Refund policy

Our Refund Policy

At CielHem, we are committed to your complete satisfaction with every purchase of our Tops, Skirts, and Pants. If you are not entirely happy with your order, we are here to help. Please review the following policy details carefully.

Eligibility for Refunds

To be eligible for a return and refund, your item must meet the following conditions:

  • The item must be in its original, unused, and unwashed condition.
  • All original tags and labels must be attached.
  • The item must be in its original packaging, if applicable.
  • You must initiate the return request within 14 days of receiving your order.

Items that are damaged, altered, or show signs of wear cannot be accepted for a refund.

Non-Refundable Items

For hygiene and safety reasons, the following items are not eligible for return or refund:

  • Items marked as "Final Sale" or "Clearance" on the product page.
  • Any item not in its original condition.

How to Initiate a Return

Since we do not have a user account system, please follow these steps:

  1. Contact our support team via email at [email protected] within the 14-day window.
  2. In your email, please include:
    • Your order number.
    • The product name(s) and reason for return.
    • Clear photos of the item(s) if there is an issue with the product received.
  3. Our support team will respond with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to us.
  4. Pack the item securely, include the RMA number inside the package, and ship it to the address provided.

Please note: We recommend using a trackable shipping service. CielHem is not responsible for return items lost in transit.

Refund Processing

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.

  • If your return is approved, your refund will be processed automatically to your original method of payment.
  • Please allow 5-10 business days for the refund to appear in your account after processing, depending on your bank or payment provider.
  • The cost of original shipping is non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong or defective item shipped).

Exchanges

We currently do not offer direct exchanges. To receive a different size or color, please initiate a return for the original item and place a new order for the desired item on our website.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with your order number and photo evidence. We will arrange for a prepaid return label and expedite a replacement or full refund at no extra cost to you.

Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact our customer support team.

Email: [email protected]

We aim to respond to all inquiries within 24-48 hours during business days.