FAQs

 

Who is citruss?

Founded in 2005, citruss is the Arab world’s first dedicated home shopping TV channel. We are the true home of Omni-Channel retailing in the Middle East, your shopping companion and a trusted destination for shopping handpicked and tested products. Today, we are more than just the only dedicated TV shopping channel for the Middle East. A true multi-shopping platform combining TV, web, mobile and social media, which means you can shop anytime, anywhere. We are proud to have an expert Merchandising team dedicated to sourcing both exclusive and non-exclusive products from all corners of the globe. We bring you quality value products in kitchen and home, beauty, fashion, jewelry and more. Our headquarters are in the UAE, but we cater to the entire Middle East, allowing the region's viewers to receive orders right to their door.


At citruss, we are defined by our promise to “Make every buy a great buy” for all our customers.

We believe in three core values that guide our operations, expansion and customer care to ensure that we live up to this promise.


VALUE: Our Merchandising team is dedicated to sourcing the right product at the right price so that our customers can benefit from great savings.


QUALITY: Everything we do from product sourcing, selection, testing, demonstration and quality control goes through rigorous procedures and quality standards.


SERVICE: We build solid relationships with our customers on a daily basis in every call, interaction and transaction.


What kind of products can I find on citruss?

A wide range of products, many of which are exclusive to citruss and are handpicked and tested by our experts. Our categories include Kitchen, Beauty, Home, Jewelry, Fashion and Electronics. So whether you are looking for inspiration in the kitchen, the latest beauty and fashion trends or a handy electronic gadget, you can find it right here on citruss.


How much is the product?

Since we don’t have physical shops or showrooms, we are able to source great quality products at very attractive prices, not to mention our regular GOLDEN deals that offer great value and are not to be missed. You will always find new products and amazing offers to grab, so make sure to visit us regularly.


What countries are you available in?

We deliver right to your doorstep all over the Middle East in: KSA, UAE, Kuwait, Oman and Bahrain.

Our agents serve the following countries: Qatar, Egypt, Algeria, Morocco, Tunisia, Jordan and Yemen.


Where are your offices?

Our headquarters and studio are located in the UAE. We have several warehouses strategically placed in the region to be able to deliver products straight to your doorstep.

To contact our Head Office:

c/o: CITRUSS

Boutique Studio 18

Dubai Studio City, Dubai, U.A.E

P.O.Box 500605

Tel: +971 4 275 0500


Where and how can I watch citruss?

You can watch us on TV, on the smartphone App and our website. We broadcast 24/7 via satellite and on UAE and KSA TV cable providers.

TV

ArabSat at 26.0°E: Freq. 12111 MHz H SR 27500, FEC 5/6

ArabSat at 26.0°E: Freq. 11270 MHz V SR 27500, FEC 5/6

Eutelsat 8 West B at 8.0°W: Freq. 11471 V SR 27500, FEC 5/6

Du IPTV (UAE): Channel 430

MBC Drama

MBC 4

MBC Bollywood

citruss App

Download our App (Googleplay or Appstore) and click the Live link in the bottom menu to watch our streaming live channel.


citruss.com

Go to citruss.com and click on Watch us LIVE to watch our live streaming channel.


citruss App

Download our App (Googleplay or Appstore) and click the Live link in the bottom menu to watch our streaming live channel.


SHOPPING WITH citruss.


How do I place an order?

Customer Care:

Call citruss Customer Care at your country numbers or via email  customercare@citruss.com. Our friendly and knowledgeable Customer Care representatives will take your orders, fill in your contact and payment details and will answer any questions you have about the products.

citruss.com

Make your order directly online anywhere, anytime.


Do I need to set up an account to be able to make a purchase?

If you are purchasing online then yes, you need to register on citruss.com or the citruss mobile App to be able to make a purchase. This makes it easy for you to update your details and make purchases, without having to enter details again.

citruss.com

Click on Sign In (top right corner) and register using your email address and password as a New Customer.

citruss App:

Click the More menu option (bottom menu), click the CREATE ACCOUNT button and register using your email address and password.

Note that you can use the same account to log in to the App and the website.


How do I check my order status?

citruss Customer Care Center

Call your country specific citruss Customer Care or via email  customercare@citruss.com. and speak to a representative who will update you with all details on your order status.

citruss.com

1.        To check your order status, you need to first log in.

2.        Once logged in, click on your name (top right corner).

3.        Select My Account from the drop down menu.

4.        Your Account page displays all information about your orders. If your order has not been shipped, you can change your shipping address.

5.        To change your address, click on Manage Addresses and fill in your new address information.


How do I cancel an order?

citruss Customer Care Center

You can cancel your order by calling and speaking to a Customer Care representative or via email  customercare@citruss.com. . However, if your order has already been shipped, unfortunately we will not be able to cancel your order.


How do I use my shopping cart?

The shopping cart is your virtual cart where you add/remove items. By adding products to your cart, you are able to checkout and pay for all items. This makes it easy for you to view your selected items, check your total price and save for purchasing later.

citruss.com

1.        After logging in, click on the cart icon (top right corner of the page) to preview the items that are currently in your cart.

2.        You can click View and edit cart to access the items in your cart.

3.        Click on the bin icon to Remove item.

4.        Click on the pen icon to Edit item.

5.        Click PROCEED TO CHECKOUT to pay and purchase.

citruss App

1.        On the product page, either select ADD TO CART or SPEED BUY.

2.        You will then be redirected to a new page where you can log in, register or contact our Customer Care to place your order.


What is the difference between placing an order online and ordering over the phone (calling the Customer Care center)?

With both options, you will receive your order within the same time and the same way. Ordering online means you will enter all contact and payment details on our website. Over the phone, our Customer Care representative will do it for you and answer any questions you may have.


Even if you purchased an item via our website or smartphone App, feel free to call our Customer Care or via email  customercare@citruss.com.


How do I use citruss gift vouchers?

citruss Customer Care:

Call our Customer Care representative to place your order and give them the gift voucher code. They will inform you of the final price, after the voucher value is deducted.


citruss.com

1.        Login to your account.

2.        Add a product to your cart.

3.        Click on the cart icon then click on View and edit cart.

4.        Go down to the Apply Discount Codes section.

5.        Enter the gift voucher or promotional code and click APPLY Discount.

6.        Your new price will be displayed, after the voucher value.

Please note that gift vouchers are not applicable on GOLDEN deal items or items already on discounts/offers.


citruss App

1.        Select the product you wish to buy.

2.        Go to the Checkout page.

3.        Enter the gift voucher or promotional code in the Order Review page.

4.        Proceed with payment.


SHIPPING & DELIVERY


Where do you deliver?

We currently deliver all across the Middle East and North Africa. Items purchased will be delivered right to your doorstep. citruss does not deal or provide any services or products to OFAC countries, in accordance with the law of UAE..


How long does it take for my order to be delivered?

All shipped items are delivered within 4 to 5 working days; the delivery timelines might vary, subject to product availability.

Your order may take more than 5 days in the following situations:

  • You failed to answer calls from the courier company to arrange delivery

  • You are staying in a remote area outside of the city.


Can I postpone my delivery and how?

Yes you can. We will be happy to postpone your delivery up to 15 days. Please get in touch with our Customer Care team to assist you with this matter.


What if the item I received was damaged?

1.        We guarantee exchanges and/or returns within 7 days of receiving the package.

2.        Keep the original invoice, as you will need to send it in with the product.

3.        Repack all contents in their original packaging box with all parts.

4.        Contact citruss Customer Care or send email to customercare@citruss.com. to arrange a free pick-up of your damaged item.

5.        We will exchange the item if it is in stock.

Check our Return & Exchange policy to know more.


How can I change my delivery address?


citruss Customer Care:

Simply call your country Customer Care number or via email  customercare@citruss.com and our representative will take your new address details.


citruss.com

1.        Log in to your citruss account.

2.        Click on your account name (top right).

3.        Select MY ACCOUNT from the drop down menu.

4.        Go down to the Address Book.

5.        Go to Additional Address Entries section.

6.        To add a new address, click Add New Address and fill the form.

7.        To edit your existing address, click Edit Address and edit your details.

8.        To delete your current address, click Delete Address.


citruss App

1.        From the bottom menu go to More.

2.        Click on your account name on the top of the page.

3.        Go to My Addresses.

4.        Edit your current address or add a new one.


How do I track my shipment?

Aramex handles delivery to the UAE, KSA, Kuwait, Oman and Bahrain.

You will receive an SMS with your ARAMEX shipment number once an order is made and your order is due for shipping.

To track your shipment, go to www.aramex.com, enter your shipping number and click on Track.

For other MENA countries, shipping is handled by your local shipping company.

Alternatively, call the citruss Customer Care at any time and we will provide you with the status of your shipment.


My order is still not here, what do I do?

The delivery time depends on your country. The average time of delivery is between 4 to 5 working days. You can get in touch with our Customer Care to follow up on your order.


Why is the courier company trying to call me?

We partner with the region’s top courier companies to ensure your product is delivered on time right to your doorstep. The courier company will contact you to either schedule a delivery day/time or to a pick up a product that you wish to return. Please ensure you give them the relevant details to ensure timely delivery.


How are the shipping fees calculated?

Aramex shipping fees are calculated based on volumetric weight per country. This means that the fees differ according to your country, city  and the weight of the product.



When and how will my order be delivered?

After placing your order, the next working day our delivery partner will contact you to schedule a delivery date and time. The delivery will take between 4 to 5 working days depending on the product availability and your country.


RETURNS & EXCHANGES


I received a defective/damaged item, can I exchange it?

Of course! In case the item you received is damaged or defective, you can return an item in the same condition as you received it with the original box and/or packaging intact and we will exchange it for you.


I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received it and in the original box and/or packaging intact. Once we receive the returned item, we will  arrange the replacement for you


When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

  • Return request is made outside the specified time frame of 7 days from delivery.

  • Product is used, damaged or not in the same condition as you received it.

  • Specific categories like beauty creams, innerwear and lingerie.

  • Defective products which are covered under the manufacturer's warranty.

  • Any consumable item which has been used or installed.

  • Products with tampered or missing serial numbers.

  • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.

  • Fragile items or hygiene related items.

  • Gifts received with purchase.


Can I return Clothing & Fashion accessories?

You can return any Clothing item or Fashion accessory within 7 days as long as the item is:

  • not listed in the Non-Returnable List.

  • in the same condition as received and with the original packaging box and tags attached.


What are the non-returnable items that cannot be returned?

When the offer states specifically that the items cannot be returned

Items that fall into the below product types:

  • Shapewear

  • Beauty products and fragrances

  • Skin creams

  • Hair creams/oils

  • Make-up


How long does it take the courier to collect the returned items?

Typically, Courier representative will contact you within 4-5 days from the day you requested a return. However, it might take longer if:

  • You failed to answer calls from the courier company to collect the product from you

  • You are staying in a remote area outside of the city


Can I schedule time with the courier to return an item?

At the moment, you will not be able to contact the courier company directly, however, you can call our dedicated hotline at any time to follow up on your request.  Once the courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.


Can I return my item after 7 days?

There may be situations in which you are not able to return items within the 7 days, in such cases please contact our Customer Care Team on your country numbers or via email  customercare@citruss.com.  to file a complaint. Complaints are handled on a case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.


How can I receive a refund if I paid by Credit Card?

If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on the individual’s bank process.


I paid through Cash on Delivery, how will I receive a refund for my item?

If you have paid through Cash on Delivery (COD), the money would be refunded in the form of citruss credit and will be credited to your citruss account balance. From your citruss account balance, you can easily make new purchases on citruss.


I lost the original packaging in which I received the item, how can I still return it?

We accept return of items only if they are unopened, in their original box and/or packaging intact with all labels and barcodes on them. If you do not have the original packaging, please contact our Customer Care Team on your country numbers or via email  customercare@citruss.com.


Can I return an item through my courier company or personally drop it anywhere?

At the moment, the item can be returned to us only though one of our assigned courier services. You can drop the item at our assigned courier company only after you call our customer care and get a reference number.


Who pays for the shipping charges when I return an item?

You can return an item for free within 7 days from delivery date, and we will cover all the shipping charges.


PAYMENT


What payment methods does citruss offer?

To make your shopping experience convenient and enjoyable, you can pay using:

·         Cash on Delivery (COD)

·         Credit Card - Visa, MasterCard

·         PayPal

·         Sadad (for our KSA customers only)


Is citruss.com trusted for online payments?

It certainly is 100% secure. We actually use industry-leading encryption standards. This encrypts the data you provide to us, and ensures it is safe and not accessible to any third party. From your side, the only thing you have to do is to make sure that your password is secured. Your data is only used to process orders and to serve you better. It will be under no circumstances disclosed to any third party.


My credit card details were rejected. What can I do?

If you’ve tried to place an order but payment is not being processed, it might be something to do with your credit card or bank. You can use COD for this order, as it requires no extra details and you can use your credit card for the next time you order. Please check with your bank to ensure no issues with your next order.


Does citruss accept debit cards?

We accept payment through debit cards, but this will depend on your bank. Please check that your bank allows you to make online payments with your debit card before placing your order.


What is the difference between COD and shipment fees?

Cash On Delivery (COD) means that you will pay the price of the product in cash when you receive it. Using COD as a payment method implies an Aramex COD fee, in addition to the shipping fees charged by Aramex. The shipment fee (shipping fees) is the amount you pay to the courier company (Aramex) for delivering the product. The courier company shipment fees vary depending on product weight and dimensions, as well as the country we are shipping to.


MY ACCOUNT


How do I create an account with citruss?

citruss.com

1.        Click on Sign in in the top right.

2.        Click CREATE AN ACCOUNT.

3.        Complete the registration form.


citruss App

1.        Click More from the bottom menu.

2.        Click SignUp / Login on top.

3.        Complete the registration form.


How do I change my citruss password?


citruss.com

You need to be logged in to change your password.

1.        Click on your name located in the top right menu.

2.        Select My Account from the drop menu.

3.        From Account Dashboard go to Account Information.

4.        Go down and click on Change Password. Now you can create a new password.


citruss App

1.        Sign in to your account.

2.        Click on More from the bottom menu.

3.        Go to your account in the top.

4.        Click My Profile.

5.        Go down and click Change Password.


OTHERS


Can I contact citruss presenters?

Of course, you can. Our presenters are available on our Facebook page. Send your question via Facebook and our presenter will reply to you.


I filed a complaint and still nothing has happened. What do I do?

Upon filing a complaint, a reference number will be automatically generated and sent to you. Please contact our Customer Care team, provide them with the reference number and they will update you on your complaint status.


I need to speak directly to someone from citruss, what do I do?

Please don’t hesitate to contact us any time. Click here to access our Contact Us page to check your country’s number. You can also email us via:customercare@citruss.com.