Frequently Asked Questions

We are happy to help answer any question you may have about our products and about ordering handkerchiefs through our online store.

You can easily reach us at [email protected] or at +32 483 02 46 42 if you don’t find the answer you are looking for from the list of frequently asked questions below.

How much will I pay for the delivery of my purchase?

All our products are delivered FREE of delivery charges to the UK and EU.

How do I return something to you?

If you are unsatisfied with your purchase, you can return your purchase within 14 days from the day after you receive your goods. Please do observe the following procedure for all returns to us:

  • Notify us in writing about the return you will make (email or letter)
  • On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
  • If you are returning your product because it is defective, please state the defect or defects.
  • Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees, certificates or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
  • If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
  • You are responsible for paying any postage or shipping costs incurred when returning the product.
  • We recommend that all returns be sent by registered post, so that you have a record of the return. We cannot issue refunds for any items lost or stolen in transit to us. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
  • Unused products may be returned promptly by customers to the address listed below:
    Cited Ltd. | 36, Boulevard Bischoffsheim | 1000 Brussels | Belgium
  • Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
  • We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.

Do note that no right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.

What if I have received a faulty order?

If something is defective or different than described in our webstore, we will happily meet our legal and good natured obligations which may include refunding the purchase price and delivery charges, or providing a replacement product provided the item is returned within a reasonable time with proof of purchase. We would also love to make you a cup of tea to say we’re very sorry, but some things just aren’t logistically practical.

Please note that shipping charges can’t be refunded if there are other items listed on the original invoice that you aren’t returning, which is quite fair, no?

Who will deliver my order and how fast?

Your order will be delivered to your delivery address through either UPS, Fedex or Royal Mail. You can expect to receive your order within 5 to 7 business days after placing your order.

What if I changed my mind and want an exchange?

If you change your mind about the handkerchiefs you have purchased from us, we can exchange the handkerchiefs subject to the following conditions:

  • Item(s) must be returned within 14 days of purchase, together with proof of purchase.
  • The package must be unopened and in perfect condition.
  • Sale & clearance items are not eligible for a refund or exchange if you change your mind.
  • You are responsible for any costs associated with returning the item to us.

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