Frequently Asked Questions
Frequently asked questions
Question : Do you sell grey or parallel imported goods?
Answer : Absolutely not! The Citizen Shop only offers you authorised products at the lowest prices all with full South African product support. Due to the fact that all stock is in South Africa, delivery is speedy! Please note ... if you have purchased a grey product or products, no product support will be available to you in South Africa and you damaged item will need to go back to where it was originally purchased from. All our products come with a 1 year South African warrantee!
Question : I have bought goods from other online sites but when i have gone back for support their sites do not exist. How can i be safe that the same thing will not happen with you?
Answer : We feel your pain in this case, internet shopping can be a nerve racking experience. We have physical stores in Cape Town which have been operating for over 20 years. Feel free to contact one of our stores or call Citizen South Africa to find out about our impeccable track record as well as to put your mind at ease. Please note that if the above have happened to you, we cannot unfortunately support good which have not been purchased through ourselves so please do your homework before buying and do not just use prices as a final deal closer.
Question : What do I need to present when I accept my delivery?
Answer : You may be requested on delivery to produce your ID and / or credit card for fraud prevention purposes. Also please note deliveries will only take place during business hours unless special arrangements have been arranged.
Question : How do direct deposits work?
Answer : During the checkout process you will be prompted to select a payment method. If you select "direct deposit" you will be emailed our bank details for the deposit (please note that you will only receive this email once we have validated our stock amounts, for this reason our banking details cannot be found on the "The Citizen Shop" site). In the email which you receive from us after placing the order, "reference details" will be given. The goods will be dispatched as soon as the payment clears.
Question : How long will I have to wait for my Citizen delivery?
Answer : "The Citizen Shop" strives to fulfill orders as soon as possible. Under normal circumstances, the time it takes from when an order is placed until it is dispatched for delivery, is 3 working days. For payment by deposit, no dispatch occurs until the money has cleared.
Approximate time taken from dispatch to the receipt of goods:
• Major Centres: 1 to 2 working days (From time of dispatch)
• Regional Centres: 1 to 2 working days (From time of dispatch)
• Remote Areas: 2 to 3 working days (From time of dispatch)
You may be requested on delivery to produce your ID and / or credit card for fraud prevention purposes. Also please note deliveries will only take place during business hours unless special arrangements have been arranged.
Question : How do guarantees work?
Answer : All goods sold by "The Citizen Shop" are guaranteed by their respective supplier. Should an item become faulty within the guarantee period, simply inform "The Citizen Shop" and we will advise you on the nearest repair centre or view our "CONTACT US" page and choose the relevant watch repair centre. Please note that should any goods be tampered with by anyone besides the manufacturer's representative or should the goods be operated on outside the manufacturer's specified ranges, the guarantee falls away. Please note that you will be required to produce proof of purchase or the guarantee card.
Question : How do I track my order?
Answer : Once "The Citizen Shop" has dispatched your order, we will send you an email containing the courier tracking number for your order. (We will also include our courier contact details).
Question : How do I shop on "The Citizen Shop" website?
Answer : We have made shopping as simply as possible. Use our various search or product selection menus to find the product you require quickly and easily. Should you find anything you would like to purchase simply add it to your shopping cart. You will be taken to the checkout screen where you can either choose to checkout or continue shopping. Should you select the checkout option ... you will then be asked for to enter in your delivery details as well as make a payment type selection.
Question : How do returns work?
Answer : Should an item not meet with your satisfaction for whatever reason you may return the goods to "The Citizen Shop" within seven days of receipt. You will then get a full refund less all direct costs incurred by "The Citizen Shop" associated with the order such as actual delivery costs. The goods must be returned with all packaging, documentation and be undamaged in any way. A written reason for the cancellation must accompany the returned goods.
Question : Can i cancel my order? What happens if I am not happy with the product i receive?
Answer : You have 7 days the "day after" the day that the goods are received under the distance selling act from arrival of the goods to cancel your contract. The goods must be returned to us in the condition they were despatched, complete with all packaging and in a re saleable state. The goods remain YOUR responsibility until they are received and signed for by us.
If an order is cancelled/returned, a 10% handling fee will be levied to cover processing/handling fees.
If an unwanted product is returned and exchange for a different product, the customer will be charged or refunded any price difference plus return shipping.
Question : What happens if the item i purchase is out of stock?
Answer : Should the situation arise that stock you have placed an order for is unavailable within the usual delivery period, "The Citizen Shop" will contact you and notify you of the situation. You will then be given the option of canceling or amending the order or waiting for new stock to become available.
Question : I placed a direct deposit order but I cannot find the banking details or a fax number?
Answer : Do not sweat, an email containing our banking, fax details as well as an order number will be supplied to you as soon as product availibility has been confirmed.
Question : How do I contact "The Citizen Shop" and what are your trading hours?
Our trading hours are Monday to Friday : 9am - 5pm (Excluding public holidays and Weekends)