FAQ

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, contact us at support@ciarelle.com and we'll respond within 24–48 hours, Monday to Friday.

Orders & Payments

How do I place an order?
Browse our collections, select your preferred style and colour, add it to your cart, and complete checkout securely.

What payment methods do you accept?
We accept major credit and debit cards, PayPal, Apple Pay and Google Pay. Klarna may also be available to eligible customers at checkout.

Is it safe to shop on Ciarelle?
Our store uses SSL encryption and payments are processed through secure, PCI-compliant payment providers. We do not directly store complete payment-card details.

Can I change or cancel my order?
Cancellation requests can be submitted within 24 hours, but cancellation is only possible before processing or dispatch and cannot be guaranteed. Contact support@ciarelle.com as soon as possible.

Shipping & Delivery

How long does delivery take?
Orders are prepared and dispatched within 1–3 business days, excluding weekends and public holidays. After dispatch, standard delivery typically takes 5–8 business days.

How much does shipping cost?
We offer free standard shipping on every order, with no minimum spend. Customs duties, import taxes or handling charges may apply depending on the destination. Unless included during checkout, these charges are the customer's responsibility.

Where do you ship?
We currently ship to Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, the Netherlands, Portugal, Spain, Sweden, the United Kingdom and the United States. Available destinations, delivery times and carriers may vary.

How do I track my order?
Once your order has been dispatched, you'll receive a tracking number by email. Allow up to 24 hours for tracking to become active. If you haven't received tracking information after the 1–3-business-day processing period, contact us.

What if my order is delayed?
Contact us if your order has not arrived within eight business days after dispatch. Check your tracking information and email support@ciarelle.com with your order number so we can investigate.

Returns & Refunds

Can I return my order?
Yes. We offer a 30-day free return window from the date of delivery. Items must be unused, unworn, with tags attached and in their original packaging.

How do I start a return?
Email support@ciarelle.com with your order number and reason for return. Please do not send an item back without prior approval.

Who pays for return shipping?
Approved returns are free. We will provide a prepaid return label and return instructions. Faulty, damaged or incorrect items are also returned at no cost to you.

When will I receive my refund?
Once your return is received and inspected, an approved refund is issued to your original payment method within 5–10 business days. Your payment provider may need additional time to display it.

What if my order arrives damaged, faulty or incorrect?
Contact us as soon as possible after delivery at support@ciarelle.com. Include your order number and clear photographs of the issue so we can arrange an appropriate resolution.

Products

Are your bags real leather?
No. Materials vary by style and are listed 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.

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 aim to display product colours and details accurately. Appearance may vary slightly depending on screen settings and lighting.