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Here's a rundown of the questions we hear the most.
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When do I need to place my order to receive it by 12/24?
Holiday Shipping Cutoffs for Christmas Delivery:
*Note: For in-stock items only. Excludes White Glove Delivery items, oversized area rugs, furniture, mirrors, art, and oversized décor. Any items with a ship date on or before December 13th will arrive before Christmas.
- Ground Shipping - Order by December 14th at 11:59 PM EST
- Expedited Fulfillment - Order by December 17th at 11:59 PM EST
- Rush Shipping - Order by December 19h at 2 PM EST
- Overnight Shipping - Order by December 21st at 2 PM EST
What is your holiday return policy?
Returns for store credit and exchanges are completely free, other than for White Glove items.
For all orders placed from November 1, 2023, to December 31, 2023, you have until January 31, 2024, to process a return or exchange.
How do I exchange or return a gift I received?
For gift returns, exchanges or store credit, please reach out to firstname.lastname@example.org and we will be happy to help facilitate before January 31, 2024 or within 30 days of delivery.
What are your shipping and delivery fees?
We offer free shipping on bedding and bath textiles (including towels, bath mats, shower curtains, and robes) to the contiguous 48 U.S. States & D.C.
Shipping and delivery charges apply to all other product categories. Charges shown below are based on the total value of merchandise shipped to each address and are calculated off the item’s original pre-discounted price. Bath and Bedding items do not add into the order total if combined with other items for shipping and delivery charges.
Order Total Standard Shipping (US 48 States + DC) Expedited Fulfillment (US 48 States + DC) Standard Shipping Hawaii + Alaska + Canada Bedding and Bath FREE $25.00 $32.50 Gift Card Only FREE FREE FREE $0.00 - $100.00 $12.95 $37.95 $32.95 $100.01 - $150.00 $16.95 $41.95 $36.95 $150.01 - $200.00 $22.95 $47.95 $42.95 $200.01 - $300.00 $29.25 $54.95 $49.95 $300.01 - $400.00 $39.95 $64.95 $59.95 $400.01 - $500.00 $49.95 $74.95 $69.95 $500.01 - $3500.00 11% of Order 11% of Order + $25.00 15% of Order $3500.01+ $379.00 $404.00 $399.00 White Glove Delivery up to $3500.00 $279.00 NA NA White Glove Delivery over $3500.01 $379.00 NA NA
**Shipping and delivery fees are non-refundable.
If your order is not shipped immediately, don’t worry! We’ll make sure your order is delivered within the timeframe chosen at checkout. We’ll even cover the tab to upgrade shipping, if necessary.
Orders may be split across multiple shipments, and items ordered on the same day may not ship together, depending on their size. Occasionally, items may be out of stock or back-ordered. For back-ordered items, you will find an approximate shipping date of shipment on the product pages under the Add to Bag button and during checkout.
We are thrilled to support shipping to military addresses but cannot ship to P.O. boxes at this time.
Any oversized furniture or larger, heavyweight rugs are subject to a white-glove delivery fee, which will be displayed on the product page. If your order includes white glove delivery or a shipping fee on other items, any additional bedding or bath will ship for free. Physical gift cards & swatches ship for free.
Please note that we don't ship on Saturdays, Sundays, or national holidays. Orders placed on weekends and after 1 PM CST on weekdays will not ship until the next business day.
Do you ship to Hawaii and Alaska?
We do! However, free ground shipping to Alaska and Hawaii is not available at this time. All orders to these states are also final sale and international shipping rates may apply.
Shipping costs will automatically populate at checkout based on order weight, volume, and address. Please note that some large items may be ineligible for shipping to these locations. You can see a comprehensive list under “Do you ship internationally?”.
Do you ship internationally?
Yes. We currently offer FedEx International to Alaska, Hawaii, and Canada. Shipping costs automatically populate at checkout based on order weight, volume, and address.
However, these costs do not include additional customs or import duties, which may be incurred based on the final shipping destination. The Citizenry is not able to quote customs and/or duty fees as they vary by country. Fees are calculated based on the value of the order and are collected prior to delivery based on local regulations.
The following items aren’t eligible for international shipping:
- Furniture, large mirrors and wall hangings, and rugs over 8 ft.
- Any product that requires white glove delivery.
Reminder: international orders are final. Any order that ships over an ocean or border (Alaska, Hawaii, APO and FPO addresses) is considered international and is final sale.
When will I get my order?
If you select Ground shipping for in-stock orders, you’ll receive your order within 6 - 9 business days. If you select Expedited Fulfillment, you’ll receive your order within 3 - 5 business days. Please note that we don’t currently offer an overnight or two-day shipping option.
Occasionally there are delays in FedEx delivery service due to inclement weather. To see if your area has been impacted by local service disruptions, Fedex regularly updates delivery exceptions which can be found here.
Since all of our products are handmade in small batches, items may have a delayed shipping date. If your order contains products that aren’t ready to ship just yet, you can find the expected ship date on the product page, beneath the Add to Bag button. We’ll also remind you on the order confirmation page.
Trust us – it’ll be worth the wait.
How are large items delivered?
Some products, which are noted on the product page, can be shipped only by a team of white glove delivery professionals. Transporting each piece to a room of your choice, your dedicated team will unpack and assemble your item, removing any materials upon inspection and approval.
If your order contains one or more item that will ship via white glove delivery, these items will ship together & will be delivered separately from the remainder of your order. After your order is placed, you’ll receive notifications directly from our white glove partner, Deliveright, to schedule and track your delivery. You can see more details under “How does white glove delivery work?”
Please note some large items are not eligible for international shipping and will be subject to final sale.
How does white glove delivery work?
WHITE GLOVE SHIPPING & DELIVERY INFORMATION
Some items, such as oversized furniture or heavy rugs, require extra care. These items will be transported by a dedicated team of professionals who will place your piece in the room of your choice, perform basic assembly, and remove all packing materials. Items covered by our White Glove Service are noted on our website as ‘White Glove Only’.
Please note that White Glove items will ship separately from non-White Glove items in your order.
UNLIMITED FLAT RATE SHIPPING
If your cart contains at least one White Glove item, a flat fee based on your order total will populate in your cart at checkout. You will not be charged separate shipping fees on any non-White Glove items in your order.
- White Glove Shipping for orders up to $3,500: $279
- White Glove Shipping for orders $3,500+: $379
Please measure in advance to ensure that your piece will fit through the necessary access points and inside your chosen room. If you need additional information on dimensions, our team (email@example.com) is always happy to help.
In-stock White Glove items are expected to be delivered within 4-6 weeks for most residential areas. We will reach out to you within 48 business hours of your order being placed to discuss any additional details we may need to schedule your delivery. Deliveries to zip codes not serviced by our partner may incur an additional fee - we’ll contact you if this is the case.
We will share shipping updates regarding your White Glove order:
- Once your order has been fulfilled, we’ll send you an email letting you know it’s in transit. Any questions at this time can be directed to our team at firstname.lastname@example.org.
- A dedicated customer service representative from our White Glove partner, Deliveright will reach out to propose an estimated delivery date. This will include a 4-hour delivery window, which you may accept or decline.
- If you decline the original proposal, a Deliveright representative will reach out by text or telephone to review alternatives. This representative will also walk through every step of your delivery and identify your preferred methods of communication for future updates.
DAY OF DELIVERY
On the day of your delivery, a Deliveright professional will call to confirm your appointment prior to arrival. Please note that changing or canceling your appointment within 24 hours will result in a $125 rescheduling fee.
As you prepare for the arrival of your new item(s), please be sure to:
- Clear and clean the space prior to delivery. Our delivery professionals are not permitted to move existing furniture, hang wall hangings, or install light fixtures.
- Protect anything that may be susceptible to damage such as floors, furniture, or entryways.
- Move pets to a separate room to keep them safe.
- Confirm that an adult will be present at delivery and available via phone for any delivery day communications.
Our team of White Glove professionals will deliver your products to the room of your choice, unpack and assemble them, and remove all packaging materials.
Please inspect your product carefully prior to approving and signing the Proof of Delivery. Refusing delivery (except in cases of clear damage or quality issues documented with the team during delivery) will result in a 15% restocking if the item is being returned. Please note White Glove shipping fees are non-refundable and all custom furniture orders are final sale. Please reach out to email@example.com if you have any questions or concerns regarding your order.
Will I need to sign for my package?
FedEx requires a signature upon delivery for all orders over $500.
For the best experience, you can manage your delivery directly by signing up for FedEx Delivery Manager.
Where's my package?
Take a look at the tracking information that was sent to you in your shipping confirmation. This email will be separate from your order confirmation, so be careful not to miss it!
The fastest way to get an update on your package, including estimated delivery date, is through FedEx, using the tracking number provided.
Orders may encounter delays while in transit with the carrier. We are not responsible for those delays and if you have questions please reach out to FedEx. To see if your area has been impacted by local service disruptions, Fedex regularly updates delivery exceptions which can be found here.
Once your order has been placed, our team cannot make changes to the shipping address or delivery method. To change the address or delivery method of your package, please sign up for FedEx Delivery Manager .
What if my package is lost in transit or not delivered?
Please reach out to firstname.lastname@example.org within 48 hours of receiving your delivery notification email to confirm your shipping address. We’re happy to take the next steps from there!
How can I get my order faster?
In-stock items will ship within 1-3 business days, however if you need your order in less than 5 days, please select Expedited Fulfillment at checkout.
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 through checkout. Trust us, it’ll be worth the wait. You can expect an email with tracking information as soon as your item has shipped!
Can I cancel or change my order?
Once an order has been processed, we are not able to change or cancel your order. If you no longer need the items you purchased, you can start a return once they are delivered.
Returns for store credit and exchanges are completely free for most items. If you would like a refund in the original form of payment, some fees may apply. If you’d like to make a return, simply visit our Returns Portal within 30 days of receiving your order. You’ll need your order number and the zip code from your shipping address, which can be found in your order confirmation email. Once your return is authorized, you’ll be able to download your shipping label online or from an email confirmation that you’ll receive.
If your order includes one or more white glove items, a 15% re-stocking fee applies. Please reach out to email@example.com to initiate your return. Note that white glove delivery fees are non-refundable.
Can I change my shipping address?
Once an order has been processed, we are not able to change the shipping address on your order.
We recommend creating an account with FedEx Delivery Manager where you can make changes to your shipping address, keep track of packages, arrange to pick them up, get delivery notifications, and more.
What is your return policy?
We accept returns within 30 days of delivery. Please note that final sale items are ineligible for return. Returns for store credit and exchanges are free, other than for White Glove items.
Returns for store credit and exchanges are completely free, other than for white glove items.
Shipping and delivery fees are non-refundable.
Returns for a refund incur the following re-stocking fees:
- $0 (no fee) if your return includes only bedding or bath. Please note bedding does not include any throws, bed blankets, or decorative pillows.
- $25 for most returned orders.
- $65 if your return includes one or more oversized items (area rugs, furniture, mirrors)
- 15% of the price of the returned item(s) if your return includes one or more oversized items that were shipped via white glove delivery (area rugs 9 ft or larger, extra large furniture) as you will need to schedule a pick-up with our white glove carrier. Please reach out to firstname.lastname@example.org to help coordinate the return. White glove delivery fees are non-refundable.
Fees are assessed on a per return basis, not a per item basis. This means you will only be charged a single fee (depending on the items in your return). For example, if you are returning six pillows, you’ll be charged $25 when you return them together. If you add a chair (oversized item) to the return, the total fee is $65.
Items must be in new, undamaged condition. They also must be returned in original, protective packaging to ensure your return arrives safe and sound. Bedding and towels must be unused, unwashed, and in original packaging.
Final Sale: Purchases outside the contiguous U.S. (including military addresses), art prints, Lomas Wall Hangings, gift cards, items with prices ending in $.97, and special event purchases are final sale and cannot be returned. You'll see this noted on the product page for all final sale items!
In-Store Returns: You are welcome to physically return your items to our flagship store at 22 Crosby Street in NYC on Monday - Saturday from 11-7 or Sunday from 12-6. If you do so, refunds to the original payment method will be processed free of charge, unless the item you are returning is an oversized item (area rug, furniture, mirror). Oversized items may only be returned to our flagship location if you purchased one of our floor samples in-store. Purchases made with a credit card or gift card will be refunded to the original payment method and will not incur a restocking fee. Cash purchases will be refunded by either gift card or a mailed check. No cash refunds will be issued. Please note, our flagship store will not accept returns via mail.
White Glove Returns:If you would like to make a return for an order delivered via white glove services, please reach out to email@example.com for further assistance to ensure your items are picked up within 30 days of delivery. Please note some items may be final sale and will be noted as such on the product page.
How do I make a return?
If you’d like to make a return, simply visit our Returns Portal. You’ll need your order number and the zip code from your shipping address, which can be found in your order confirmation email. After you initiate your return, you will receive a prepaid shipping label. If you need more labels, send us a note at firstname.lastname@example.org.
Please use any original packaging to ensure items arrive back safely. Bedding and towels must be unwashed and unused items should be returned in original packaging including dust bags. All additional packaging needed must be purchased by the customer.
If you opted for store credit, you will receive your product credit as soon as your return is in transit. Refunds are processed once items have been accepted at our warehouse.
Returns for refund through our returns portal will incur restocking fees of $25 or $65. Exchanges and store credit returns are always free, except for white glove items.
For heavy or bulky items [50 lbs+], please reach out so that our team can help where a Pick Up is required.
Should you wish to return an eligible item that was delivered via white glove, please contact our customer experience team directly at email@example.com. The item must be picked up within 30 days of delivery and will be subject to a restocking fee equivalent to 15% of the retail value of the product. Our team will help schedule a team of professionals to help disassemble, pack and remove the product from your home. white glove delivery fees are non-refundable.
Please note, items noted as final sale on the product page and within your order confirmation as not eligible for return.
How do I exchange an item?
To get started, visit our Returns Portal. You’ll need your order number from your order confirmation email and zip code associated with the shipping address of the order.
To make a direct exchange, select Shop Now and you will be directed to our website to pick a new item. If you’d like store credit to use later, select Get $XX and you’ll receive store credit that never expires.
Returns for exchanges or store credit are free for all items except white glove.
If you opt for an exchange, don’t wait too long to make your return. Inventory is not reserved until the original item is in transit back to us. You’ll receive a new order confirmation email once the exchange is processed.
If you’d like to exchange an eligible item that was delivered via white glove, please contact our customer experience team directly at firstname.lastname@example.org.
Please note, items noted as final sale on the product page are not eligible for exchange.
What if my order is damaged?
We stand by the quality of our products and want you to love everything you purchase.
Please open and inspect all items within 3 days of delivery. If you have any quality concerns, please reach out to our client experience team at email@example.com.
All orders delivered via white glove service must be inspected for any issues prior to accepting and signing for delivery. The customer reserves the right to decline delivery if the product is damaged and our team of professionals will remove the product immediately. Please reach out to our Client Experience team ASAP so they can assist with a replacement or refund.
How do I exchange a gift?
You can return your gift for an exchange or store credit up to 90 days since the order was placed. To get started, visit our Returns Portal and indicate that you are returning a gift. You’ll need your order number from your packing slip and zip code associated with your shipping address. If you don’t have this information, we’ll ask you a few questions and match with the original order. And not to worry – we won’t notify the original customer of the return.
If you need any help, please email our team at firstname.lastname@example.org with the purchaser's name or email address and we’ll be happy to help set this up for you!
Will my throw pillow include an insert?
Yes – all of our throw and accent pillows ship with a premium cotton or eco-friendly down insert, so they’re ready to style.
How should I care for my…
All our rugs are made from the finest natural materials. Each piece is carefully dyed and woven for strength and durability. To make sure your rug can be enjoyed for years to come, just follow these few suggestions:
- Vacuum rugs lightly. NOTE: Beni Ourain must be vacuumed on the low suction/high-pile setting.
- Avoid direct and prolonged sunlight exposure and moisture.
- Do not treat with stain products.
- If a stain occurs, we always recommend professional dry cleaning.
Stonewashed Linen Bedding
Wash on the gentle cycle with like colors and using a mild, liquid laundry detergent. Do not bleach. Tumble dry on low heat, and remove promptly. Avoid bleaching agents and personal care products that contain benzoyl peroxide or alpha hydroxy acids.
Some shedding does occur in the natural life cycle of linen, especially as it softens with age. We recommend using Wool Dryer Balls to help increase fluffiness, or a few extra washes on cold and tumble dries to speed up the process.
Wash cold on the gentle cycle with like colors and use a mild, liquid laundry detergent. Do not bleach. Tumble dry on low heat, and remove promptly. Avoid bleaching agents and personal care products that contain benzoyl peroxide or alpha hydroxy acids.
Throws & Pillows
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.
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.
100% Cotton Towels & Bath Rugs
Our cotton towels and bath rugs can be machine washed. Tumble dry on low, and you’ll be set.
Wood Tables & Accessories
Care for your wood pieces by cleaning with a dry or slightly damp soft cloth. Then follow up by polishing with a dry cloth. Steer clear of harsh chemicals or cleaners that can damage the finish.
Be sure to keep these beauties in a temperature-controlled environment. Major changes in humidity can cause the wood to crack. To keep the surface looking pristine, be sure to avoid placing hot or moist objects directly on the wood.
Handcrafted by master artisans, our ceramic drinkware pieces are as functional as they are beautiful. Each piece is dishwasher and microwave safe, so go on and enjoy these beauties everyday.
Please note, the Oro Cacao Cups from Mexico are not dishwasher or microwave safe. Hand wash with mild soap and water.
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 Chairs & Ottomans
We recommend leather cleaner to keep these pieces looking pristine. Be sure to test it out in a hidden spot first.
Custom Linen Upholstery
Spot clean with a small amount of cold water. Do not use harsh solvents or bleach. If needed, professional cleaning is recommended.
Natural Maple & Walnut Wood
Natural wood tones will vary and darken over time. Style out of direct sunlight to slow this process. Avoid highly humid environments to maintain stability. Dust periodically with a dry cloth to remove debris.
How do I assemble or install my…
Custom Upholstered Beds
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 you 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.
What is The Citizenry: Second Home?
The Citizenry: Second Home is our third-party partner featuring good-as-new returned designs ready for their next chapter. We believe a beautiful and well-crafted home is made by investing in pieces that stand the test of time and make the smallest impact on the planet. All sales of Second Home items are final, we do not accept returns or exchanges.
Where can I find my Second Home order?
To track a Second Home order once it is placed, input your order information here on the Second Home site for the latest details.
Note: Any orders placed on Second Home's site will not appear under your the-citizenry.com account. Please reach out to email@example.com with any Second Home order questions.
How do I contact the Second Home team?
The Second Home team is available 5 days a week, Monday through Friday from 9AM to 5PM PST via email at firstname.lastname@example.org.
Do you have promotional offers or price adjustments on Second Home items?
Any promotional offers or adjustments on the-citizenry.com are not applicable on the Second Home site. All sales of Second Home items are final, we do not accept returns or exchanges.
What does it mean if an item is backordered or pre-selling?
Some items may have future ship dates. That information can be found on the product page under the Add to Bag button and at checkout.
You will be contacted via email regarding any changes to the status of backordered items in your order.
In the event that a back-ordered item is part of your order, we reserve the right to cancel the item or ship your order in multiple packages. You may request to cancel items from your order until they begin processing. Please note that this will cancel all quantities of the item from your order. To see if your items are eligible for cancellation, please reach out to us at email@example.com and we’re happy to assist.
If an item is canceled from your order for any reason, you will be notified via email and your method of payment will be refunded for the canceled item.
Do you have a trade program?
Yes! You can find more information on how to join The Citizenry’s Trade Program here.
Do you have a hospitality or corporate gifting program?
For large orders (quantities greater than 20 items) or corporate gifting requests, please reach out to firstname.lastname@example.org.
Do you offer promotions or price adjustments?
We are happy to honor promotional pricing for items purchased within 14 days prior to the offer.
Be sure to sign up for our insider emails to get access to member-exclusive perks, including early access to new collections & events.
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 email@example.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 you have swatches?