FAQ

  • Shipping Policy

    Processing:

    All orders are handcrafted and typically processed and shipped within 7-14 business days of the order date, excluding weekends and holidays. We make every effort to fulfill orders as quickly as possible.

    Shipping Rates:

    Shipping charges for your order will be calculated and displayed at checkout. We offer various shipping options to provide flexibility, allowing you to choose the shipping method that best suits your needs.

    Shipping Methods:

    We currently offer the following shipping methods:

    Standard Shipping: Estimated delivery within 7-14 business days.

    Please note that these delivery times are estimates and may vary depending on factors beyond our control, such as customs processing and holidays.

    International Shipping:

    We gladly offer international shipping. International customers are responsible for any additional fees imposed by customs, including tariffs and duties.

    Order Tracking:

    Once your order has shipped, you will receive a shipping confirmation email containing a tracking number. The tracking information will be available within 24-48 hours after the order has shipped.

    Lost or Stolen Packages:

    We are not responsible for lost or stolen packages. If you believe your package has been lost or stolen, please contact the carrier and file a claim. We recommend adding insurance protection to your order.

    Address Accuracy:

    Please ensure that the shipping address provided during checkout is accurate. We are not responsible for orders shipped to incorrectly provided addresses.

    Delivery Issues:

    If there are any issues with your delivery, please contact us at help@citicustoms.com with your order number, and we will do our best to assist you.

    Shipping promotions:

    From time to time, we may offer free shipping promotions. These promotions may change, and details will be provided on the website during the promotion period.

    Questions:

    If you have any questions about our shipping policies, please contact us at help@citicustoms.com

    Thank you for choosing Citi Customs

  • Returns and Exchanges Policy

    We want you to be completely satisfied with your purchase from CC. If for any reason you are not, we are here to make the return process as smooth as possible.

    Return Eligibility:

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    Customized or personalized items are not eligible for return unless there is a defect or error on our part.

    Initiating a Return:

    To initiate a return, please [contact us / visit our returns portal] within 2 days of receiving your order. Please provide your order number, pictures and details about the product you would like to return. We will respond promptly with instructions on how to proceed.

    Return Shipping:

    Customers are responsible for the cost of return shipping unless the return is due to an error on our part or a defective item. We recommend using a trackable shipping service to ensure that your return is received.

    Refunds:

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days.

    Exchanges:

    We do not offer exchanges.

    Damaged or Defective Items:

    If you receive a damaged or defective item, please [contact us] within 1-2days of receiving your order. We will arrange for a replacement or refund.

    Questions:

    If you have any questions about our returns and exchanges policy, please [contact us at help@citicustoms.com

    Thank you for shopping with CC! Your satisfaction is our priority.

  • Damaged Furniture Items - Returns and Exchanges Policy

    At Citi Customs, we strive to deliver furniture that meets the highest standards of quality. We understand that despite our best efforts, damages can occur during transit. Rest assured, we are here to assist you with any concerns regarding damaged furniture items.

    Receiving a Damaged Item:

    If you receive a furniture item that is damaged or defective, please [contact us within 1-2 days of receiving your order. Provide your order number and clear images and video of the damaged item and packaging. Our team will review your case promptly.

    Return Process for Damaged Items:

    Upon approval of your damaged item claim, we will guide you through the return process. In most cases, we will arrange for the return shipping at no additional cost to you.

    Options for Resolution:

    Replacement: If a replacement is available, we will ship it to you promptly.

    Repair: In some cases, we may offer repair services for minor damages, ensuring your furniture item is restored to its intended condition.

    Refund: If a replacement or repair is not possible, we will issue a full refund for the damaged item.

    Return Shipping:

    Customers are not responsible for return shipping costs on damaged or defective items. We may provide a prepaid shipping label for your convenience.

    Timely Reporting:

    To expedite the resolution process, please report any damages within 1-2 days of receiving your order. We may not be able to process claims for damages reported after this period.

    Further Assistance:

    If you have any questions or need further assistance regarding a damaged furniture item, please [contact us at help@citicustoms.com]

    Our Commitment:

    We are committed to ensuring that you receive furniture items free from defects and damages. Your satisfaction is our priority, and we appreciate your understanding in these rare instances.

    Thank you for choosing [Your Brand Name] for your furniture needs!

  • Custom Order Policy

    At Citi Customs we understand that sometimes you're looking for that perfect piece that is uniquely yours. That's why we offer custom order options to bring your vision to life. Here's how our custom order process works:

    1. Consultation:

    Begin by [contacting us / visiting our custom order page] to discuss your ideas and requirements. Our team is here to guide you through the customization process, ensuring that your vision aligns seamlessly with our craftsmanship.

    2. Design Approval:

    Once we have a clear understanding of your custom requirements, we will provide you with a detailed proposal, including design sketches and specifications. Review and approve the design to move forward with your custom order.

    3. Pricing and Payment:

    The final pricing for your custom order will be provided in the proposal. A 50% non-refundable deposit is required to initiate the production of your custom piece. The remaining balance will be due upon completion and before shipment.

    4. Production Timeline:

    Custom orders require special attention to detail. The production timeline will be communicated to you during the design approval phase, taking into consideration the complexity of the project and our current production schedule.

    5. Regular Updates:

    We believe in transparency. Throughout the production process, we will provide regular updates on the status of your custom order. Feel free to reach out to us at any time for updates or clarifications.

    6. Final Approval:

    Before shipment, we will send you images of the completed custom piece for your final approval. Once approved, we will proceed with packaging and shipping.

    7. Shipping and Delivery:

    Your custom piece will be shipped using our standard shipping methods. You will receive a tracking number once your order has been dispatched.

    Please Note:

    Custom orders are non-refundable once the design has been approved.

    Minor variations in color, texture, and dimensions may occur in handmade and custom items.

    Any changes to the design after approval may incur additional charges and extend the production timeline.

    Contact Us:

    If you're ready to start your custom order or have any questions, please [contact us at Emanuel@citicustoms.com

    Thank you for choosing CC to bring your custom vision to life!