Refund policy
Returns for Online Purchases
CIELA DOES NOT refund for a simple change of mind. We happily offer an exchange within 7 days or credit note (valid for 6months) for full price items.
- Orders eligible for a return must be sent back as new with tags attached and must be unworn, unwashed, undamaged and unaltered within 14 days of receiving your order. Any time after this period, we cannot accept any returns.
- We do not accept returns on items if they have been paid for with a credit note or item has already been exchanged.
- We do not accept returns on sale items.
- Returns are at customer’s expense.
- If eligible for a return, please allow 3-5 business days (once we have received your order for processing).
- For hygiene reasons we don't accept returns on handbags, jewellery or headwear.
- CLICK AND COLLECT Orders must be returned 7 days from purchase date for a credit note or exchange.
- Email hello@ciela.com.au within 3 days of receiving your order to lodge your return. You will be provided with an RA number to note down on your return.
PLEASE NOTE: Strictly no returns on accessories including Handbags/clutches, headwear & jewellery.
PLEASE NOTE: Strictly no returns on sale items.
DURING PROMOTIONAL SALE PERIODS WE DO NOT ACCEPT ANY RETURNS. Please choose carefully.
Please Note: Garments are well checked prior to being packed and sent. All care must be ensured when trying on at home.
Missing or stolen parcels
Unfortunately, there are instances where parcels go missing or get stolen within the postal service. We understand this is incredibly frustrating and are here to help track down these items where we can. Please note however, this is something out of our control & we don't accept responsibility for missing or stolen parcels within the Postal system. We advise you to get into contact with your local postal service to try and sort out these cases. Of course, contact us should you have any questions or need support.
In Store purchases
Please choose carefully as CIELA DOES NOT refund for a simple change of mind. We happily offer an exchange within 7 days or credit note (valid for 6months) for full price items. Any time after this period, we cannot accept any returns.
PLEASE NOTE: Strictly no returns on sale items, jewellery, bags & headwear.
- CIELA STUDIO requires your item(s) to be returned in store within 7 days of original purchase with receipt for proof of purchase.
- Returned items that have been worn, washed, damaged or altered from their original state (tags removed) will not be accepted. All garments must be in original condition with all tags attached to ensure the approval of your return request.
- We happily offer an exchange within 7 days or a credit note (valid 6 months).
- CIELA STUDIO take no responsibility for lost or stolen credit notes or gift vouchers.
DURING PROMOTIONAL SALE PERIODS WE DO NOT ACCEPT ANY RETURNS. Please choose carefully.
Please Note - that refunds are given only for items deemed to be a manufacturing fault.
Fabric that has sections of yarn thicker than the rest, creating uneven texture/s or a blend of both is not considered a fault. In compliance with Australian Consumer Law, CIELA is not required to provide a refund for a change of mind or need a different size/colour.
For all enquiries regarding your in-store purchase, please contact us at:
Shop 1/157 Stanley Street, Townsville City, QLD, 4811.
PH: 0409 741 199
For all enquiries regarding your online purchase, please contact us at:
hello@ciela.com.au
