Returns & Refund
Keep in mind that most Celimoya products are made-to-order to help reduce environmental waste and (to keep prices low for our customers) we charge these fees, which are automatically deducted from your refund amount.
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In this article, you can find important information regarding our return policy (hyperlinked to the appropriate section for ease of access).
- Return Policy (Full policy, list of returnable and non-returnable items)
- Return Shipping Charges
- Refund Details
- Damaged, Defective, or Mis-Shipped Items
- Reserved Rights Regarding Returns
- Return Request Instructions
Before ordering with us, please be sure to read this article carefully. You will be required to check that you have read and understood this article during checkout (the article will be linked on the checkout page).
Return Policy (Full policy, list of returnable and non-returnable items)
The following items are returnable:
• Standard-size dresses (except final sale dresses)
• Most accessories
If you are not satisfied with your item(s), please request a return in My Orders or Contact our Customer Service to initiate the return process to get the return form within 14 days upon receiving your item(s). Therefore, we encourage you to inspect and try on all items as soon as they are delivered.
Please send your item(s) using local post within 7 days from receiving the return form. The return form must be included in your return package.
Note:
• All returnable items must be unwashed, unworn, unaltered, and in original condition with their tags still attached.
• Refunds will be rejected for any items arriving back with obvious signs of wear, wash, alterations, or missing tags.
• If you received promotional gifts with your order, but need to return your order, you may keep these gifts.
• We won't take back the points, which you get for placing the order. The points will be retained in your account. But the points used for your order will not be refunded.
• Once your return is in transit back to us, we cannot resend any of the items to you. Please make sure you do not include non-Celimoya items or items that you don’t plan to return, in your return package as we are unable to send them back to you.
The following items (and any others marked as non-returnable on their ordering page) are non-returnable:
- Final Sale Items
- Lingerie
- Jewelry
- Name Necklaces
- Name Rings
- Bracelets
Return Shipping Charges
You can choose to return the packages by yourself at your cost. The price would vary by country and shipping company. And you need to confirm the return delivery status by yourself.
Currently, for a better return experience, we offer return labels for our customers from specific countries. We do charge a return shipping fee, but with our return label, usually the price would be lower than other shipping companies. You don't need to worry about the return delivery.
• For customers from countries with return label service:
We offer return labels so that you can directly attach the label to the front of your package for the return without paying the return shipping fee to the post location. The return shipping fees will be automatically deducted from your refund amount.
• For customers from countries without return label service:
If you need to return the items, you can take your package to the local post location and send it back to us. The return shipping fee will be paid by you directly to the post location.
Refund Details
What Gets Refunded
For returned items, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. If there is a restocking fee, we will also deduct it from the refund amount.
Processing Time
• For customers who placed orders using online payment methods:
Refunds only begin once a returned package has been scanned and confirmed back into our warehouse. Once scanned and confirmed, the refund will be credited back to the original payment method within 7-10 days (the actual processing time depends on your payment method and bank). We’ll email you a notification once we confirmed your returned products and processed the refund.
• For customers who placed orders using offline bank transfers:
Currently, we are unable to refund the money using the way you transfer when placing your order. After a returned package has been scanned and confirmed back into our warehouse, our customer service will contact you for the refund methods and details.
You can also contact customer service to provide your PayPal account after returning the package. We will process the refund immediately after the package has been scanned and confirmed back into our warehouse. The whole refund process will be faster.
Damaged, Defective, or Mis-Shipped Items
Celimoya will issue a full refund including shipping for any damaged, defective, or mis-shipped items as long as we are notified within 14 days of delivery to you.
If your item arrives damaged or defective, please request a return in My Orders or Contact Us directly for assistance with processing your return. After 14 days, we may not be able to process the return and a full refund.
Reserved Rights Regarding Returns
We reserve the right to define and limit, refuse, and/or reject returns from you at any time due to but not limited to:
• Returns in an unacceptable condition (worn, altered, washed, damaged).
• Returns without our prior knowledge.
• Irregular or excessive returns history indicates potentially fraudulent or criminal activity.
• Irregular or excessive returns history involving worn, altered, washed, damaged, or missing items.
• Bulk orders with multiple sizes/variations of items of the same type.
We are not liable for these issues:
• Return item(s) are lost or damaged on the way back to us. Please keep the receipt with tracking information.
• Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter the appearance of your Celimoya product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
• Products are damaged by misuse, mishandling, or poor maintenance.
• Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
Return Request Instructions
For Returnable Items
For a better return experience, currently we provide a Self-Return Service for returnable items. You can follow the steps below to process your return:
Step 1: Submit your return request
Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request", then you’ll go to the page where you can submit your return request:
1. Select the item(s) that you want to return. Then click "NEXT".
2. Select the reason and add photos for the return. Then click "NEXT".
3. Select the method for your return. If your country is on the list which we offer return labels, you can choose between "Celimoya delivery service" and "Self-Sending". If your country is not on the list, "Self-Sending" would be the only option.
4. On the last page, you can download the PDF file which contains your return label (if you choose "Celimoya delivery service" as your return method), return form, and instructions for your return. Or you can input your email address and click "Send", then you'll be emailed the PDF file and detailed instructions for your return.
Please Note: If you received a wrong item/size or damaged/defective item, after selecting the corresponding reason and adding photos for the explanation, your request would be automatically forwarded to our customer service team and they’ll look into the issues and give you a satisfactory solution.
Step 2: Send out the package
• For customers who choose Celimoya Delivery Service
Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.
Print the Return Label and attach it to the surface of your package ensuring any original delivery labels are covered.
Take your package to the local post office. You can just give the parcel to them directly and don't need to pay extra money there.
• For customers who choose Self-Sending
Box the item(s) up, remember to print the Return Form and put it in the return package. Otherwise, we cannot find your order in our system and process the return just by the package received.
Take your package to the local post office and send it back to us. Please use a safe and reliable delivery service to return the package to ensure the package will reach us. Please keep the receipt of the returned package with you as your proof of return.
Step 3: Get your refund
When we receive the returned package, the item(s) will be inspected to ensure it is in its original condition and has the issues stated in the return request. Once confirmed, we'll start processing your refund. For more detailed refund time instructions, please check the "Refund Details" section of this article.
For Non-Returnable Items
We don’t provide the Self-Return Service for Non-returnable Items. If you insist on returning such items, please submit your request to our customer service team by following instructions:
1. Find the order that you want to return on the "My Orders" page. Click where it reads "Return Request".
2. Find the item you wish to return, click "Submit Request", then you’ll go to the page where you can submit your return request.
3. Select the non-returnable item(s), which you wish to return, write the reason and add photos for your return request.
4. After entering the verification code and clicking "Submit Request", your return request would be automatically forwarded to our customer service team. They’ll look into your request and give you a satisfactory solution.