Returns & Refunds

We accept eligible returns requested within 14 days of confirmed delivery.

Return eligibility

To qualify, an item must be unworn, unwashed, unused, free from marks, fragrance, or alterations, and returned with all original tags and packaging. Items that do not meet these conditions may be refused.

How to request a return

Contact us through the Contact page within 14 days of confirmed delivery. Include your order number, the item you wish to return, and the reason for the request. Do not send a return before receiving return instructions; unauthorized parcels may not be accepted.

Return shipping

For standard returns, return shipping costs are the customer’s responsibility. Ciela Vere and Zentara LLC do not reimburse return postage. We strongly recommend using a tracked service and keeping the shipping receipt until the return is completed. The customer is responsible for the parcel until it reaches the return address provided in our instructions.

Incorrect or damaged items

If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with clear photos of the item, packaging, and shipping label. We will review the issue and provide the appropriate resolution instructions.

Non-returnable items

Gift cards, items marked final sale, and items that show wear, washing, damage, missing tags, fragrance, or alteration cannot be returned. Your statutory rights, where applicable, are not affected.

Refund timing

Approved refunds are issued to the original payment method after the return is received and inspected. Please allow up to 10 business days for inspection and processing, plus any additional time your bank or payment provider requires. Original shipping charges are not refundable unless required by law.

Exchanges

We do not guarantee direct exchanges. The most reliable option is to return the eligible item and place a new order for the preferred size or style.