FAQ's Categories


No, you do not need to create an account to make a purchase. You can check out as a guest. Alternatively, you can create an account so that you don’t need to re-enter your personal information again the next time you shop with us and automatically become CITIZEN Club Member to enjoy member discounts, benefits and newsletters not only that your online purchase will auto-registered with warranty.

We do provide free gift wrapping and message card as you might want to give a surprise to someone special. We will wrap your order and deliver it directly to your intended recipient. You may choose to print a message on a message card by writing in comment box during checkout, which will be attached to the parcel. No selection of wrapping paper and message card design but we will ensure that it is wrapped well and nice presented to your intended recipient.

You can enter your wrist size in cm in the comment box during check out so we can adjust accordingly before shipment. If not you can choose to visit CITIZEN watch service centre to have your watch bracelet adjustment for free. If you forgotten to write in comment box and still need us to adjust before shipping, email us at hello@citizen.com.sg with your order number and indicate your wrist size in email before receiving shipping confirmation email. Once your order has been shipped out, we will not able to do the adjustment for you.

If you change your mind after placing your order, you may cancel your order before receiving shipping confirmation email or you may return the item(s) that comply with our Return Policy within 15 days of receipt of your order, and are in product original condition.

Unfortunately we are not able to make changes of items in your order but you can choose to cancel your order before receiving shipping confirmation email and place a new order.

Once you received shipping confirmation email for your order, you will not be able to cancel your order.

You will receive an order confirmation email with the order summary right after you have placed your order with a successful transaction. Once your order has left our warehouse, you will receive a shipping confirmation email with a tracking number so that you can track delivery progress.

During selected promotions and events, prices and promotion schemes in CITIZEN Watch Mall online store and in retail stores may differ.

For any sales and watches enquiries, feel free drop us an email at hello@citizen.com.sg.

Servicing and spare parts enquiries
For Singapore, do email to service@citizen.com.sg.
For Malaysia, do email to service@citizen.com.my or whatsapp to +60 12-981 1219.

Our office hours are Monday to Friday, 9am to 5pm. All e-mails or enquiries received outside of office hours will be attended to the next working day. Please be patient with us as well if you have sent your e-mail or enquiry over the weekend, as we try our best get back to you as soon as possible!


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