1. Cancelling Before or After Shipping

Not yet shipped: Email reachus@celiol.com with your order number and we’ll cancel it and refund you in full.
Already shipped: We can no longer cancel it, but you’re welcome to return the garment once it arrives, following the process below.

2. Your Right of Withdrawal (EU Customers)

As an EU customer, you may withdraw from your purchase within 14 days of receiving your order — no reason required. This right applies under EU consumer law. The 14-day window begins the day you (or a person you designate) receive the goods, or the final item if your order arrived in multiple parcels.

3. What Can’t Be Returned

• Personalised or made-to-order garments.
• Hygiene-sealed items (such as hosiery or intimates) that have been opened after delivery.

4. Return Conditions & Timing

You have 14 days from delivery to notify us of a return, then a further 14 days to ship the item back. Clothing must be unworn, unwashed, and in its original condition — with all tags attached and original packaging intact wherever possible.

5. How to Return an Item

• Step 1 – Contact us: Email us with your order number, the item(s) you’re returning, and your reason.
• Step 2 – Pack it carefully: Use the original packaging if available, keep all tags attached, and pack securely to prevent transit damage.
• Step 3 – Ship it back: Our support team will confirm the correct return address when you contact us at reachus@celiol.com. Please use a tracked shipping method and share the tracking number with us — retain any customs paperwork, as our return facility may be located outside the EU.

6. Who Pays for Return Shipping

Return shipping costs are the customer’s responsibility. We refund the product price plus your original standard shipping fee (if applicable) — unless the item was faulty or incorrectly sent, in which case we cover the return cost.

7. Getting Your Refund

We inspect returned garments within 72 hours of receipt. Once approved, refunds are issued to your original payment method within 14 business days (bank processing times may vary). If your refund hasn’t appeared, check with your bank first, then contact us at reachus@celiol.com with your confirmation email to hand.

8. Damaged, Incorrect, or Faulty Items & Exchanges

Contact us within 7 days of delivery at reachus@celiol.com with your order number, clear photos of the garment, and a brief description. We aim to resolve these within 48 hours — either a full refund (including shipping) or a free replacement with a prepaid return label.

We do not offer direct exchanges. If you’d like a different size or style, please return the original item for a refund and place a new order.