Returns & Exchanges

At Cicely, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward Returns and Exchanges Policy to ensure a smooth process. Please read the following terms carefully.

1. Returns

We accept returns for most items within seven days of receipt. To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and in the original packaging.
  • All tags and labels must be attached.
  • The item must be returned within the specified return window.

Non-returnable items:

  • Gift Vouchers
  • Earrings
  • Bathers
  • Sale or clearance items (No returns or exchanges on sale items, unless they are defective or damaged upon receipt)

2. Exchanges

If you wish to exchange an item for a different size, color, or product, we offer exchanges within seven days of receipt. The item must meet the same eligibility conditions as a return (unused, original condition, etc.). If the item you wish to exchange for is out of stock, we will offer a refund instead.

Sale items: No exchanges are allowed on sale or clearance items, except in cases where the item is defective or damaged.

3. Return/Exchange Process

To initiate a return or exchange:

  1. Contact Customer Service: Please email us at hello@cicely.com.au to request a return/exchange authorisation. Please include your order number and the reason for the return or exchange.
  2. Receive Return Instructions: After contacting us, you will receive instructions on how to return the item.
  3. Return the Item: Ship the item back to us using a trackable shipping method. Please note that you are responsible for the return shipping costs, unless the item was incorrectly shipped to you.
  4. Inspection: Once we receive your returned item, we will inspect it to ensure it meets the return criteria.
  5. Refund/Exchange: After approval, we will process your refund or send the replacement item. Please be aware that postage is at your cost. Refunds will be issued to the original payment method.

4. Refunds

  • Processing Time: Refunds typically take there days to process once we receive your returned item. However, it may take longer depending on your payment provider.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that shipping fees are non-refundable, except in cases where we have made an error with your order (e.g., incorrect item shipped).

5. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at hello@cicely.com.au with photos of the damage or defect. We will arrange for a replacement or refund at no additional cost to you.

6. Sale Items

No returns or exchanges are allowed on sale or clearance items unless they are defective or damaged upon receipt. All sale items are considered final sale.

7. Gift Returns and Exchanges

If you received an item as a gift and would like to return or exchange it, please contact our customer service team. We may be able to issue a store credit for the value of the item.

8. International Returns

For international orders, please contact us for specific return and exchange instructions. International customers are responsible for all return shipping costs and any duties or taxes associated with the return.