Refund policy
Last updated: 15 October 2025
At CIELIE LTD, each garment is made to order and handcrafted with the utmost care and attention to detail. Because every piece is produced specifically for you, returns are limited and subject to the conditions outlined below.
1. Return Eligibility
You may request a return within 14 days of receiving your order. To be eligible, your item must:
- Be in the same condition as received – unworn, unused, and unwashed
- Have all original tags attached and be in its original packaging
- Be free from any visible signs of wear, make-up, perfume, deodorant, or other odours
Returns that do not comply with these conditions will not be accepted and may be sent back to you at your cost.
2. How to Start a Return
To start a return, please use our official return portal or contact us at hello@cielie.com within 14 days of receiving your order.
If your return is approved, you will receive detailed instructions on how and where to send your package. Items sent back to us without prior authorization will not be accepted.
Important: CIELIE LTD does not provide prepaid return labels. Customers are responsible for all return shipping costs and any additional charges incurred during the process.
3. Return Shipping & Customer Responsibility
The parcel remains your responsibility until it reaches the designated return address. We strongly recommend using a tracked and insured shipping service. CIELIE LTD is not responsible for:
- Packages that are lost, misplaced, or stolen in transit
- Packages damaged due to insufficient packaging
- Incorrect or incomplete shipping information provided by the customer
4. Restocking Fee
A 10% restocking fee will be deducted from the refundable amount (store credit) for all approved returns.
At CIELIE, we are committed to reducing waste and minimising our carbon footprint. By charging a restocking fee, we encourage thoughtful purchasing decisions and reduce unnecessary returns, as each piece is crafted to order specifically for you.
5. Non-Returnable Items
Certain items are non-returnable, except in the case of a proven manufacturing defect:
- Sale items and discounted items marked as Sale
- Customised and made-to-order items
- Pre-order items
- Swimwear and underwear
- Accessories and jewellery
- Bags and handbags
- Shoes
- Gift items and gift cards
If your order contains a set or bundle, all items in the set must be returned together. We do not accept partial returns from sets. If only part of a set is returned, the return may be refused.
No exchanges or returns will be made for free or promotional items included in your order.
6. Damages and Issues
Please inspect your order upon receipt and contact us immediately if:
- The item is defective or damaged, or
- You received the wrong item
We will review the situation and work with you to find an appropriate solution. Damage caused by improper use, wear and tear, mishandling, or customer error (e.g. tearing, staining, stretching) is not considered a manufacturing defect and is not eligible for return or compensation.
7. Return Restrictions & Account Review
We reserve the right to refuse returns and to restrict future orders if we notice:
- Unusual or excessive return activity
- Returns that do not match the original order contents
- Items returned that differ from those authorised in the return request
- Repeated attempts to return items outside of policy
In such cases, we may deactivate your account and any associated accounts to prevent repeat abuse and ensure fairness to other customers.
If you believe a decision regarding your return was made in error, please contact us at hello@cielie.com.
8. Back to Sender / Returned to Sender
In certain circumstances, your order may be returned to us by the carrier or customs office. Common reasons include:
- Incorrect or incomplete recipient information
- Refused delivery
- Unpaid import duties or customs fees
- Carrier unable to contact the recipient
If your parcel is returned to sender, we will contact you once we receive notification. Depending on the situation, you may be required to pay a re-shipping fee or related customs/handling charges before reshipment.
9. Exchanges
We do not offer direct exchanges. If you wish to receive a different item, please:
- Request a return for store credit, and
- Place a new order once the credit has been issued
10. Refunds – Store Credit Only
At CIELIE, we offer refunds exclusively as store credit. We do not issue cash refunds or refunds back to the original payment method.
Once your return is received and approved, the value of your returned item(s), less any applicable restocking fees and excluding shipping or customs costs, will be issued as store credit.
You will receive an email confirmation with your Store Credit Code. Store credit:
- Does not expire
- Can be used anytime on www.cielie.com
- Is non-transferable and not redeemable for cash
11. Customs, Duties & Non-Refundable Charges
CIELIE LTD is unable to refund:
- Original shipping costs
- Customs duties, import taxes, or local handling fees
- Any additional charges incurred during delivery or return
Customers are responsible for all customs-related fees imposed by their country’s authorities. If you refuse to pay these charges and the parcel is returned or destroyed, we may deduct related costs from your store credit or decline a refund.
12. Shipping Origin & Customs Declaration for Returns
Our products are manufactured and shipped internationally. Depending on the item and destination, your order may be fulfilled from our partner facilities outside the United Kingdom, primarily in Asia.
If you return an item, it is essential that the parcel is clearly marked as "Returned Goods – Value: 0" on the customs declaration form.
This ensures your return is processed without additional import duties. If a return is sent without proper declaration and customs fees or taxes are charged, CIELIE LTD cannot accept the parcel.
Any customs duties or charges resulting from incorrect or incomplete declarations remain the customer's responsibility and will be deducted from any store credit or lead to return refusal.
13. Refused Delivery or Unpaid Customs Charges
If a customer refuses to accept delivery or fails to pay import duties, taxes, or customs fees required by their local authorities, the parcel may be returned to CIELIE LTD or disposed of by the carrier.
In such cases, CIELIE LTD will not refund the original shipping costs, customs duties, or any related handling fees. The cost of return shipping, customs clearance, and other expenses will be deducted from the customer's store credit or the return may be declined entirely.
Repeated refusal or non-collection of parcels may result in account suspension or cancellation of future orders.
14. Governing Law
CIELIE LTD is a company registered in the United Kingdom. All purchases made through this website and any disputes arising from or in connection with this Return & Refund Policy shall be governed by and construed in accordance with the laws of England and Wales.
Orders are fulfilled from international facilities outside the UK. As an international brand, CIELIE LTD is not subject to EU consumer protection law. Made-to-order and customised items are therefore final sale, except in cases of manufacturing defect.
15. Contact
If you have any questions about this Return & Refund Policy or need assistance with your order, please contact:
CIELIE LTD
71–75 Shelton Street, Covent Garden
London, United Kingdom, WC2H 9JQ
📧 hello@cielie.com