Everything you need to know
We've put together answers to the questions we hear most. If you can't find what you're looking for, we're always happy to help — just drop us a line at support@ciarelle.com and we'll get back to you within 24–48 hours.
ORDERS & PAYMENTS
How do I place an order? Simply browse our collections, select your preferred style and color, and click "Add to Cart". When you're ready, proceed to checkout and complete your purchase securely.
What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay and Google Pay.
Is it safe to shop on Ciarelle? Absolutely. Our store uses SSL encryption and all payments are processed through secure, PCI-compliant payment providers. We never store your card details.
Can I change or cancel my order? Contact us within 24 hours of placing your order at support@ciarelle.com and we'll do our best to accommodate changes before dispatch.
SHIPPING & DELIVERY
How long does delivery take? Orders are processed within 1–3 working days. Standard delivery takes 5–10 working days from dispatch depending on your location. You'll receive a tracking number by email once dispatched.
How much does shipping cost? Free worldwide shipping on every order. No minimum spend, no hidden fees.
Do you ship internationally? Yes — we ship worldwide. Delivery times and carriers may vary by destination.
How do I track my order? Once your order ships you'll receive a tracking number by email. Allow up to 24 hours for tracking to update after dispatch. If you haven't received your tracking within 5 working days please contact us.
What if my order is delayed? If your order hasn't arrived within the estimated timeframe, first check your tracking link. If there's no update after 15 working days please contact us at support@ciarelle.com and we'll investigate immediately.
RETURNS & REFUNDS
Can I return my order? Yes — we offer a 30-day return window from the date of delivery. Items must be unused, unworn, with tags attached and in original packaging.
How do I start a return? Email support@ciarelle.com with your order number and reason for return. We'll send you the return instructions. Please don't send items back without prior approval.
Who pays for return shipping? Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.
When will I receive my refund? Once your return is received and inspected, refunds are processed within 5–10 business days back to your original payment method.
What if my order arrives damaged or incorrect? Contact us with clear photos at support@ciarelle.com and we'll make it right — with a replacement, exchange, refund or store credit at no cost to you.
PRODUCTS
Are your bags real leather? No — our bags are made from high-quality vegan, cruelty-free materials, never animal leather. Materials vary by style, from woven and suede-look finishes to natural straw and beads. You'll find specific material and care details on each product page.
How do I care for my bag? Avoid prolonged exposure to water, oils, perfumes and direct sunlight. Clean gently with a soft dry cloth and store in a cool dry place. A dust bag or pouch helps maintain its shape.
Do your bags come with a dust bag? Selected styles include a dust bag. Check the product description for details.
Are your bags true to the photos? We photograph all products in natural lighting to represent colors as accurately as possible. Slight variations may occur depending on your screen settings.
ACCOUNT & OTHER
Do I need an account to order? No — you can checkout as a guest. However creating an account makes it easier to track orders and manage returns.
How can I contact Ciarelle? Email us at support@ciarelle.com — we respond within 24–48 hours, Monday to Friday.
Do you have a physical store? We are an online-only brand, which allows us to offer quality bags at accessible prices with free worldwide shipping.