Refund policy

You may request a return within 14 days of receiving your order. Once your return has been authorised, you must send the item back within a further 14 days.

Return Conditions

Returned items must include all original packaging, tags, certificates and accompanying items.

You may inspect or try on the jewellery as you would in a shop. However, we may make a reasonable deduction from your refund if excessive handling has caused damage or reduced the item’s value.

UK Returns

Returns from within the UK are free of charge. Please contact us before returning an item so that we can provide return instructions.

International Returns

International customers are responsible for return postage and any related customs charges.

Import duties, taxes or clearance fees paid directly to customs authorities or couriers are not refundable by CIELA.

Exchanges

We do not offer direct exchanges. Please return the original item for a refund and place a new order.

Personalised and Bespoke Items

Personalised, engraved, resized and bespoke made-to-order pieces are created to your specifications and enter production immediately after order confirmation.

These items cannot be cancelled or returned once production has begun, unless they are faulty, damaged or not as described.

Earrings

For hygiene reasons, earrings are supplied with a tamper-evident hygiene seal. Earrings cannot be returned after the seal has been removed unless they are faulty, damaged or not as described.

Order Cancellations

Standard orders may be cancelled before dispatch by contacting care@cielajewellery.com.

If your order has already been dispatched, you may still exercise your cancellation right by following our returns process.

Refunds

Refunds will be issued to the original payment method within 14 days of receiving the returned item or receiving valid evidence that it has been sent back, as applicable.

We may withhold the refund until we have received the item or valid proof of return.

Faulty or Incorrect Items

If your item arrives faulty, damaged, incorrect or not as described, please contact care@cielajewellery.com. CIELA will cover reasonable return costs where applicable.