Refund policy
Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
EU Right of Withdrawal
If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, except where an exemption applies under applicable law.
To exercise your right of withdrawal, please use our Withdrawal Form available here: https://celest-thebrand.com/pages/eu-withdrawal-form
If you use the online withdrawal form, we will send you a confirmation of receipt by email without undue delay. Please note this email confirms that we received your withdrawal — it does not by itself decide whether the withdrawal is legally effective.
For withdrawals under your EU right of withdrawal, we will refund you within 14 days of receiving your withdrawal declaration. We may withhold the refund until we have received the returned goods back, or until you have provided proof that you have sent them back, whichever is earlier
Products made to a customer’s specifications or clearly personalized, including items with personalised embroidery, are exempt from the right of withdrawal and cannot be returned unless faulty.
Please note: The Bride Box discount applies only when the complete set (dress + robe) is kept. If one item from the Bride Box is returned, the offer is no longer valid and the item kept will return to its original full price. The refund amount will be recalculated accordingly.
WHAT CAN I RETURN?
Items must be unworn, unwashed, and in original condition with all tags attached.
We can’t accept returns with marks (makeup, deodorant, fake tan, etc.).
Items with personalised embroidery, custom sizing, or products made to the customer’s specifications are not eligible for return, refund, or withdrawal under applicable EU consumer law, except where the item is faulty or defective.
You can contact us anytime at celest.thebrand@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at celest.thebrand@gmail.com.
- Return: 25 Ron flat rate return shipping paid by cutomer, Romania
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
For withdrawals under your EU right of withdrawal, we will refund you within 14 days of receiving your withdrawal declaration. We may withhold the refund until we have received the returned goods back, or until you have provided proof that you have sent them back, whichever is earlier. For all other returns, once approved, we refund to your original payment method within 14 days of receiving the returned item.
Contact us anytime at celest.thebrand@gmail.com.
