Refund policy
At Ciela Studios, we want you to be delighted with your selections. We understand that occasionally an item might not be quite right, which is why we offer a 120-day return period for your peace of mind.
If more than 120 days have passed since your purchase, we are unfortunately unable to process a refund or exchange.
How to Arrange a Return
To be eligible for a return, please ensure the following conditions are met:
- The item(s) were purchased within the last 120 days.
- The item(s) are unused and returned in their original packaging, complete and in good condition. Please take care to package them securely to prevent any damage during transit.
- You include a receipt or other valid proof of purchase.
Before sending your order back, please notify our team by email at info@cielastudios.co.nz.
All returns should be addressed and sent to:
Returns Team Ciela Studios;
62 Johnstone Drive, 4410,
Fitzherbert
Palmerston North, New Zealand
Kindly note: Special orders, bespoke products, and items that have been custom-made to your specifications are not eligible for return.
Refunds
Once your returned item is received and inspected, we will contact you to arrange a refund. The refund will be processed via your original payment method (such as credit card or direct bank transfer) or as a store credit, as agreed upon.
Important Information Regarding Returns
Please be aware that original shipping costs are non-refundable, and we don’t cover the expenses for return postage.
For your protection and to ensure your return arrives safely, we strongly recommend using a tracked courier or postal service. We cannot accept responsibility for returns that are lost or damaged in transit.
International Returns
For customers returning orders from outside of New Zealand:
- Please clearly mark your package as ‘Returned Goods’ on any customs declarations to help avoid potential delays.
- International customers are responsible for all costs associated with return shipping.
- Please allow up to 21 business days for your return to reach our processing center, and an additional 10 business days for your refund to be processed thereafter. Please note that processing times may be longer during peak periods such as sales or public holidays.
- Unfortunately, we cannot refund the original shipping fees, any customs duties, or taxes paid on international orders.
Need Assistance?
If you have any questions regarding our returns policy, please don't hesitate to contact our customer support team at info@cielastudios.co.nz. We are here to assist you.