Shipping & Returns
Every Cielles order is packed by hand in protective, recyclable materials and sent with tracked, insured delivery. Should a piece not settle into your home as you hoped, returns are simple and unhurried.
Delivery
| Region | Standard | Express | Cost |
|---|---|---|---|
| United Kingdom | 2–4 working days | Next working day | Complimentary over £150 · £8 standard |
| Europe | 3–6 working days | 2 working days | Complimentary over £300 · £18 standard |
| United States & Canada | 5–8 working days | 2–3 working days | Complimentary over £400 · £28 standard |
| Rest of world | 7–12 working days | 3–5 working days | Calculated at checkout |
Timelines run from dispatch. Larger homeware pieces travel by specialist furniture carrier, who will contact you to arrange a two-hour delivery window.
Returns
30 days to decide. Prepaid labels on all UK and EU orders.
- 01
Request
Email contact@cielles.com within 30 days of delivery with your order number and the pieces you wish to return.
- 02
Repack
Return items unused, with original packaging and tags. Reuse the Cielles box wherever possible.
- 03
Send
Attach the prepaid label we provide and drop the parcel at any carrier point, or book a collection.
- 04
Refund
Once received and inspected, your refund is issued to the original payment method within 5 working days.
Frequently asked
- When will my order be dispatched?
- Orders placed before 12:00 GMT on a working day are packed and dispatched the same day. Orders placed at the weekend or on a public holiday leave the atelier on the next working day.
- How do I return an item?
- You have 30 days from delivery to request a return. Email contact@cielles.com with your order number and we will issue a prepaid label and collection instructions. Items must be unused, in original packaging and with all tags attached.
- When will I be refunded?
- Refunds are issued to the original payment method within 5 working days of your return arriving at our warehouse. Bank processing may add a further 2–5 days.
- Can I exchange for another size or finish?
- Yes. Note the preferred replacement when you request your return and we will reserve it for 14 days. Any price difference is settled by payment link or partial refund.
- What about duties and taxes?
- UK and EU prices include VAT. Orders shipped outside the UK and EU may incur import duties collected by the carrier on delivery; these are the responsibility of the recipient.
- Which items cannot be returned?
- Bespoke, monogrammed and made-to-order pieces, plus earrings and intimate garments, are final sale unless faulty.
Still need assistance?
Our client care team answers within one working day, Monday to Friday, 9:00–18:00 GMT.
contact@cielles.com