Refund policy

Here's the rewritten policy for Cielena:

Cielena Refunds & Returns Policy

At Cielena, your happiness is at the heart of everything we do. We're committed to delivering beautiful, high-quality pieces and a shopping experience you'll love. To ensure fairness and uphold hygiene standards for every customer, please take a moment to review our Refunds & Returns Policy.

Return Eligibility

We accept returns and issue refunds only under the following circumstances:

  • Damaged or Defective Items – If your order arrives damaged or has a manufacturing defect.
  • Incorrect Orders – If you receive an item different from what you ordered.

❌ Please note: We do not accept returns due to change of mind, sizing concerns, or personal preference. All sales are final unless they fall within the eligible categories above.

Damaged or Defective Items

If your item arrives damaged or defective, please reach out to us within 14 days of delivery. Our team may ask for photos to verify the issue. Once confirmed, we'll guide you through the process and offer either:

  • A replacement of the same item (subject to availability), or
  • A full refund to your original payment method.

Incorrect Orders

Received something that isn't what you ordered? Contact us within 14 days of delivery and we'll make it right — either by sending the correct item at no extra cost or issuing a refund.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned (except in cases of damage, defect, or incorrect shipment):

  • Personal care items
  • Cosmetics and beauty products
  • Intimate apparel and undergarments
  • Any product that comes into direct contact with the skin or body

Refund Processing

Once your return is received and reviewed, we'll notify you of the outcome. Approved refunds are processed within 7 business days back to your original payment method.

Please keep in mind:

  • Original shipping fees are non-refundable.
  • Return shipping costs are the customer's responsibility, unless the issue was caused by our error.

How to Initiate a Return

To get started, contact our support team via the Contact Us page with the following:

  • Order number
  • Product details
  • Reason for return (damage, defect, or incorrect item)
  • Supporting photos (if applicable)

Exchanges

We don't offer direct exchanges due to hygiene considerations. If your item arrives damaged, defective, or incorrect, we'll be happy to arrange a replacement or refund.

A Final Note

We know dealing with an order issue isn't fun, and we're here to resolve things as quickly and smoothly as possible. Thank you for choosing Cielena — we're dedicated to making sure every order brings a smile.

The Cielena Team