Delivery & Returns
USA Customers
We deliver to USA and Canada, to find out your delivery costs, enter your address details in the Shipping Estimates tool in ‘my cart’
Free shipping over $50 for USA customers.
Please be aware, Ciaté London will not take responsibility for packages sent to PO boxes, or storage units.
🌍 All orders are proudly shipped to you using Eco-Friendly, Recyclable and Biodegradable materials. *Confetti Highlighter will contain bubble wrap to avoid damages.
All unreceived orders must be reported within 30 days after the dispatch date. If you have not received your order within this timeframe, please contact our customer service team immediately so that we can investigate and resolve the issue promptly. Failure to report non-receipt within the specified 30-day period may result in the inability to process a replacement or refund.
Returns
It's okay if you change your mind, we offer a 28 day returns policy as long as the product is unopened and unused. If the product is returned to us opened and used, for reasons of health and hygiene we will not offer a refund/exchange. *Ciate London does not cover the return shipping fee. We can only accept returns which have been bought directly from us.ciatelondon.com with valid proof of purchase (order number) and can't consider returns from any other retailers/stockists. If you have purchased a product at one of our retailers/stockists, please contact them directly. *The original postage fee for the order is not included in the refund due to this service already being provided.
Please note: For all bundle purchases, individual components may not be returned separately.
Ciaté London monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.
A refund for your returned product will be processed within 14 days of receiving your returned goods. Provided that you have returned the goods in their original condition to the address provided on our Returns Form within 28 days from delivery.
You will receive email notification of your refund from our Customer Service Team
How to return
To send items back to us you'll need to contact our Customer Service Team to receive our Returns Centre address by e-mailing us.enquiries@ciatelondon.com.
Please include your order number, the item name and reason for returning in your initial e-mail. Please use any tracked postal service for returns. Returns without proof of postage will not be eligible for a claim if they have not been received. Please send your returns tracking number to our Customer Service Team as soon as you have posted your return.
You will be notified by email once your returns have been received and processed.
Processing Refunds
A refund for your returned product will be processed within 14 days of receiving your returned goods. Provided that you have returned the goods in their original condition at the address provided via our Customer Service Team within 28 days from delivery.
You will receive email notification of your refund from our Customer Service Team.
Exchange
An exchange can be issued free of charge as long as the items are unused and unopened. If you would like to exchange an item, please follow the return instructions. You will need to notify our Customer Service team of your return, including details regarding the exchange you would like and proof of postage/tracking. The exchange will be processed within approx. 7 working days of receiving your returned goods and will be delivered via standard delivery. *Subject to availability
Procedure for damages/faulty/incorrect items
If the items you've received are damaged, faulty, or not what you originally ordered, we will be happy to resend them to you. Please notify our Customer Service team within 7 days.
To ensure a quick resolution please provide the order number and images of the damaged, faulty, wrong items and packing materials in your e-mail so that we can assist you as quickly as possible.
E-mail: us.enquiries@ciatelondon.com
Cancelling An Order
If you would like to cancel your order, please email our Customer Service Team as soon as possible us.enquiries@ciatelondon.com . We will do our best to cancel your order before it is processed but this is not guaranteed as we aim to respond to all Customer Queries within 48 hours
If your orders has processed or dispatched it can't be cancelled and to receive a refund the Returns Process will need to be completed or you can refuse the package upon delivery.
Once we have received the return a refund will be issued. Please allow 3-5 business days for refund processing.
For a more detailed returns policy, please check our FAQ's here.
