Returns Policy

By placing an order, you have confirmed that you have read, understood and accepted these following policies.

We stand behind the quality of our products and guarantee our workmanship. Any defects or errors on our part will result in a replacement at no charge.

Due to all our products are made-to-order so we typically do not accept returns or exchange due to user error such as incorrect selection of sizes, designs, colors, etc.

Please be informed that our products are customized and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the 20% difference between advertised images and the actual item you received.

How long do I have before making a return, and do I have to pay for shipping?

1. You have a max of 30 days to make returns. You must send back and postmark your return packages within 30 days after the purchase date. No returns made after 30 days from the purchase date will be accepted.
2.To complete your return, we require a receipt or proof of purchase. Please contact our support team via [email protected] for more information. Please be informed that you have to pay the return shipping fee.

What is your Return & Exchange Policy? 

  1. You have 30 days to decide if an item is right for you after package(s) delivered.
  2. Flash sale, Babydolls&Chemises, DIY supplies,Bustiers&Corsets, Teddies, Bras&Bra Sets, Panties, Shapewear, Stockings, Nude Bra, Special offer, Jewelry are not covered by warranty and non-returnable.
  3. Return items must be received in new condition, unwashed, unstained. Damage or stain caused by customers may result in partial refund up to 90% of total payment.
  4. Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
  5. For the returns, No signature required! Please do not add signature service otherwise we are highly likely not to receive it and this will delay your refund progress.
  6. Please also do not mail any envelopes to the return address for inquiry. We will discard the letter automatically. The best way to communicate and solve problems is to contact us by email. Our contact method is: [email protected].

How to return the order?

  1. Log in , then submit a ticket for return & refund. 
  2. You need to download the Return Label in the ticket. A copy of the return label will be send to your email address as well.
  3. Please print out your return label and attach it to your sealed return parcel. Drop to your nearest Post Office for mailing. 
  4. You can also track the package online, then you will know when the package delivered to us. 
  5. Once we have received the returned item(s), our customer service will apply the refund or ship the exchange item(s) in 7 working days.
  6. It normally takes 10-20 business days for the refund to appear on your bank account or credit card. Or 1-3 working days in PayPal (normally in 48 hours), that depends on the original way you used. 

Note:
1. Ceceliam is not responsible for missing, damaged, or packages lost in return transit, you can contact shipping company for a claim.

2. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Ceceliam products. We can’t refund until you contact shipping company to return to correct address or return correct products. 

Refunds
1. Refunds will be processed within 7 days after we receive your package. The refund will be issued to your original payment account.
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
2. The original shipping fee and insurance are non-refundable.
3.If you haven’t received a refund yet, first check your bank account again.
4.If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

CANCELLATIONS
If you change your mind about your purchase, please sending us an email to [email protected] and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that a management and transaction fee (10% of your total order value) will be applied for the cancellation.
Full refund only applies to switching orders.

Once you place new orders, our system will automatically cancel old orders and refund 100%.

What if my package was refused or was undeliverable?

  1. Want to reship a refused or undeliverable package? No problem. We offer free resend as soon as the previous order returned.  
  2. Whether you are willing to get a resend or refund, please log in , submit a ticket, we will reply in 1 working day.

Contact us:

Email[email protected]

Company:HEMERA TRADING CO., LIMITED

Address:Room 2308, Fuxing International Center, No. 73 Tainan Road, Siming District, Xiamen City, Fujian Province,China 
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