Our Most Frequently Asked Questions
Returns and Exchanges
Can I return my product for an exchange or refund?
If your items have not been personalized, you can get in touch with customer service on WhatsApp +971 58 501 6556 or by email contact@glowbycitron.com and share your order number (5 digits OL-XXXXX) and they will discuss the return and arrange a refund or exchange. If your product has been personalized, we are not able to accept a return.
I have purchased a water bottle and it’s leaking.
Our water bottles are designed to be leakproof when the straw of the lid is closed properly. If you are still having a problem with leaks when the straw is closed, we will happily exchange the lid for you.
I purchased a Glow By Citron product from another retailer. It seems to be broken. Can you help?
You can a file a claim with us on this link: claimlane. Please provide your order number, a description of the damage and attach pictures showing the product and the defect so the claim case can be assessed. The claim is open to all purchases made through www.citron.ae or from other retailers.
I purchased a Glow by Citron product around 10 days ago and it is not working anymore, can I return it?
We’re so sorry to hear there might be an issue with your item. We do offer returns and exchanges on non-personalized Citron products within 15 days of purchase. Please get in touch with our customer service team on WhatsApp +971585016556 or by email contact@glowbycitron.com to arrange. If your product is defective, they will be able to assist you with a discount code or replacement.
I got my Glow by Citron items personalized, the personalization sticker seems to be coming off, can I get it exchanged?
Once an item has been laser-personalized, the engraving cannot be changed or redone after the order is completed.
However, if you selected personalized stickers and notice that the sticker is coming off after receiving your order, we’re here to help.
Simply contact us on WhatsApp with your order number and item details, and our team will assist you with the next steps.
My delivery box is damaged, can I return the order?
If your Citron products are not damaged, we will not be able to arrange any returns.
What is the process for exchanging my Glow by Citron product?
We can only exchange items that are not personalized and have proof of purchase that is under 15 days. If your item is not personalized and was purchased within the previous 15 days, then the exchange/return process usually takes around 7 to 14 days.
As soon as we have received and accepted the returned items, the refund will be issued. Please be aware that the refund will be credited to the credit card originally used for purchase of the items, minus taxes or import duties, if any.
The return shipping cost must be paid by you and is not covered by Citron. The return is at your own risk, and therefore we recommend that you keep a postage receipt with tracking number, to prove that the package was sent, if it gets lost in mail.
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 my order will be delivered?
We typically deliver within 2-3 days of an order being placed. Please allow for an additional day in the case of product personalization.
I need my order urgently. Can you deliver tomorrow?
If you need your items in a rush, you can convert your order to be picked up from our flagship store in Time 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 guy with my order, can I re-schedule delivery?
Of course, we can reschedule your delivery for the next day.
How can I follow up on the status of my order?
Please contact our customer service on WhatsApp +971585016556 or by email contact@glowbycitron.com and have your OL number ready (5 digits OL-XXXXX) and we can help you with the status of your order.
How can I track my order?
You should have received a tracking link with your order when you arranged delivery. If you don’t have a link, please contact customer service on WhatsApp +971 58 501 6556 or by email contact@glowbycitron.com and share your OL number with us (5 digits – OL-XXXXX) and we will give you an updated tracking link immediately.
Delivery (Worldwide)
How can I track my order?
Each order confirmation email/SMS will have a DHL tracking number on it. Simply head to https://www.dhl.com/ae-en/home/tracking.html, input your 10 digits tracking number and you will be able to track your order.
How long it will take to get my order?
Our worldwide delivery times are between 3 and 7 working days.
Are there any standard shipping charges if I live outside the UAE?
The shipping charges may differ according to the weight of your order. The shipping charges will reflect at checkout. However, we have free GCC shipping on all orders of AED 500 or more.
Can I pay for my order with cash on delivery if I live outside the UAE?
For international deliveries, we are not able to offer a COD option.
Why do I need to share my postal code as I don’t live in the UAE?
Our worldwide delivery partner requires a postal code in order to deliver to all countries outside the UAE, except Qatar.
General FAQs
I want to cancel my order
We can only cancel orders that have not been personalized or shipped. If your order was not personalized and hasn’t yet been shipped, please contact our customer service team on WhatsApp +971 58 501 6556 or by email hello@citron.ae and include your OL number (5 digits OL-XXXXX) and one of our representatives will arrange your cancellation.
Why my discount code is not working?
Our discount codes are applicable on full priced items for a minimum spend limit of AED 100 unless otherwise specified. They are not applicable on discounted items. If this is not the case, please get in touch with customer service on WhatsApp +971 58 501 6556 or by email hello@citron.ae for assistance.
I bought Glow product from another store; can I get it personalized?
Yes, absolutely! If you purchased your Citron product from another retailer, you can still get it personalized for free.
Simply contact us on WhatsApp and share your product details, and our Citron team will be happy to help you with the personalisation process.
Where else can I shop Glow products apart from your website & flagship store in the UAE?
We are extremely proud of our wide range of retail partners. You can shop Glow By Citron products across the UAE in stores such as Mamas & Papas, Pottery Barn, Crate&Barrel, Virgin Megastore, Borders, Lifestyle, Mumzworld and Firstcry.
Product FAQs
Are Glow by Citron water bottles insulated?
Yes. Our Glow Up water bottles are triple insulated to keep drinks cold for up to 24 hours. Designed for all-day performance — whether at work, workouts, school runs or on the go.
Do Glow bottles and tumblers have a ceramic lining?
Selected products including our 750ml Duo Sips, insulated tumblers and coffee mugs feature a ceramic inner lining.
Why it matters:
- Preserves pure taste
- No metallic aftertaste
- No plastic taste
- Enhances your everyday drinking experience
How long do Glow tumblers and coffee mugs keep drinks hot?
Our insulated tumblers and coffee mugs are designed to keep drinks hot for several hours while maintaining temperature and freshness. Performance may vary depending on external conditions and lid use.
Are Glow by Citron products leak-proof?
Yes. Our water bottles and tumblers are designed with secure, leak-resistant lids for everyday use.
However, we recommend ensuring the lid is properly sealed and avoiding storing bottles upside down with hot liquids.
Are Glow products BPA-free and safe?
Absolutely. All Glow by Citron products are made from:
- 304 food-grade stainless steel
- BPA-free, phthalate-free, non-toxic materials
- LFGB & FDA compliant components
Safety and quality are at the core of our design.
Are Glow by Citron products leak-proof?
Yes. Our water bottles and tumblers are designed with secure, leak-resistant lids for everyday use.
However, we recommend ensuring the lid is properly sealed and avoiding storing bottles upside down with hot liquids.
Still have questions?
If you have other questions left unanswered, don't hesitate to reach out to us by using our contact form or at contact@glowbycitron.com