RETURN & REFUND POLICY

Last updated: 19 June 2026

At CIELIE LTD, each garment is carefully produced and prepared specifically for our customers. We place great importance on craftsmanship, quality, and reducing unnecessary waste. Please read the following Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, items must:

• Be unworn, unused, and unwashed

• Be returned in their original condition

• Have all original tags attached

• Be returned in their original packaging

• Be free from perfume, deodorant, make-up, stains, odours, pet hair, alterations, or any signs of wear

We reserve the right to refuse returns that do not meet these requirements.

2. How to Start a Return

To initiate a return, please submit your request through our return portal or contact us at hello@cielie.com within 14 days of delivery.

Returns sent without prior authorization may be refused.

Once your return request has been approved, you will receive detailed return instructions.

Please note:

• Customers are responsible for all return shipping costs

• CIELIE LTD does not provide prepaid return labels

• Any customs fees, duties, taxes, handling charges, or courier fees related to returns remain the responsibility of the customer

3. Return Shipping Responsibility

Returned items remain the customer's responsibility until they have been successfully delivered to the designated return address.

We strongly recommend using a tracked and insured shipping service.

CIELIE LTD is not responsible for:

• Lost parcels

• Stolen parcels

• Delayed deliveries

• Parcels damaged during transit

• Incorrect shipping information provided by the customer

• Packages returned due to customer error

4. Restocking Fee

For customers located outside the European Union, approved returns may be subject to a 10% restocking fee.

The fee helps cover handling, inspection, processing, payment processing fees, and operational costs associated with made-to-order production.

Where prohibited by applicable law, no restocking fee will apply.

5. Non-Returnable Items

Unless required by applicable law, the following items are not eligible for return:

• Sale items

• Discounted items

• Clearance items

• Customised products

• Personalised products

• Made-to-order products

• Pre-order products

• Swimwear

• Underwear

• Bodysuits worn without hygiene protection

• Jewellery

• Accessories

• Handbags

• Shoes

• Gift cards

• Complimentary promotional items

Where permitted by law, products manufactured according to customer specifications or clearly personalised products are excluded from cancellation and withdrawal rights.

If an order contains a matching set, all pieces must be returned together.

Partial returns of sets may be refused.

6. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon receipt.

If you receive:

• A damaged item

• A defective item

• An incorrect item

please contact hello@cielie.com within 48 hours of delivery and provide clear photographs.

Damage caused by wear and tear, misuse, improper handling, accidental damage, alterations, washing, staining, stretching, or customer negligence is not considered a manufacturing defect.

7. Abuse Prevention & Account Restrictions

We reserve the right to refuse returns, cancel orders, restrict purchases, or suspend customer accounts where we identify:

• Excessive return activity

• Suspected wardrobing

• Fraudulent claims

• Chargeback abuse

• Returned items that differ from the original purchase

• Repeated violations of this policy

This measure helps protect our business and our customers from fraudulent activity.

8. Returned to Sender Parcels

A shipment may be returned to sender for reasons including:

• Incorrect shipping address

• Refused delivery

• Failure to collect the parcel

• Unpaid customs duties or taxes

• Carrier unable to contact the recipient

If a parcel is returned to us, the customer may be required to pay additional shipping, customs, handling, or processing charges before reshipment.

9. Exchanges

We do not offer direct exchanges.

Customers wishing to order a different size, colour, or style may:

1. Submit an approved return request.

2. Place a new order separately.

10. Refunds & Store Credit

For customers located outside the European Union, approved returns are generally issued as store credit.

Store credit:

• Does not expire

• Can be used on future purchases

• Is non-transferable

• Cannot be redeemed for cash

Original shipping costs, customs duties, taxes, handling fees, and similar charges are non-refundable.

For customers located within the European Union, mandatory statutory consumer rights remain unaffected by this policy.

Where applicable law requires a refund to the original payment method, CIELIE LTD will comply with such legal obligations.

11. Customs Duties & Taxes

Customers are responsible for all import duties, taxes, customs charges, brokerage fees, and other governmental fees imposed by their country.

CIELIE LTD does not refund:

• Customs duties

• Import taxes

• Clearance fees

• Local handling fees

• Original shipping costs

12. Customs Declaration Requirements for Returns

All returned parcels must be clearly marked:

"RETURNED GOODS – NO COMMERCIAL VALUE"

or equivalent wording accepted by the shipping carrier.

Failure to correctly declare returned goods may result in customs charges, delays, refusal of delivery, or additional costs.

Any resulting charges remain the responsibility of the customer.

13. Refused Deliveries & Unpaid Customs Charges

If a customer refuses delivery or fails to pay customs duties, taxes, or local import charges, the parcel may be returned to us or destroyed by the carrier.

In such cases, CIELIE LTD reserves the right to deduct any resulting costs from store credit, refunds, or other amounts owed.

Repeated refusal of deliveries may result in account restrictions.

14. European Union Consumer Rights

Customers residing within the European Union may have statutory rights under applicable consumer protection laws, including rights relating to distance selling contracts and withdrawal rights.

Nothing in this policy limits or excludes any mandatory consumer rights that cannot legally be waived.

Where applicable law provides greater protection than this policy, the applicable law shall prevail.

Certain goods may be exempt from withdrawal rights where permitted by law, including goods made according to consumer specifications or clearly personalised products.

15. Governing Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Nothing in this policy shall limit any mandatory consumer rights available under the laws of the customer's country of residence.

16. Contact

CIELIE LTD

71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

Email: hello@cielie.com