Refund policy

We hope you love your order, but if you need to return, please follow the guidelines below:

General Returns

Returns must reach our warehouse within 14 days of receipt.
Items must be unused, unworn, in original packaging, with tags attached.
No stains, odours, makeup, fake tan, deodorant, or signs of washing/wear.
Customers cover return postage (use tracked/signed service & keep proof, if you return without tracking this is at your own risk if it goes missing).
Refunds (minus shipping costs) may take 7-10 working days to process.
Please ensure the items are returned in our branded zip lock bags and are in a reusable condition, please do not use the clothing bags as parcel bags to return as you will be charged £2 if they are damaged or missing from your return.
If you received free shipping but returned all items in your order a shipping fee of 5.99 will be deducted from your refund.

Exclusions

Sale items: exchange only (size or other sale item). No refunds. Exchanging shipping cost is charged to the customer - we do not cover this so keep in mind when exchanging you will have to pay for return postage and exchange postage for new sale item.
Pre-order items: exchange or 3-month store credit only. No refunds.
Mystery Boxes: non-returnable, non-refundable. FINAL SALE
ALL ITEMS UNDER £10 SALE ARE FINAL SALE

Other Conditions

We are within rights to refuse returns if items don’t meet our standards and you will be asked to pay the postage to return the refused return back to you, if it is not paid then the order will be disposed of.
Late returns that are refused will be sent back at your cost, if return postage isn't paid for this then it will also be disposed of.
Original shipping & return postage are non-refundable.
Faulty items: contact us with photos within 7 days of receiving for case-by-case resolution.
Ensure your delivery address is correct—we cannot refund/replace parcels sent to an incorrect address.
For international orders, customs/duties are the customer’s responsibility, please ensure customs is paid within the 48 hours otherwise it will be sent back and we will need to obtain a second postage charge to resend this to you and your original postage cannot be refunded.
If you request your parcel be left in a “safe place” and it goes missing, we cannot issue refunds as this is chosen at your own risk and DPD will not allow claims for this.

HOW TO RETURN

Include your name, order number & reason for return inside your parcel.

Send to:

CELAIA

85A LINKS ROAD

ASHTEAD

KT21 2HL

UNITED KINGDOM

Refund will be provided to original payment method within 5-7 working days of us processing the return.

For pre order/sale items gift card will be provided within 1 day of return being processed.

📧 Customer Service: Care@Celaia.co

By purchasing, you agree to these terms.

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