Refund policy
Last updated: August 17, 2026
At Celyssa, we want you to feel confident when shopping with us.
If you are not satisfied with your purchase, you may request a return in accordance with the terms below.
30-Day Return Policy
We accept eligible returns requested within 30 days of delivery.
To be eligible for a return, the item should be returned in its original condition, unworn and unused, with any original packaging, accessories and components included where applicable.
Your statutory consumer rights are not affected by this policy.
How to Request a Return
To start a return, please contact us at:
Please include:
- your order number;
- the item you wish to return;
- the reason for the return.
Once your request has been reviewed, our Customer Support team will provide instructions on how and where to return your item.
Please do not send an item back before contacting us.
Free Return Shipping
Celyssa covers the cost of return shipping for eligible returns.
Where applicable, we will provide return instructions and a prepaid return method or otherwise arrange the return at no cost to the customer.
There is no return shipping charge for eligible returns handled in accordance with our return instructions.
No Restocking Fee
Celyssa does not charge a restocking fee for eligible returns.
Approved refunds will not be reduced by a restocking charge.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return.
If the return is approved, the refund will be issued to the original payment method used for the purchase.
After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Where applicable UK consumer cancellation rights apply, refunds will be processed within the legally required timeframe. UK guidance states that, for qualifying distance-sale cancellations, a trader generally must refund the customer within 14 days after receiving the returned goods. (gov.uk)
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, not as described or different from the item ordered, please contact us as soon as possible at:
Please include:
- your order number;
- a description of the issue;
- photographs showing the issue where possible.
Celyssa will review the matter and provide an appropriate solution in accordance with your applicable consumer rights.
Depending on the circumstances, this may include:
- a replacement;
- a repair, where appropriate;
- a full or partial refund.
Celyssa covers any applicable return costs for damaged, faulty or incorrect items.
UK consumers have statutory rights where goods are faulty, not as described or do not perform as expected. These rights are separate from our voluntary 30-day return policy. (gov.uk)
UK Statutory Cancellation Rights
Our 30-day return policy is an additional commercial benefit offered by Celyssa.
For eligible online purchases, customers in the United Kingdom also generally have a statutory right to cancel an order within 14 days of receiving the goods, without having to provide a reason.
After notifying the retailer of cancellation within the statutory period, UK rules generally provide a further 14 days for the goods to be returned. (gov.uk)
Nothing in this policy restricts or removes your statutory consumer rights.
Original Shipping Charges
Standard shipping on UK orders is free.
As no standard shipping fee is charged to the customer, there is no standard outbound shipping charge to deduct from an approved refund.
Where Celyssa covers applicable import duties or taxes, those costs are not separately charged to the customer and therefore are not deducted from an approved refund.
Exchanges
If you would like to exchange an item, please contact:
Depending on product availability, we may:
- arrange an exchange; or
- ask you to return the original item and place a new order.
Any eligible return shipping associated with an approved exchange will be covered by Celyssa.
Sale and Promotional Items
Eligible sale and promotional items are covered by the same 30-day return policy unless a specific lawful exception is clearly stated before purchase.
Purchasing an item at a discounted or promotional price does not remove any statutory consumer rights.
UK guidance confirms that consumers retain the same statutory rights for sale items as for products purchased at full price. (gov.uk)
Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law.
Examples may include:
- personalised or custom-made products;
- items that have been altered by the customer;
- items damaged after delivery through misuse or improper handling;
- sealed goods that are not suitable for return for health or hygiene reasons once the seal has been removed, where such an exception lawfully applies.
Any return exclusion will always be applied in accordance with applicable UK consumer law.
This section does not limit your rights where an item is faulty, damaged, not as described or otherwise covered by statutory consumer protections.
Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to cancel your order before dispatch.
If the order has already been dispatched, you may request a return after delivery in accordance with this policy and your applicable statutory rights.
Return Condition
Customers may inspect an item in a manner reasonably similar to how they would examine it in a physical shop.
We may take account of any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and condition of the item, where permitted by law.
UK guidance recognises that customers purchasing online may inspect goods as they would in a shop, while deductions can apply in some circumstances where an item has been used or damaged beyond reasonable inspection. (gov.uk)
Proof of Purchase
We may request reasonable proof that the product was purchased from Celyssa before processing a return or refund.
This may include:
- your order confirmation;
- order number;
- email address associated with the order;
- other reasonable proof of purchase.
Contact Us
For questions about returns, refunds, exchanges or cancellations, please contact:
Celyssa
20 Wharf Rd
London N1 7GR
United Kingdom
Customer Support
support@celyssa.com