Return and Refund Policy

We’re truly grateful you’ve chosen Celine Mae, and we want you to feel completely confident with your order. Please take a moment to review our return and refund policy — created with transparency, fairness and your satisfaction in mind.

Order Confirmation & Policy Acknowledgement

At Celine Mae, we value transparency in every step of your journey with us.
 By placing an order, you confirm that you’ve read and agreed to the terms outlined in our Refund & Return Policy. This acknowledgement appears during checkout and is also included in your confirmation email.

You’ll see the following note in your order confirmation:
 “By placing your order, you agree to our Refund & Return Policy.”

This serves as a clear and mutual understanding of how returns, refunds and disputes will be handled.

By completing your purchase, you agree that:

  1. You have reviewed our return conditions, timelines and non-returnable item list.

  2. You understand that issues like minor colour, size or fit variations are not considered defects.

  3. You agree to follow our return process, including requesting approval before sending anything back.

  4. If a chargeback or dispute is filed, we may share this agreement along with order and communication records as part of our evidence.

We encourage you to reach out with questions prior to ordering — we’re always happy to help clarify anything.

Before You Order – Sizing & Expectations

We recommend checking our size guide before placing your order. If you're unsure, don’t hesitate to reach out — our team is here for you.

Please note:

  • Small variations of 1–3 cm are common in garment production.

  • These are not considered defects.

  • As a growing brand, we’re mindful about waste. That’s why double-checking sizing before purchasing helps us reduce returns and continue creating pieces you’ll love.

Return Eligibility

You may request a return within 14 days of receiving your order (based on tracking info).

To be eligible:

  • Items must be unused, unwashed and in original packaging.

  • You must contact us to initiate your return within the 14-day window.

  • Items returned without following our process may be refused or subject to a restocking fee.

Non-Returnable Items

Due to hygiene and safety, the following items are not eligible for return or refund:

  • Lingerie, swimwear, bodysuits

  • Items marked as “Final Sale” or “Clearance”

  • Gift cards

Unauthorised Returns

Returns sent without prior approval or to the wrong address may not be accepted and will not qualify for a refund.

How to Return an Item

Step 1: Contact Us
 Reach out via our Contact Form with your order number, the item(s) you'd like to return, a short reason for return, and photos of the item(s).
 We’ll respond within 1–2 business days with return instructions.

Step 2: Package and Ship
 Once approved, securely pack the items. Customers are responsible for return shipping costs. We cannot offer prepaid return labels.
 We recommend using a track-and-trace service, as untracked returns are not guaranteed for delivery.

Step 3: Refund Processing
 Once we’ve received and inspected your return, we’ll confirm by email.
 Refunds are issued to your original payment method within 7 to 14 business days.
 Please note: original shipping fees and customs duties (if applicable) are non-refundable.

Partial Refund or Store Credit Option

To reduce environmental impact, we offer a partial refund or store credit for customers who are unsatisfied with fit or style — especially for international orders.

With this option, you keep the item and still receive compensation. If you prefer store credit instead of a refund, we can issue this as a Celine Mae gift card.

We highly recommend this solution as an eco-conscious alternative, especially since many countries have added customs or handling fees on returns.

Damaged or Defective Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery and include:

  • Your order number

  • Clear photos of the issue

Once reviewed, we’ll offer a solution: replacement, refund, or store credit.
 Claims submitted after the 48-hour window may not be eligible.

Not as Described Claims

We aim to present our items as accurately as possible. However, please note:

  • Slight colour or fabric differences due to lighting/screens are not defects.

  • 1–3 cm size variation is normal in garment production.

  • Fit and styling may vary by body shape — this isn’t considered "not as described."

If you believe your item is significantly different than shown, contact us with detailed photos.
 If we confirm your claim, we’ll resolve it via refund, replacement, or store credit. If the product matches the description, we may offer alternatives at our discretion.

Delivered But Not Received

If tracking shows your parcel as delivered but you haven’t received it:

  • Contact your local courier to file a non-delivery claim.

  • Request a case number or investigation ID.

  • Check with neighbours, reception or household members.

Without formal proof of courier fault, we’re unable to issue a refund.
 We recommend secure delivery locations or signature-required services for added peace of mind.

Return-to-Sender Orders

If your parcel is returned to us due to:

  • An incorrect or incomplete address,

  • Refusal to accept the parcel, or

  • Missed delivery attempts,

Then:

  • Refunds will only be processed once the item is returned to our warehouse.

  • A 25% restocking fee will be deducted from the total.

  • Original shipping costs are non-refundable.

Chargebacks & Disputes

We’re happy to help resolve any issues — please contact us before initiating a dispute.

If a chargeback is filed without contacting us first, this may affect your eligibility for a refund. We provide all necessary documentation to the bank, and if the outcome is in your favour, no further refund is issued. If the case is resolved in our favour, the chargeback may be denied and additional fees may apply.

Refund Timelines

  • Refunds are processed within 14 business days once the item is received and approved.

  • Funds are returned to your original payment method.

  • You’ll receive an email confirmation once processed.

  • If your bank takes longer to reflect the refund, we recommend contacting them directly.

Still Need Help?

We’re here to support you. Reach out via our Contact Form for help with returns, sizing, or anything else you might need. We’ll get back to you as soon as we can — with care and clarity.