Delivery, Return & Refunds

Find out about our delivery, return and refund policy.

Delivery

  • For UK, we provide free shipping on all orders.
  • For Europe and International Shipping, the postage cost starts from £8 and £11 respectively. (Please note that any taxes including VAT or import duties incurred will be the responsibility of the customer.)
  • We provide free shipping to Europe on orders over €100 and all other countries on orders over USD$120.
  • All our orders are delivered via Royal Mail Tracked Service.
  • Orders are typically processed within 3 working days from the checkout date.
  • We are currently unable to deliver to PO Box numbers due to security reasons.

Returns

  • We want you to be completely happy with your purchase. If, for any reason, it is not quite what you expected, you may return it within 14 days of receiving it.
  • To begin the return process, please email us at contact@cleodelune.com to obtain a return number. Once you have this, we will provide you with a return address. Please note that return postage costs are the responsibility of the customer.
  • Postage fee will not be refunded.
  • For your peace of mind, we recommend using signed-for service.
  • For hygiene and safety reasons, we do not accept returns or provide refunds for earrings. (This policy does not affect your statutory rights.)
  • All personalised items are not eligble for returns and refunds.
  • We ask that all returns be in their original, unused condition. If items do not meet these requirements, acceptance of the return will be at our discretion, or the item may be sent back to the original purchaser.

Refunds

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. We aim to process all returns within 14 working days upon receipt at our office. Please note that during peak periods, processing times may be slightly extended. 
  • Once your return has been processed, you will receive a confirmation email. Refunds will be issued to your original payment method, and please allow up to 7 working days for your bank or credit card provider to complete the transaction. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If your order qualified for free shipping, please note that the original shipping cost will be deducted from your refund amount — approximately £3.39 for UK orders, £8 for Europe, and £11 for International orders.
  • If more than 15 business days have passed since we’ve approved your return, please contact us at contact@cleodelune.com.