See our commonly asked questions
You can return your watch within 28 days of receipt if you are not completely satisfied with your new purchase. Once we receive your return it may take up to 14 days to be processed by our Citizen Customer Care Team.
Your watch should be unworn and in the original condition which you received it, including its original packaging, labels and not uploaded with any personal data (Smartwatches only). Your watch should be returned with a copy of the order/return form, completed with a reason code and any comments.
For watches purchased through other retailers, please work with them directly. Returns are accepted for products purchased through www.citizenwatch.ie only.Returning your watch is FREE. Please re-use the postage box the watch arrived in, ensuring the re-packaging is adequate to protect the watch.
If any items are missing from the return package (including any gifts with purchase), a partial refund may be applied.
Please complete the return part of the despatch form and let us know the reason for your return.
Please include this in the box with your watch.
Your Citizen watch will be delivered with a prepaid 'An Post' returns label. Simply attach this to the outside of your parcel and take it to your local Post Office. If using the same delivery bag please ensure you cover the original delivery label.
If you need support with returning your purchase, please contact the Citizen Customer Care Team at marketing@solatrex.com.
Please keep your receipt as proof of postage.
Credit card refunds can only be credited back to the original card the order was placed with and may take up to 5 days to appear on your account.
PayPal refunds will be credited back into the PayPal account originally used and show instantly. Please remember to obtain proof of postage receipt, as we cannot be responsible for any goods lost in transit to us.
Refunds will be issued to the purchaser in the same form of payment used for the original sales transaction. Credits cannot be issued until the merchandise being returned or exchanged is received.
Should you think you have received a damaged or faulty watch please contact our Citizen Customer Care Team at marketing@solatrex.com Monday – Friday 9:00am – 5:00pm.
Every Citizen watch purchase comes with our 28 day, money-back guarantee so that you can be sure your new Citizen timepiece meets your expectations.
At this time we do not offer online exchanges. If you would like to return your watch, please follow the refund process.
Unfortunately, due to licensing issues it is not possible to ship outside of the Republic of Ireland.
Once your order has been despatched from our warehouse, it generally takes up to 3-5 working days for delivery.
Every Citizen Watch purchase will be shipped via An Post Courier Service.