Refund policy

We want you to love what you order from Celestine Rue. If something isn't right, here is exactly how we can help.

Wrong, damaged or defective items

If your order arrives with a problem, please contact us within 7 days of delivery at support@celestinerue.com. We will send a free replacement or give you a full refund if your order:

  • is the wrong item, size or color
  • is missing a piece
  • has a manufacturing defect, such as a hole, stain, tear or broken part
  • has measurements that differ from the product listing by 3 cm or more

Please include your order number, clear photos or an unedited video showing the issue, and a short description. Claims without photos or video can't be processed.

Change of mind returns

If you change your mind about an item, you can request a return within 14 days of delivery by emailing support@celestinerue.com with your order number and the item you'd like to return.

To be eligible, the item must be unworn, unwashed and undamaged, with its original tags and packaging.

Please note:

  • Returns are sent to our fulfillment warehouse in China. We will send you the return address once your return is approved. Please don't ship anything before you receive approval.
  • You are responsible for the cost of return shipping, and for arranging and paying any customs clearance. We recommend using a tracked shipping method.
  • Once your return arrives and is inspected, we will refund the price you paid for the item.
  • We can't refund a return that is lost in transit, sent without approval, or held at customs because clearance wasn't arranged by the sender.

Exchanges

We don't offer direct exchanges. If you'd like a different size or color, please return your item as described above and place a new order. If we sent you the wrong size or color, we will send the correct one at no cost.

Late or lost orders

If your tracking hasn't updated for 32 days, or your order hasn't been delivered within 37 days of reaching the US carrier, please contact us. We will look into it with the carrier, and if your parcel is confirmed lost, we will send a free replacement or give you a full refund.

We are unable to offer a refund or free replacement when:

  • tracking shows the parcel was delivered. Please check with neighbors and your local post office first, then contact us so we can help you follow up with the carrier.
  • the parcel is returned because of an incorrect or incomplete address, a refused delivery or incorrect contact details.

Cancellations

You can cancel your order within 12 hours of placing it, as long as it hasn't been sent for fulfillment yet. Email support@celestinerue.com with your order number, and we will refund you in full. After that, your order can't be cancelled, but you can still request a return once it arrives.

Refunds

Approved refunds are sent to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to show it.

Contact us

Questions about a return or refund? Email us at support@celestinerue.com. We reply within 1 to 2 business days.