Here to help

 

Find all the information you need to help with your query.

Our Citizen Customer Care Team is available from 9am-5pm Monday-Friday and we aim to respond within 48 hours of your request within business working hours.

Orders

How do I make changes to my delivery?

If your order has not yet shipped it may be possible to change the shipping address. Please contact our Citizen Customer Care Team at support@citizenwatch.co.uk with your order number to try and make the change. If your order has already been shipped it is not possible to change the delivery address.

How do I cancel an order?

As we try to get orders out as quickly as possible, the cancellation window is very small. Citizen is not able to cancel an order once it is placed. We do offer free and easy returns. If you are not satisfied with your purchase, please return the order within 28 days for a full refund.

Please contact our Citizen Customer Care Team at support@citizenwatch.co.uk if you need assistance.

 

Order status

I didn’t get an order confirmation email. Did my order go through?

On occasions, order and shipping confirmation emails can be delivered to your spam or junk folders or appear on the Promotions tab, for example in Gmail.

If you paid with Paypal, please make sure to check the email account associated with your PayPal account.

If you have checked and still do not see any confirmation emails from us, send an email to support@citizenwatch.co.uk and we would be happy to confirm your order has been received, as well as resend your Order Confirmation email.

To ensure our emails reach you in the future, please add support@citizenwatch.co.uk  to your Contacts or save the senders list.

 

Where is my order?

Please allow up to 2 business days for your order to be processed, prior to shipping. Note that orders placed after 3pm on Friday will begin processing on Monday. Weekend orders will be processed the next business day.

Once your order has left our warehouse, you will receive a shipping confirmation email with a DPS tracking code so that you can track delivery progress. Please add support@citizenwatch.co.uk to your Safe Senders or Contacts list to ensure emails about your order reach your Inbox.

Can I make a change to the shipping address?

If your order has not yet shipped it may be possible to change the shipping address. Please contact our Citizen Customer Care Team at support@citzienwatch.co.uk with your order number to try and make the change. If your order has already been shipped it is not possible to change the delivery address.

How can I change which payment method I use to pay for an order?

It is not possible to change the payment after the order has been submitted.

 

Payment options

How secure is my online purchase?

We understand many customers are concerned about security of their personal information and the privacy of their online transactions.

At Citizenwatch.co.uk we ensure your details are kept safe by encrypting the connection between your device and our site using state-of-the-art industry standard encryption.  

That means all browsing, shopping and credit card data is encrypted end-to-end to ensure safe and secure transactions on our site.

To verify, click the padlock beside the URL on most browsers.

 

Help with your payment

Why has my payment card been refused?

Please contact your card issuer for details on why your card was declined.

When will I be charged for my order?

For most orders directly sent from our warehouse, your credit/debit card will be charged at any point between confirmation of your order and dispatch.

If you choose to pay by PayPal, your payment will be taken immediately.

 

Shipping & Returns

Returns Policy

 

What is your return policy?

You can return your watch within 28 days of receipt if you are not completely satisfied with your new purchase. Once we receive your return it may take up to 14 days to be processed by our Citizen Customer Care Team.

 

Your watch should be unworn and in the original condition which you received it, including its original packaging, labels and not uploaded with any personal data (Smartwatches only). Your watch should be returned with a copy of the order/return form, completed with a reason code and any comments.

For watches purchased through other retailers, please work with them directly.  Returns are accepted for products purchased through www.citizenwatch.co.uk only. 

Will I be charged for returning an online purchase? 

Returning your watch is FREE. Please re-use the postage box the watch arrived in, ensuring the

re-packaging is adequate to protect the watch. 

If any items are missing from the return package (including any gifts with purchase), a partial refund may be applied.

How should I return the watch?

 

Please complete the return part of the despatch form and let us know the reason for your return. Please include this in the box with your watch. 

 

Your Citizen watch will be delivered with a prepaid DPD returns label.  Simply attach this to the outside of your parcel and take it to your local DPD. If using the same delivery bag please ensure you cover the original delivery label.

 

Drop off point. DPD drop off point locations can be found at www.dpd.co.uk/apps/shopfinder.

If you need support with returning your purchase, please contact the Citizen Customer Care Team at support@citizenwatch.co.uk.

Please keep your receipt as proof of postage.

 

When will I receive the refund for the returned purchase?

 

Credit card refunds can only be credited back to the original card the order was placed with and may take up to 5 days to appear on your account.  PayPal refunds will be credited back into the PayPal account originally used and show instantly. Please remember to obtain proof of postage receipt, as we cannot be responsible for any goods lost in transit to us.

 

Refunds will be issued to the purchaser in the same form of payment used for the original sales transaction. Credits cannot be issued until the merchandise being returned or exchanged is received.

Should you think you have received a damaged or faulty watch please contact our Citizen Customer Care Team at support@citizenwatch.co.uk Monday – Friday 9:00am – 5:00pm.

 

Can I exchange an order?

Every Citizen watch purchase comes with our 28 day, money-back guarantee so that you can be sure your new Citizen timepiece meets your expectations.

At this time we do not offer online exchanges.

If you would like to return your watch, please follow the refund process.

 

Parts & Repairs

How can I make the bracelet bigger on my watch?

If the bracelet on your watch is too small and you do not have any spare links, you will need to purchase additional links from our Parts website at www.citizenwatch.co.uk/service. We will be able to ship all parts orders, where stock is available within 2-3 working days. 

Please note that installation and/or removal of links may require special expertise and as such, we recommend you seek the assistance of an experienced watch technician for installation.

Please visit www.citizenwatch.co.uk/find-a-retailer to find an authorised stockist near you. You should call ahead to ensure they are able to size the watch for you. Additional charges may apply.

 

Where can I buy a replacement strap for my watch?

You can buy replacement straps (depending on stock availability) from our Parts website.

Visit www.citizenwatch.co.uk/service. We will be able to ship all parts orders, where stock is available within 2-3 working days. 

Please note that installation and/or removal of links or straps may require special expertise and as such, we recommend you seek the assistance of an experienced watch technician for installation.

Please visit www.citizenwatch.co.uk/find-a-retailer to find an authorised stockist near you. You should call ahead to ensure they are able to size the watch for you. Additional charges may apply.

 

How do I send my watch in for repairs?

Visit the Citizen Online Service Centre at www.citizenwatch.co.uk/service to make your request for a repair. Here you will be able to log your request and print a shipping label to send your watch to us.

We will keep in touch with you about the repair progress via the Citizen Online Service Centre and you will be able to access your bill and make any necessary payment online.

 

 

Product Information

Manuals and Setting Instructions

How do I get a manual for my watch?

Setting instructions can be accessed at www.citizenwatch.co.uk/setting-instructions. To obtain the instructions specific for your watch, you will need to provide the Movement Calibre on your watch’s case back; see the diagrams below to locate. The Movement Calibre number typically comprises four digits, starting with a letter (E.G. E870).

Alternatively, if you know your model number, you may also browse or search our website; instructions are available on each of the product pages, under ‘Features’.

 

How do I set my watch?

I know my model number

If you know your model number, go to www.citizenwatch.co.uk and search or browse for your model. When you’re on the product page, the setting instructions are listed at the bottom of the ‘features’ section.

I don’t know my model number

If you don’t know your model number, you can find the setting instructions after identifying your movement calibre on your case back.

To locate the Movement Calibre number on your watch’s case back. he Movement Calibre number typically comprises four digits, starting with a letter (E.G. E870).

Visit www.citizenwatch.co.uk/setting-instructions for further support.

 

Is it safe to turn the crown backwards to set the time?

Yes, it is safe to turn the crown counter clockwise to set your watch.

For detailed setting instructions for your watch, please visit www.citizenwatch.co.uk

You will need your Movement Calibre number, which can be located on the case back; the Calibre number typically comprises of four digits, starting with a letter (E.G. E870). For additional support visit www.citizenwatch.co.uk/setting-instructions.

 

Why didn’t my watch come with a manual?

To be more eco-conscious, we are no longer printing watch manuals.

All our manuals and setting instructions can be accessed through our website. To obtain the instructions specific to your watch, you will need to provide the Movement Calibre Number on your watch's case back... The movement calibre number typically comprises four digits, starting with a letter (e.g., E870).

Alternatively, if you know your model number, you may also browse or search our website; setting instructions are available on each of the product pages, under "Features."  Model numbers are nine digits, beginning with two letters and ending in one letter (e.g., XX9999-99X). Model numbers can be found on the hangtag of the watch, as well as on the bottom of the white box sleeve (accompanying online orders).

 

Guarantee and Watch Registration

How do I register my watch?

When you register your watch online you will receive an additional guarantee year free, for a total of six years guarantee coverage.

Valid for purchases made in the United Kingdom, Ireland, The Channel Islands, United States of America, The Caribbean, Canada or Mexico from an authorised Citizen retailer on or after December 1, 2014.

Our 5 year guarantee and additional one year extension on registration accompanies your purchase of a Citizen watch made through authorised Citizen retailers. Citizen CZ Smartwatches are covered by a 2 year guarantee and do not qualify for an additional year, however you may still register your purchase.

If you register your watch in the United Kingdom or Ireland, you are entitled to an extra one-year guarantee in these territories. For this extended period, your watch will be covered under the same terms and conditions as the 5-year guarantee. Please note that proof of purchase is still required during this one-year extended period.

If you need assistance with registering your watch please email registration@citizenwatch.co.uk

How long is the guarantee on my Citizen watch?

Your Citizen Watch comes with a five-year, limited guarantee. When you register your watch online you will receive an additional guarantee year free, for a total of six years guarantee coverage.

Note: Citizen CZ Smart comes with a two-year limited guarantee and is not eligible for an additional guarantee year on registration.

For full terms and conditions visit www.citizenwatch.co.uk/guarantee.

 

Product Information

What is Eco-Drive?

In 1976, we invented the world’ s first light-powered analogue quartz watch that runs using only light as a power source.

Features

Watches Powered by Light Eco-Drive is designed to convert both natural and artificial light into energy to power watches. Watches with Eco-Drive do not require any battery replacement, charging or winding to maintain constant operation.

Easy to charge even in dim light

Eco-Drive is designed so that any light source, no matter how dim, will generate the energy needed to power the watch. Light itself is the only energy source required to tell the time with an Eco-Drive watch.

Darkness is not a concern

One of the factors that distinguishes CITIZEN’ s Eco-Drive from other methods of keeping watches running at all times is its “power life.” Eco-Drive watches continue running for more than six months on a full charge, even in total darkness. Thanks to our power saving function, CITIZEN makes it possible to develop watches that can operate for up to seven years without light.

Energy savings

CITIZEN has dedicated itself to improving its technologies for energy saving watch movements. Our pursuit of innovation has allowed us to bring to the market many light-powered watches with advanced functions and designs. CITIZEN continues to work on the further enhancement of semiconductor chips, circuits and motors in its watches to even further reduce the power consumption of watch movements.

FEATURES

Insufficient charge warning

When an Eco-Drive watch with this feature has an insufficient charge, the second hand jumps in 2-second intervals. Once the battery is fully charged, the second hand returns to normal operation.

Power Saving Function

When an Eco-Drive watch with this feature is left in the dark, the hands stop in order to save energy. Once light hits the watch, the hands move quickly and automatically to catch up to display the current correct time.

Light Level Indicator

CITIZEN invented the world’ s first* Light-Level Indicator for analogue watches. It detects the intensity of light striking the dial and displays the electricity generation level at the moment, allowing wearers to easily gauge the charge level in any given situation.

 How do I charge my Eco-Drive watch?

Your new Eco-Drive timepiece is specially powered by proprietary Eco-Drive technology, which converts any source of light (natural and artificial) into usable energy. The harnessed energy is then stored in a special power reserve to keep your timepiece charged and running properly. 

If you wear your new Citizen Eco-Drive timepiece on a regular basis, recharging will be virtually automatic as regular exposure to light will keep your power reserve unending. Recharge times will vary based on your timepiece and the type of light utilised; direct sunlight is the fastest, most efficient light source for recharging.

General charging requirements for basic analogue Eco-Drive timepieces:

  • Outdoors on a sunny day (100,000 illuminance/lux): 2 minutes for 1 day use; 11 hours to full charge
  • Outdoors on a cloudy day (10,000 illuminance/lux): 12 minutes for 1 day use; 40 hours to full charge
  • At a distance of 8 inches under a 30W fluorescent light (3,000 illuminance/lux): 40 minutes for 1 day use; 130 hours to full charge

When fully charged, your Eco-Drive will continue running - even in total darkness - for at least six (6) months.

If you plan to store your Citizen Eco-Drive in the dark, you should do this for no more than six (6) months. After this extended period of time, you should ensure that your timepiece is exposed to bright light for the full recharge period as outlined above.

 

Luminous Materials

The "glow" from the luminous materials in our timepieces will last depending on the type of light the watch is exposed to. It also depends on the number of luminous materials on the dial and hands. On average the glow will last from about 15-30 minutes in a dark setting.

Unlike radioactive materials that are used by some companies, the non-radioactive materials we use do not have a constant level of "light emission". This results in a very "bright" glow shortly after light exposure that diminishes over a period. When the two materials are compared side by side, the level of light emitted is the same.

 

Where can I find instructions for adjusting the band on my watch?

We do not include instructions for adjusting the band on a watch because we typically recommend that we, a watch specialist, or professional jeweller do the adjustment to avoid any inadvertent or accidental damage.

 

What is the best way to care for my watch?

Metal watch bands will retain their beauty for a long time if proper care is exercised; however, occasional cleaning may be necessary as dust and dirt accumulate from everyday wear. To clean, first remove the metal bracelet from the watch, then use a soft brush and warm soapy water to clean the bracelet. Be sure to thoroughly rinse the metal bracelet with clear water and completely dry it before reinstalling it on your watch. If the bracelet cannot be removed easily from your watch and your model is classified as a 50-metre (or higher) water resistant model and has been properly maintained, you may wash the bracelet without removing it. If your timepiece is classified as less than 50-metre water resistant, or is not a water-resistant model, we suggest you take your watch to your local jeweller or contact the Citizen Service Centre at www.citizenwatch.co.uk/service

Leather bands are more susceptible to damage and premature wear from moisture than a metal bracelet. A leather band may be damaged or exhibit accelerated wear if moisture or perspiration is allowed to remain on or saturate the band. Wipe both the inside and outside of your strap daily with a soft dry cloth to remove collected contaminants. If your strap becomes saturated with moisture either from water or perspiration, be sure to allow the strap to completely dry before wearing the watch again. You should also inspect the buckle and pin connections to ensure the moisture has not loosened any connections on the strap that could result in loss of your timepiece.

Rubber watch straps are sensitive to perspiration, salt water, and oil, which are easily absorbed and can cause the strap to crack and then break - so, periodic cleaning is recommended. Using an old soft toothbrush and a mild dish detergent and water, thoroughly cleanse the inside and outside of the strap. Completely rinse off any soap residue and then thoroughly dry the strap. If you expose your strap to salt water, be sure to rinse it with clear water as soon as possible. A rubber protectant may also be used to keep the strap pliable and extend lifespan.

 

I have recharged my watch, but the second hand still jumps.

When an Eco-Drive timepiece reaches a low or no charge state, a full recharge will be required. Following a full recharge from a low or no charge state, it is necessary to “reset” the movement to restore normal operation. If the reset is not performed, the hands will continue to operate in the “low charge” state mode, even though the timepiece is fully charged.

  1. Basic 2 of 3 Hand models without date or special functions.
    • Simply pull the crown out one “click”, leave it open for 30 seconds then push the crown back in to the fully closed position. Then proceed to reset the time as normal.
  2. 2 or 3 hand models with day/date only (no special functions or perpetual calendar)
    • Pull the crown out two “clicks”, leave it open for 30 seconds and then return it to the fully closed position. Set the time and date and/or date as normal.
  3. Multi-function Eco Drive models, such as the Perpetual Calendar, Dive, Chronograph, Skyhawk, World Time, and Satellite models
    • These require more extensive reset procedures. These reset procedures are outlined in the instruction manuals.

Communication Preferences

How do I unsubscribe from marketing emails?

If you no longer wish to receive news about our latest product releases, brand updates, and special offers, we make unsubscribing from our marketing emails easy. Simply click or tap the "Unsubscribe" link at the bottom of any email you receive or log into your account and update your preferences.

Please note that you may continue to receive transaction-related emails if you place an order with us, or if you send your watch to us for a service or repair.