Frequently Asked Questions

How do I know your product is not fake or grey?
Every product on our website is sourced from the official South African distributor. We do not deal in parallel or grey imports and every item is 100% genuine.

Is there a guarantee on your product?, as the official distributor of Citizen in South Africa, will uphold the international brand guarantee policy. For any repairs or warranty related enquiries, please email us at:

How long does it take to receive my order?
All items in stock will be shipped within 2-5 business days of receiving a cleared payment for the order.

Where do you ship to?
We ship all over South Africa, as well as Namibia, Botswana and Zimbabwe.

What does shipping cost?
CitizenWatchSA offers free shipping to anywhere in South Africa for all orders.
Shipping to Botswana, Namibia and Zimbabwe - please contact us for a shipping quote.

Click here for our full shipping policy.

What methods of payment can I use?
Click here to view our payment methods

What delivery methods do you use?
Citizen offers free shipping to anywhere in South Africa for all orders.  All orders are shipped via reputable national courier services.

An email will be sent to you once your parcel has been scanned into the courier's depot. The email will also contain a link where you can track your order.

All items in stock will be dispatched within 2 - 5 business days of receiving a cleared payment for the order.

We now also offer shipping to Botswana, Namibia and Zimbabwe. Please contact us for a shipping quote.

How can I track my order?
As soon as a courier has been assigned to your order you will be sent a shipping notification with a tracking number which you can track online with the respective courier.

What happens if an item I ordered is out of stock?
Although we do our best to ensure our stock levels are always accurate, there are instances where they are unable to locate the item in the warehouse. If this happens you will be contacted by our customer service agent to choose a substitute product, or alternatively you may choose to be refunded.

Can I return my order?
All orders can be returned within 7 days of receiving it, provided that the item is unused and in the same condition as receiving it. The shipping costs for returning the items are for the customer’s account.

Any item that is not in its original condition, is damaged or has missing parts, for reasons not due to CitizenWatchSA’s error, will not be accepted.

Click here to view the full return policy.

Can I get an item repaired?
If an item purchased from us needs to be repaired, you are welcome to send the item to the Citizen SA Head Office. It will then be sent to our in-house watch repair workshop. This process may take up to 4 to 6 weeks, depending on the repair.

Please contact us for details of where the item needs to be sent (shipping fees are for the customer’s account).

How do I use a promo code?
Please enter the relevant promo code in the ‘promo code’ field at the checkout. Your discount will then be automatically applied. Only one promotion can be redeemed at a time and promo codes are not valid on sale items.

Customer service contact and hours
Our customer service department is available 8:00 - 16::30, from Monday to Friday.
To contact us, either fill in the form online or email us at and we'll get back to you as soon as possible. Alternatively please call us on 011 089 6007.

For all service, repairs and spare parts enquiries please contact our repairs department on

Where do I sign up to your newsletter?
Click here to join our database and be the first to know about new launches and promotions. You also get 15% off your first order for signing up! (discount cannot be used in conjunction with any other offers).

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