CAN I EXCHANGE AN ITEM I ORDERED ONLINE?
UNFORTUNATELY, WE DO NOT OFFER EXCHANGE SERVICE AT THE MOMENT. WE WILL BE HAPPY TO ASSIST YOU FOR ANY RETURN AND REFUND.
CAN I EXCHANGE AN ITEM I ORDERED ONLINE?
UNFORTUNATELY, WE DO NOT OFFER EXCHANGE SERVICE AT THE MOMENT. WE WILL BE HAPPY TO ASSIST YOU FOR ANY RETURN AND REFUND.
How do I return something I ordered online?
IF YOUR ORDER ON CELINE.COM DID NOT GIVE YOU FULL SATISFACTION, WE WILL BE HAPPY TO ASSIST YOU FOR ANY REFUND. ITEMS PURCHASED ONLINE MUST BE RETURNED ONLY VIA POST MAIL USING OUR PRE-PAID RETURN SHIPPING LABEL. (by scheduling a pickup at no charge)
TO SCHEDULE A PICKUP AT NO CHARGE:
1 - VISIT WWW.CELINE.COM/RETURNS. ENTER YOUR ORDER NUMBER AND EMAIL ADDRESS ASSOCIATED WITH YOUR ORDER. SELECT THE ITEMS YOU WISH TO RETURN, THEN PRINT THE RETURN LABEL AND DOCUMENTS FOR STEP FOUR.
2 - CAREFULLY REPACK YOUR ITEM(S) AS THEY WERE DELIVERED TO YOU (WITH PROTECTIVE WRAPPING, PILLOWS, ETC) TO AVOID DAMAGE IN TRANSIT. PLACE THIS FIRST PAGE (THE RETURN NOTE WITH CELINE LOGO) INSIDE THE PARCEL. CELINE WILL BE UNABLE TO GRANT REFUNDS ON ITEMS NOT RETURNED IN PERFECTLY SELLABLE CONDITION.
3 - SCHEDULE YOUR PARCEL PICKUP BY VISITING CELINE.COM/DHL AND SELECTING YOUR COUNTRY FROM THE DROP-DOWN MENU. CLICK THE TAB “SCHEDULE A PICKUP”. SELECT “NO” WHEN ASKED IF YOU NEED TO CREATE A NEW SHIPPING LABEL. THEN ENTER THE WAYBILL NUMBER FOUND ON THE RETURN LABEL YOU PRINTED AND COMPLETE THE REST OF THE FORM.
4 - UNDER THE PRE-PAID RETURN SHIPPING LABEL (EXPRESS WORLDWIDE), SIGN THE AGREEMENT TO DHL’S TERMS AND CONDITIONS. THEN SIGN THE RETURN COMMERCIAL INVOICE (3 COPIES, LAST 3 PAGES); YOU WILL HAND THESE TO THE COURIER FOR CUSTOMS PURPOSES.
5 - AFFIX THE PRE-PAID RETURN SHIPPING LABEL (EXPRESS WORLDWIDE) TO YOUR PACKAGE AND HAND IT TO THE DHL COURIER AT PICKUP. THE COURIER WILL SCAN YOUR PARCEL AND ACTIVATE YOUR RETURN TRACKING NUMBER (WAYBILL NUMBER) SO YOU MAY TRACK YOUR SHIPMENT.
If you wish to return an item, please contact our Client Service within 14 calendar days from the date of delivery.
Articles must be unworn, unused and in sellable condition, with all original tags attached. They must be accompanied by the return request form included in the original order.
Personalized, altered, and made-to-order items are not eligible for return.
FRAGRANCES AND CANDLES THAT ARE NOT RETURNED IN THEIR ORIGINAL PACKAGING (CLEAR PROTECTIVE
FILM OR STICKER INTACT) WILL BE REFUSED. YOU MAY KEEP THE COMPLIMENTARY SAMPLES INCLUDED IN YOUR FRAGRANCE PURCHASES TO TEST SCENTS BEFORE UNSEALING THE FRAGRANCE BOTTLE.
Please note that refunds may take several working days to appear in your account, depending on your credit card issuer.
You may use other postal services at your own risk. CELINE is not liable for goods returned using any method other than our collection service.
CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR PRE-PAID RETURN SHIPPING LABEL.
ALL RETURNS MUST BE MADE BY MAIL.
NO RETURNS OR EXCHANGES CAN BE ACCEPTED IN STORES AT THIS TIME.
Return conditions
TO BE ELIGIBLE FOR A RETURN
PLEASE LET US KNOW IF YOU WISH TO RETURN AN ITEM WITHIN 14 CALENDAR DAYS FROM THE DATE OF DELIVERY.
ARTICLES MUST BE UNUSED AND IN SELLABLE CONDITION, WITH ALL ORIGINAL TAGS, ACCESSORIES AND SECURITY TAG ATTACHED.
SHOE OUTSOLES ARE EXTREMELY DELICATE AND MUST BE RETURNED UNMARKED. THEREFORE, WE RECOMMEND TRYING ON THE SHOES ON A CLEAN, CARPETED SURFACE.
EYEWEAR CANNOT BE RETURNED AFTER FRAMES HAVE BEEN FITTED WITH PRESCRIPTION OR REPLACEMENT LENSES.
PERSONALIZED AND MADE-TO-ORDER ITEMS ARE NOT ELIGIBLE FOR RETURN.
When can I expect my refund?
CELINE WILL DO EVERYTHING POSSIBLE TO ENSURE YOU ARE PROMPTLY REFUNDED.
ONCE YOUR RETURNED ITEM IS RECEIVED BY OUR CENTRAL WAREHOUSE, WE WILL PROCEED THE REFUND WITHIN 5 BUSINESS DAYS (BARRING PRODUCT QUALITY ISSUES AND CREDIT CARD ISSUER LEAD TIMES). REFUNDS WILL BE ISSUED TO THE ORIGNAL METHOD OF PAYMENT ONLY. A CONFIRMATION EMAIL WILL BE SENT TO YOU ONCE YOUR RETURN HAS BEEN PROCESSED AND YOUR ACCOUNT HAS BEEN CREDITED.
PLEASE CONTACT OUR CUSTOMER SERVICE IF YOU HAVE ANY QUESTIONS ON YOUR RETURN OR REFUND.
Are delivery charges and return shipping costs refundable?
CELINE offers free express shipping.
There are no return costs, as complementary pre paid labels ARE GENERATED AT RETURN CREATION.
CAN I RETURN AND EXCHANGE MY ITEM IN A CELINE STORE?
UNFORTUNATELY, NO ONLINE PURCHASES CAN BE RETURNED OR EXCHANGED IN A CELINE STORE FOR NOW.
I misplaced my return label. How do I obtain a new one?
Please contact our Client Service so we may send you a new one.
Can I use a different carrier for my return shipping?
WE RECOMMEND YOU TO ONLY USE OUR PRE-PAID RETURN SERVICE BY DHL EXPRESS. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR COLLECTION SERVICE WITH THE PRE-PAID RETURN SHIPPING LABEL.
Can I receive my refund on a credit card that is different from the one I used for the order?
For security reasons, we are only authorized to refund the original method of payment used for the purchase.
