Refund policy

Return & Refund Policy — Ciel&Co

We want you to love everything you order from Ciel&Co. If something isn't right, we're here to make it right.

ORDER CANCELLATIONS
You can cancel your order free of charge within 24 hours of placing it — just email us at ciel.collective.support@gmail.com with your order number and we'll cancel and refund you in full.

After 24 hours, your order may already be with our suppliers and can no longer be cancelled. In that case, you can still return it under our 30-day return policy below once it arrives.

30-DAY RETURNS
You have 30 days from the date your order is delivered to request a return. To be eligible, items must be unused, unworn, unwashed, with all tags attached, and in their original packaging.

Beauty & personal care items (including face masks and lip products) can only be returned if unopened, for hygiene reasons.

Final sale and clearance items cannot be returned.

HOW TO START A RETURN
Email us at ciel.collective.support@gmail.com with your order number and the item(s) you'd like to return. We'll reply with return instructions. Please don't send anything back before hearing from us.

RETURN SHIPPING
Customers are responsible for return shipping costs, except when the return is due to our error (wrong item, damaged, or defective) — in those cases, we cover it.

DAMAGED, DEFECTIVE, OR WRONG ITEMS
If your order arrives damaged, defective, or incorrect, email us within 14 days of delivery with a photo of the issue. We'll send a replacement or issue a refund — no need to ship the item back.

REFUNDS
Once we receive and inspect your return, we'll notify you and issue a refund to your original payment method within 7 business days. Please note that some of our pieces ship directly from our trusted partner suppliers, so return processing may take a few extra days.
If you haven't received your refund after 10 business days from our confirmation, please contact us and we'll look into it right away.

QUESTIONS?
Reach us anytime at ciel.collective.support@gmail.com — we typically respond within 1-2 business days.