Return & Refund Policy

Return & Refund Policy

Your satisfaction matters to us. If your order does not meet your expectations, we are here to help. Please read the following policy carefully to understand your options and how to proceed.

Standard Return Window

We accept returns within 30 days of the date your order is received. To be eligible, items must be returned in their original condition — unworn, unwashed, unaltered, and with all original tags still attached. Approved returns will be refunded to the original payment method. Please note that original shipping fees are non-refundable.

Return Guidelines

◆ Promotional & Sale Items

Return conditions may differ during promotional or sale periods. Please review the specific terms associated with any active promotion before completing your purchase, as these may affect your eligibility for a return or exchange.

◆ Purchases from Other Retailers

If you purchased a Celiol product through an authorized third-party retailer, please contact that retailer directly to arrange a return or exchange. We are unable to process returns for orders not placed through our official website.

◆ Non-Returnable Items

Items that have been worn, washed, altered, or returned without original tags are not eligible for a refund. We reserve the right to decline returns that do not meet these conditions.

How to Return an Item

To initiate a return, please email us at support@celiol.com and include the following details:

  • Your order number
  • The name and description of the item(s) you wish to return
  • Your reason for returning

Our team will respond with step-by-step return instructions and, where applicable, a prepaid return label. Please do not send items back before receiving confirmation from us.

Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, please notify us within 14 days of receiving your parcel. Email support@celiol.com with the subject line DAMAGED and include:

  • Your order number
  • A clear photograph showing the damage or defect
  • A brief description of the issue

We will review your submission and arrange a replacement or full refund as appropriate, at no additional cost to you.

Missing Items

If your order appears incomplete upon arrival, please first check whether a split shipment notification was sent to you — items from the same order may occasionally be dispatched from different locations and arrive at different times. If items remain unaccounted for after a few additional days, please contact us at support@celiol.com with the subject line MISSING ITEM and your order number. We will investigate and resolve the matter promptly.

Refund Processing

Once your returned item has been received and inspected by our team, we will notify you by email regarding the outcome. Approved refunds will be credited to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or card provider’s processing times.

For any further questions about our return or refund process, please contact our support team at support@celiol.com. We aim to respond within one business day.