long does shipping take?
Q: How long does shipping take?
A: Delivery times vary depending on your location:
- 3 to 5 Business Days for locally sourced Australian Clothing
- 5 to 11 Business Days for Imported European Style
Q: Can I track my order?
Q: Can I track my order?
A: Yes, once your order is processed, you will receive a tracking number via email. You can use this number to track your package.
Q: Why are some items shipped separately?
Q: Why are some items shipped separately?
A: To ensure faster delivery, some items may be shipped directly from different warehouses. You will receive separate tracking information for these shipments.
Q: What is your return policy?
Q: What is your return policy?
A: We accept returns within 14 days of delivery. Items must be unused, in their original packaging, and in resaleable condition.
Please note: We do not accept return and issue refund on sizing issue. However, we will happily provide a size exchange at no cost.
Q: How do I start a return?
Q: How do I start a return?
A: Contact us with your order number and reason for the return. We’ll provide you with further instructions.
Q: Do I have to pay for return shipping?
Q: Do I have to pay for return shipping?
A: No, it is completely free!
Q: When will I receive my refund?
Q: When will I receive my refund?
A: Refunds are processed within 5-7 business days after we receive and inspect the returned item.
Q: Where do your products come from?
Q: Where do your products come from?
A: We work with local Australian manufacturers and wholesalers for our curated Australian collection.
We also source product for our European style from global suppliers.
Q: How do I know what size to order?
Q: How do I know what size to order?
A: Each product page includes a detailed size chart to help you find the perfect fit. If you’re unsure, feel free to reach out to us for assistance.
Q: Are the items true to the pictures?
Q: Are the items true to the pictures?
A: Yes, we strive to ensure the product images accurately represent the items. However, slight variations in color may occur due to lighting or screen settings.
Q: Do you offer discounts or promotions?
Q: Do you offer discounts or promotions?
A: Yes, we frequently run special discounts and promotions! Sign up for our newsletter to stay updated.
Q: Do you offer gift cards?
Q: Do you offer gift cards?
A: Yes, digital gift cards are available and make the perfect gift for any occasion!
Q: How can I contact you?
Q: How can I contact you?
A: Use the contact form on our website, hit that small chat icon or email us at contact@citrinecipher.com. We aim to respond within 2 to 12 hours