Refund policy

We want you to be completely satisfied with your purchase from Citrine & Cipher. If something isn’t right, we’re here to make it better.

Return Window

You have 14 days from the date of delivery to request a return.
After this window, unfortunately, we’re unable to process returns.

Eligible Returns

Returns are only accepted under the following conditions:

  • You received a damaged, defective, or wrong item

  • You received an incomplete order

  • The item is unworn, unused, in its original packaging with tags attached

  • You have proof of purchase

To request a return, email us at: contact@citrinecipher.com
Include your order number and a photo of the issue (if applicable).

Do not send items back without contacting us first — they will not be accepted.

Exchanges for Incorrect Sizes

We do not accept returns for sizing issues, but we’re happy to send a size exchange (if available) at no additional cost. Please contact us with your request, and we’ll assist you promptly.

Non-Returnable Items

We do not accept returns for:

  • Gift cards

  • Custom or personalized orders

  • Intimates or hygiene-sensitive items (e.g. swimwear, bodysuits, beauty products)

  • Hazardous materials or flammable goods

Return Shipping

If your return is approved, we’ll provide you with:

  • A return shipping label

  • Instructions for sending your item to:
    176 Cowabbie St, Coolamon, NSW 2701, Australia

Refunds

Once we receive and inspect your return:

  • If approved, we’ll issue a full refund to your original payment method within 10 business days

  • You’ll receive a confirmation email once processed

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at contact@citrinecipher.com