FAQ - Returns & refunds

ITEMS PURCHASED FROM CELINE.COM CAN BE RETURNED FOR A REFUND, AT NO CHARGE, TO CELINE.COM OR CELINE FREE STANDING STORES IN CANADA WITHIN 14 DAYS FROM DELIVERY.

EXCHANGES ACCEPTED IN CELINe FREE STANDING STORE ONLY.

PLEASE NOTE THAT REFUNDS MAY TAKE SEVERAL BUSINESS DAYS TO APPEAR IN YOUR BANK ACCOUNT, DEPENDING ON YOUR CREDIT CARD ISSUER.

TO BE ELIGIBLE FOR RETURN:

- MERCHANDISE MUST BE POSTMARKED OR RETURNED TO A CELINE STORE WITHIN 14 DAYS FROM THE DATE OF DELIVERY.

- ITEMS MUST BE UNUSED AND IN SELLABLE CONDITION, WITH ALL ORIGINAL TAGS, ACCESSORIES AND INSTRUCTION BOOKLETS ATTACHED. (EXCEPTION: FRAGRANCE SAMPLES INCLUDED WITH PURCHASE.)

- ITEMS THAT HAVE BEEN DAMAGED, WORN, SOILED OR ALTERED WILL NOT BE ACCEPTED FOR RETURN.

 - SHOE OUTSOLES ARE EXTREMELY FRAGILE. THEY MUST BE UNMARKED AND IN THEIR ORIGINAL CONDITION. TO AVOID ANY DAMAGE, 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.

 - FRAGRANCES AND CANDLES MUST BE RETURNED IN THEIR ORIGINAL PACKAGING WITH THE CLEAR PROTECTIVE FILM OR STICKER STILL INTACT. IF THE CLEAR PROTECTIVE FILM OR STICKER IS REMOVED OR BEING DAMAGED. THE RETURN REQUEST WILL BE REFUSED. YOU MAY KEEP THE COMPLIMENTARY SAMPLES INCLUDED IN YOUR FRAGRANCE PURCHASES TO TEST SCENTS BEFORE UNSEALING THE FRAGRANCE BOTTLE.

FOR HEALTH AND HYGIENIC REASONS, BEAUTY PRODUCTS (SUCH AS LIPSTICKS) MUST BE RETURNED INTACT, IN THEIR ORIGINAL CONDITION AND PACKAGING, UNOPENED AND UNUSED.​

- PERSONALIZED AND MADE-TO-ORDER ITEMS ARE NOT ELIGIBLE FOR RETURN.

- ORDERS SHIPPED TO A CANADIAN ADDRESS MUST BE RETURNED TO A CELINE CANADA STORE OR POSTMARKED FROM WITHIN CANADA.

RETURNS BY MAIL:

1 - COMPLETE THE RETURN FORM INCLUDED IN YOUR ORDER. FOR THE FASTEST POSSIBLE SERVICE, CONTACT CLIENT SERVICE PRIOR TO MAILING YOUR PACKAGE.

2 - REPACK YOUR ITEM(S) AS THEY WERE DELIVERED TO YOU (WITH PROTECTIVE WRAPPING, PILLOWS, ETC) TO AVOID DAMAGE IN TRANSIT. CELINE WILL BE UNABLE TO GRANT REFUNDS ON ITEMS NOT RETURNED IN PERFECTLY SELLABLE CONDITION.

 FRAGRANCE RETURNS MUST BE MAILED TO CELINE IN THE ORIGINAL SHIPPING BOX, WITH ALL ORIGINAL SHIPPING STICKERS ON THE PACKAGE, AND USING THE PRE-PAID GROUND SHIPPING LABEL IN YOUR ORDER. YOU ARE WELCOME TO KEEP THE COMPLEMENTARY SAMPLES IN YOUR ORDER.

3 - PASTE THE PRE-PAID RETURN LABEL, INCLUDED IN YOUR ORDER, ON YOUR PACKAGE. IF A RETURN LABEL WAS NOT ENCLOSED, PLEASE CONTACT CLIENT SERVICE. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR PRE-PAID LABEL.

4 - DROP OFF YOUR PACKAGE AT ANY UPS STORE OR PICK-UP LOCATION. 

RETURNS TO STORE:

ONLINE PURCHASES CAN BE RETURNED OR EXCHANGED IN A CELINE FREE-STANDING STORE WITHIN CANADA (CURRENTLY ONLY AVAILABLE AT YORKDALE TORONTO FREE STANDING STORE. NO DEPARTMENT STORES OR WHOLESALE DISTRIBUTORS WILL ACCEPT RETURNS OR EXCHANGES).

PAYPAL PURCHASES CANNOT BE EXCHANGED AND MUST BE RETURNED EXCLUSIVELY TO CELINE.COM BY MAIL.

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.

FOR THE FASTEST POSSIBLE SERVICE, CONTACT CLIENT SERVICE PRIOR TO YOUR VISIT.

EXCHANGES:

EXCHANGES MAY BE DONE IN CELINE FREE-STANDING STORES WITHIN CANADA ONLY (CURRENTLY ONLY AVAILABLE AT YORKDALE TORONTO FREE STANDING STORE. NO DEPARTMENT STORES OR WHOLESALE DISTRIBUTORS WILL ACCEPT RETURNS OR EXCHANGES).

PAYPAL PURCHASES CANNOT BE EXCHANGED AND MUST BE RETURNED EXCLUSIVELY TO CELINE.COM BY MAIL.

FRAGRANCES ARE ACCEPTED IN ONLY SOME FREE-STANDING STORES. PLEASE CONTACT CLIENT SERVICE ABOUT STORES THAT ACCEPT FRAGRANCE EXCHANGES.

EXCHANGES BY MAIL CANNOT BE ACCOMMODATED AT THIS TIME. IF YOU WOULD LIKE A DIFFERENT PRODUCT, RETURN YOUR PURCHASE VIA MAIL FOR A REFUND BY USING THE RETURN INSTRUCTIONS IN YOUR SHIPMENT AND PLACE A NEW ORDER ON CELINE.COM. NEW ORDERS ARE SUBJECT TO MERCHANDISE AVAILABILITY.

 - MERCHANDISE MUST BE POSTMARKED OR RETURNED TO A CELINE STORE WITHIN 14 DAYS FROM THE DATE OF DELIVERY.

- ITEMS MUST BE UNUSED AND IN SELLABLE CONDITION, WITH ALL ORIGINAL TAGS, ACCESSORIES AND INSTRUCTION BOOKLETS ATTACHED. (EXCEPTION: FRAGRANCE SAMPLES INCLUDED WITH PURCHASE.)

- ITEMS THAT HAVE BEEN DAMAGED, WORN, SOILED OR ALTERED WILL NOT BE ACCEPTED FOR RETURN.

- SHOE OUTSOLES ARE EXTREMELY FRAGILE. THEY MUST BE UNMARKED AND IN THEIR ORIGINAL CONDITION. TO AVOID ANY DAMAGE, 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.

- FRAGRANCE THAT IS NOT RETURNED IN ITS ORIGINAL PACKAGING (CLEAR PROTECTIVE FILM INTACT) WILL BE REFUSED

- FOR HEALTH AND HYGIENIC REASONS, BEAUTY PRODUCTS (SUCH AS LIPSTICKS) MUST BE RETURNED INTACT, IN THEIR ORIGINAL CONDITION AND PACKAGING, UNOPENED AND UNUSED.​

.

- PERSONALIZED AND MADE-TO-ORDER ITEMS ARE NOT ELIGIBLE FOR RETURN.

- ORDERS SHIPPED TO A U.S. ADDRESS MUST BE RETURNED TO A CELINE U.S. STORE OR POSTMARKED FROM WITHIN THE U.S.

YOU WILL RECEIVE A CONFIRMATION EMAIL ONCE YOUR RETURN HAS BEEN PROCESSED.

REFUNDS MAY TAKE SEVERAL BUSINESS DAYS TO APPEAR IN YOUR BANK ACCOUNT, DEPENDING ON YOUR CREDIT CARD ISSUER.

REFUNDS WILL BE ISSUED TO THE ORIGINAL METHOD OF PAYMENT ONLY.

FOR ASSISTANCE WITH THE STATUS OF YOUR REFUND, PLEASE CONTACT CLIENT SERVICE.

CELINE OFFERS COMPLEMENTARY REFUNDS. SIMPLY USE THE PRE-PAID RETURN SHIPPING LABEL PROVIDED IN YOUR ORDER.

IF A RETURN LABEL WAS NOT ENCLOSED IN YOUR ORDER, PLEASE CONTACT US. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR PRE-PAID LABEL.

SHIPPING COSTS INCURRED UPON ORDER PLACEMENT ARE NON-REFUNDABLE.

WE RECOMMEND YOU TO ONLY USE OUR PRE-PAID RETURN SERVICE BY UPS EXPRESS. CELINE IS NOT LIABLE FOR GOODS RETURNED USING ANY METHOD OTHER THAN OUR PRE-PAID LABEL.

ONLINE PURCHASES CAN BE RETURNED OR EXCHANGED IN ANY CELINE FREE-STANDING STORE (NO DEPARTMENT STORES OR WHOLESALE DISTRIBUTORS).

PAYPAL PURCHASES CANNOT BE EXCHANGED AND MUST BE RETURNED EXCLUSIVELY TO CELINE.COM BY MAIL.

FRAGRANCE EXCHANGES ARE ACCEPTED IN ONLY SOME FREE-STANDING STORES. PLEASE CONTACT US ABOUT STORES THAT ACCEPT FRAGRANCE RETURNS, OR RETURN YOUR FRAGRANCE BY MAIL, IN THE ORIGINAL SHIPPING BOX, WITH ALL ORIGINAL SHIPPING STICKERS ON THE PACKAGE, AND USING THE PRE-PAID GROUND SHIPPING LABEL IN YOUR ORDER.

FOR THE FASTEST POSSIBLE SERVICE, CONTACT US PRIOR TO YOUR VISIT.