Refund and Return Policy

Refund and Return Policy

Last updated: 11 August 2026

1. Right to return

You have 30 calendar days from the day you receive your order to request a return, with no need to give a reason.

2. Eligibility

To be accepted, an item must be:

  • in original condition — unworn, unwashed and unused;
  • complete with its tags, original packaging and any accessories supplied;
  • accompanied by proof of purchase (order number or confirmation email).

3. Items that cannot be returned

For hygiene and safety reasons, the following cannot be returned once opened or unsealed:

  • cosmetics and skincare where the protective seal has been removed (serums, masks, oils, lip care, makeup);
  • food supplements where the seal or sachet has been opened;
  • items worn in direct contact with the skin, for hygiene reasons;
  • gift cards;
  • items discounted by more than 50%, unless faulty.

These exclusions do not apply if the product arrived faulty, damaged or does not match your order.

4. How to return an item

  1. Email us at support@celistinashop.com with your order number, the item concerned and the reason for the return.
  2. We reply within 24 to 48 business hours with a prepaid return label and shipping instructions.
  3. Pack the item carefully and drop the parcel off at the collection point indicated within 14 days of receiving the label.

Returns are free for any order delivered within our standard shipping zones. Please do not send a return without contacting us first — parcels sent back without authorisation cannot be processed.

5. Refunds

Once we receive and check the item at our warehouse, we send you a confirmation email. The refund is then issued within 5 business days to your original payment method. Depending on your bank or card issuer, the funds may take a further 5 to 10 business days to appear on your account.

Original shipping charges are refunded only where the product was faulty, damaged, or shipped in error on our side.

6. Exchanges

To exchange a size or colour, contact us at support@celistinashop.com. The fastest route is to return the item for a refund and place a new order, so you don't risk the item selling out.

7. Damaged items or wrong order

Please inspect your order on arrival. If an item is faulty, damaged in transit, or does not match what you ordered, contact us within 7 days of delivery with photos of the product and the parcel. We cover the replacement or a full refund, shipping included.

8. Cancelling before dispatch

You can cancel any order that has not yet shipped, free of charge, by emailing support@celistinashop.com. A full refund is processed within 3 business days.

9. Contact us

Questions about a return? Email support@celistinashop.com. Our customer service team is available Monday to Friday, 9am to 6pm CET, and replies within 24 to 48 business hours.