Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 and the postage fee will not be refunded. For your peace of mind, we recommend using signed-for service.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned. 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. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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.