Returns & Refunds Policy

We hope you and your little ones love your CÉLOA KIDS pieces. If something isn’t quite right, we’re here to help.

For return, exchange, or sizing questions, email celoakids@gmail.com.

This policy covers online orders delivered to Canada, the United States, and Europe. Additional rights for EU and UK customers are explained below and take priority where applicable.

Need to make a return?

Contact us within 14 calendar days of delivery to request a return of an eligible item.

For ordinary returns, pieces should be unworn, unwashed, unused, and in their original condition, with the original tags attached. Please include the original packaging if you still have it, along with your order number or proof of purchase.

These conditions apply to change-of-mind returns. They do not limit your rights if an item is faulty, damaged, or incorrect.

Getting started is easy

Email celoakids@gmail.com with:

• Your order number.
• The item you’d like to return or exchange.
• Whether you’d prefer a refund or an eligible size exchange.
• A description and photos, where possible, if something is wrong with your item.

For ordinary returns, please wait for our confirmation before posting your package. We’ll email you the return address and instructions.

The return address may be different from the address on your original shipping label, so please check with us first.

Once your return is authorized, send it within 14 calendar days and keep your proof of shipment. Separate deadlines apply to EU and UK statutory returns, as explained below.

Shipping your return

If you’ve changed your mind or the size isn’t quite right, you’ll arrange and pay for return shipping. We don’t provide prepaid labels for these returns.

We recommend a tracked service so you can follow your package on its way back to us.

There’s no restocking fee.

Original delivery charges aren’t refundable for ordinary change-of-mind returns, except where required by law. If your order included free delivery, we won’t deduct that original delivery cost from your refund.

If we sent the wrong item, or it arrived damaged or faulty, we’ll arrange and cover any necessary return shipping.

Something wrong with your order?

We’re sorry if your order hasn’t arrived as expected. Please email celoakids@gmail.com as soon as reasonably possible with your order number and a description of the issue. Photos are helpful where available.

We’ll review what happened and arrange an appropriate solution, such as a repair, replacement, or refund, in line with your consumer rights.

Please contact us before paying for return postage so we can help organize the next steps.

Your rights concerning faulty, damaged, or incorrectly supplied goods are not limited by our ordinary return deadlines or final-sale conditions.

Finding the right dress size

We know choosing a special dress is an important decision. If you’d like help with measurements before ordering, please get in touch.

For ordinary returns, dresses clearly marked “Size Exchange Only” on the product page before purchase can be exchanged for another available size, but aren’t eligible for a change-of-mind refund.

Contact us within 14 calendar days of delivery. The dress must meet our ordinary return conditions.

You’ll cover return shipping and delivery of the replacement dress. We’ll confirm the available size and shipping costs before you proceed.

If the size you need is unavailable, we can discuss an alternative item or store credit with your agreement. Please contact us before sending the dress back.

These exchange-only terms do not override statutory withdrawal, cancellation, or refund rights, including those for eligible EU and UK purchases.

Sale pieces and personalized orders

A discount doesn’t automatically mean final sale. Discounted items are welcome for returns under our standard policy unless clearly marked “Final Sale” before purchase.

Except where applicable law provides otherwise:

• Items clearly marked “Final Sale” on the product page at the time of purchase aren’t eligible for change-of-mind returns or exchanges.
• Clearly personalized or made-to-measure pieces aren’t eligible for change-of-mind returns or exchanges.
• Gift cards aren’t refundable or redeemable for cash.

Choosing a standard size or colour doesn’t, by itself, make an item personalized.

These exclusions do not affect statutory withdrawal rights or rights concerning faulty, damaged, or incorrectly supplied goods.

Prefer a different item?

For eligible items other than dresses, we can help you arrange a return for a refund. You can then place a new order for the piece you’d prefer.

New orders are subject to availability and the delivery charges shown at checkout.

Receiving your refund

We’ll inspect your return when it arrives and email you with the outcome.

For approved ordinary returns, we’ll issue your refund to your original payment method within 10 business days of receiving the returned goods.

Your refund will include the amount you paid for the eligible returned items, after discounts, plus applicable refundable taxes.

Your bank or payment provider may need a little extra time to display the refund. If it hasn’t appeared within 15 business days of our refund confirmation, email us and we’ll help you check.

Any legally required refund deadline or amount takes priority over these ordinary terms.

For our European Union customers

Where EU withdrawal rights apply, you can withdraw from your online purchase without giving a reason by notifying us within 14 calendar days after you, or someone you designate other than the carrier, receives the goods.

If items from one order arrive separately, this period begins when you receive the last item.

To let us know, email celoakids@gmail.com with a clear statement that you wish to withdraw. Including your name and order number will help us find your purchase. You may also use our online withdrawal function where available.

You don’t need our approval to exercise this statutory right.

We’ll provide the return address and instructions. Please send the goods back within 14 calendar days of notifying us of your withdrawal.

You’ll cover the direct return shipping cost unless the goods are faulty or incorrect, or we agree to cover it.

Standard, non-personalized dresses and discounted clothing remain eligible for statutory withdrawal, even when marked “Size Exchange Only” or “Final Sale.” Legal exceptions, including clearly personalized or made-to-measure goods, still apply.

You’re welcome to inspect and try on the pieces as you would in a shop. Missing packaging or tags won’t automatically remove your withdrawal right. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.

If you withdraw from an entire order, we’ll refund the payments covered by your withdrawal, including the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery won’t be refunded.

For partial returns, we’ll refund the amount paid for the returned items and applicable taxes, together with delivery charges where required by law.

We’ll reimburse you without undue delay and within 14 calendar days of receiving your withdrawal notice. We may wait until we receive the goods or evidence that you sent them back, whichever comes first.

We’ll use your original payment method unless you expressly agree otherwise, and we won’t charge a refund processing fee.

For our United Kingdom customers

Where UK cancellation rights apply, you can cancel your online purchase without giving a reason by notifying us within 14 calendar days after delivery.

If items from one order arrive separately, this period begins when you receive the last item. You then have a further 14 calendar days after notifying us to send the goods back.

Email celoakids@gmail.com to let us know and receive return instructions. You don’t need our approval to exercise this statutory right.

You’ll cover ordinary return shipping costs. Standard, non-personalized dresses and discounted goods remain eligible for statutory cancellation, even when marked “Size Exchange Only” or “Final Sale.” Legal exceptions, including clearly personalized or made-to-measure goods, still apply.

For cancellation of an entire order, we’ll refund the eligible purchase price and the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery won’t be refunded.

For partial returns, we’ll refund the amount paid for the returned items and applicable taxes, together with delivery charges where required by law.

We’ll reimburse you without undue delay and within 14 calendar days of receiving the goods or evidence of dispatch, whichever comes first, unless an earlier deadline applies.

We’ll use your original payment method unless you expressly agree otherwise, without a refund processing fee.

You may inspect the goods as you would in a shop. Any deduction for handling beyond what is necessary to inspect them will only apply where permitted by law.

Your rights concerning faulty, damaged, or incorrectly supplied goods remain unaffected.

Other European destinations

For European countries outside the EU and UK, our general return terms apply, together with any mandatory consumer rights in your country.

 

Your rights come first

Nothing in this policy limits consumer rights or remedies that cannot legally be excluded. Mandatory consumer law takes priority over any conflicting term.

Policy updates apply to orders placed after the revised policy is published and won’t reduce rights attached to earlier purchases.

We’re here to help

Whether you need sizing advice or help with a return, you can reach us at:

CÉLOA KIDS
celoakids@gmail.com