We truly appreciate you choosing Celina The Label, and we want you to feel confident with every purchase. Please take a moment to review our return and refund policy, created with transparency, fairness, and your satisfaction in mind.
Order Confirmation & Policy Acknowledgment
At Celina The Label, we prioritize transparency at every step of your shopping experience.
When an order is placed on our website, it is assumed that the customer has read, understood, and agreed to the terms outlined in our Return and Refund Policy. This acknowledgment is not only presented at checkout but is also included in every order confirmation email.
As shown in your confirmation, the message explicitly states:
“By placing your order, you agree to our Refund & Return Policy.”
While this acknowledgment is not a mandatory checkbox, it serves as a clear notice and agreement between both parties. It establishes the foundation for how returns, refunds, and disputes are handled.
By completing your purchase, you enter into an agreement that:
You have reviewed the return conditions, timelines, and non-returnable item list
You understand that certain conditions (such as fit, perception of color, or minor measurement deviations) are not considered defects
You agree to follow the proper return process, including requesting approval before sending anything back
If a chargeback or formal dispute is filed, this agreement — along with the full policy, product listings, and communication trail — will be provided as supporting documentation.
We always encourage customers to reach out with questions before placing an order, and our team is more than happy to clarify any aspect of our policies.
Before You Order – Sizing & Expectations
We highly recommend checking our Size Guide before placing your order. If you’re unsure which size to choose, please don’t hesitate to reach out to us — our friendly team is happy to assist you.
Please note that, as with most garments, a slight variation of 1–3 cm (+/-) in measurements may occur due to the manual nature of the production process. This is completely normal in apparel manufacturing and not considered a defect.
As a small business, every return impacts us — so double-checking sizing before purchase helps us reduce waste and keep offering you thoughtful, quality pieces.
Return Eligibility
You may request a return within 14 days of receiving your order, as confirmed by the tracking information.
To be eligible for a refund:
- Items must be unworn, unwashed, and unused
- Must be in their original condition and packaging
- Return must be initiated by emailing us within the return window
- Items returned that do not meet the above criteria may not be eligible for a refund or may incur a restocking fee.
Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return or refund:
- Lingerie, swimwear, and bodysuits
- Items marked “Final Sale” or “Clearance”
- Gift cards
Unauthorized Returns
Please note that returns sent without prior approval or returns shipped to an incorrect address will not be accepted or eligible 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, your brief explanation for return and photos of each side of the item(s). We’ll respond within 1–2 business days with return instructions.
Step 2: Package and Ship
Once approved, securely package your item(s). Due to recent changes in international tariff regulations, we are unable to provide prepaid return labels at this time. This means return shipping costs must be covered by the customer.
Return shipping typically ranges from $20 to $35 USD, depending on your location.
Customs fees may also apply, generally ranging from $50 to $60 USD, depending on your country’s import rules.
We strongly recommend using a track-and-trace shipping service when sending your return. Untracked packages cannot be guaranteed for delivery, and we are not responsible for items lost in transit.
Step 3: Refund Processing
Once we receive and inspect your return, you will receive an email confirmation. Refunds are processed to your original payment method within 7–14 business days. Please note that original shipping fees are non-refundable, and any applicable customs fees will be deducted from your refund total.
Partial Refund and/or Store Credit Option
In support of reducing environmental impact, we offer a partial refund or store credit alternative for customers who are unsatisfied with their order due to fit, style, or overall expectations — especially for international returns.
With this option, you can keep the item and still receive compensation, avoiding the time and cost of return shipping. If preferred, you may also request a store credit instead of a refund, which we’re happy to issue as a Celina The Label gift card.
Please note that due to recent changes in international tariff regulations, many countries have introduced or increased customs and return handling fees. This has significantly raised the cost of returning items across borders, which is why we strongly encourage customers to consider our partial refund or store credit solution as a more convenient and eco-conscious alternative.
If you’re interested in this option, simply mention it in your return request email — our team will walk you through the available resolution options and do our best to find a solution that works for you.
Damaged or Defective Item/s Claims
If your order arrives damaged or defective, please reach out to us via our Contact Form within 48 hours of delivery with:
- Your order number
- Clear photos of the item and the issue
Once reviewed, we’ll offer a resolution — either a replacement, refund, or store credit. Claims made beyond the 48-hour window may not be eligible.
Not As Described Claims
We aim to present our products as clearly and accurately as possible through detailed photos, descriptions, and measurements. However, we understand that sometimes an item might not meet your expectations.
Please keep the following in mind when assessing a product:
- Perceived differences in color, fabric texture, or overall appearance are not considered defects. Variations may occur due to screen resolution, lighting conditions, or the type of device used to view the product.
- A size variation of 1–3 cm (+/-) is standard in apparel production. This is due to the manual measurement and manufacturing process and is not considered a fault or defect.
- Styling and fit may differ depending on body type, height, and proportions. These are not valid grounds for claiming the item is "not as described."
If you believe your item is significantly different from what was advertised, you are welcome to contact us. We may request photos and a detailed explanation of the issue for review. Please ensure your photos clearly show the item in full and any points of concern. Videos may also be requested if further clarification is needed.
Please note the following important guidelines:
- We do not cover return shipping in these cases. If you wish to return the item based on personal expectations, you're welcome to do so following our standard return process.
- If after review, we confirm that the item is consistent with the product listing, refund eligibility will follow our standard return policy, and partial refunds or store credits may be offered as alternative solutions at our discretion.
- In cases where there is a clear manufacturing defect or confirmed error in the product sent, we will gladly resolve the issue through a refund, replacement, or store credit.
We always welcome constructive feedback and use it to improve our product listings. However, claims that rely on subjective dissatisfaction (e.g., “it doesn’t look like I imagined,” “the color is slightly different,” or “the material feels different than expected”) will not be classified as "item not as described."
Delivered but Not Received Claims
If your tracking information shows that the package has been delivered but you have not received it, please be advised that Celina The Label is not liable for packages that are marked as delivered by the courier. Once an item has been handed off to the shipping carrier and a delivery confirmation has been issued, the responsibility for its final delivery rests with the courier and the recipient.
We understand that packages can occasionally be misplaced, misdelivered, or stolen after the point of delivery. In such cases, we ask that customers take the following steps:
- Contact your local courier immediately to file a non-delivery claim. Provide them with the tracking number and request a formal investigation.
- Ask the courier to provide you with a case ID, support ticket number, or claim reference, which we may use to follow up from our side if needed.
- Check with neighbors, building management, reception, or household members to ensure the item was not received on your behalf or placed in a secure location.
- If the package may have been stolen, we recommend filing a police report for mail theft, especially if high-value items are involved.
Please note that shipping carriers may request sensitive or personal information (such as identification documents, address confirmation, or residence access details) to complete their investigation — details which Celina The Label does not collect and cannot provide on your behalf due to privacy and data protection regulations.
We’ll do our best to assist you where possible, but without a formal claim filed with the courier, our ability to support or escalate the case is extremely limited. If a package is confirmed as lost or misdelivered due to a courier error after a proper investigation and claim has been completed, we’ll gladly review the outcome and determine the next steps — which may include a replacement or partial store credit, depending on the circumstances and claim resolution.
Unfortunately, we are unable to offer refunds or reshipments for packages marked as delivered unless the courier officially acknowledges fault in the delivery process through their claim procedure.
We strongly encourage customers to use secure delivery addresses and monitor tracking updates closely to help avoid any delivery issues. For extra peace of mind, consider using a delivery location with direct handoff (such as a workplace or attended residence) or requesting signature-required delivery where available.
Return-to-Sender Orders
If a package is refused by the customer, marked unclaimed, or returned to sender due to an incorrect address or missed delivery attempts, the following applies:
Refunds will only be processed once the item is returned to our warehouse
A 25% restocking fee will be deducted from the total order amount
Original shipping costs will not be refunded
We highly recommend double-checking your shipping address and tracking updates to avoid these situations.
Worry-Free Delivery Insurance (Add-On)
To provide our customers with greater peace of mind, Celina The Label offers Worry-Free Delivery Insurance at checkout, powered by our trusted partner, SEEL.
When selected during purchase, this optional add-on provides extra protection for your package against loss, theft, or damage during transit — without the need to go through our customer service team for resolution.
What Happens When You Purchase It?
Once selected during checkout, you'll receive a separate insurance policy email from Seel confirming your protection. If anything goes wrong with your package, you can file a claim directly with Seel without needing to contact our customer service team.
To file a claim:
- Click the link in your Seel policy confirmation email, or
- Visit the Claims Center via your order tracking page on our website
- Submit your claim with any requested proof (e.g. photos, description, details of the issue)
- Seel will review and respond to your claim within 48 hours, ensuring a smooth, hassle-free experience.
Full Coverage for International Orders
Since Seel categorizes our shipments as international, their coverage is perfectly aligned with our store’s delivery timeframe. Under Seel’s guidelines, international shipping delays are only considered eligible for claims if the package is not delivered within 30 days from the order fulfillment date.
This 30-day window provides full protection for your purchase, even if delivery takes longer due to customs clearance, carrier delays, or high shipping volumes. As a result, Worry-Free Delivery works in perfect sync with our expected delivery timeframe — offering coverage when it matters most.
Why Add Worry-Free Delivery?
- Direct claims and fast resolutions — no waiting on courier investigations
- Full coverage for lost, stolen, or damaged items
- Aligned with international shipping timelines (30-day delay threshold)
- Quick claim decisions in 48 hours, handled entirely by Seel
- No need to contact our team — claim support is automated and efficient
If you want extra confidence in your delivery — especially for international shipments — we strongly recommend opting in for Worry-Free Delivery at checkout.
Chargebacks and Dispute Resolution
We’re always happy to assist with any order-related issues, and we strongly encourage you to contact us first before filing a dispute or chargeback.
Filing a chargeback without contacting us may limit your eligibility for future purchases.
As an international merchant, we provide your issuing bank with all relevant evidence during the review process — including our refund policy, tracking information, order confirmation, and customer support correspondence. If the bank resolves the dispute in your favor, you may retain both the item and the refund. However, if the case is decided in our favor, no additional refunds will be processed, as we also incur fees and losses due to the dispute process.
Refund Timelines
Refunds take up to 14 business days once the returned item is received and approved
Funds will be returned to your original payment method
You will receive a confirmation email once the refund has been issued
If your bank takes longer to reflect the refund, please contact them directly
Still Need Help?
We’re always here to help. Just drop us a message at our Contact Form, and we’ll assist you with returns, sizing advice, or anything else you might need.
