Mainland UK Customers
**FREE STANDARD UK DELIVERY OVER £35 **
- Standard: 48 hours from dispatch, Royal Mail - £2.95 (*excluding nail polish)
- Please be aware that due to high demand Royal Mail are currently experiencing delays on deliveries.
It's okay if you change your mind, we offer a 28 day returns policy as 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. *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 our returns center. Returns Centre
Please follow the instructions below so that your return can be processed as quickly as possible:
- Click on ‘Returns Centre’
- Enter your order number (numbers only) and shipping postcode
- Complete the selection of drop-down menu options and click Complete
- Print the shipping address page and attach to your package to send your returns to the correct processing address
- Please include your order number and name in the parcel
- 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 Please send your returns tracking number to our Customer Service Team.
- You will be notified by email once your returns have been received and processed.
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 at the address provided via our Returns Centre 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 as long as the items are unused and unopened. If you would like to exchange an item, please follow the return instructions via our Returns Centre. Once you have logged 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. 7 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.