FAQ
Ciaté London is the home of premium British beauty! To shop with us please create an account using your email address and a secure password. Within your account you are able to save multiple shipping address and link to Paypal for a speedy, secure checkout. Please note that if your email address is not recognised, but have previously shopped with us, you will need to create a new account for security reasons.
No! Ciaté London is Peta Certified and Cruelty Free, we are committed to a kind and sustainable future for all!
We do! Please select this option at checkout.
Please note that at busy times such as Holiday and Sale Periods some delivery options may be unavailable and it may take us slightly longer to send your order, but this will always be communicated and we'll do our best to get it to you as speedy as possible!
- Refunds are offered within 14 days of receiving the item.
- Postage for the return needs to be paid for by the customer. We recommend using a tracked service, with proof of delivery.
- Please write the reason for return on packing list when sending the item back to us.
- Shipping fees are non-refundable.
- For reasons of Health and Safety we can only offer refunds on items which are unused. Items must be returned in their original packaging.
- Items which are returned to us having been used will not be granted a refund.
- If an item arrives faulty or damaged, we will gladly replace the item free of charge.
- Exchanges are only available on the same item in a different shade. Exchanged items must be returned to us unopened and unused. Ciaté London will pay costs to send the exchanged item back to the customer.
- If order qualifies for a free gift, the gift will also need to be returned in a saleable condition or the refund will not be granted.
If you are having an issue with your delivery please email Customer Services referencing your order number so we can easily help you.
Standard USPS shipping can take up to 5 days, but usually takes between 2-3 days. Priority Shipping takes 1-2 days after dispatch. Our cut-off time for dispatching on the same day is 3pm CDT. Anything ordered after this time will be dispatched the next day, and will be subject to delivery timescales from this point onwards.
If you want to return an item you can do so as long as the product is unopened and unused. Please contact the Customer Services team within 14 days of receiving the goods and specify why you are returning the item/s, and if you are returning the item/s for a refund or an exchange. If the product is faulty please let us know the problem. Once we have received the item/s back into our warehouse we will arrange a refund or exchange for you.
If you wish to cancel your order please contact Customer Services as soon as possible after placing your order and we'll try our best to accommodate you. If the order has already been shipped or processed we may ask you to return it to us. Once we have received the order back we will arrange a refund.
If you have received a faulty or incorrect item then please contact Customer Services quoting your order number so that we can easily help you.
If your order is incomplete please contact customer service on Customer Services with your order number. Please note that some items will be shipped separately due to longer lead times (I.E. personalised items) and we will communicate this to you with your tracking information
We accept all major credit cards; however we do not accept Amex. You can also pay with a PayPal account or Apple Pay.
We ship to USA & Canada, unfortunately we do not shop to Puerto Rico, and we cannot ship to PO boxes.
Once all your items have been added to cart please log-in to your account and ‘Proceed to Checkout’. On this page you will see a summary of your order on the right hand side, including a space to ‘Apply a Gift Card or Discount Code’ – before proceeding on to your Preferred Shipping Options
If your discount code is not working please contact Customer Services
Please bear in mind that discount codes are only valid on full price products, they cannot be used in conjunction with any other offer or promotion, discounts cannot be added retrospectively and Ciaté London reserves the right to withdraw a promotion at any time.
If a product you want is out of stock then you can sign up for email alerts when it comes back into stock. Underneath the Out Of Stock alert is a link which reads ‘Can’t find your style?’ Please click on this link and enter your email address to be alerted as soon as new stock becomes available!
Due to security reasons, registered customers on our old website will need to re-register their account. This will not affect any previous offers or your rights with us. If you didn’t manage to claim back your ‘Loyalty Bows’ on your old account please get in touch with ‘Customer Services’ who will allocate you a discount code for the same value
To enquire about becoming a Ciaté stockist, please speak to our Customer Services team, and if we can work with you, a member of our sales team will get back to you.
If you love our products and fancy sharing the experience with friends, you can ask them to use your name at checkout to redeem an exclusive 20% discount, if turn, you'll be sent an exclusive discount code.
1. You will receive a discount for each friend who orders from us for the first time
2. The discount is only applicable to full-priced items.
3. In order for you to qualify for your offer, the friend you refer must be over the age of 18 and a new customer to Ciaté London.
4. There is no requirement for you to be an existing customer of ours
5. You must be over the age of 18 in order to share this offer
6. You will be notified by email when each friend that you have referred shops with us
7. Your offer will be valid for 3 months from the date earned
8. Your discount cannot be combined with other offer or discount codes in a single order
9. Discounts cannot be offered or applied retrospectively
