Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After this period, returns and refunds can no longer be accepted.

Accepted Returns

We accept returns for both defective and non-defective items.

Returned items must meet the following conditions:

  • The item must be unworn and unused.
  • The item must be in its original condition.
  • All original tags must be attached.
  • The item must be returned in its original packaging.
  • A receipt or proof of purchase is required.

These condition requirements do not apply to defective, damaged, or incorrect items

Return Process

To start a return or refund request, please contact us at info@claralondon.com within the applicable return period.

Returns must be sent back by mail, using the instructions provided after your request has been approved.
Items sent back without first requesting a return will not be accepted.

If your return is approved, we will send you:

  • Clear return instructions.

Return Shipping & Labels

  • Return labels are the customer’s responsibility for non-defective items and change-of-mind returns
  • Return labels are provided free of charge if the item is defective, damaged, or incorrect

We do not charge any restocking fees

Different Return & Refund Circumstances

Change of Mind (Non-Defective Items)
You may return non-defective items within 30 days of delivery, provided all return conditions are met. Return shipping costs are the responsibility of the customer.

Defective, Damaged, or Incorrect Items
Please inspect your order upon delivery and contact us within 24 hours of receipt if an item is defective, damaged, or incorrect.
Include your order number and clear photos so we can resolve the issue promptly. We will cover return shipping costs in these cases.

Exchanges
We do not offer direct exchanges.
To receive a different item, please return the original item and place a new order once the return has been approved.

Orders That Have Not Arrived
If your order has not arrived within the estimated delivery timeframe, please contact us. We will investigate with the carrier and offer a suitable resolution, such as a replacement or refund.

Order Cancellations
You may request a cancellation within 12 hours of placing your order. If your order has already been prepared or shipped, cancellation may no longer be possible, but you can return the item once it arrives. To request a cancellation, please contact us at info@claralondon.com.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved:

  • Refunds are issued to the original payment method only.
  • Refunds are processed within 10 business days.
  • All refunds and return-related amounts are processed in GBP.

Please note that your bank or card provider may require additional time to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@claralondon.com.

Contact

Heb je vragen over retourneren of terugbetaling?
Neem contact met ons op:

klantenservice@cielarose.com
+31615315244

Bedrijfsgegevens

Bedrijfsnaam: Brasa e-com
Handelsnaam: Cielarose
Adres: Docklandsweg 125, 1031 KN Amsterdam, Nederland
E-mail: klantenservice@cielarose.com
Telefoon: +31615315244
KvK: 97037575
BTW: NL867884198B01

Openingstijden:
Ma – Vrij: 09:00 – 17:00 (GMT+1)
Za – Zo: 09:00 – 13:00 (GMT+1)

Onze klantenservice probeert altijd binnen 24-48 uur op jouw vraag te reageren. Je kunt altijd een kijkje nemen bij onze FAQ's.