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Returns & Exchanges
Last updated: July 2026
At SHOP CELYSSIA, customer satisfaction is extremely important to us. If you are not fully satisfied with your purchase, we are here to help.
RETURN WINDOW
We offer a 60-day return window from the date your order is delivered.
After 60 days, we unfortunately cannot accept refund or exchange requests.
ELIGIBILITY CONDITIONS
To be eligible for a return or exchange, items must be:
- New, unworn (reasonable try-ons accepted), unwashed, and undamaged
- In their original packaging with all tags attached
- Accompanied by proof of purchase
SHOP CELYSSIA reserves the right to refuse returns, refunds, or exchanges in cases of suspected abuse, fraud, or policy manipulation.
HYGIENE EXCEPTION — KNICKERS & UNDERWEAR
For hygiene and health reasons, knickers and underwear can only be returned or exchanged if:
- Their original packaging remains fully sealed and unopened
- The item has never been worn or tried on
Any opened, unsealed, or worn underwear item is strictly non-returnable and non-refundable.
This policy complies with standard retail hygiene practices for intimate apparel.
NON-RETURNABLE ITEMS
The following items are non-refundable and non-returnable:
- Gift cards
- Final sale items
- Personalised or customised products
- Opened intimate apparel products not eligible under the hygiene policy above
HOW TO REQUEST A RETURN OR EXCHANGE
To request a return or exchange, please contact us at:
Please include:
- Your order number
- The reason for your request
- Photos if applicable
- Our team will provide detailed instructions for the next steps.
DAMAGED ITEMS
Please inspect your order immediately upon delivery.
If your item or parcel arrives damaged, please contact us within 48 hours of delivery and provide clear photos of:
- The packaging
- The delivery label
- The damaged product
Email: help@shopcelyssia.com
Our team will review the situation and provide an appropriate solution.
PARCEL MARKED AS DELIVERED BUT NOT RECEIVED
If your tracking status shows "Delivered" but you cannot locate your parcel:
- Check around your property and letterbox area
- Check with neighbours, household members, or your building reception
- Review any delivery photo or courier notes, if available
If the parcel still cannot be located, contact us within 5 days of the marked delivery date at:
Our team will investigate the situation with you.
EXCHANGES
We offer one free exchange per order.
To reduce unnecessary shipping and minimize environmental impact, SHOP CELYSSIA may determine that no physical return is required for approved exchanges.
Exchanges are subject to product availability.
All exchange shipping costs are covered by SHOP CELYSSIA.
PARTIAL RETURNS
If your order contains multiple items, you may request a partial refund or exchange for eligible items only.
Each returned item must independently meet the eligibility conditions outlined in this policy.
REFUNDS
If you prefer a refund instead of an exchange, we are happy to assist.
To reduce unnecessary deliveries and lower environmental impact, approved refunds may not require a physical return.
There are no additional return postage costs or hidden fees.
Refunds can only be issued to the original payment method used at checkout.
Once approved, refunds are processed within a maximum of 14 calendar days.
Depending on your financial institution, additional processing time may be required before the refund appears on your account.
REFUSED DELIVERIES
Orders refused by the customer at delivery may be subject to return handling fees and delivery deductions from the refunded amount.
LATE OR MISSING REFUNDS
If you have not yet received your refund:
- Recheck your bank account or payment method
- Contact your bank or credit card provide
- Allow additional processing time
If you still have not received your refund after these steps, please contact us at:
CONTACT
For any questions regarding this Return & Refund Policy, please contact us at: