RETURNS & SHIPPING POLICY

SHIPPING POLICY

Last updated: 24/02/2026

Thank you for shopping with Ciëla Collective.

Each piece is handcrafted to order at our London bench. Please read the information below carefully before placing your order.

ORDER PROCESSING

All Ciëla pieces are made to order.

Please allow 2 - 4 weeks for production before dispatch unless otherwise stated on the product page.

Orders are not processed, shipped, or delivered on weekends or UK public holidays.

During periods of high demand, production times may extend slightly. If there is a significant delay, you will be contacted via email.

UNITED KINGDOM SHIPPING

Shipping within the United Kingdom is free.

All UK orders are sent via Royal Mail 24 Tracked.

Estimated delivery time is 1–2 business days once dispatched.

Please note that delivery timeframes apply after production has been completed and dispatch has occurred.

INTERNATIONAL SHIPPING

International shipping is £11.00 and is sent via Royal Mail Tracked International.

Delivery times vary depending on destination and customs processing.

International customers are responsible for any customs duties, import taxes, or additional charges imposed by their country. These fees are not included in our prices or shipping costs and are the responsibility of the buyer.

Failure to pay customs fees resulting in a returned parcel may incur additional shipping charges.

ORDER TRACKING

Once your order has been dispatched, you will receive a confirmation email containing your tracking information.

Tracking details may take up to 24 hours to activate.

SHIPPING ADDRESSES

Customers are responsible for ensuring that the shipping address entered at checkout is accurate and complete.

Ciëla Collective is not responsible for orders shipped to incorrectly provided addresses.

If a parcel is returned due to an incorrect address or failed delivery attempt, re-shipping fees will apply.

RISK & DELIVERY

Risk of loss and title for items purchased pass to the customer upon confirmed delivery to the shipping address provided.

If your parcel is marked as delivered but cannot be located, you must contact Royal Mail directly to open an investigation. We will assist where possible but are not liable for parcels confirmed as delivered.

DAMAGES IN TRANSIT

If your order arrives visibly damaged:

  1. Retain all packaging materials.

  2. Contact Royal Mail immediately to file a claim.

  3. Notify us at info@cielacollective.com within 48 hours of delivery, including photographs.

While we are not liable for damage or loss occurring during transit once dispatched, we will assist in resolving courier claims where possible.

DELIVERY DELAYS

Delivery delays may occasionally occur due to courier issues, customs processing, or circumstances beyond our control.

Ciëla Collective is not liable for delays once an order has been dispatched.

RETURNS & REPAIRS

At Ciëla Collective, each piece is handcrafted to order at our London bench using recycled 925 sterling silver. As a small independent brand working on a made-to-order basis, we do not hold excess stock and do not operate mass production.

For this reason, we are unable to accept returns or offer refunds for change of mind.

Please read the policy below carefully before placing your order.

MADE-TO-ORDER POLICY

All Ciëla pieces are made to order unless stated otherwise.

We encourage you to check sizing and product details carefully before purchasing. If you are unsure about sizing, please contact us prior to ordering and we will be happy to assist.

FAULTY OR DEFECTIVE ITEMS

If you believe your item has a manufacturing fault, please contact us within 10 days of receiving your order at:

info@cielacollective.com

Please include:
• Your order number
• A description of the issue
• Clear photographs of the item

If the item is confirmed to have a manufacturing defect, we will offer one of the following:

• Repair
• Replacement
• Refund to the original payment method

Return shipping costs for confirmed faulty items will be covered by Ciëla Collective.

Items must be returned in their original condition and packaging.

EXCEPTIONAL RETURNS

As a made-to-order brand, returns are only accepted in exceptional circumstances and at our discretion.

If a return is authorised:
• The item must be unworn, unused, and in original packaging
• Proof of purchase is required
• Return shipping costs are the responsibility of the customer

Items sent back without prior approval will not be accepted.

NON-RETURNABLE ITEMS

The following items are non-returnable:

• Custom or commissioned pieces
• Special orders
• Sample sale items
• Earrings (for hygiene reasons, unless faulty)

RESIZING & REPAIRS

We understand that sizing issues can occasionally happen.

If you require a size adjustment, please contact us and we will advise on available resizing options. Resizing fees and shipping costs may apply depending on the piece.

Beyond the initial return period, we offer repair services for manufacturing faults. Silver naturally oxidises and shows signs of wear over time — this is part of the material’s character and not considered a defect.

If your piece requires repair, please contact us and we will assess the best solution.

OUR COMMITMENT

Every Ciëla piece is made with care, intention, and craftsmanship. If you experience an issue, we will always do our best to find a fair and reasonable solution.