RETURN POLICY
As all our creations are hand crafted upon order, customized to match your skin complexion or created to our client's measurements, we hope you understand that we cannot accept returns under any circumstances. Please ensure you provide the correct measurements when requesting your made-to-measure garments and select the right size for you based on our size guide. For help to measure yourself correctly and to pick the correct size from our core size chart, visit our Size Guide here. Thank you for understanding.
DAMAGED OR MISSING ITEMS
We carefully review each order before it is dispatched to our customers. However, if the product received is not identical to your order, appears to have any damages or seems to have undergone any damage in transition, please contact us immediately within 5 days of receipt. Kindly provide us with further details about what exactly went wrong including any photographs to help us understand. You can email us at customercare@celine-marie.com. We will carefully review your request and advise you on the next steps and return address. Read below how to package and return any damaged goods after approval from our side.
In the event of a damaged or incomplete delivery, the recipient must retain all original packaging, including the shipping box and any packing materials, as photographic and physical evidence is required for any claims. Failure to provide such evidence upon request will result in the claim being deemed invalid, and no refund or replacement will be issued. Claims for missing items due to an 'empty' package must be reported within 5 days of delivery, along with photographic proof of the package as received. Without sufficient evidence, no investigation or compensation can be processed.
RETURNING DAMAGED ITEMS
In order to return any damaged items, simply place them back inside the original packaging and garment box and ensure that your order number, name and address are clearly stated on or within the parcel. To consider the environment, you do not need to print any return form. Please provide us with proof of postage after we approved your request. We highly recommend to return any goods using track & trace service as you will be responsible for any loss or damage occurred through the postal service.