FAULTS
If you think you have received a faulty or incorrect item, please contact us within 24 hours of receiving the package via our contact page with all faults and digital images of the issues found. We are happy to replace goods in the case of a manufacturing fault.
CELLADE LLC does not accept returns on items damaged by general wear and tear. CELLADE LLC reserve the right to determine a genuine fault in the clothing.
If an item is deemed as having manufacturer damage/fault, you will not incur any additional costs, and will be offered a replacement item or a refund / gift certificate
INTERNATIONAL / EXPRESS RETURNS
If you are outside of the United States or prefer to send your return back via your own courier, please send your return using a trackable service, with your order number to and reason for return to.
DELIVERY DAMAGE
If you think your order has been damaged during transit, please send us photos and details within 24 hours of receiving the damaged package. Please contact us via our contact page with all details.
YOU RECEIVE AN INCORRECT ITEM
If you have received an item outside of your specified order, or an incorrect size or colour, your order will be amended at no cost to you. Please contact us with any photos of the item and we will send you further information on how to proceed. We will endeavour to get the correct item to you within a normal or express timeframe. If the item is out of stock we will refund you full cost of the item and all initial shipping costs.
When returning the incorrect item, please ensure due care is taken to return the item to the warehouse in its original condition. All returned goods must be unused and in their original condition.
RETURNS DROP OFF
– Drop off hours are 9am to 4:30pm (EST) Monday to Friday
– Please process your returns through one of our returns portals above and select ‘drop off’ as the return option
– Once we receive your return, please allow 5-10 business days for your return to be processed. We will email you and let you know that your return has been processed
– Please ensure you have your order number, email and name attached to the return.
– If the item is returned out of the return policy time frame, the return will not be accepted. A staff member will check your return is within the valid return time.
– Return drop off days do not include public holidays.
