Frequently Asked Questions

We do not have the ability to modify your order after it’s been placed. To add an item, you must place a new order on our website.

If your initial order has not yet been shipped, we are happy to ship all of your items together. If this is your preference, please let us know in the NOTES section at checkout.

Occasionally, the woven plastic will lift out at the point where a row of weaving ends on the bag. Not to worry - the plastic weave will not continue to lift out. To repair the bag you can either: Carefully snip the pieces that are sticking out with a pair of scissors. Or, if you are not comfortable repairing it yourself, contact us via our customer support form. Please include a photo of your bag. We will arrange for you to return the bag and then we will make the repair and send it back to you.

Yes, there is a recommended weight limit for our Core Citron bags. We advise that you do not exceed the following weights by size: Medium Core - 30lbs; Large Core - 35 lbs; XLarge and Weekender Core: 40 lbs.

Our Core, Capsule, and Lemon Drop bags are hand woven with recycled plastic. The Core and Capsule bags will retain their shape if stored upright. If the Core bags are rolled properly, they can be stored or packed and will retain their shape when unfurled. 

To clean Core, Capsule, and Lemon Drop bags, wipe your bag with a damp cloth and allow it to air dry. After a day at the beach, remove your Pom and rinse your bag gently with a hose. The sand will drain through the weave. Let the bag dry thoroughly before replacing the Pom.

For Palma Collection items, take care to keep dry. Store bags in the duster in which they arrived.

Yes! We work with hundreds of Poms - so the Pom in the photo on our website is not necessarily the one you will receive with your order. Our in-house stylist pairs a Pom to compliment the color and style of each of our bags and clutches. You can either leave it to us to send you a fabulous Pom paired with your beautiful bag. Or, you can request a specific Pom for your bag by letting us know your preference in the NOTES section at checkout. Please reference the list of Poms in the Accessories section of our website and tell us the letter of the Pom that you choose.

Specialty Poms (Letter Poms, Evil Eye Poms, Holiday Poms, Sprinkle Poms, etc.)  are not included with your purchase of a bag and cannot be substituted for a Classic Pom. These items must be purchased separately.

Our bags are lightweight, durable, and versatile and, therefore, perfect for travel! The Medium and Large size Core Collection bags are the approved size for airplane carry on. All of our Core bags can be rolled for packing. Follow this link to learn how to roll your bag so that it will find its beautiful shape once you unpack.

Capsule and Palma Collection bags cannot be rolled or folded.

Whether at home or on the go, keep in mind our weight limit recommendations for our Core Collection!

We do not accept pre-orders.

For any SOLD OUT items, enter your email in the box above the product description that reads “Notify me when this item restocks.” You will receive an email notification as soon as the item is back in house!

Please visit our “Personalize Orders” tab and tell us about your event. We have customized orders for golf and tennis outings, wedding parties, friends weekends, office retreats, and more. We’d love to help you #shareyourcitronlove with others!

Yes! Please use Promo Code ‘CT’ at check out. This will remove any shipping costs and notify our team that you have selected ‘pick up’ for your preferred shipping method. A member from our team will contact you within 24-48 hours to arrange a pick up time.

Our products are handmade by our eight talented artisan communities in Mexico and Guatemala. Our artisans do their best to keep up with the growing demand of our products as we grow in popularity across the country. They send us finished products regularly and we add those to our website as quickly as we can.

That said, we cannot guarantee when certain styles or sizes will arrive. If you are interested in an item that is currently SOLD OUT, enter your email in the box above the product description that reads “Notify me when this item restocks.” You will receive an email notification as soon as the item is back in house!

Returns

Please return items in their original packaging - or similar conditions - to 12 Shore Road, Old Greenwich, CT 06870. Core Collection bags must be rolled in the same way in which you received them. DO NOT FOLD Core or Capsule Collection bags when packing them for return.

Folded bags will not be eligible for refund.

Return shipping is at your cost.

Once an item is returned AND confirmed to be in its original condition, a refund (less the original cost of shipping) will be issued. You will receive an email confirmation of this refund to the email address you included when you placed the order. 

For items of $160 or more that qualified for free shipping at the time of the order, the original shipping cost will be deducted from the refund total.

Full priced items returned in their original condition including tag and Pom.

Items returned within 10 days from the date of delivery. 

The following items are NOT eligible for return:

Any SALE item - All sales are FINAL SALE.

Any item purchased at a charity event, shopping fair, fundraising boutique, etc. is FINAL SALE.

Hats - All hats are FINAL SALE.

Spread Boards - All spread boards are FINAL SALE.

Bags that arrive damaged from folding or incorrect return packaging. 

Original shipping charges are not refundable.

We hope that all of our items arrive to our customers not merely intact, but in pristine condition and ready to wear. However, in the event that your bag arrives with any kind of damage or issue, please contact us via our customer support form. Please include a photo of your bag. We will arrange the return of your bag and issue a refund or send out a replacement accordingly.

We are unable to process an exchange. Please follow the instructions above on how to return an order

Once you’ve started your return, you can choose to purchase your new item right away, or you can wait for your return to be processed and your refund issued.

Once the return is received at the Squeeze De Citron headquarter location, the items will be inspected, and eligible refunds will be processed within 1-2 business days. 

You will receive an email once the return is processed. The amount of time it takes for funds to appear in your account is dependent on your credit card provider.

We do not cover the costs of return shipping. You are responsible for the packing and shipping costs for your item.

If you are shipping an item valued at $75 or more, we recommend using a trackable shipping service or purchasing insurance with your shipping label. We cannot guarantee the receipt of your returned item.

Orders

We do not have the ability to modify your order after it’s been placed. To add an item, you must place a new order on our website.

If your initial order has not yet been shipped, we are happy to ship all of your items together. If this is your preference, please let us know in the NOTES section at checkout.

No - our system only allows for one discount code per order. 

We do not accept pre-orders.

For any SOLD OUT items, enter your email in the box above the product description that reads “Notify me when this item restocks.” You will receive an email notification as soon as the item is back in house!

Please visit our “Personalize Orders” tab and tell us about your event. We have  customized orders for golf and tennis outings, wedding parties, friends weekends, office retreats, and more. We’d love to help you #shareyourcitronlove with others!

Yes! Please use Promo Code ‘CT’ at check out. This will remove any shipping costs and notify our team that you have selected ‘pick up’ for your preferred shipping method. A member from our team will contact you within 24-48 hours to arrange a pick up time.

Yes! We work with hundreds of Poms - so the Pom in the photo on our website is not necessarily the one you will receive with your order. Our in-house stylist pairs a Pom to compliment the color and style of each of our bags and clutches. So, you can either leave it to us to send you a fabulous Pom paired with your beautiful bag. Or, you can request a specific Pom for your bag by letting us know your preference in the NOTES section at checkout. Please reference the list of Poms in the Accessories section of our website and tell us the letter of the Pom that you choose.

b. Specialty Poms (Letter Poms, Evil Eye Poms, Holiday Poms, Sprinkle Poms, etc.)  are not included with your purchase of a bag and cannot be substituted for a Classic Pom. These items must be purchased separately.

Shipping

We ship items on Mondays, Thursdays, and Fridays - excluding holidays. Orders placed after 3:00 p.m. will be fulfilled on the next shipping day. 

All Core, Capsule, and Palma Collection products ship via UPS.

Lemon Drops, Poms, Citron Straps, and other small accessories ship via USPS.Orders placed after 3:00PM will be considered for the next ship date.

d. All domestic shipping orders are expected to arrive within 3 - 5 business days. 

e. Clients are responsible for tracking their package with the provided tracking information that they receive via email confirmation.

f. In the event that your package is delayed or missing, it is your responsibility to contact UPS or USPS directly.

In most cases, when a package is missing, it is usually due to one of the following situations: 

1) The package is in an unusual location at your home. Please check around your home - side doors, garage entrance, porch -  to look for the item.

2) The item may have been delivered to a neighbor’s home.

3) The package has been delivered to a different spot on your property.

4) The shipping carrier may have marked the package as delivered before it actually has been. 

5) The shipping address entered may not be correct. Make sure to confirm your shipping address before placing an order!