FAQ - Returns & refunds

ITEMS PURCHASED ONLINE MAY BE RETURNED WITHIN FOURTEEN (14) CALENDAR DAYS FROM THE DATE OF DELIVERY VIA POST MAIL.​ ​

RETURN BY MAIL (PICKUP AT NO CHARGE) :​

1 – VISIT CELINE.COM/RETURNS. ENTER YOUR ORDER NUMBER AND EMAIL ADDRESS ASSOCIATED WITH YOUR ORDER. SELECT THE ITEMS YOU WISH TO RETURN, PRINT THE RETURN LABEL AND DOCUMENTS FOR STEP FOUR.​
2 – CAREFULLY REPACK THE ITEM IN ITS ORIGINAL PACKAGING AND INTO THE ORIGINAL DELIVERY BOX TO PROTECT AGAINST DAMAGES IN TRANSIT. PLEASE INCLUDE THE PRINTED CELINE RETURN NOTE.​
3 – SCHEDULE YOUR RETURN PICKUP BY VISITING CELINE.COM/DHL AND SELECT YOUR COUNTRY FROM THE DROPDOWN MENU. CLICK ON “SCHEDULE A PICKUP” TAB AND SELECT “NO” WHEN ASKED IF YOU NEED TO CREATE A SHIPPING LABEL. ENTER YOUR CONTACT NUMBER AND THE 10-DIGIT WAYBILL NUMBER FOUND UNDER THE BARCODE ON THE RETURN SHIPPING LABEL. COMPLETE THE FORM AND SELECT YOUR PREFERRED PICKUP DATE AND TIME.​
4 – SIGN THE RETURN SHIPPING LABEL TERMS & CONDITIONS AGREEMENT AND AFFIX THE RETURN SHIPPING LABEL ONTO YOUR PACKAGE. SHOULD THE RETURN DOCUMENT CONTAINS ANY COMMERCIAL INVOICES, PLEASE SIGN ALL THE COPIES. THESE DOCUMENTS ARE TO BE HANDED TO THE COURIER FOR CUSTOMS PURPOSES. ​
5 – HAND THE PACKAGE TO THE COURIER AT PICKUP. THE COURIER WILL ACTIVATE YOUR RETURN TRACKING NUMBER (WAYBILL NUMBER) AND YOU CAN TRACK YOUR SHIPMENT.​ ​

WE RECOMMEND USING OUR PREPAID RETURN SERVICE. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR COLLECTION SERVICE. YOU MAY USE OTHER POSTAL SERVICES AT YOUR OWN RISK. IF YOU PREFER TO USE A DIFFERENT CARRIER, YOU WILL NEED TO COVER THE COST OF THE SHIPMENT AND INSURANCE.​ ​

ONLINE PURCHASE CANNOT BE RETURNED OR EXCHANGED IN STORES AT THIS TIME.​ ​

PLEASE CONTACT OUR CLIENT SERVICE SHOULD YOU REQUIRE ASSISTANCE WITH YOUR RETURN.​

RETURNED ITEMS MUST BE UNWORN, UNUSED AND IN SELLABLE CONDITION WITH ALL ORIGINAL TAGS, ACCESSORIES AND PACKAGING WITH THE EXCEPTION OF EARRINGS, SWIMWEAR, BOXERS AND SOCKS DUE TO HYGIENE STANDARDS. THE REMOVABLE SEALS ATTACHED TO CERTAIN PRODUCTS MUST BE ABSOLUTELY KEPT ON.

INCOMPLETE, DAMAGED, WORN, SOILED, ALTERED AND PERSONALIZED ITEMS WILL NOT BE ACCEPTED FOR RETURN.​ ​

LEATHER GOODS AND BELTS MUST BE TRIED ON GENTLY AND RETURNED WITHOUT SCUFFS, CREASES AND SCRATCHES TO THE LEATHER AND METAL HARDWARE.​ ​

HEADWEAR INNER RIM AND READY TO WEAR MUST BE FREE OF COSMETICS STAINS AND SNAGS.​ ​

SHOES MUST BE TRIED ON CLEAN, DRY AND NON-ABRASIVE SURFACES TO PREVENT IRREPARABLE DAMAGE TO THE SOLES AND RETURNED WITHOUT CREASES ON ANY PART OF THE SHOE.​ ​

EYEWEAR CANNOT BE RETURNED AFTER FRAMES HAVE BEEN FITTED WITH PRESCRIPTION OR REPLACEMENT LENSES. LENSES AND FRAME MUST BE FREE OF SCRATCHES.​

CELINE WILL DO EVERYTHING POSSIBLE TO ENSURE YOU ARE PROMPTLY REFUNDED.​ ​

RETURNS WILL BE CONSOLIDATED IN A TRANSITION HUB AND WILL ARRIVE AT CELINE RETURNS HUB FOR QUALITY INSPECTION ASSESSMENT. PLEASE NOTE THAT THIS PROCESS CAN TAKE 4-6 BUSINESS DAYS UPON ARRIVAL.​ ​

WE WILL PROCESS THE REFUND ON YOUR ORIGINAL PAYMENT METHOD WITHIN 4 BUSINESS DAYS. A CONFIRMATION EMAIL WILL BE SENT TO YOU ONCE YOUR RETURN HAS BEEN COMPLETED AND YOUR ACCOUNT HAS BEEN CREDITED.​ ​

PLEASE NOTE THAT REFUND MAY TAKE SEVERAL BUSINESS DAYS TO APPEAR IN YOUR ACCOUNT, DEPENDING ON YOUR BANK.​ ​

PLEASE CONTACT OUR CLIENT SERVICE IF YOU HAVE ANY QUESTIONS.​

For security reasons, we are only authorized to refund to the original method of payment used for the purchase.

CELINE offers free express shipping.

There are no return costs, as complimentary prepaid labels ARE GENERATED AT RETURN CREATION.

Please contact OUR CLIENT SERVICE so we can forward you a printable prepaid return shipping label by email. You will need a printer to print the replacement return label.

WE RECOMMEND YOU TO ONLY USE OUR PREPAID RETURN SERVICE BY DHL EXPRESS. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR COLLECTION SERVICE WITH THE PREPAID RETURN SHIPPING LABEL.