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

We’re also here to help.


1.866.356.4284


Our Response to COVID-19

  • IS THE CITIZENRY STILL SHIPPING ORDERS?

    Yes. Our shipping team works out of a city adjacent to Dallas, Texas, and we’ll continue to ship orders as long as it’s safe for our team and permitted by local regulations. Extra safety precautions and social distancing measures have our orders shipping out a little slower than usual, so expect to receive your shipping confirmation in 3 to 4 business days.

  • HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

    All in-stock items will ship within 4 business days. FedEx has not announced any delays at this time, so orders will ship according to the timeline specified at checkout based on your shipping method.

  • WILL I NEED TO SIGN FOR MY PACKAGE?

    No. FedEx has waived a rule requiring a physical signature for packages valued over $500 to ensure everyone’s safety.

  • WHAT IS THE CITIZENRY’S RETURN POLICY?

    Ensuring the safety of our customers and our team is a top priority. If you need assistance returning an item within the 30-day return period, please reach out to us directly at assistant@the-citizenry.com. We’re happy to arrange a contact-free pickup for your return, mail you a return label directly, or help in any way we can.


    All items do still need to be in new condition, unwashed, and in original packaging for a full refund.

  • IS THE CITIZENRY TEAM PRACTICING SOCIAL DISTANCING?

    Absolutely. We’re taking every precaution to keep our teams safe & healthy and to stem the spread of this virus. The majority of our team has been working remotely. In our warehouse, packing stations for each team member are 6 to 8 ft. apart. Packing stations are regularly disinfected and hand sanitizer is available in every doorway.

  • ARE THE CITIZENRY’S ARTISAN PARTNERS SAFE?

    Many of our artisan partners work from home or in small, rural workshops, and have continued to do so safely.


    Our partners in larger workshops have taken additional precautions, including the addition of extra handwashing stations, training on how to reduce the spread of the virus, and scaling back production and scheduling workers on alternate days to reduce the number of people in workshops.


    We work with artisans in 17 countries around the world. Governmental reactions to this pandemic vary, including orders to shelter in place or halt commercial air travel. This may mean slightly longer timelines to restock designs once they sell out, but know that we are committed to continuing to provide a sustainable income for our partners during this time.

Shipping

  • TELL ME MORE ABOUT THIS FREE SHIPPING THING.

    Orders headed to any destination within the continental United States ship for free – wahoo!


    Currently, in-stock orders are shipped within 4 business days. If your order is not shipped immediately, don’t worry! We'll make sure you get your order within the timeframe selected at checkout, and we'll cover the tab to upgrade shipping if it's necessary.


    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.


    Orders cannot be shipped to PO Boxes.

  • WHEN WILL I GET MY ORDER?

    If you select Free Ground Shipping, you'll receive your order in 7 - 10 business days. If you select Premium Shipping, you’ll receive your order within 4 - 6 business days. Please note that we don't currently offer an overnight or two-day shipping option.


    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.

  • HOW ARE LARGE ITEMS DELIVERED?

    Most of our large items can be broken down and shipped via FedEx Ground. We'll send tracking information your way as soon as it's available.

  • 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?

    Need your items in less than 3 days? Email assistant@the-citizenry.com, and we’ll do everything we can to get your package to you on time. Please note that FedEx is currently experiencing extraordinarily high volume due to COVID-19, so this may limit our ability to expedite your order.

  • DO YOU SHIP INTERNATIONALLY?

    Yep. International 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 oversized items aren’t eligible for international shipping:


    Large Mirrors

    • Barrio Mirror
    • Bellavista Mirror
    • Providencia Mirror

    Large, Wood Furniture

    • Meru Chair & Counter Stool
    • Kura & Kayan Nightstand
    • San Rafael Safari Chair
    • Savu Chair
    • Tesso Chair
    • Lindu Chair
    • Tara Chair

    Large Jute Rugs

    • Parthiv Jute Rug
    • Rassi Round Jute Rug
    • Urvi Jute Rug

    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.



Returns & Exchanges

  • WHAT IS YOUR RETURN POLICY?

    Go on, try it out in your space - we accept returns within 30 days of delivery.


    Returns for store credit and exchanges are completely free.


    If you would like a refund in the original form of payment, some fees may apply. Please note that we have recently updated this policy for orders placed on or after October 16, 2020.


    Once we process your return, we’ll issue your refund. You will receive a refund less one of these restocking fees:

    • $0 (no fee) if your return includes only bedding and/or towels
    • $25 for most returned orders
    • $65 if your return includes one or more oversized items (area rugs, furniture, mirrors)

    Fees are assessed on a per order basis, not a per item basis. This means you will only be charged a single fee of either $25 or $65 (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.


    Why the new returns policy? These fees allow us to keep our prices and artisan partnerships sustainable. Specifically, they help cover the cost to ship items back and manage the inventory. We always want to reduce waste, recycle, and donate where we can, so they help fund initiatives there as well.


    When sending back a return:

    • 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.

    Jute Rugs: These are hefty pieces. Due to their size and weight, we will work with you to schedule a home pick up to keep you safe. Instead of going through our returns portal, please email us at assistant@the-citizenry.com to get that set up.


    Final Sale: Final Sale: Purchases outside the contiguous U.S., art prints, Lomas Wall Hangings, 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. Please note, our Flagship store will not accept returns via mail.


    Return Pick-Up Requests: We always do our best to accommodate special requests. If you'd like to request a pick-up for your return, please email assistant@the-citizenry.com for assistance.


  • HOW DO I MAKE A RETURN?

    To make a return, visit our returns portal at www.the-citizenry.com/returns. You’ll need your order number from your order confirmation email and zip code associated with the shipping address of the order.


    From here, you’ll be able download a shipping label. If you need more labels, send us a note at assistant@the-citizenry.com.


    You’ll then attach your label(s) to your package. When shipping your items back to us, please use any original, protective packaging to make sure they arrive back at our warehouse in new, undamaged condition. Bedding and towels must be unused, unwashed, and in original packaging when returned.


    Jute Area Rugs: These are hefty pieces. Due to their size and weight, we will work with you to schedule a home pick up to keep you safe. Please email us at assistant@the-citizenry.com to get that set up.


    Drop off your package(s) at your nearest FedEx location. Don’t wait too long - once generated, your return label expires within 28 days. Also, heads up that if you went ahead and placed an exchange order, the inventory will not be reserved until your return order has shipped.


    Once we have received and processed your return at our warehouse, we will issue your store credit or refund. Keep an eye out for that email notification.

  • HOW DO I EXCHANGE AN ITEM?

    To get started, visit our returns portal at www.the-citizenry.com/returns. You’ll need your order number from your order confirmation email and zip code associated with the shipping address of the order.


    Here, you’ll select whether you want to go ahead and place your exchange order, or if you want to wait and receive store credit for later. Either way, returns for exchanges or store credit are always free.


    If you opt for the exchange, don’t wait too long to make your return! Heads up - the inventory in your new order is not reserved until your return has shipped. As soon as your return package ships, we’ll reserve the inventory and send a new order confirmation email.

  • 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 at www.the-citizenry.com/returns 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.


    And of course, you’re also welcome to email our team at assistant@the-citizenry.com if you need any help.



Products

  • 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…

  • RUG

    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:


    Basic care:

    • 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.
  • 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.

  • 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 & BRASS TABLES AND ACCESSORIES

    Care for your wood & lacquered brass 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 or brass.

  • CERAMICS

    Handcrafted in Vietnam and Ireland, our ceramics 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.

  • WOVEN BASKETS

    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.


HOW DO I ASSEMBLE OR INSTALL MY…


WHAT MATERIALS GO INTO THE CITIZENRY'S…

  • TEXTILES & RUGS

    Alpaca Wool

    Many of our Peruvian 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, flatweave and pile knot rugs, 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.

    Cactus Silk

    Hand-loomed in Morocco, our cactus silk pillows and rugs are made using lightweight, plant-based silk. Made with agave fibers, these textiles are 100% vegan.

    Cowhide

    Handcrafted from Argentinian cowhide, these rugs are practically indestructible. Each piece is hand-selected, so no two rugs are exactly alike.

  • LEATHER CHAIRS & OTTOMANS

    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.

    Riad Leather Seating

    Each piece is handcrafted in Morocco using premium vegetable-tanned goat leather, known for its softness and durability.

  • WOOD FURNITURE

    Aldama & Londres Tables

    Handcrafted using locally-sourced Parota wood, these tables feature a soft golden hue and rich grain.

  • BASKETS

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



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 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.



YOU MAY ALSO WANT TO KNOW…

  • 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 YOU HAVE A TRADE PROGRAM?

    Yes! To join The Citizenry’s trade program, just send a copy of your business card or a link to your website, along with a copy of your business license, resale certificate, or VAT registration to assistant@the-citizenry.com.




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!