Delivery and Returns
DELIVERY & RETURNS
Mainland UK Customers
**FREE STANDARD UK DELIVERY ON ORDERS OVER £49**
Standard: 48 hours from dispatch, Evri - £3.95
It's okay if you change your mind, we offer a 28 day returns policy so long as the product is unopened and unused. If the product is returned to us opened and used, for reasons of health and hygiene we will not offer a refund/exchange.
*Ciate London does not cover the return shipping fee.
We can only accept returns which have been bought directly from ciatelondon.com with valid proof of purchase (order number) and can't consider returns from any other retailers/stockists. If you have purchased a product at one of our retailers/stockists, please contact them directly.
Ciaté London monitors return activity and reserves the right to deny returns that, in its sole discretion, do not meet the return policy requirements, in instances of abuse, or for items that were re-sent at no cost in a good faith gesture following a report of non-receipt.
*The original postage fee for the order is not included in the refund due to this service already being provided.
Please note: For all bundle purchases, individual components may not be returned separately.
HOW TO RETURN
To send items back to us you'll need to use the Returns Form included in your parcel. Please include this form inside the box with your returned items.
Please fill in the reason code for your return using number 01-04 and indicate whether a refund or exchange is wanted.
01 – Item damaged on Arrival
02 – Item Faulty
03 – Product no longer required/Changed mind
04 – Incorrect Product Received
Any additional information can be written in the comment section.
Please use any tracked postal service for returns. Returns without proof of postage will not be eligible for a claim if they have not been received.
You will be notified by email once your returns have been received and to find out what product is required (in case of exchange).
Return Address: Ciate London C/O Synergy Retail Support, Unit 3 Ravens Way, Crowlane Industrial Estate, Northampton, NN3 9UD
A refund for your returned product will be processed within 14 days of receiving your returned goods. Provided that you have returned the goods in their original condition to the address provided on our Returns Form within 28 days from delivery.
You will receive email notification of your refund from our Customer Service Team.
An exchange can be issued free of charge so long as the items are unused and unopened. If you would like to exchange an item, please follow the return instructions above. Once you have sent your return, please e-mail our Customer Service team with details regarding the exchange you would like and proof of postage/tracking. The exchange will be processed within approx. 3 working days of receiving your returned goods and will be delivered via standard delivery. *Subject to availability.
Procedure for damages/faulty/incorrect items
If the items you've received are damaged, faulty, or not what you originally ordered, we will be happy to resend them to you. Please notify our Customer Service team within 7 days.
To ensure a quick resolution please provide the order number and images of the damaged, faulty, wrong items and packing materials in your e-mail so that we can assist you as quickly as possible.
Cancelling An Order
If you would like to cancel your order, please e-mail our Customer Service Team as soon as possible at email@example.com. We will do our best to cancel your order before it is processed but this is not guaranteed as we aim to respond to all Customer Queries within 48 hours.
If your orders has processed or dispatched it can't be cancelled and to receive a refund the Returns Process will need to be completed or you can refuse the package upon delivery.
Once we have received the return a refund will be issued. Please allow 3-5 business days for refund processing.