Returns & Refunds
Last updated: 17 May 2026
At CIELOR, we want every customer to shop with clarity and confidence. This Returns & Refunds Policy explains how returns, exchanges, withdrawal requests, damaged items, and refunds are handled.
1. Right of Withdrawal
If you are a consumer shopping online from the European Union, you generally have the right to withdraw from your purchase within 14 calendar days without giving a reason.
The withdrawal period starts from the day you, or a person designated by you, receive the goods.
To exercise your right of withdrawal, you must contact us within 14 calendar days of receiving your order.
Contact us at:
returns@cielor.lu
Please include:
– your full name
– your order number
– the item or items you wish to return
– the reason, if you would like to provide one
– photos if the item is damaged, incorrect, or defective
2. Return Period After Withdrawal
After notifying us that you wish to withdraw from your purchase, you must send the item back within 14 calendar days.
Items must be returned in their original condition, unused, unworn, unwashed, undamaged, and with all original tags, labels, packaging, and accessories where applicable.
3. Return Eligibility
To be eligible for return, the item must be:
– unused
– unworn
– unwashed
– undamaged
– returned with original tags and packaging
– returned with any accessories, dust bags, boxes, or protective packaging included with the product
CIELOR reserves the right to refuse a return or reduce the refund amount if the returned item shows signs of use, damage, missing packaging, missing tags, stains, perfume, makeup marks, or other condition issues caused after delivery.
4. Items That May Not Be Eligible for Return
For hygiene, safety, or legal reasons, certain items may not be eligible for return if they have been opened, used, unsealed, or worn.
This may include, where applicable:
– beauty or cosmetic products once opened or unsealed
– personal care products once opened or unsealed
– earrings or pierced jewellery
– underwear, swimwear, or intimate items where hygiene protection has been removed
– customized, personalized, or made-to-order products
– gift cards or digital products
If an item is not eligible for return, this will be indicated where relevant or assessed when the return request is reviewed.
5. Exchanges
At this stage, CIELOR handles exchanges depending on product availability.
If you would like a different size, color, or item, contact us at:
returns@cielor.lu
Please include your order number and the item you would like to exchange.
If the requested item is unavailable, we may offer a return and refund instead.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, contact us as soon as possible at:
returns@cielor.lu
Please include:
– your order number
– a description of the issue
– clear photos of the item
– clear photos of the packaging
– photos of the shipping label if relevant
We will review the case and confirm the next steps by email.
Do not return damaged or incorrect items before contacting us, because we may need to review the issue first.
7. Return Shipping Costs
Unless the item is defective, damaged, or incorrect, customers are generally responsible for return shipping costs.
Original shipping costs may be refunded in accordance with applicable consumer law, except where the customer selected a delivery method more expensive than the standard delivery option available.
If the return is due to an error by CIELOR, a defective item, or an incorrect item, we will review the case and confirm the appropriate return solution.
8. How to Send a Return
Before sending a return, contact us at:
returns@cielor.lu
Do not send items back without first contacting us.
After your request is reviewed, we will provide return instructions by email.
Customers are responsible for ensuring that returned parcels are properly packed and protected during transit.
We recommend using a tracked shipping method. CIELOR is not responsible for returned parcels lost or damaged in transit unless otherwise required by applicable law.
9. Refund Process
Once we receive and inspect the returned item, we will notify you by email.
If the return is approved, the refund will be processed to the original payment method where possible.
Refund processing times may vary depending on your bank, card provider, or payment service provider.
10. Refund Timing
Approved refunds are usually processed within 14 calendar days after we receive the returned goods or proof that the goods have been sent back, in accordance with applicable consumer protection rules.
Please note that your bank or payment provider may require additional time to display the refund on your statement.
11. Partial Refunds
A partial refund may apply if:
– the item is returned damaged
– original tags or packaging are missing
– the item shows signs of wear or use
– accessories or included components are missing
– the product value has been reduced due to handling beyond what is necessary to inspect the item
12. Refused or Uncollected Deliveries
If a parcel is refused, not collected, or returned because of incorrect delivery information provided by the customer, return shipping fees, carrier costs, customs charges, or administrative costs may be deducted from any eligible refund.
13. Late or Missing Refunds
If your refund has been approved but you have not received it yet:
1. Check your bank account again.
2. Contact your card provider or payment provider.
3. Allow additional processing time.
If you still need help, contact us at:
returns@cielor.lu
14. Contact
For all return, refund, withdrawal, damaged item, or exchange requests, contact:
CIELOR
99 Avenue de la Liberté
L-1930 Luxembourg
Returns support:
returns@cielor.lu
Order support:
orders@cielor.lu
General inquiries:
contact@cielor.lu