Refund policy

At Cielae, we aim to provide a clear and fair return and refund process. If you are not satisfied with your purchase, please review the policy below.

1. Return Window

You may request a return within 30 days of receiving your item.
Requests made after 30 days from the delivery date will not be eligible for a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

  • The item must be unused, unworn, and in the same condition as received
  • The item must be in its original packaging with all tags and labels intact
  • A valid proof of purchase (order confirmation or receipt) is required

Non-Returnable Items:
Items specifically marked as “Non-Returnable” at the time of purchase are not eligible for return.

3. Return Process

To initiate a return:

  1. Contact us at hello@cielae.shop with your order number and reason for return
  2. Our support team will review your request within 1–2 business days
  3. If approved, we will provide return instructions and the correct return address

Important:

  • Items returned without prior authorization will not be accepted
  • Do not send returns directly to the manufacturer

4. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect
  • Original shipping fees are non-refundable

For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for lost return shipments.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds will be issued to the original payment method within 3–7 business days
  • Processing times may vary depending on your payment provider or financial institution

Partial Refunds:
Partial refunds may be granted in certain situations, such as:

  • Items returned in used or damaged condition (not due to our error)
  • Incomplete returns (missing parts or packaging)

6. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your credit card provider (processing times may vary)
  • Contact your bank

If the issue persists, please contact us at hello@cielae.shop.

7. Exchanges

We only offer replacements for items that are defective, damaged, or incorrect upon arrival.
To request an exchange, please contact us with details and supporting photos if applicable.

8. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery.
We will evaluate the issue and provide a suitable resolution, such as a replacement or refund.

9. Contact Information

For any questions regarding returns or refunds, please contact us:

Business Name: Cielae
Email: hello@cielae.shop
Phone: +1-5111428454
Address: 611 Broadway Ave, Talladega, AL 35160, United States

Support Hours:
Monday – Saturday: 9:00 AM – 6:00 PM (Eastern Time, ET)
Sunday: Closed