Refund policy

At Ciarelle, we want you to be happy with your order. We offer a 30-day return window from the date your order is delivered.

Return Eligibility

To qualify for a return, the item must be:

Unworn and unused
In its original condition
Returned with all tags attached
Returned in its original packaging
Accompanied by proof of purchase

Free Returns

Approved returns are free. Once your return request has been accepted, we will provide a prepaid return shipping label and instructions explaining where to send your parcel.

Please do not return an item before contacting us, as returns sent without prior approval may not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us at support@ciarelle.com as soon as possible and include your order number and clear photographs of the issue.

We will arrange an appropriate resolution, which may include a replacement, exchange or full refund. You will not be charged return shipping for damaged, faulty or incorrect items.

Product Materials

Materials vary depending on the product and may include synthetic materials, woven textiles, suede-look finishes, straw, beads and other decorative materials. Please check the individual product description for the material information applicable to that item.

Non-Returnable Items

The following items cannot normally be returned:

Personalised or custom-made products
Gift cards
Personal care or hygiene-sensitive products
Items clearly marked as final sale, where permitted by applicable law

This does not affect your legal rights if an item is faulty, damaged, incorrectly described or otherwise not as expected under applicable consumer law.

UK and European Customers

Customers in the United Kingdom and European Union may have additional cancellation and return rights under applicable consumer law, including a statutory cooling-off period for eligible online purchases. These rights are separate from our 30-day return policy and are not affected by it.

How to Start a Return

Email support@ciarelle.com with:

Your order number
The item you wish to return
Your reason for returning it
Photographs if the item is damaged, faulty or incorrect

Once approved, we will provide a prepaid return label and the correct return destination. The address shown on our website is our business contact address and may not be the address used for processing returns.

Refunds

We will notify you after your return has been received and inspected. If approved, your refund will be issued to the original payment method within 5–10 business days.

Your bank or payment provider may require additional time to display the refund. If more than 15 business days have passed since your refund was approved, contact support@ciarelle.com.