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If you have received damaged items during shipping or the wrong items in your order and retains its original packaging, please contact us right away and we will resolve the issue within 24 hours on (support@ciel-divonne.com).

Our return policy is effective for 2 days since receiving your product. To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), please send an email to (support@ciel-divonne.com) with your full name, order number, item description and the reason for your return.

Return requests for orders received and delivered after 2 days will be politely declined. We hope you understand. If 2 days have gone by since your order has been delivered, unfortunately we can’t offer you an exchange or a refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed right away and a credit will automatically be applied to your credit card (or original method of payment) within a few days- depending on your bank.

Please make sure to read our item descriptions carefully. Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.

Our Responsibility

● Faulty Product: If the product has a manufacturing defect.

● Wrong Item Sent: If we send you the wrong product, color or size.

Your Responsibility

Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.

For example:

Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.

Return / Exchange Process

If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.

Exchange Request Instructions

Please follow these instructions for Return Request:

1. Take a photo of the problem – If the problem is size, please use a ruler.

2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to [support@ciel-divonne.com].

1. Please include the following:

- The photo(s)

- A specific description of the issue

- The Order Number

- If there are multiple products in an order, identifying the product with the issue

Our support team will respond within 1 business day and Return Instruction will be provided.

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.

Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support email.

Delivery method in UAE :

Free delivery over all orders inside UAE , available for prepaid and Cash on delivery (COD) payment methods .

Home delivery : next day delivery for all over UAE.

Some distant areas can take a bit longer, but we’ll get it to you!

● The given delivery dates are estimates calculated from the date an order is out for shipment, keeping in mind the transit time.

● Deliveries might take longer than expected because of incorrect shipping address, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.

● Please note that import duties, and any other additional import charges and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's responsibility.

ORDER CONFIRMATION

After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.

PROCESSING TIME :

The order inside UAE might take up to 1-2 business days.

The order outside UAE might take up to 3-7 business days.

Processing includes checking, packing, and sending your orders to the post-office. 

ORDER PAYMENT

All customers are charged at the time of purchase. All payments are in AED &SAR. Paying in local currency means your home bank handles the currency conversion; they will convert the currency from AED to Local currency for you.

ORDER CANCELLATION AND CHANGE REQUEST

We accept 12 hours’ notice to cancel an order or update any changes such as quantity, color, size, or Shipping Address information. Just feel free to contact us. We're available 24/7 at [support@ciel-divonne.com]

Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.

We will still do our best to get a hold or cancel your order after 12 hours period but no guarantee. If we were able to do so you will be charged a 15% cancellation fee on account of the cost we incur for the item already being in production.