Exchanges and feedback

Exchanges & Returns

LET’S WORK TOGETHER FOR A MORE SUSTAINABLE ENVIRONMENT!
Please contact us before sending a return so that we can work together on an appropriate solution.

Return Conditions

By sending a return, you automatically agree to the return conditions.

Return period: Items must be returned within 14 days of receipt.
Sender’s responsibility: You are responsible for the return shipment. In about 5% of returns, issues occur and we cannot issue a refund—please be aware of this before shipping.
Trackable proof of shipment: Email proof of shipment with a track & trace number to info@celine-melbourne.com. Refunds can only be issued if tracking shows the package was successfully delivered.
Return notification: Notify returns in writing at info@celine-melbourne.com.
Item condition: Products must be unused, undamaged, and in their original packaging. Report any damage immediately with photos.
Resale condition: Items must be suitable for resale.

Items excluded from return/refund:

Custom-made items and special orders.
Personal or hygiene-sensitive items (e.g. underwear, lingerie, tights, personal care products).
Items returned after 30 days from receipt.

8-Step Return Procedure

Read the return conditions at the top of this page.
Contact customer service at info@celine-melbourne.com to register your return. Include your contact details, order number, and clear photos/videos of any defect or damage. (If the product is faulty on delivery and within the supplier’s warranty, you may receive a replacement without returning the item.)
We will send you a return form—please complete it in full.
Pack your item carefully, securely, and cleanly.
Create a trackable shipping label online or at your local post office. The return address will be provided by email. Shipping costs range from €11 to €50, depending on size, weight, and carrier.
Attach the shipping label securely to the package (or let the post office do it). Send the item(s) with the completed return form to the provided address.
Email your proof of shipment and tracking number to info@celine-melbourne.com (reply to the thread we started).
Wait for delivery confirmation—once the tracking shows “delivered,” your refund will be processed within 14 business days via your original payment method.

Important Notices

You remain fully responsible for the return shipment. Any shipment issues may prevent a refund.
Some returns may incur tax, customs, or delivery issues. If insured, you can claim compensation via your carrier for the product and/or shipping costs.
If the parcel cannot be delivered or is returned to you, we cannot issue a refund, and any Klarna payments must still be completed.
Do not attempt to refuse delivery or return the package directly with the courier—only returns handled through the above procedure qualify for refunds.

Notes & Conditions

Return shipping costs and risks are always borne by the buyer.
We are not responsible for incorrect addresses or shipping mishaps. We reserve the right to deny refunds if conditions aren’t met.
Ensure items meet all conditions before returning.
Refunds will be issued within 14 business days after receipt of the return by our supplier.
The track & trace receipt must be sent to info@celine-melbourne.com, preferably as a reply to our original email thread.