Shop Policies

Policy Page

Contact and Issue Resolution

• If there are any issues with your items, please contact us within 7 business days from the delivery date.
• We do not issue refunds but offer store credit, which does not expire.
• After 30 days from delivery, we cannot address any issues or concerns unless they have been previously discussed.
• Prompt communication is essential for resolving any issues.

Store Credit

• Store credit does not expire and can be used for future purchases.

Shipping

• We process and ship orders within 1-4 business days.
• We have a $8 flat rate shipping on orders under $100

TikTok Live Sales

• Invoices for TikTok Live sales are posted within 24 hours of the live event.
• Payments are due within 48 hours of invoice posting.
• If you wish to keep your basket open but cannot complete the full payment immediately, a $20 non-refundable deposit is required.
• You must message us with your payment plan if you need to delay the full payment.
• We are willing to work with you as long as there is clear and consistent communication.
• If there is no communication from you for 2 weeks, your basket will be considered abandoned.

 

 

Vintage Jewelry

• All vintage jewelry is sterling silver 925 or higher, unless otherwise stated.
• Vintage indicates that the piece has been previously owned; light wear can be expected.
• All jewelry has been cleaned, sanitized, and energetically cleansed.
• Silver may be polished, but in most cases, the patina is kept in its “vintage” state.
• If a stone or precious gemstone has been identified to us, we will identify it; otherwise, it will be stated as an unidentified stone/precious gemstone.
• Silver content may be tested; even if stamped “925,” it might be a higher percentage of silver.
• Unstamped pieces will have their silver content stated if tested.
• We do our best to point out any imperfections.
• Although we have a “no return policy” on our jewelry, please contact us if there are any issues, and we will do our best to make it right.
• Please contact us with any issues within 7 days after delivery.

 

Return & Refund Policy on Clothing

Because each item is made to order, we do not keep inventory on hand. For this reason, we are unable to accept returns or exchanges due to buyer’s remorse, ordering the wrong size, or personal preference. Please review the size charts and product details carefully before placing your order.

Damaged or Misprinted Items

If your order arrives damaged, misprinted, or defective, please contact us within 7 days of delivery.
Email us at citrinesouthbay@gmail.com with:

• Your order number

• A brief description of the issue

• Clear photos of the product and the problem

Once confirmed, we’ll gladly send a replacement at no extra cost or issue a refund.

Wrong Size or Change of Mind

If you ordered the wrong size or would like to make a change after receiving your item, we are unable to accept returns. However, we’re happy to offer a [15%–20%] discount on a replacement order for the correct size.
To request a size discount code, please email us within 7 days of receiving your order.

Undeliverable Addresses / Returned Shipments

If an order is returned due to an incorrect or insufficient address provided by the customer, the reshipment cost will be the customer’s responsibility.

Non-Refundable Items
All items are made to order and are non-refundable except in cases of misprint, damage, or defect.

 

Additional Notes

• We strive to offer excellent customer service and are here to help with any concerns. Clear communication ensures a smooth and satisfying shopping experience for everyone.