Glow by Citron FAQs
Returns and Exchanges
Can I return my product for an exchange or refund?
Yes, if it hasn't been personalised. Contact customer service on WhatsApp +971 58 501 6556 or by email at contact@glowbycitron.com with your order number (OL-XXXXX) and we'll arrange a refund or exchange. Personalised products can't be returned.
I have purchased a water bottle and it’s leaking.
We'll exchange the lid. Our bottles are leak-proof when the straw or lid is closed properly; if yours still leaks when closed, contact us and we will happily replace the lid.
I purchased a Glow by Citron product around 10 days ago and it is not working anymore, can I return it?
Yes. We accept returns and exchanges on non-personalised Glow by Citron products within 15 days of purchase. Contact us on WhatsApp +971 58 501 6556 or at contact@glowbycitron.com; if the product is defective we can offer a replacement or a discount code.
I got my Glow by Citron items personalised and the sticker is coming off. Can I get it exchanged?
Yes for stickers, no for engraving. Laser engraving can't be changed or redone once the order is complete, but if a personalised sticker is coming off, message us on WhatsApp with your order number and item details and we'll help.
My delivery box is damaged, can I return the order?
No, not if the products inside are undamaged. We can only arrange a return when the products themselves are damaged.
What is the process for exchanging my Glow by Citron product?
Exchanges take around 7 to 14 days. We can exchange items that are not personalised and were bought within the last 15 days, with proof of purchase.
Once we receive and accept the returned items, the refund goes back to the card used for the purchase, minus any taxes or import duties.
Return shipping is paid by you and is at your own risk, so keep a postage receipt with a tracking number.
RETURN ADDRESS
Att: Citron Trading LLC
Warehouse C9, Opposite Jotun Paints
Al Quoz Industrial 2
Dubai
United Arab Emirates
Phone number: +97145477837
Delivery (UAE)
When will my order be delivered?
2–4 business days in the UAE, plus 1 day for engraving. Delivery is free on every order, with no minimum spend.
I need my order urgently. Can you deliver tomorrow?
Yes, if you collect it. You can switch your order to pick-up from our flagship store in Times Square Center or from our warehouse: Warehouse C9, opposite Jotun Paints UAE, Al Quoz Industrial 2, PO Box 392457, +971585016556.
I missed the call from the delivery driver. Can I reschedule delivery?
Yes. We can reschedule your delivery for the next day.
How can I follow up on the status of my order?
On WhatsApp +971 58 501 6556 or by email at contact@glowbycitron.com. Have your order number (OL-XXXXX) ready.
How can I track my order?
With the tracking link sent when your delivery was arranged. If you don't have it, contact us on WhatsApp +971 58 501 6556 or at contact@glowbycitron.com with your order number and we'll send an updated link.
Delivery (GCC and worldwide)
How can I track my international order?
With DHL. Your order confirmation email or SMS includes a 10-digit DHL tracking number; enter it at dhl.com.
How long will it take to get my order?
5–7 business days to the GCC (Saudi Arabia, Oman, Bahrain, Kuwait and Qatar). Delivery times for the rest of the world are shown at checkout.
Are there any standard shipping charges if I live outside the UAE?
It depends on the weight of your order, and the charge is shown at checkout. GCC delivery is free on orders from AED 500.
Can I pay for my order with cash on delivery if I live outside the UAE?
No. Cash on delivery isn't available for international orders.
Why do I need to share my postal code if I don’t live in the UAE?
Because our worldwide delivery partner needs a postal code for every country outside the UAE, except Qatar.
General FAQs
I want to cancel my order
You can, if the order hasn't been personalised or shipped. Contact us on WhatsApp +971 58 501 6556 or at contact@glowbycitron.com with your order number (OL-XXXXX) and we'll cancel it.
Why is my discount code not working?
Usually because the item is already discounted or the order is under AED 100. Discount codes apply to full-price items with a minimum spend of AED 100 unless stated otherwise. If neither applies, contact us on WhatsApp +971 58 501 6556 or at contact@glowbycitron.com.
I bought a Glow product from another store. Can I get it personalised?
Yes, for free. Message us on WhatsApp with your product details and we'll arrange the personalisation.
Where else can I shop Glow products apart from your website and flagship store in the UAE?
Mamas & Papas, Pottery Barn, Crate & Barrel, Virgin Megastore, Borders, Lifestyle, Mumzworld and FirstCry all stock Glow by Citron in the UAE.
Product FAQs
Are Glow by Citron water bottles insulated?
Yes. Every bottle, tumbler and mug uses double-wall vacuum insulation. It keeps drinks cold for up to 24 hours and hot for up to 12 hours.
How long do Glow by Citron bottles keep drinks cold or hot?
Cold for up to 24 hours and hot for up to 12 hours, with the lid closed.
Do Glow bottles and tumblers have a ceramic lining?
Yes, selected products do: the 750ml Duo Sip bottles, the insulated tumblers and the coffee mugs. The ceramic inner lining preserves pure taste, with no metallic or plastic aftertaste.
What's the best insulated tumbler for Pilates class?
The Glow by Citron Insulated Tumbler. Double-wall vacuum insulation and a ceramic-lined interior keep water cold through a full session without sweating onto your mat bag, and the spill-proof lid stays sealed while you move.
What's the best water bottle for Hyrox training that won't leak in my gym bag?
The 900ml. It holds enough water for a full Hyrox session, has a leak-proof lid and keeps water cold for up to 24 hours.
How long do Glow tumblers and coffee mugs keep drinks hot?
Up to 12 hours with the lid closed.
Are Glow by Citron products leak-proof?
Yes. Our water bottles and tumblers have secure, leak-resistant lids for everyday use. Make sure the lid is properly sealed, and avoid storing bottles upside down with hot liquids.
Why is my water bottle wet on the outside — is it leaking?
No, wetness on the outside of a bottle is condensation, and it happens when a bottle has no sealed vacuum between its walls. Glow by Citron bottles use double-wall vacuum insulation, so the cold drink never touches the outer wall and the outside stays dry. Any moisture on a Glow bottle is a spill, not a defect.
Are Glow products BPA-free and safe?
Yes. All Glow by Citron products are made from 304 food-grade stainless steel with BPA-free, phthalate-free, non-toxic materials and LFGB and FDA compliant components.
More Frequently Asked Questions
What sizes are available?
320ml to 900ml: 320ml and 450ml coffee mugs, 350ml, 500ml and 750ml water bottles, and 600ml and 900ml tumblers.
What's the best bottle for Hyrox or HIIT training?
750ml for 45–60 minute classes, and the 900ml for longer Hyrox sessions.
What's the best bottle for Pilates and yoga?
A 500ml insulated bottle. Its slim shape and quiet lid suit a 45–60 minute class without adding bulk on the mat.
What is double-wall vacuum insulation?
Two layers of 304 stainless steel with a vacuum between them. The vacuum blocks heat, so drinks stay cold for up to 24 hours or hot for up to 12 hours, and the outside doesn't sweat.
Does the bottle cause flavour transfer?
No. The 18/8 stainless steel body and the ceramic inner lining on tumblers and mugs stop flavours and odours carrying over from one drink to the next, even when you switch between coffee and cold water.
How do I clean an insulated tumbler?
Hand-wash the lid and straw daily with warm soapy water, and clean the body with a bottle brush. Avoid abrasive scrubbers on the ceramic lining.
What's the best hydration setup for desert camping?
A 900ml insulated tumbler per person, plus a backup supply in the vehicle, for a full day or overnight trip. Glow by Citron insulation keeps water cold for up to 24 hours.
Can I build a custom hydration set?
Yes. Choose a bottle size, a tumbler and an optional mug in a matching colour, and add free engraving for a personal or gift set.
What's included in a gift set?
A bottle, a tumbler and coordinated packaging, with the option to add a ceramic-lined mug and personalised engraving.
Do you offer corporate or bulk gifting?
Yes. Glow by Citron offers corporate and bulk gifting with logo engraving, from 25 units, with branded packaging options for teams and events.
Does Glow by Citron ship across the GCC?
Yes, to Saudi Arabia, Oman, Bahrain, Kuwait and Qatar, in 5–7 business days. Delivery is free on orders from AED 500.
Is UAE delivery free?
Yes, on every order, with no minimum spend. Standard delivery takes 2–4 business days.
