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Here’s a rundown of the questions we hear the most.

We’re also here to help.


1.888.654.6520


Shipping

  • TELL ME MORE ABOUT THIS FREE SHIPPING THING.

    Orders headed to any destination within the contiguous United States (except for P.O. Boxes) ship for free – wahoo! All of our products ship via FedEx Ground from Dallas, Texas, and should arrive to you in 7 to 10 days. We also offer a Premium Shipping option that will get your goodies to you in 3-5 days, as well as a Two-Day Shipping option.

  • WHEN WILL I GET MY ORDER?

    Orders placed before 12 PM CST will ship the same day and typically take 7-10 business days to ship to you. We also offer a Premium Shipping option that will have your order arriving in 3-5 days, as well as a Two-Day Shipping option. If your order is placed on the weekend, it will ship out on the next business day.

    Once your order is on the way, we’ll send you an email with your tracking info. This email is separate from your order confirmation email, so be on the lookout for both of those emails in your inbox!

    Since all of our products are handmade in small batches, occasionally items have a delayed shipping date. You’ll see this on the product page, and we’ll remind you again in your order confirmation email. Trust us – it’ll be worth the wait.

  • WILL I GET MY ORDER BY CHRISTMAS?

    If your order is placed by Sunday, December 18th - we'll get it there by Christmas with our Free Shipping.

    If your order is placed on Monday, December 19th - we'll get it there by Christmas with our Premium Shipping.

    If your order is placed on Tuesday, December 20th - we'll get it there by Christmas with our Two-Day Shipping.

  • HOW ARE LARGE ITEMS DELIVERED?

    All of our items can be broken down and shipped via FedEx Ground. So, there’s no extra hassle with scheduling a white-glove delivery appointment. We’ll send tracking information your way as soon as it’s available. Signatures are required for orders over $500, so be on the lookout for those packages!

    Unfortunately, scheduled delivery isn’t available at this time.

  • WHERE’S MY PACKAGE?

    To find out the location of your package, take a look at the tracking info that was emailed to you. Just a reminder that this email will be separate from your order confirmation email, so be careful not to miss it!

    If you want to change the address or simply learn the whereabouts of your package, you can contact the carrier directly. Here’s the phone number for FedEx: 1-800-463-3339.

  • HOW CAN I GET MY ORDER FASTER?

    If your items are in-stock and ready to ship, we’ll happily expedite your order with two-day delivery. To see how much your order will cost to expedite, just choose expedited shipping at checkout, and the amount will automatically update.

    Heads up that orders placed on weekends will not ship until the next business day. So, with two-day delivery, your order would ship out on Monday and arrive Wednesday.

    Need it even sooner? Email assistant@the-citizenry.com, and we’ll do everything we can to get your package to you on time.

  • I LIVE IN AN AMAZING INTERNATIONAL LOCATION. WILL YOU SHIP HERE?

    Absolutely! International shipping costs for your order will automatically populate at checkout based on your order weight, volume and destination. Most orders will be shipped through USPS Priority and take 8 to 10 business days. If you haven’t received a notification 10 days after your order shipped, be sure to check with your local post office to see if any import duties or additional information is needed to complete your order. As a reminder, international orders are final.



Returns & Exchanges

  • HOW DO I RETURN AN ITEM?

    It’s easy (and free!) – just email us at assistant@the-citizenry.com, and we’ll send you a return shipping label for you to print out. You can drop your return off at any FedEx location. We’ll issue your refund as soon as we receive the return.

    Refunds are issued in the same form as the initial payment. Sometimes it can take up to 3 weeks to see the credit in your account, depending on the form of payment.

    International orders are final.

  • HOW DO I EXCHANGE AN ITEM?

    All of our products are made in small batches, so to make sure the item you’d like to purchase is in stock, we recommend that you place your order before you return your original purchase. Then just follow our quick return process and you’ll be set.



Products

  • WILL MY PILLOW INCLUDE AN INSERT?

    Yes – all of our pillows ship with a premium cotton insert, so they’re ready to style.


HOW SHOULD I CARE FOR MY…

  • Rug

    All our rugs are made from the finest natural materials. We chose pure sheep or llama wools, dye them carefully, and weave them for strength. To make sure your rug can be enjoyed for years to come, just follow these few suggestions:

    Basic care:

    • Vacuum rugs lightly.
    • Avoid direct and prolonged sunlight exposure.
    • Do not treat with stain products.
    • If a stain occurs, act quickly to prevent it from drying (see below).

    Tips for cleaning the most common household stains:

    • The most important thing is to act quickly before the stain dries.
    • If the stain was caused by liquid, use paper towels to absorb. Work gently from the edges toward the center, so the problem area does not expand.
    • For wine, coffee, tea, or blood: absorb it quickly. Then apply a solution of warm water, detergent, and white vinegar with a damp sponge. Wipe with clean cloth and let dry. If the stain persists, have it professionally cleaned.
    • For oil or wax: place a paper towel over the rug and iron on the warm setting - the oil will transfer to your paper towel. If the stain persists, have it professionally cleaned.
    • As a rule of thumb, professional dry cleaning is always the best option for stubborn or dried stains, or stains caused by lipstick, nail polish or ink.
  • THROWS & PILLOWS

    Alpaca Wool

    Never wash your throws or pillow covers - the spinning motion of a washing machine will destroy the delicate alpaca fibers. Absorb any liquid spills with paper towels or a clean cloth. Dry cleaning is the best option for removing stains or occasional cleaning.


    Sheep’s Wool

    Dry clean or gently hand wash in cold water. Line dry only. Absorb any liquid spills with paper towels or a clean cloth. For removing stains or occasional cleaning, dry cleaning is the best option.



    Find more tips here.

  • ANKOLE HORN

    Hand wash with mild soap and lukewarm water and towel dry immediately. Avoid contact with hot liquids and prolonged sunlight. Not dishwasher safe.

  • WOOD TRAY

    These beautiful trays are best used for styling rather than serving food. Clean by lightly wiping with a damp cloth, then towel dry completely. Not dishwasher safe. Do not use as a cutting or chopping surface. Avoid prolonged exposure to liquids. 

  • WOVEN BASKET

    Our baskets are sturdy, strong, and flexible, made to withstand constant use. If properly cared for, your basket will live a long life.

    Dust your woven basket on a regular basis, wiping with a damp cloth if necessary. No other cleaning should be necessary.

    Changes in temperature and humidity may cause your basket to expand and contract, which may make securing the lid difficult at times. Be patient and wait for the weather to change or remove from areas with high humidity (like bathrooms).

  • LEATHER CHAIR

    We recommend leather cleaner to keep your chair looking perfect. Be sure to test it out in a hidden spot on the chair first.

    Looking for assembly directions? Jackpot! We’ve got you covered with the instructions here:


WHAT MATERIALS GO INTO THE CITIZENRY'S…

  • THROWS & PILLOWS

    Alpaca Wool

    Our throws and pillows are made using 100% alpaca. This material is incredibly soft and warm – not to mention, it’s hypoallergenic, so this material is idea for those with allergies or sensitive skin.

    Sheep’s Wool

    For our chunkier knit throws and pillows, our artisan partners use the finest sheep’s wool, known for its extra warmth and softness. The type of sheep’s wool varies depending on the region. For example, in Argentina, our artisan partners use pure Corriedale sheep’s wool, while in Peru, our artisan partners use sheep’s wool from the Juliaca region.

  • ANKOLE HORN

    Our Ankole Horn products are made from the Ankole-Watusi breed of cattle, which is considered a sacred breed in Uganda. This horn is all ethically sourced, meaning that the horn was obtained as a by-product of the Ugandan beef industry.

  • BASKETS

    Our baskets are hand-woven using palm and banana leaves. Each one is also hand-dyed using natural dyes.

  • LEATHER CHAIRS

    Palermo Chairs

    Our chairs from Argentina are made using 100% vegetable-tanned leather that, like a fine wine, ages beautifully. For the Tripolina Chair in particular, every piece of leather is hand-selected from a nearby polo saddlery, which is the locals’ go-to place for the finest Argentinian leather.

    Aldama Chairs

    Our chairs from Mexico are made using thick, natural leather sourced from Mexico’s leather capital of Leon.

  • WOOD ACCENTS

    Our wood products from Uganda are made using Mugavu wood, a material unique to the region. It’s known for its rich grain and coloring.



A LITTLE MORE ABOUT US

  • HOW DO YOU FIND YOUR ARTISAN PARTNERS?

    We look for artisan partners who are the best at what they do. This takes a lot of research, meetings with non-profit organizations that have artisans’ best interests at heart, and time on the ground. Many of our greatest relationships have been built by traveling off the beaten path, quite literally. There isn’t a particular formula for finding great people – we simply look for people who are passionate about their craft.

  • HOW DO YOU CHOOSE COUNTRIES FOR YOUR COLLECTIONS?

    We choose places for our collections based on a brilliant natural resource and a history of craftsmanship and expertise in a certain category. We’re always looking for techniques we haven’t seen before and pieces that can be reimagined in a more modern way.

  • ARE YOUR ARTISAN PARTNERS PAID FAIRLY?

    When we first started, we set out to build a company that celebrates the people behind our products. Our name is a reflection of the collective of artisans who craft our collections. To make sure our artisan partners receive the best prices for their skills, we compensate our partners under fair trade standards. We also invest 10% of our proceeds back into artisan communities with entrepreneurship development grants.

  • HOW DO YOUR PRICE YOUR ITEMS?

    By designing our own collections and selling exclusively online, we eliminate typical industry markups. Given the time and materials that go into crafting our pieces, we provide the best prices possible to make sure our artisans are paid fairly and we are able to cover our operating costs.



YOU MAY ALSO WANT TO KNOW…

  • Do you offer any first time purchase discounts or any other discount?

    Since we strongly believe in transparency and fair prices for our customers and our artisan partners, we don’t offer discounts. We do show our appreciation to our loyal followers and customers with special surprises throughout the year.

  • The item I’d like to buy is sold out. What should I do?

    If we’re planning to re-stock that item, you can sign up for the waitlist to be first in line for the next batch. Just visit the product page and enter your email address to join!

    If that style is sold out and won’t be returning, send us an email at assistant@the-citizenry.com. We’d love to recommend a great alternative to work in your space! And, we definitely will keep your request in mind when designing new collections.

  • Do I need to pay sales tax on my purchase?

    For our fellow Texans - we collect taxes on all orders that ship within the state of Texas. Taxes are automatically added at checkout. We don’t apply taxes to orders outside of Texas.

  • Do you offer products wholesale?

    We don’t offer our products wholesale at this time. If you’re interested, sign up here to join the list – you’ll be the first to know if we launch a wholesale program.




STILL NEED HELP?

Burning questions, styling advice, or anything else we can help with – email us at assistant@the-citizenry.com.

We love to hear from you!

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