Refund policy

Returns & Refunds

We have a 14-day return policy, which means you have 14 days from receiving your order to let us know that you would like to return an item. After notifying us, you have a further 14 days to send the item back to us.

To be eligible for a return, items should be returned in their original condition, with tags attached and in their original packaging. You may handle and try on items as reasonably necessary to assess them, but items that have been worn or used beyond this may be subject to a deduction for any loss in value.

Proof of purchase will be required.

To start a return, please contact us at info@ciesempre.com.

Order Cancellations

Cancellation requests can be made before an order has been fulfilled by contacting us at info@ciesempre.com.

Once an order has been fulfilled or dispatched, please follow the return process above. Nothing in this policy affects your statutory cancellation rights.

Damages & Issues

Please inspect your order upon receipt and contact us as soon as possible if your item is damaged, faulty, or you have received the wrong item, so that we can assess the issue and make it right.

We cover the cost of returning an item where it is faulty, damaged, or incorrect. For returns due to a change of mind, the customer is responsible for the cost of return.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to the original payment method within 14 days of receiving the returned item. Where applicable, we will also refund the cost of standard delivery paid for the original order. Additional delivery charges for an upgraded shipping method are not refundable beyond the cost of standard delivery.

Please note that your bank or payment provider may take additional time to process and display the refund.

Statutory Rights

Nothing in this policy affects your statutory consumer rights. This includes your rights in relation to goods that are faulty, not as described, or not fit for purpose.

International Customers

Our returns policy applies to orders shipped within the UK, US and Canada. For international returns, the customer is responsible for return shipping costs unless the item is faulty, damaged or incorrect, subject to applicable local consumer law.