CIEL DORÉE Shipping Policy

Order Processing

All CIEL DORÉE orders are processed within 1–3 business days, excluding weekends and public holidays, after your order confirmation has been received.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

Customer Delivery Information

At CIEL DORÉE, we aim to make every delivery as smooth and reliable as possible. Orders are generally dispatched from our fulfilment facilities within 1–3 business days.

Delivery times may vary depending on your destination, warehouse location, courier service, customs processing, public holidays, and other factors outside our control.

Below is an overview of our estimated shipping times and costs.

Australian Orders

Standard Shipping — FREE

• Orders shipping from our US fulfilment location: 8–11 business days
• Orders shipping from our Asia/Germany fulfilment locations: 8–11 business days

Fast Shipping — A$39

• Estimated delivery: 5–8 business days

United States Orders

Standard Shipping — FREE

• Orders shipping from our US fulfilment location: 3–7 business days
• Orders shipping from our Asia/Germany fulfilment locations: 7–10 business days

Express Shipping — A$39

• Estimated delivery: 6–9 business days

European Orders

Standard Shipping — FREE

• Estimated delivery: 7–10 business days

Express Shipping — A$39

• Estimated delivery: 5–6 business days

All Other International Destinations

Standard Shipping

• Estimated delivery: 10–15 business days

Available shipping methods and applicable charges will be displayed at checkout.

Tracking Your Order

Once your order has been shipped, you will receive a confirmation email containing your tracking number or tracking link.

Please allow up to 48 hours for tracking information to become active after dispatch.

Tracking updates are provided by the shipping carrier and may occasionally take additional time to refresh.

Split Shipments

Depending on product availability and fulfilment location, items from the same order may occasionally be shipped separately.

If this happens, you may receive more than one tracking number. You will not be charged additional shipping fees because your order has been divided into multiple shipments.

Delivery Delays

Delivery times are estimates and cannot always be guaranteed. Delays may occur due to circumstances such as:

• Customs processing
• Courier disruptions
• Severe weather
• Public holidays
• High-volume sales periods
• Incorrect or incomplete shipping information
• International transport delays

If your order has not arrived within 14 business days after receiving your shipping confirmation email, please contact us at:

hello@cieldoree.com

Please include your full name and order number so our team can investigate your shipment as quickly as possible.

Incorrect Shipping Address

Customers are responsible for providing complete and accurate shipping information when placing an order.

If you notice an error in your address, contact us at hello@cieldoree.com as soon as possible.

We cannot guarantee that an address can be changed once an order has entered processing or has already been dispatched.

If an order must be resent because an incorrect or incomplete address was provided, additional shipping charges may apply.

Customs & Import Duties

International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

CIEL DORÉE does not control customs charges or customs processing times.

Questions About Your Delivery?

For any questions regarding shipping, tracking, or your order, contact:

CIEL DORÉE
Email: hello@cieldoree.com

Once your order ships, you will receive a tracking link by email.

CIEL DORÉE Returns Policy

At CIEL DORÉE, we want you to feel confident in every purchase. If something isn't quite right, please review our returns policy below.

For assistance with a return, contact us at hello@cieldoree.com.

Returns for Store Credit

We accept eligible returns for store credit if an item doesn't fit, you've changed your mind, or the style isn't quite right.

• Eligible returns are issued as 100% store credit based on the original purchase price of the returned item.
• Store credit is provided as a digital gift card with no expiry.
• Store credit and gift cards are non-refundable and cannot be redeemed for cash, except where required by law.
• Returns must be requested and sent back within 30 days of delivery.
• Items must be unworn, unwashed, unused, and in their original condition.
• All original tags and hygiene labels, where applicable, must remain attached.
• Items showing signs of wear, washing, perfume, makeup, tanning products, damage, or alteration may be declined.

Change of Mind & Sizing Returns

If you change your mind, order the incorrect size, or decide the style isn't right for you, eligible items may be returned for store credit only.

Under Australian Consumer Law, businesses are generally not required to provide a refund simply because a customer changes their mind. Our store-credit return option is offered in addition to your rights under Australian Consumer Law.

We reserve the right to review or limit access to our goodwill change-of-mind return program where there is a pattern of excessive or repeated returns, including unusually high-value return activity. This does not affect any rights or remedies you may have under Australian Consumer Law.

Colour Disclaimer

We make every reasonable effort to display our products and colours accurately.

However, colours may appear slightly different depending on:

• Studio or natural lighting
• Photography conditions
• Screen brightness
• Device settings
• Monitor calibration

Minor colour variation alone is not necessarily considered a product fault.

This does not affect your rights if an item is materially different from its description or otherwise fails to meet guarantees provided under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrect, or materially different from its description, please contact us at:

hello@cieldoree.com

Include:

• Your full name
• Order number
• Clear photographs of the item
• Photographs of the packaging where relevant
• A brief explanation of the issue

We recommend contacting us within 7 days of delivery so we can investigate the issue promptly. However, this timeframe does not limit any rights you may have under Australian Consumer Law.

Your Rights Under Australian Consumer Law

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances.

For example:

• For a minor problem, we may provide an appropriate repair or replacement.
• For a major problem, you may be entitled to choose between a replacement or refund in accordance with Australian Consumer Law.

Where a return is required because an item is confirmed to be faulty, damaged, incorrect, or otherwise covered by your statutory rights, we will provide appropriate return instructions.

Non-Returnable Items

Unless required by law, the following cannot be returned for change of mind:

• Final sale items
• Samples
• Seconds or products clearly identified as imperfect
• Gift cards
• Items that have been worn, washed, altered, or damaged after delivery
• Items without their original tags or required hygiene labels
• Any item specifically marked as non-returnable before purchase

If a final-sale or otherwise non-returnable product is faulty, your rights under Australian Consumer Law still apply.

Return Shipping Costs

For change-of-mind, sizing, or style returns:

• Return shipping is the responsibility of the customer.
• We strongly recommend using a registered and trackable postal service.
• Please retain your tracking information until your return has been processed.
• CIEL DORÉE cannot accept responsibility for return parcels lost, stolen, or damaged while in transit to us where the shipping service was arranged by the customer.

If an item is confirmed to be faulty, damaged, incorrect, or otherwise covered by applicable consumer law, return shipping will be handled in accordance with your legal rights and the circumstances of the claim.

Return Processing Time

Once your return has arrived and has been inspected:

• Approved store credit will generally be issued within 2–3 business days.
• You will receive an email confirmation once your return has been processed.
• Store credit will be sent to the email address associated with your order.

If a refund is approved for a faulty or otherwise legally eligible item, it will generally be returned to your original payment method.

Depending on your payment provider or bank, refunds may take approximately 5–10 business days to appear after processing.

Afterpay Orders

If you return an eligible item purchased using Afterpay:

• Your existing payment schedule with Afterpay may continue until adjusted by Afterpay.
• For standard change-of-mind returns, CIEL DORÉE will issue store credit in accordance with this policy.
• Where a refund is legally required or approved for a faulty item, the transaction will be processed in accordance with the applicable Afterpay and consumer-law procedures.

How to Return an Item

Step 1 — Contact Us

Email hello@cieldoree.com with:

• Your name
• Order number
• Item(s) you wish to return
• Reason for return
• Photos if the item is faulty or damaged

Step 2 — Wait for Return Instructions

Once your return request has been reviewed, we will provide the applicable return instructions and return address.

Please do not send a return to an address without receiving return instructions from our team first.

Step 3 — Send Your Return

Package the item securely and use a trackable postal service.

Step 4 — Processing

Once received and inspected, we will contact you by email with confirmation of your store credit, exchange, refund, or other approved resolution.

CIEL DORÉE Returns Form

Customer Details

Name:
Email Address:
Order Number:
Phone Number (optional):

Return Information

Item(s) being returned:
Please include the product name, size, colour, and quantity.

Reason for return:

• Size issue
• Style / change of mind
• Faulty or damaged item
• Incorrect item received
• Other

If the item is faulty, damaged, or incorrect, please email photographs to hello@cieldoree.com.

Preferred Resolution

For eligible change-of-mind returns:

• Store Credit — Digital Gift Card
• Exchange, if available

If requesting an exchange, please specify your preferred size/style:

________________________________________

Any exchange shipping or processing fee will be confirmed before your exchange is processed.

Return Shipping Agreement

• I understand that I am responsible for return shipping costs for change-of-mind, sizing, and style returns.
• I have used or intend to use a trackable shipping service.
• I understand CIEL DORÉE cannot accept responsibility for customer-arranged return parcels lost or damaged in transit.

Acknowledgement

By submitting this return form, I confirm that I have read and agree to the CIEL DORÉE Returns Policy.

I understand that:

• Change-of-mind, sizing, and style returns are eligible for store credit where all return conditions are met.
• Items must be returned in their original condition.
• Refunds are not ordinarily provided for change of mind.
• Nothing in this policy limits any rights I may have under Australian Consumer Law.

International Returns

CIEL DORÉE welcomes international customers.

Eligible international orders may be returned under the same general conditions outlined above.

Change of Mind, Sizing or Style Returns

• Eligible items may be returned for store credit.
• Items must be unworn, unwashed, unused, and in their original condition.
• Original tags and hygiene labels must remain attached.
• Returns must be requested within 30 days of delivery.
• International return shipping is the responsibility of the customer.
• Refunds are not provided for standard change-of-mind returns unless required by applicable law.

To start an international return, email:

hello@cieldoree.com

Please include your order number and reason for return. We will provide return instructions and the appropriate return address.

International Faulty, Incorrect or Damaged Items

If your international order arrives faulty, damaged, incorrect, or materially different from its description, email hello@cieldoree.com with:

• Your order number
• Clear photos of the item
• Photos of the packaging where relevant
• A brief description of the issue

Depending on the nature and value of the item, we may be able to assess the claim using photographic evidence without requiring the physical item to be returned.

The appropriate resolution may include a replacement, refund, store credit, or another remedy depending on the circumstances and applicable law.

CIEL DORÉE Shipping Policy

Order Processing

Orders are generally processed within 1–3 business days, excluding weekends and public holidays, after your order confirmation has been received.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Please note that orders containing multiple products may occasionally be shipped separately depending on stock location.

Estimated Delivery Times

Delivery estimates include transit times after order processing and may vary depending on destination, courier availability, customs, public holidays, and other circumstances outside our control.

Australia

Standard Shipping
Approximately 8–11 business days

Fast Shipping
Approximately 5–8 business days — A$39

Where available, standard shipping may be fulfilled from different international or domestic warehouse locations.

United States

Standard Shipping from US fulfilment location
Approximately 3–7 business days

Standard Shipping from international fulfilment location
Approximately 7–10 business days

Express Shipping
Approximately 6–9 business days — A$39 or equivalent displayed at checkout

Europe

Standard Shipping
Approximately 7–10 business days

Express Shipping
Approximately 5–6 business days — A$39 or equivalent displayed at checkout

Other International Destinations

Standard Shipping
Approximately 10–15 business days

Actual shipping options, prices, and estimated delivery times available for your address will be displayed at checkout.

Shipping Costs

Where a shipping method is displayed as FREE at checkout, no shipping charge will be added for that method.

Express or upgraded shipping options may incur an additional fee, which will always be displayed before you complete your purchase.

Tracking Your Order

Once your order ships, you will receive a shipping confirmation email containing a tracking number or tracking link.

Please allow up to 48 hours after dispatch for tracking information to become active.

Tracking updates are provided by the shipping carrier and may occasionally take additional time to refresh.

Delayed Orders

Delivery dates are estimates rather than guaranteed arrival dates.

If your order has not arrived within the estimated delivery window, please contact:

hello@cieldoree.com

Include:

• Your full name
• Order number
• Shipping address

Our team will investigate the shipment and assist you with the next steps.

Incorrect Shipping Information

Customers are responsible for ensuring that their shipping address and contact details are correct when placing an order.

If you notice an error, contact hello@cieldoree.com as soon as possible.

We cannot guarantee that shipping details can be changed after an order has entered processing or been dispatched.

Additional shipping charges may apply if an order must be resent because an incorrect or incomplete address was provided.

Customs, Duties & Import Charges

International orders may be subject to customs duties, taxes, import fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the recipient.

CIEL DORÉE does not control customs processing times or charges imposed by international authorities.

Legal Compliance

CIEL DORÉE respects your rights under Australian Consumer Law.

Our products are expected to:

• Be of acceptable quality
• Match their description
• Be fit for any disclosed purpose
• Meet other applicable consumer guarantees

Nothing in this Returns Policy excludes, restricts, or modifies any consumer right or remedy that cannot legally be excluded.

For questions about returns, refunds, shipping, or your order, contact:

CIEL DORÉE
Email: hello@cieldoree.com

Always follow the care label attached to your garment.