14-day return window

Contact us within 14 days of delivery.

Return shipping

Customer-paid for standard returns.

Original payment method

Approved refunds go back to the way you paid.

Before you start

A few details to help your return go smoothly.

Contact us within 14 days of receiving your item to request a return. For a standard return, please check that:

  • The item is unworn or unused, unwashed and unaltered.
  • It is free from odours, stains, dirt and pet hair.
  • Original tags remain attached. Please keep the original packaging.
  • You have your order number or proof of purchase.

Standard return shipping is paid by the customer, including any applicable return duties or taxes. If your item is defective, damaged or incorrectly supplied, contact us first so we can arrange an appropriate solution.

For EU customers: when exercising an applicable statutory 14-day right of withdrawal, you do not need to give a reason. Your statutory consumer rights remain unaffected by our standard return conditions.

How it works

Three steps, from your first email to your refund.

  1. Email your return request

    Write to support@celavie.store with your order number and the item you wish to return. Our team aims to review return requests within 24–48 hours.

  2. Follow the return instructions

    We will email you the designated return address and any return authorisation instructions. Contact us before posting and use only the address provided by our support team.

    Pack the item securely and send it using a tracked shipping service. Keep the tracking number and proof of postage until your return is resolved.

  3. Receive your refund update

    Once your return is received and inspected, we will email you with the outcome. Approved refunds are processed to your original payment method within 10 business days.

    Your bank or payment provider may need additional time to show the funds. Applicable statutory refund deadlines take priority.

Send your request

Have your order details ready. We will guide you from there.

What to include in your email

Send your request to support@celavie.store. Please include:

  • Your order number and the email address used at checkout.
  • The item or items you wish to return, including size and colour where relevant.
  • A reason, if you would like to share one. It is not required when exercising an applicable EU statutory right of withdrawal.
  • For a damaged, defective or incorrect item: a description of the issue and clear photos of the item and relevant packaging.
Email a return request

Opens a draft in your email app. Add your details and send it to submit your request. You can also email us directly at the address above.

Return questions

Costs, exchanges and the details that matter.

Who pays for return shipping?

For standard returns, including a change of mind or selecting an unsuitable size, you pay the return shipping costs and any applicable return duties or taxes.

For verified defective, damaged or incorrectly supplied items, we will cover return shipping costs or arrange an appropriate refund or replacement. Contact us before posting the item.

Where should I send my return?

Our support team will provide the designated return address and instructions by email after reviewing your request. Use only the address they provide, and keep your postage receipt and tracking number.

Can I exchange an item for another size or colour?

We do not offer direct exchanges. Request a return for your original item, then place a separate order once your return has been accepted.

Before reordering, check the Size Guide on that product’s page. Measurements and fit vary between products. Availability and prices may change.

What if my item is damaged, defective or incorrect?

Email support@celavie.store as soon as you notice the issue. Include your order number, a description and clear photos of the item and relevant packaging.

Keep the item and packaging while we review your case. Once verified, we will arrange an appropriate solution and cover any required return shipping costs.

Are any items excluded from standard returns?

Our standard return exclusions include personalised or custom items, certain hygiene-sensitive items, gift cards and items specifically marked “Final Sale”. Check the Refund Policy and any item-specific conditions before ordering.

These exclusions do not remove your applicable statutory rights, including rights relating to faulty or misdescribed goods.

What if I have not received my refund?

Approved refunds are processed to your original payment method within 10 business days. Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since approval, email us with your order number and the return details so we can help. Applicable statutory refund deadlines take priority.