Liora The Label Return and Refund Policy

Last updated: 27-11-2025

Thank you for your purchase at Celiora. Our return and refund policy is designed to provide you with a smooth and transparent experience. Please read the following guidelines carefully regarding the right to return, procedures and deadlines for returns, refunds, and exchanges.

Scope and contact details

If you have questions about returns and refunds, please contact us using one of the following methods:

• Store name: Celiora
• Company address: 133 Cottenham Park Rd, West Wimbledon, London SW20 0DW
• Email: support@celiora.co.uk
• Phone: +31 6 49535707
• Company Number: 16807785

Policy Overview

• Return period: items can be returned within 30 days of delivery.
• Refund processing time: we process your refund within 7 business days.
• Return shipping costs: borne by the customer, unless the product is defective or incorrect.

Cancellation of orders

You can cancel your order within two hours of purchase by contacting our customer service. If your order has already been shipped, please follow the return instructions below.

Return conditions

Returns are possible under the following conditions:

• Return period: items can be returned within 30 days of delivery.
• Condition of items: items must be in original condition, unused, with all tags attached, and in the original packaging.
• Proof of purchase: a receipt or proof of purchase is required.
• Exceptions: certain products, such as custom-made or personalized items and hygiene products (e.g., underwear), cannot be returned unless unopened and unused.

Return Instructions

• How to start a return: Contact customer service: send an email to support@celiora.co.uk with your order number, the reason for the return, and any photos.
• Receive a return authorization: our team will review your request and send you an authorization and detailed instructions.
• Packaging: securely pack the item, include all labels and the original packaging, and include the return form.
• Shipping: use a reliable shipping service with tracking. Return costs are the customer's responsibility, except in the case of defective or incorrect items.

Refund Policy

• Processing time: Approved refunds are returned to your original payment method within 7 business days. Your bank or credit card company may require additional time to process the transaction.
• Confirmation: You will receive a confirmation email once the refund has been processed. If you do not see the refund within the expected time, please contact your bank. For further assistance, you can contact us at support@celiora.co.uk

Exchange policy

We offer exchanges for defective or incorrect items. Contact us within 30 days of delivery and we will cover the return costs for justified exchanges.
If you ordered the wrong size, please follow the return procedure and then place a new order.

Exceptions and special cases

• Defective or damaged items: If your item arrives damaged or defective, please contact us within 48 hours. We will arrange a free return and offer a replacement or a full refund.
• Wrong product: If you receive the wrong item, please contact us. We will cover the return costs and immediately send you the correct item.
• Lost packages: If your package does not arrive within the estimated time, please contact us so we can initiate an investigation with the carrier.

Processing times

• Return period: items can be returned within 30 days of delivery.
• Refund: refunds are processed within 7 business days.

Contact details

If you have any questions or need assistance with returns or refunds,

• Store name: Celiora
• Company address: 133 Cottenham Park Rd, West Wimbledon, London SW20 0DW
• Email: support@celiora.co.uk
• Phone: +31 6 49535707
• Company Number: 16807785
• Customer service opening hours: Monday to Friday, 09:00 – 17:00