Terms of service

Last updated: 25 July 2026

1. About CIELA

This website is operated by CIELA LTD. Throughout these Terms, “CIELA”, “we”, “us” and “our” refer to CIELA LTD.

CIELA LTD is a private limited company registered in England and Wales under company number 17198395. Our registered office is:

167–169 Great Portland Street, London, England, W1W 5PF

For general enquiries, contact hello@cielajewellery.com. For returns, contact care@cielajewellery.com.

2. Acceptance of These Terms

These Terms govern your use of our website and any purchase made from CIELA. By accessing our website or placing an order, you agree to these Terms, together with our Privacy Policy, Shipping Policy and Return and Refund Policy.

Please read these Terms before placing an order. If you do not agree with them, you should not use our website or purchase our products.

3. Eligibility

You must be at least 18 years old to place an order. If you are under 18, you may only use the website and make a purchase with the authorisation of a parent or legal guardian.

By placing an order, you confirm that the information you provide is accurate, complete and current.

4. Use of Our Website

You may use our website only for lawful personal and non-commercial purposes.

You must not:

Use the website for fraudulent or unlawful purposes.
Attempt to gain unauthorised access to the website or its systems.
Introduce viruses, malicious code or other harmful material.
Interfere with the security or operation of the website.
Copy, reproduce or commercially exploit our content without permission.
Submit false, misleading, defamatory or infringing content.

We may restrict access to the website where reasonably necessary for security, maintenance, fraud prevention or legal compliance.

5. Product Information

We take reasonable care to ensure that product descriptions, specifications, prices and images are accurate.

Colours may appear slightly different depending on your screen or device. As jewellery may involve individual craftsmanship, minor variations may occur between pieces. Measurements, dimensions, carat weights and product weights described as approximate may be subject to reasonable tolerances.

These variations do not reduce or override any specifications expressly stated on the relevant product page. Where a product is described as having a particular diamond grade, IGI certification, precious-metal fineness or hallmark, the item supplied must correspond with that description.

Nothing in these Terms limits your rights where a product is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements.

6. Orders and Contract Formation

After placing an order, you will receive an order acknowledgement. This confirms that we have received your order but does not mean that we have accepted it.

A binding contract is formed only when we send you a dispatch confirmation.

We may decline or cancel an order before dispatch for a legitimate reason, including:

The product is unavailable.
Payment cannot be authorised.
The delivery address cannot be serviced.
We identify suspected fraud or unauthorised activity.
There is an obvious pricing or product-information error.
The order would breach applicable law or regulatory restrictions.

If we cancel an order after payment has been taken, we will issue a full refund to the original payment method.

7. Prices and Taxes

Prices are displayed in the currency shown on the website and include any applicable taxes that CIELA is legally required to charge.

CIELA is not currently registered for VAT. We will update the relevant information if our VAT status changes.

Although we take reasonable care to display accurate prices, errors may occasionally occur. If an obvious pricing error affects your order, we will contact you before dispatch. You may confirm the order at the correct price or cancel it for a full refund.

8. International Orders and Import Charges

We deliver only to the countries and regions available at checkout.

International orders are shipped on a Delivered Duty Paid basis. CIELA is responsible for applicable import duties and taxes, and customers should not be asked to pay additional import charges upon delivery.

You are responsible for providing complete and accurate delivery and customs information. Additional costs resulting from incorrect information, a refused delivery or failure to accept an order may be handled in accordance with our Shipping and Return policies, subject to your statutory rights.

9. Payment

We accept the payment methods displayed at checkout. Available payment methods may vary depending on your location.

Payment must be authorised before an order can be dispatched. Payments may be processed by Shopify or another authorised payment provider. We do not directly store complete payment-card details.

10. Delivery

Delivery destinations, estimated times and any applicable conditions are described in our Shipping Policy and at checkout.

Delivery dates are estimates unless we expressly agree otherwise. We will take reasonable steps to deliver your order within the stated timeframe and in accordance with applicable consumer law.

Risk of loss or damage passes to you when the order is delivered to you or to a person identified by you to receive it. This does not apply where you independently appoint a carrier that was not offered by CIELA.

11. Cancellations and Returns

Your rights to cancel an order, return a product and receive a refund are explained in our Return and Refund Policy.

For eligible standard products, you may notify us that you wish to cancel within 14 days of receiving your order and return the product within a further 14 days.

Personalised, engraved, resized and bespoke made-to-order products may not be cancelled or returned once production has begun, except where they are faulty, damaged or not as described.

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

Nothing in these Terms or our policies affects your statutory rights.

12. Promotions and Discount Codes

We may occasionally offer promotions or discount codes. Additional conditions may apply and will be displayed with the relevant offer.

Unless otherwise stated:

Discount codes cannot be exchanged for cash.
Only one discount code may be used per order.
A discount cannot be applied retrospectively.
Offers are subject to availability and any stated expiry date.
We may withdraw or amend an offer before an order is placed.

Once an eligible order has been accepted, we will not remove an agreed discount except where it resulted from an obvious error, misuse or fraud.

13. Reviews and User Content

Where our website allows you to submit reviews, photographs or other content, you confirm that:

The content is truthful and based on your genuine experience.
You own the content or have permission to submit it.
The content does not infringe another person’s rights.
The content is not unlawful, abusive, misleading or defamatory.
You have disclosed any payment, gift or other incentive connected with the review.

You grant CIELA a non-exclusive, worldwide and royalty-free licence to display, reproduce and use submitted content in connection with our website, social media and marketing.

We may moderate or remove content where reasonably necessary because it is unlawful, misleading, irrelevant, infringing or contrary to these Terms. We will not remove a genuine review merely because it is negative.

14. Intellectual Property

All website content—including the CIELA name, logos, jewellery designs, photographs, graphics, videos, text and website layout—is owned by or licensed to CIELA and is protected by intellectual-property laws.

You may view and use the website for personal purposes. You may not reproduce, modify, distribute, sell or commercially exploit our content without prior written permission.

15. Third-Party Services and Links

Our store is hosted by Shopify, which provides the e-commerce platform used to offer our products.

The website may contain links to services operated by third parties, including payment providers, delivery companies and social-media platforms. We are not responsible for third-party websites or services that are outside our control.

Your use of a third-party service may also be governed by that provider’s own terms and privacy policy.

16. Privacy and Personal Information

Our collection and use of personal information are governed by our Privacy Policy.

Information submitted through our store may be processed by Shopify and other service providers where necessary to operate the website, process payments, fulfil orders, prevent fraud and provide customer support.

17. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for:

Losses that were not reasonably foreseeable when the contract was formed.
Losses caused by inaccurate information supplied by you.
Business losses arising from a purchase made wholly or mainly for commercial purposes.
Delays or failures caused by events outside our reasonable control, provided that we take reasonable steps to minimise their effects.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Faulty or misdescribed goods.
Any other liability or consumer right that cannot legally be excluded.

18. Events Outside Our Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control, such as severe weather, transport disruption, industrial action, customs delays, government action, natural disasters or failures of essential communications systems.

If such an event materially affects your order, we will contact you and take reasonable steps to minimise the delay. Where legally required, you may cancel the affected order and receive a refund for products not supplied.

19. Changes to These Terms

We may update these Terms to reflect changes to our business, website, services or legal obligations.

The Terms in force when your order is placed will apply to that order. Any updated Terms will apply only from their stated effective date and will not retrospectively alter an existing contract.

20. Severability and Waiver

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

21. Governing Law and Disputes

These Terms and any contract between you and CIELA are governed by the laws of England and Wales.

If you are a consumer resident outside England and Wales, you retain any mandatory consumer protections available under the laws of your country or place of residence.

The courts of England and Wales will have jurisdiction, without preventing you from bringing a claim in another court where applicable consumer law permits.

Please contact hello@cielajewellery.com first if you have a complaint so that we can try to resolve it directly.