Shipping & returns

Shipping & returns

Last updated: 07.10.2026.

1. Order processing

Orders placed before 14:00 on a business day enter processing the same day. Orders placed after this time, on weekends or on legal holidays are processed on the next business day.

2. Delivery timelines and costs

Delivery is made via curier partener, within 2-4 zile lucrătoare from order processing, to the address indicated at checkout.

You receive an email with the tracking number (AWB) as soon as the order is handed over to the courier, so you can track the parcel's route.

3. Delivery delays

While we respect the estimated timelines, delays beyond our control (weather conditions, courier congestion, incomplete address) may occasionally occur. If the timeline is significantly exceeded, please contact us — we will check the parcel's status together with the courier.

4. Checking the parcel on delivery

We recommend checking the parcel in the courier's presence. If you notice damaged packaging or a missing/different product than ordered, prepare a report with the courier and contact us within 48 hours.

5. Right to withdraw from the contract (return within 14 days)

Under Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with traders, you have the right to withdraw from the contract, without needing to justify your decision and without additional costs (except for the product return cost), within 14 calendar days from the date on which you or a third party designated by you (other than the courier) take physical possession of the product.

6. How to request a return

  1. Write to us at contact@zitronia.ro, stating the order number and the product you want to return — or fill out an unambiguous withdrawal statement.
  2. We confirm your request and send you the address to which the product should be sent.
  3. You send the product back within 14 days at the latest from communicating your withdrawal decision, in the condition it was received — unused, with original packaging and labels, if possible.
  4. The return cost (shipping back to us) is borne by you, except when the product was delivered incorrectly or is defective — in which case we bear this cost.

7. Refund

We refund the amount paid (including the initial standard shipping cost, if it was paid) within 14 days at the latest from the date we receive the returned product or proof of its shipment, whichever occurs first. The refund is made via the same payment method used for the order, unless otherwise agreed.

8. Exceptions to the right of withdrawal

Under Article 16 of Emergency Ordinance No. 34/2014, the right of withdrawal does not apply, among others, to: customized products or products made to your specifications; products that deteriorate or expire quickly; sealed products that cannot be returned for health or hygiene reasons, if unsealed after delivery. If one of your products falls into such a category, this is explicitly stated on the product page.

9. Defective or incorrectly delivered products

If you receive a defective product, one damaged in transit or different from what you ordered, this does not fall under "return for convenience", but under the legal warranty of conformity — detailed in our terms and conditions . Contact us as soon as possible, you bear no cost for resolving the situation.

10. Product exchange

We do not currently offer direct exchanges (size/color) — a returned product is refunded, and a new desired product is ordered separately.

11. Contact for shipping & returns

For any question about shipping or returns, write to us at contact@zitronia.ro or on the contact.